Operating and Support Terms (SLA)

1.1Infrastructure. The Platform runs with the suppliers listed in the Data Processing Agreement: the application on Vercel and the database on Supabase, both in the EU, and e-mails via Resend. Each club has its own database.

An outage or error at one club does not affect the others.

1.2Target availability. The Operator aims for Portal availability of at least 99% per calendar month (at most about 7 hours of outage). At the basic level this is a target, not a guarantee, and no credit is given if it is not met.

The suppliers give no guarantee on the plans in use, so the basic level does not give one to the Club either. In practice, outages are few and short.

1.3What counts as an outage. An outage is any period during which members cannot log in to the Portal or cannot book, report absences or record attendance. An undelivered e-mail or push notification is not an outage.

What counts is what actually blocks the Club.

1.4Monitoring. The Operator monitors Portal availability automatically and informs the Club's contact person by e-mail of any outage lasting longer than 1 hour. After an outage lasting longer than 4 hours, the Operator sends a short report on what happened and what it is doing to prevent a recurrence.

The Club learns of a problem without having to ask.

1.5Security. The Operator keeps the Platform up to date, deploys security fixes without undue delay and uses two-factor login for administrator accounts with suppliers.

Security patches do not wait for the next version.

2.1Planned maintenance. The Operator announces planned maintenance during which the Portal will be unavailable at least 48 hours in advance. It is carried out between 10 pm and 6 am, for no more than 4 hours a month. It does not count as an outage.

Larger interventions happen at night and with advance notice.

2.2New versions. New versions of the Platform are deployed without interrupting operation, usually several times a week.

Improvements arrive continuously and nobody installs anything.

2.3Urgent intervention. If there is a risk of a data leak or serious damage, the Operator may intervene immediately and inform the Club afterwards.

Security takes precedence over advance notice.

3.1Reporting. Faults are reported by the Club's contact person by e-mail to the Operator's address stated in the Contract, describing when and for whom the fault occurred.

One e-mail with a description is enough; a screenshot helps.

3.2Critical fault. The Portal is unavailable, or most members cannot log in, book, report an absence or pay. The Operator starts resolving it without undue delay, usually the same day and no later than the following working day, and works on it until operation is restored.

When the Club cannot function, it is dealt with at once, whatever the Plan.

3.3Ordinary fault. A feature does not work, but a workaround exists. The Operator responds within the response time of the Plan (3.5) and fixes it in one of the next versions.

For example, the export does not work, but the data can be copied by hand.

3.4Minor issue and question. A cosmetic bug, a question about use or an idea for improvement. The Operator responds within the response time of the Plan; resolution depends on capacity.

A typo in a text or an unclear button.

3.5Response time. First response to an ordinary fault, a minor issue or a question: Start within 3 working days, Klub within 2 working days, Klub+ within 1 working day (also by telephone), Enterprise on the day of reporting. A working day is Monday to Friday excluding public holidays, 9 am to 5 pm.

A critical fault always takes precedence over this schedule.

3.6Free fixes. Fixing a fault is never charged (Article 6.3 of the Terms).

Only new features on request are paid for.

4.1Backups. The Club's database is backed up once a day and backups are kept for at least 7 days. The backup is held by the database supplier, or the Operator stores it encrypted outside the database every night for 30 days.

In the worst accident, at most the data from the last day is lost.

4.2Recovery. After data is lost or damaged, the Operator restores the database from the last usable backup within 2 working days. A restore due to a User's error (for example a deleted event) is charged under Article 7 of the Terms.

If a coach deletes something by mistake, it can be restored, but it is extra work.

4.3Files. Photos and other uploaded files are stored redundantly by the supplier but are not restored from the database backup. The Club keeps the originals.

The Club should keep copies of its photos as well.

5.1Capacity. The Plan price includes a database of up to 500 MB, files (photos) of up to 1 GB and data transfer of up to 5 GB per month.

An ordinary club will manage on this for years. The database of a club with 100 members holds tens of MB after a year.

5.2E-mails. The number of e-mails per month is set by the Plan. The Platform sends no more than 100 e-mails per Club per day. Above this number, sending is spread over the following day.

A bulk e-mail to the whole Club goes through; for a large club some may arrive the next day.

5.3Exceeding capacity. If the Club approaches its capacity, the Operator notifies it and proposes a solution, for example smaller photos or an increase at the supplier's price. Nothing is deleted and nothing is charged without the Club's consent.

No surprises on the invoice.

6.1Exclusions. The following do not count as an outage: announced maintenance (2.1), an outage caused by the Club or its Users, an outage of third-party services to which the Platform merely links (ČSTS, WDSF, banks), undelivered e-mails and notifications, and force majeure.

When ČSTS is down, it is not a Platform outage.

6.2Period of the basic level. The basic level applies from Launch Day. During trial operation the Operator resolves faults, but the response times are not binding.

Until the live launch, everything runs in good faith.

6.3Higher level. The Klub+ and Enterprise Plans have guaranteed monthly availability of 99% (Klub+) and 99.5% (Enterprise). For outages exceeding 8 hours a month (Enterprise: 4 hours), a credit of 10% of the monthly price applies; above 24 hours (Enterprise: 12 hours), 25%. The credit must be claimed in writing within 14 days after the end of the month, is deducted from the next invoice and amounts to no more than 25% of the monthly price. No other compensation is provided.

Anyone who needs a guarantee has it on a higher Plan. On Start and Klub, availability is a target without a credit.