What we commit to
Availability targets for your website, ticketing, shop, app and dashboard; support response times by severity, with cover on Saturday and Tuesday matchdays; and turnaround on the changes you ask us for.
Headline commitments
Club website availability target
First response on a Critical issue
Matchday cover, every club, every week
Service reporting, good month or bad
Every number in this agreement is one we can evidence from independent monitoring outside our own infrastructure and report to you monthly. Where we cannot stand behind a number, we have said so rather than written one. A target we would have to argue our way out of is worth less than an honest exclusion.
What carries an availability target
Services with an availability target
- Club website, public pages
- Ticketing and checkout
- Club shop and payment processing
- Mobile app services
- Club dashboard
- Transactional email, accepted for delivery
Best-efforts, without a target
- Push notifications
- Automated results, fixtures and league tables
- Marketing email and campaign sending
- Email inbox placement
- Social scheduling and video playback
- Third-party integrations you ask us to connect
Purpose and scope
This agreement sets out the service levels StandBased commits to for clubs and organisations using the StandBased platform. It covers availability of the listed services, support response and resolution targets by severity, and turnaround on requested changes.
The terms we use
Availability
The proportion of a calendar month during which a service responds successfully to our external monitoring checks, expressed as a percentage to two decimal places.
Downtime
A period in which a service fails two or more consecutive monitoring checks. A single failed check is not counted as downtime, helping avoid transient network noise being treated as an outage.
Calendar month
The measurement window. Availability is never averaged across more than one month, so a bad month remains visible.
Matchday window
Saturdays 14:00–17:00 and Tuesdays 18:00–21:00, UK local time, every week. These fixed hours are not derived from your fixture list — you are covered whether your team is at home, away, postponed or not playing.
Business hours
Monday to Friday, 09:00–17:30 UK local time, excluding England and Wales bank holidays.
Incident
An unplanned interruption to, or reduction in the quality of, a service.
Sub-processor
A third-party service we rely on to deliver the platform. The current list is available on request. We do not name sub-processors here because they may change, but our commitments to you do not change when they do.
Availability commitments
Availability is measured monthly and never averaged across more than one month, so a bad month stays visible.
| Service | Monthly target | Approx. max downtime |
|---|---|---|
| Club website (public pages) | 99.9% | ~43 min / 30-day month |
| Ticketing & checkout — matchday window | 99.9% | — |
| Ticketing & checkout — outside matchday | 99.5% | ~3h 36m / 30-day month |
| Club shop & payment processing | 99.5% | — |
| Mobile app services (the API the app relies on) | 99.5% | — |
| Club dashboard | 99.5% | — |
| Transactional email (accepted for delivery) | 99.5% | — |
Club website
The public website is served from a global edge network and continues to serve cached pages during most upstream incidents. The availability target reflects that resilience.
Ticketing during a matchday window
Ticketing is held to a higher standard during the hours when an outage is most likely to have a direct commercial impact. Outside those hours, the standard ticketing availability target applies.
Mobile app services
The app itself runs on the supporter’s device, so the target applies to the StandBased services the app relies on — not to app stores, the supporter’s device or their network.
Transactional email
StandBased accepts messages such as order confirmations, password resets and ticketing emails and hands them to the sending infrastructure. It is not a commitment about inbox placement, which is determined by the recipient’s mailbox provider.
How availability is measured
Independent external monitoring probes each service from outside StandBased’s own infrastructure. Internal metrics are not used, because they represent suppliers’ view of their own health rather than the experience of supporters.
Services are checked every 60 seconds. Downtime begins at the first of two consecutive failed checks and ends at the first successful check.
The StandBased status page acts as the single source of record for availability and incident history.
Each club receives a monthly service report covering availability against each target and support response performance. If you believe downtime has not been recorded correctly, we will investigate and correct the record where appropriate.
Services provided on a best-efforts basis
Some parts of the platform depend on third parties who provide no availability commitment themselves, so we do not publish a target for them. They are still supported, monitored and treated as support issues using the same severity levels and response targets.
Push notifications
No availability commitment is given. Delivery can be affected by the mobile provider, the device, power settings and the supporter’s notification permissions.
Results, fixtures, tables & player data
These depend on external football data providers. Our target is to reflect provider updates on the club’s website and app within 60 minutes of publication. If the provider is at fault, we will say so clearly, and automated fields can be edited manually in the dashboard if a feed is incorrect.
Marketing email & campaign sending
Marketing email may be rate-limited, subject to new-sender warm-up or automatically paused to protect deliverability. These are protective measures rather than platform faults.
Other best-efforts services
Also included: email inbox placement, social media scheduling and publishing, video hosting and playback, and third-party integrations requested by the club.
Severity levels
We use the same four severity levels here as in the support system. We set the severity when the ticket is received, based on impact rather than how the issue is described. If you disagree with the severity assigned, you can ask for it to be reviewed.
Critical
Users cannot access key functionality across the entire platform.
e.g. The website being down, nobody being able to buy a ticket, or checkout failing for all users.
