Legal
Service Levels
Last updated: [Month Day, Year]
Here's what we aim for in keeping GymOS running and helping you when something goes wrong, stated honestly, as operational goals we hold ourselves to, not a contractual guarantee with service credits. As we grow, we expect to offer a formal SLA with credits on our higher tiers; until then, here's what you can expect today.
Uptime goal
We target 99.9% monthly uptime for the core application. This is an internal operational goal, not a guarantee; we don't currently offer service credits for missing it, and we want to be upfront about that rather than promise something we can't yet back with formal monitoring and on-call infrastructure.
Scheduled maintenance
Most updates ship with no downtime. When maintenance requires a brief interruption, we'll do it during low-traffic hours where possible and aim to give advance notice for anything longer than a few minutes.
Support
Our goal for support requests submitted through the app or by email:
- An initial response within 1 business day
- Faster attention for issues affecting billing or the ability to check members in
These are targets we hold ourselves to, not contractual response-time commitments.
Incident communication
If something is broken in a way that affects your gym's day-to-day operations (check-in, billing, or your public site), we'll let you know what we know as soon as we know it, and update you as we learn more.
What's outside our control
GymOS depends on infrastructure and services we don't operate ourselves: our hosting provider, Stripe for payments, and (if you've connected them) Meta for social publishing. An outage at one of those providers is outside our control, though we'll always tell you what we know.
Questions
For our data handling commitments, see our Privacy Policy. For our cancellation policy, see our Terms of Service. For anything else: [support contact email].