Service Level Agreement

This SLA defines the service commitments Indoor Informatics Oy ("we") makes to GymPlus customers. It is incorporated by reference into the GymPlus Standard Customer Contract.

Scope and definitions
Service commitments
Measurement methodology
Maintenance windows
Exclusions
Service credits
Reporting
Limitations
Changes to this SLA

1. Scope and definitions

This SLA applies to the GymPlus SaaS platform and the edge devices we deploy at customer premises.

Term	Definition
Premise	A single customer site with at least one Indoor Informatics edge device installed and provisioned for production use.
Service hours	Mon to Fri 09:00 to 17:00 EET (Helsinki time), excluding Finnish public holidays. SLAs that reference service hours pause outside this window.
Premise uptime	The percentage of premise operating hours during a calendar month in which the edge device sent at least one valid image to the cloud per 10-minute window.
Premise operating hours	Hours the gym is open to members. If unknown, default is 06:00 to 24:00 local time.
Calendar month	The measurement period for all uptime commitments.
First response	The first human reply from our team to a support request, sent during service hours.

2. Service commitments

2.1 Premise uptime

Metric	Commitment	Measurement
Per-premise uptime	At least 95% per calendar month	Per Section 3.1

Our internal target is 99% per premise. The 95% figure is the contractual floor below which service credits may be claimed.

2.2 GymPlus dashboard and API

Metric	Commitment	Measurement
Dashboard availability	At least 99% per calendar month	Per Section 3.2
Customer-facing API availability	At least 99% per calendar month	Per Section 3.2

2.3 Support response

We commit to first-response targets only. Resolution is best-effort and depends on root cause and customer cooperation.

Severity	Description	First response (service hours)	Update cadence
P1, Critical	Service down for multiple premises or all customers	1 hour	Every 2 hours until mitigated
P2, Major	Single premise fully down, or major feature unavailable	4 hours	Daily
P3, Minor	Single device or feature degraded; workaround available	1 business day	As progress occurs
P4, Low	Question, feature request, cosmetic issue	2 business days	As progress occurs

Severity is determined by us in good faith, communicated to the customer, and may be adjusted as new information emerges.

2.4 Data freshness

Stream	Commitment
Live occupancy data in dashboard	Within 60 minutes of edge ingestion
Daily aggregate analytics	Available by 12:00 EET the following day
Tailgating event notifications	Within 10 minutes of detection (where the add-on is contracted)

3. Measurement methodology

3.1 Premise uptime calculation

Premise uptime % = (operating minutes with active device) / (total operating minutes) × 100

Active device means the edge device sent at least one valid image to AWS within a rolling 10-minute window.
Source of truth: Indoor Informatics fleet monitoring.
Reported per calendar month. Premises installed mid-month are measured from the first full day after acceptance.

3.2 Dashboard and API availability

Availability % = (in-month minutes with successful synthetic check) / (total in-month minutes) × 100

Source: AWS CloudWatch synthetics and API Gateway 5xx error rate (excludes 4xx caller errors).
Multi-AZ infrastructure on AWS eu-west-1 underpins this commitment.

3.3 Support metrics

Measured from first customer message timestamp (email, Slack channel, or phone) to first human reply during service hours.
Tracked against the customer's account in our internal ticketing system.

4. Maintenance windows

Type	Notice	Counts as uptime?
Planned maintenance	At least 48 hours advance notice via email and Slack channels (where available)	Yes
Emergency maintenance	Best-effort notice as soon as practical	Yes
Edge device firmware and component updates	Rolling deployment; an individual device may be briefly offline	Yes

Planned maintenance is normally scheduled outside member-facing hours (weekend nights, EET).

5. Exclusions

The following do not count against our uptime or response commitments.

Customer-side network and power. ISP outages, customer LAN or Wi-Fi changes, firewall changes, VLAN reconfiguration, electrical outages, building maintenance.
Customer-side hardware events. Physical damage, tampering, unauthorized relocation, theft, environmental damage (water, heat, dust).
Customer-requested changes. Equipment remapping, camera repositioning, premise layout changes (these initiate a change request, not an outage).
Third-party service outages beyond our control, including authentication providers, AWS, Microsoft Azure, camera vendor cloud services, partner integrations.
Force majeure. Natural disasters, war, strikes, government actions, pandemics, internet backbone outages.
Beta or preview features. Anything explicitly labelled as beta, preview, or experimental.
Periods awaiting customer input. The support clock pauses while we wait for customer-supplied information, access, or on-site action.
Suspended service. Periods where the customer has unpaid invoices more than 30 days overdue.

6. Service credits

Service credits are the customer's sole and exclusive remedy for missed commitments under this SLA.

6.1 Credit schedule

Applied to the affected premise's monthly subscription fee for the month in which the miss occurred.

Monthly premise uptime	Credit
90.00% to 94.99%	5% of premise monthly fee
80.00% to 89.99%	10% of premise monthly fee
Below 80.00%	25% of premise monthly fee

For dashboard or API availability below 99% in a calendar month, a 5% credit is applied to the customer's total monthly platform fee, once per affected month regardless of duration.

6.2 Cap and stacking

Maximum total service credits in any calendar month: 25% of that customer's total monthly fees.
Uptime and availability credits do not stack on the same downtime event; the larger credit applies.
Credits are issued against the next monthly invoice. No cash refunds.

6.3 Claim process

Customers must claim credits in writing (email to support@gymplus.fi) within 30 days of the affected month's invoice, including:

Affected premise(s) and dates
Description of impact

We will respond within 10 business days with our measurement and either confirm the credit or explain the variance. Credits not claimed within 30 days are waived.

7. Reporting

Customers may request a written uptime report for any calendar month within the prior 12 months. We will deliver the report within 10 business days. Chain customers receive automatic monthly reports as part of standard account management.

8. Limitations

Nature of the service. GymPlus is an analytics platform. It is not a life-safety, security, or real-time operations system. Customers must not rely on GymPlus for any purpose where downtime could threaten safety, regulatory compliance, or critical business operations.
No consequential damages. Service credits are the sole remedy. We are not liable for lost profits, lost members, lost revenue, or other indirect or consequential damages arising from a service disruption.
Aggregate liability cap. As stated in the master Standard Customer Contract.
Beta features. Excluded from this SLA.

9. Changes to this SLA

We may update this SLA with at least 30 days' notice to customers. Any changes that materially reduce the commitments above will not apply to existing contract terms; they take effect at the next contract renewal.