Commercial Service Level Agreement

Last updated: March 22, 2026

This Service Level Agreement ("SLA") describes the availability, support, and incident-response commitments for Rally Course Pro ("the Service").

1. Service Availability

We target 99.9% uptime for the Service, measured on a monthly basis. Uptime is calculated as the total minutes in a calendar month minus downtime minutes, divided by total minutes in the month.

2. Scheduled Maintenance

• Scheduled maintenance windows will be communicated at least 48 hours in advance.
• Maintenance will be performed during off-peak hours when possible.
• Scheduled maintenance is excluded from uptime calculations.

3. Support Response Times

• Critical issues (Service completely unavailable) — acknowledgment within 4 hours.
• Major issues (significant feature degradation) — acknowledgment within 1 business day.
• General inquiries — response within 2 business days.

Support requests can be submitted through our Contact page.

4. Incident Communication

In the event of an unplanned outage, we will provide status updates as soon as practical and post a summary once the incident is resolved. Affected subscribers may be notified by email.

5. Service Credits

If monthly uptime falls below the 99.9% target, affected subscribers may request a pro-rated service credit for the impacted period. Credit requests must be submitted within 30 days of the incident.

6. Exclusions

This SLA does not apply to:

• Scheduled maintenance windows.
• Force majeure events (natural disasters, widespread internet outages, etc.).
• Issues caused by third-party services outside our control.
• Misuse or unauthorized modification of the Service by the user.

7. Changes to This SLA

We may update this SLA from time to time. Material changes will be communicated by email or by posting a notice on the Service at least 30 days before they take effect.

8. Contact

For SLA-related questions or to request a service credit, please reach out through our Contact page.