Service Level Agreement

1.1 Parties
This Service Level Agreement ("SLA") is entered into between Clubhouse 360 ("Provider", "we", "us") and the subscribing organisation ("Client", "you") on the Professional subscription plan.

1.2 Scope
This SLA applies exclusively to the Clubhouse 360 hosted platform accessed via the Provider's designated URL. It does not cover third-party integrations, client-managed infrastructure, or self-hosted deployments.

1.3 Effective Date
This SLA is effective from the date the Client's account is activated and remains in force for the duration of the Professional subscription.

"Uptime" means the percentage of total minutes in a calendar month during which the Clubhouse 360 platform is operational and accessible, excluding:

• Scheduled maintenance windows (Sundays 02:00–04:00 UTC)
• Downtime caused by third-party service failures (hosting provider, DNS, CDN)
• Force majeure events (natural disasters, government action, cyber attacks beyond reasonable control)
• Client-caused outages (misconfigured API keys, exceeded rate limits)

Professional plan threshold: 99.95% monthly uptime = maximum ~21 minutes of unplanned downtime per month.

If Clubhouse 360 fails to meet the 99.95% uptime commitment in any given calendar month, the Client is entitled to a service credit:

Credit Conditions:

• Credits must be requested within 30 days of the incident via email to [email protected]
• Credits apply as a deduction on the next invoice only
• Credits are not redeemable for cash
• Maximum credit in any single month shall not exceed 30% of the monthly subscription fee ($74.70 for Professional)
• Credits are the Client's sole remedy for uptime failures under this SLA

• All data is encrypted in transit (TLS 1.2+) and at rest (AES-256)
• Automated database backups every 6 hours, retained for 30 days
• Backup restoration available upon request within 4 hours
• No PCI-DSS scope: Clubhouse 360 does not store cardholder data
• Client data is logically isolated per club (multi-tenant architecture)
• Provider will notify Client within 72 hours of becoming aware of a confirmed data breach affecting Client data

1. The Provider's total liability under this SLA shall not exceed the total monthly subscription fees paid by the Client in the month in which the incident occurred.
2. The Provider is not liable for indirect, consequential, or special damages arising from service downtime.
3. This SLA does not constitute a warranty of any kind beyond the specific commitments stated herein.

Clubhouse 360 reserves the right to modify this SLA with 30 days' written notice to the Client's registered email address. Continued use of the service after the notice period constitutes acceptance of the revised SLA.

This SLA is governed by the laws of the Republic of South Africa. Disputes shall be resolved in the courts of South Africa.