1. Definitions
- Service: the Pulse Fitness AI web application — Master Admin, CRM, Memberships, Service Desk, Engineer App, and the public marketing site.
- Uptime: the percentage of minutes in a calendar month during which the Service responds to a
GET /api/healthrequest with HTTP 200 within 5 seconds. - Excluded Time: scheduled maintenance announced at least 48 hours in advance; downtime caused by Customer-side issues (Customer's network, credentials, third-party integrations they connect themselves); Force Majeure as defined in the Terms of Service.
- Incident: a continuous period of more than 5 minutes during which the Service is below the Uptime threshold.
2. Uptime commitments
| Plan tier | Monthly Uptime target | Measurement window |
|---|---|---|
| Starter | 99.0% | Calendar month |
| Growth | 99.5% | Calendar month |
| Enterprise | 99.9% | Calendar month — OOH support included |
3. Service credits
If we miss the Uptime target in a calendar month, the Customer is entitled to a service credit against the next monthly invoice, calculated against the affected workload's monthly fee:
| Monthly Uptime measured | Starter | Growth | Enterprise |
|---|---|---|---|
| ≥ Target | — | — | — |
| Below target, ≥ 95.0% | 10% | 15% | 20% |
| ≥ 90.0%, < 95.0% | 25% | 30% | 35% |
| < 90.0% | 50% | 50% | 75% |
- Service credits are the Customer's sole and exclusive remedy for failure to meet the Uptime target.
- Maximum credit in any calendar month: 100% of that month's affected workload fee.
- Credits do not accumulate beyond the month earned and have no cash value.
- Customer must submit a credit request within 30 days of the end of the affected month, in writing to billing@pulsefitness.ai, with reasonable supporting evidence (timestamps, screenshots, request IDs).
4. Support response times
| Severity | Definition | Initial ack | Update cadence |
|---|---|---|---|
| P0 — Critical | Service unavailable, data leak, or live payment failure for the Customer's tenant | ≤ 30 min (24×7 for Enterprise; UK business hours otherwise) | Every 60 min until resolved |
| P1 — Major | Major feature unusable, no workaround | ≤ 2 hr (UK business hours) | Every 4 hr |
| P2 — Minor | Feature degraded, workaround available | ≤ 1 business day | Daily |
| P3 — Cosmetic | Non-blocking | Next sprint | On request |
Support channels: support@pulsefitness.ai (all tiers) · Slack Connect (Growth + Enterprise) · Phone (Enterprise only, OOH for P0 only).
5. Scheduled maintenance
- Pulse Fitness publishes maintenance windows on the status page at least 48 hours in advance.
- Routine maintenance is targeted at 02:00–05:00 UK time, max once per calendar month, max 4 hours per window.
- Emergency maintenance (e.g. a critical security patch) may be performed with shorter notice; this time IS counted toward Excluded Time.
6. Backup & restore commitments
- RPO (Recovery Point Objective): ≤ 1 hour for Growth + Enterprise; ≤ 24 hours for Starter.
- RTO (Recovery Time Objective): ≤ 4 hours during UK business hours, ≤ 12 hours OOH (Enterprise: 24×7 4-hour RTO).
- Backups are retained for 30 days rolling.
- A restore drill is conducted at least annually; Enterprise customers may request to observe.
7. Incident communication
Customers will be notified of any incident affecting their tenant via:
- Status page within 15 minutes of detection.
- Email to the primary technical contact for P0/P1 incidents.
- Post-mortem published within 5 working days for any P0, or any P1 lasting > 4 hours.
8. Security incident notification
A confirmed personal-data breach affecting Customer Personal Data triggers the breach-notification obligations defined in our Data Processing Agreement. We will notify the Customer without undue delay and within 72 hours of becoming aware (UK ICO clock).
9. Modifications
Pulse Fitness may modify this SLA with 60 days' written notice. If the modification is materially adverse, the Customer may terminate the affected workload at the end of the notice period without penalty.
10. Contact
- Service credits: billing@pulsefitness.ai
- Support: support@pulsefitness.ai
- Security: security@pulsefitness.ai
- DPO: dpo@pulsefitness.ai