Major
Users cannot access at least one key feature.
e.g. A league table not loading, a single payment method failing, or an administrator unable to publish news.
Minor
Bugs, unexpected behaviour or minor data issues.
e.g. A fixture showing the wrong kick-off time or a report exporting incorrectly.
Cosmetic
Display or interface issues.
e.g. A misaligned badge, the wrong shade on a button or a typo in a label.
Response and resolution targets
A first response means a human acknowledgement from someone who has read the ticket and can act on it — not an automated receipt. Resolution figures are targets rather than guarantees.
| Severity | First response | Target resolution | Cover |
|---|---|---|---|
| Critical | 2 hours | Same covered day where possible | Business hours + matchday windows |
| Major | 1 business day | 5 business days | Business hours |
| Minor | 2 business days | Next scheduled release | Business hours |
| Cosmetic | 5 business days | Prioritised in the backlog | Business hours |
Where the cause of an issue sits with a third party, we explain what is known and keep you updated until it is resolved — the support clock keeps running while we wait. Where a permanent fix will take longer than the target, we aim to provide a workaround within the target and agree a date for the permanent fix.
Support hours & raising an issue
Business hours
Monday to Friday, 09:00–17:30 UK time, excluding bank holidays.
Matchday cover
Every Saturday 14:00–17:00 and every Tuesday 18:00–21:00 UK local time. For Critical issues only, included for every club on every package. The window is fixed, not tied to your fixture list, so you are covered even if the team is away, postponed or not playing.
How to raise an issue
Raise issues through the Support section of your club dashboard. Submitting the ticket timestamps the issue and starts the response clock. Tickets can still be raised outside covered hours — the clock begins at the start of the next covered period. When raising an issue, please include:
- What you were doing
- What you expected to happen
- What actually happened
- A screenshot where relevant
Planned maintenance
We give at least 48 hours’ notice of planned maintenance that will interrupt service. It is scheduled outside matchday windows and, wherever possible, outside business hours.
Planned maintenance is capped at 4 hours per calendar month and does not count as downtime. Emergency maintenance, principally for security patching, may be carried out with less notice; we communicate it as soon as reasonably possible and explain the reason afterwards. It does not count as downtime either.
Most releases involve no interruption at all and are therefore not notified.
Turnaround on changes
Content & configuration
News, fixtures, players, pages, shop items and menus can be made immediately by the club through the dashboard, without raising a request.
Minor website changes
Styling, layout changes or a new content block: target turnaround of 10 business days from an agreed specification.
Major website changes
New page types, new features or integrations: quoted individually and delivered to an agreed date.
Mobile app changes
Included in the next scheduled release and submitted to the app stores within an agreed timeframe. We can commit to submitting an update, but not to when the stores make it available to supporters.
Emergency fixes (Critical)
Deployed as soon as they are validated, with same-day deployment wherever possible.
When we miss a target
The SLA publishes targets and holds StandBased to them in writing. It does not currently operate a service credit scheme and does not create an automatic right to a refund or payment. When a target is missed:
- The miss is shown in the monthly service report, sent whether the month was good or bad.
- After any Critical incident, or any month where a target is missed, a written explanation is provided within 5 business days.
- The explanation covers what happened, who was affected, why it happened and what is being changed to prevent a recurrence.
- Where changes are required on our side, the remediation is tracked and the club is told when it has been implemented.
- Where a target is missed repeatedly, we will agree a remediation plan with the club.
If a club requires a contractual credit or remedy scheme for procurement or funding purposes, this can be discussed as part of the club agreement.
What the targets do not cover
Availability exclusions
- Planned or emergency maintenance
- Services described as best-efforts
- The club’s own network, internet connection, devices or browsers
- Configuration or content changes made by the club’s own administrators
- Suspension of service for non-payment or breach of acceptable use terms
- Force majeure or events beyond StandBased’s reasonable control
- Beta, preview or trial features
- Failures of third-party services with no availability commitment, where reasonable mitigation has been taken
Email exclusions
- Inbox placement and spam filtering
- Recipient-side decisions about messages
- Campaigns automatically paused when bounce or complaint rates exceed safe thresholds
- Restrictions caused by the quality of a mailing list supplied or imported by the club
- Messages not sent because a recipient has unsubscribed, previously bounced or complained
Ticketing & payments
Failures at the card issuer, the supporter’s bank or during a 3-D Secure step are excluded.
Reporting and communication
During & after incidents
The status page provides live service status and incident history. During a Critical incident we post an initial notice, update at least every two hours, and publish a closing note.
Within 5 business days of a Critical incident we provide a written summary — what happened, the impact, the cause and what is being changed — whether or not the club requests it.
Monthly service report & changes
Every club receives a monthly service report covering availability against each target, incidents and support response performance by severity.
We may update this SLA to reflect changes to the platform. Any change that reduces a commitment is communicated with 30 days’ notice; improvements take effect immediately.
Support you can hold us to
Check live service at any time, or see how to get help the moment you need it.
