Service Level Agreement (SLA)
iBetterCoach Version: 1.0 Date: [to be defined]
⚠️ Notice: Contractual document for Professional Customers and B2B clients (gyms, teams, federations). Requires lawyer review before being used with paying customers.
1. Subject matter
This Service Level Agreement ("SLA") governs the service levels iBetterCoach commits to maintain in providing the Platform to its Professional Customers and B2B clients.
This SLA forms an integral part of the Terms of Use and the commercial contract in force.
2. Definitions
- Availability: percentage of time, in a given calendar month, during which the Platform is accessible and functional for users.
- Downtime: period during which the Platform is unavailable due to a failure attributable to iBetterCoach.
- Scheduled Maintenance: planned interventions, communicated to the Customer at least 48 hours in advance, outside peak hours (preferably between 02:00 and 06:00 UTC). Does not count as Downtime.
- Force Majeure: events beyond iBetterCoach's reasonable control (natural disasters, massive cyberattacks on third-party infrastructure, public authority decisions, global upstream provider failures). Does not count as Downtime.
- Incident: any failure affecting the operation of the Platform.
3. Availability commitment
iBetterCoach commits to a minimum monthly availability of:
| Plan | Target availability | Accepted monthly downtime window |
|---|---|---|
| Free / Trial | Best effort (no guaranteed SLA) | n/a |
| Pro (individual) | 99.5% | ~3h 39min |
| Studio (multi-PT) | 99.7% | ~2h 11min |
| Enterprise (gym/federation) | 99.9% | ~43min |
Availability is calculated as:
Availability (%) = ((Total minutes in month – Unscheduled downtime) / Total minutes in month) × 100
4. Exclusions
The following do not count as Downtime for SLA calculation:
- Scheduled maintenance announced in advance
- Force majeure
- Failures of third-party infrastructure beyond iBetterCoach's control (Supabase, Vercel, Clerk), unless iBetterCoach has not implemented reasonable redundancy measures
- Customer-side internet failures
- Improper use of the Platform by the Customer
- External massive automated requests (DDoS), within reasonable mitigation limits
- Legitimate suspensions due to contractual or financial breach by the Customer
5. Severity levels and response times
iBetterCoach classifies incidents into four levels:
| Severity | Definition | Initial response | Target resolution |
|---|---|---|---|
| P1 — Critical | Platform unavailable for all users; data loss; security breach | 30 min (24/7 for Enterprise; business hours for Pro/Studio) | 4h |
| P2 — High | Critical feature broken (e.g., generate prescription); affects multiple customers | 2h (business hours) | 24h |
| P3 — Medium | Functional bug without total block; workaround possible | 8 business hours | 5 business days |
| P4 — Low | Cosmetic bug; improvement request | 24 business hours | Next release |
Business hours: weekdays in mainland Portugal, 09:00–19:00 WET/WEST.
For the Enterprise plan, iBetterCoach provides 24/7 support for P1 incidents.
6. Communication mechanisms
- Public status page: status.ibettercoach.com — real-time updates during incidents
- Notification email: to administrators of affected accounts
- Scheduled maintenance pre-notice: 48h before via email + status page
- Post-mortem: for P1 incidents, iBetterCoach publishes a post-mortem report within 5 business days with root cause, impact and preventive measures
7. Compensation for SLA breach
If actual availability in a month is below the contracted plan target, the Customer is entitled to a service credit, deducted from the following month's invoice:
| Actual availability | Credit (% of plan monthly fee) |
|---|---|
| Below target but ≥ 99.0% | 5% |
| Between 95.0% and 99.0% | 10% |
| Between 90.0% and 95.0% | 25% |
| Below 90.0% | 50% |
Limits: maximum credit per month is 50% of the monthly fee. To receive the credit, the Customer must submit a written request via support@ibettercoach.com within 30 days after the end of the relevant month, indicating incident dates and times.
The service credit is the sole and exclusive remedy of the Customer in case of SLA breach, without prejudice to mandatory consumer rights.
8. Backups and recovery
iBetterCoach performs:
- Automated daily backups of application data
- Backup retention: 30 days rolling
- Restore tests: quarterly, with internal report
- RTO (Recovery Time Objective): 4 hours for incidents involving data restoration
- RPO (Recovery Point Objective): 24 hours (maximum acceptable data loss in case of disaster)
In case of Customer error (accidental data deletion by the Customer), iBetterCoach will use best efforts to restore, without formal guarantee and subject to extraordinary fees.
9. Support
| Plan | Channels | Hours | First response time |
|---|---|---|---|
| Free | Knowledge base + community | n/a | n/a |
| Pro | PT business hours | 24h | |
| Studio | Email + chat | PT business hours | 8h |
| Enterprise | Email + chat + phone + dedicated Slack Connect | 24/7 for P1 | 30 min P1, 2h P2 |
10. Term and revision
This SLA remains in force for the duration of the commercial contract. iBetterCoach may update it unilaterally with 60 days' notice, maintaining or improving the levels for paid plans. Any material reduction requires express Customer acceptance.
11. Contact
- Technical support: support@ibettercoach.com
- Commercial: sales@ibettercoach.com
- Status page: status.ibettercoach.com
Document prepared for iBetterCoach. Requires formal legal review before use with customers.