Sportworks Support Services Policy

About
This page explains how we provide support for the Services in your agreement and Documentation. It forms part of your contract.

Availability
We use commercially reasonable efforts to keep the service available twenty four hours a day, seven days a week.
Planned maintenance may take place between 22:00 and 02:00 UK time.
We may perform unscheduled maintenance outside Normal Business Hours if needed for stability or security.

Support hours
Normal Business Hours are 09:00 to 17:00 UK time on a Business Day.
Standard support is provided during Normal Business Hours.
Enhanced support is available on request at our then current rates.

How to contact us
• Email build@sportworks.io

When you contact us, please include your organisation name, a clear description, steps to reproduce, and any screenshots or screen recordings.

What support covers
• Help using features described in the Documentation
• Triage and fixes for defects in the Services
• Access and account issues
• Basic setup guidance

What is not included
• Custom development not in your plan
• Third party systems we do not control
• Training beyond your plan
If you need extra help we can quote for professional services.

Status page
Real time incident and maintenance updates are posted at status.sportworks.io. You can subscribe there for notifications.

Backups and data restoration
We follow our Back Up Policy referenced in your agreement. If Customer Data is lost or damaged, we will use reasonable commercial efforts to restore it from the latest backup.

Data protection and privacy
We process personal data as set out in the agreement and our privacy materials. Roles and obligations are governed by the data protection terms in your agreement and the Order Schedule.

Customer responsibilities
• Keep user lists current and manage credentials
• Use supported browsers and devices
• Provide timely responses and testing feedback
• Ensure lawful use and compliance with applicable laws as set out in the agreement

Changes to this policy
We may amend this Support Services Policy from time to time as permitted by the agreement.

Contact
Email build@sportworks.io