Service Level Agreement
Last updated: October 23, 2025
This Service Level Agreement (“SLA”) is part of the Terms of Service of Sports Content Playbook (“SCP”) and defines the availability and support commitments that SCP provides to its Customers.
1. Service Availability
SCP commits to ensuring a minimum monthly availability of 99.5%, excluding:
- Scheduled maintenance (with prior notice ≥24 hours).
- Force majeure events (global Internet failures, outages from external providers, disasters).
- Issues resulting from incorrect configurations made by the Customer or third-party integrations.
2. Technical Support
Support is available via email: support@sportscontentplaybook.com
- Support hours: Monday to Friday, 9:00 – 17:00 CET, excluding official holidays.
3. Incident Response Times
Incidents received are classified by severity:
- Critical (service down or data inaccessible): initial response within ≤ 4 business hours.
- High (key functionalities with major errors): initial response within ≤ 8 business hours.
- Medium (errors with temporary workaround available): initial response within ≤ 24 business hours.
- Low (general inquiries, questions, improvement requests): initial response within ≤ 48 business hours.
4. Maintenance & Updates
SCP continuously performs improvements and updates.
- Scheduled downtimes are communicated at least 24 hours in advance via email or within the platform.
5. Compensation
If monthly availability falls below 99.5% (excluding exceptions), the Customer will be entitled to a credit on the next invoice, equivalent to:
- 5% of the monthly fee for each 1% of availability lost (up to a maximum of 25%)
- Compensation requests must be submitted in writing to support@sportscontentplaybook.com within 30 days after the incident.
6. Limitations
This SLA does not apply to issues arising from:
- Integrations with third-party services (e.g., social media APIs).
- Misuse of the platform by the Customer or Users.
- Breach of the Terms of Service.