Support & SLA Policy

SPORTS GLOBAL – SUPPORT & SLA POLICY

This Support & SLA Policy applies to League Tenants (B2B customers) unless a separate Order Form/SOW states otherwise. Individual fan/user support is handled on a reasonable-efforts basis under our Terms of Use.

1) Support channels

• Primary support email: support@sportsglobal.eu

• Support hours (default): Monday–Friday, 09:00–17:00 (SAST), excluding public holidays

• Emergency/security reports: via support email with subject “URGENT – SECURITY”
  

2) What support includes

We will provide reasonable assistance with:

• platform access issues and bugs,

• tenant configuration questions,

• guidance on using moderation tools,

• incident triage and updates,

• data feed ingestion issues (to the extent within our control).
  

Support does not include:

• custom development beyond agreed scope,

• content moderation decisions on behalf of the League (unless contracted),

• third-party provider outages (though we will help you understand impact).
  

3) Incident severity levels

We categorise incidents as:

Severity 1 (Critical)

• Platform is down for most users OR

• Core functions unusable (login/fixtures/tenant admin) AND no workaround.
  

Severity 2 (High)

• Major feature degraded OR

• Significant performance issues affecting many users; workaround may exist.
  

Severity 3 (Medium)

• Non-critical bug with limited impact; workaround exists.
  

Severity 4 (Low)

• Minor issue, cosmetic bugs, general questions, feature requests.
  

4) Target response times (not a guarantee)

These are targets for first response (acknowledgement + initial triage):

• Sev 1: within 2 hours (during support hours); best-effort outside hours

• Sev 2: within 6 hours (during support hours)

• Sev 3: within 2 business days

• Sev 4: within 5 business days
  

5) Target resolution objectives

Resolution depends on complexity and third-party dependencies.

• Sev 1: work continuously (reasonable efforts) until mitigated; target restore within 24 hours where within our control

• Sev 2: target mitigation within 3 business days

• Sev 3: target within 10 business days or scheduled into next release

• Sev 4: scheduled as capacity allows
  

6) Uptime (Platform availability)

6.1 Target uptime

We aim for 99.5% monthly uptime for core Platform services, excluding:

• planned maintenance,

• force majeure events,

• outages caused by Customer systems or misconfiguration,

• third-party outages outside our control (e.g., Supabase, Vercel, Stripe, data providers).
  

6.2 Planned maintenance

Where feasible, we will provide notice of planned maintenance. Maintenance may occur outside peak usage hours.

7) Data provider dependencies

Live scores, stats, standings, and match events may rely on third-party data providers. Sports Global is not responsible for inaccuracies, delays, or outages originating from third-party providers, but we will:

• notify impacted tenants where practical,

• provide status updates,

• implement fallback handling where feasible.
  

8) Backups and restore

• We rely on provider-level backups and standard database backup/restore processes where supported.

• Restore requests due to Customer error may be treated as billable support depending on effort and tier.
  

9) Security incidents

If you suspect a security issue:

• email support@sportsglobal.eu with subject “URGENT – SECURITY”,

• include details (tenant, timeframe, screenshots, affected accounts).
  

We will triage urgently and follow our incident response process.

10) Escalation

If an issue is not progressing:

• reply to the same support thread requesting escalation, or

• request escalation to management via support@sportsglobal.eu.
  

11) Feature requests

Feature requests are tracked separately and may be quoted or scheduled based on:

• tier/package,

• complexity,

• product roadmap.
  

12) Changes

We may update this policy from time to time. Material changes will be communicated to League Tenants where reasonably practicable.