Last updated: May 2026
Service Level Agreement
ScrambleSync — Effective May 2026
1. Uptime commitment
ScrambleSync commits to 99.5% monthly uptime for the scramblesync.com web application and API. This commitment excludes scheduled maintenance windows communicated in advance.
2. Measurement
Uptime is measured as the percentage of minutes in a calendar month during which the Service is functionally available — meaning an authenticated organizer can sign in and the core tournament functions (loading the dashboard, viewing or entering scores, and viewing leaderboards) respond successfully. Functional availability is not satisfied merely because the server returns a non-5xx HTTP status: a response that returns HTTP 200 but does not deliver core functionality still counts as downtime. Measurements are taken from external monitoring systems. Periods of scheduled maintenance are excluded from the uptime calculation.
3. Scheduled maintenance
Scheduled maintenance windows will be communicated to organizers via email at least 24 hours in advance. Downtime occurring during a communicated scheduled maintenance window does not count against the uptime commitment.
4. Incident notification & support response
ScrambleSync triages support requests and incidents by priority. The targets below are initial response (acknowledgement) targets during standard support hours — US business hours, Monday through Friday — and are not resolution guarantees. Email is the standard support channel: [email protected] for general support and [email protected] for incidents.
| Priority | Description | Target initial response |
|---|---|---|
| P1 (Critical) | Full service outage, critical data loss, or payments down. | 2 hours |
| P2 (High) | A major feature is broken for many users with no workaround. | 1 business day |
| P3 (Normal) | A minor or cosmetic issue, a question, or an affected feature that has a workaround. | 2 business days |
For a confirmed P1 incident, ScrambleSync will notify registered organizers within 2 hours of incident confirmation via email and provide status updates at regular intervals until the incident is resolved.
Optional paid event-day support. Organizers may purchase a dedicated event-day support window — priority response and a direct contact path during their event — as an add-on or via an Order Form. This is an available option and is not included by default; contact [email protected] to arrange.
5. Service credits
If monthly uptime falls below the committed threshold, eligible customers may request a service credit applied to their next invoice:
| Monthly uptime | Credit |
|---|---|
| Below 99.5% but at or above 99.0% | 10% of next invoice |
| Below 99.0% | 25% of next invoice |
Service credits are the sole and exclusive remedy for downtime. Credits must be requested within 30 days of the affected calendar month by emailing [email protected].
6. Exclusions
The uptime commitment does not apply to downtime caused by:
- Force majeure events (natural disasters, war, government action).
- Outages in third-party infrastructure on which ScrambleSync depends, including Supabase (database), Stripe (payments), and Cloudflare (CDN / DDoS protection).
- Actions or omissions by the customer, including misconfigured integrations or unauthorized access using customer credentials.
- Scheduled maintenance communicated at least 24 hours in advance.
7. Contact
To report an incident or request a service credit, contact: [email protected]. For general inquiries, email [email protected].