Service Level Agreement
Matchday reliability is non-negotiable. 99.5% uptime targets, weekend deployment blackouts, and guaranteed response tiers for clubs using Touchline360.
Last updated 2026-10-241. Scope and applicability
This Service Level Agreement (“SLA”) governs the availability and technical support of the hosted Touchline360 platform (specifically Debrief, vision processing services, and cloud API endpoints) operated by Trequa for clubs with an active subscription or enterprise agreement.
Kickoff Pulse operates locally on the coach’s personal hardware and is governed by local operating system and device specifications rather than cloud uptime metrics.
2. Monthly uptime commitment
Trequa will use commercially reasonable efforts to make the hosted service available with a Monthly Uptime Percentage of at least 99.5% during each calendar billing cycle.
Monthly Uptime is calculated as total minutes in a month minus minutes of downtime, divided by total minutes in that month, excluding scheduled maintenance windows and force majeure events.
3. The Matchday Maintenance Blackout Window
Football does not stop on weekends. Friday night fixtures, Saturday derbies, and Sunday morning youth tournaments are when coaches and analysts depend on video the most.
Matchday Maintenance Freeze: We observe an absolute deployment freeze from Friday 18:00 UTC through Sunday 23:59 UTC. No routine maintenance, non-emergency database migrations, or disruptive infrastructure changes are performed during this window.
Scheduled maintenance outside the blackout window is conducted during low-traffic periods (typically Tuesday or Wednesday between 02:00 and 05:00 UTC) and requires at least five (5) days’ prior written notice to club administrators.
4. Incident severity and response targets
When an operational issue occurs, our engineering team mobilizes according to strict classification tiers:
| Severity Tier | Operational Definition | Initial Response | Cadence |
|---|---|---|---|
| Severity 1 (Critical Matchday Outage) | Core workspace inaccessible; inability to view match video, log in, or review tactical findings during matchday preparation or post-match review. | < 30 minutes (24/7 on-call) | Every 30 minutes until resolved |
| Severity 2 (Major Impairment) | Core application accessible but video ingestion queue severely delayed (> 3 hours) or vision tracking processing degraded. | < 2 hours | Every 2 hours |
| Severity 3 (Minor / Administrative) | Cosmetic defects, non-blocking UI discrepancies, or export report styling issues that do not impede matchday coaching. | < 1 business day | Upon patch deployment |
5. Service credits
If Trequa fails to meet the 99.5% Monthly Uptime Percentage, eligible enterprise clubs may request a Service Credit against their next scheduled billing cycle:
- 99.0% to < 99.5%: 10% credit of the monthly subscription fee.
- 95.0% to < 99.0%: 25% credit of the monthly subscription fee.
- < 95.0%: 50% credit of the monthly subscription fee.
To claim a Service Credit, club administrators must submit a claim through the contact page within thirty (30) days of the month in which the service level target was missed.
6. Exclusions
The SLA does not apply to: (a) beta or experimental features clearly designated as unreleased; (b) downtime caused by stadium Wi-Fi, cellular uplink failure, or local internet service provider outages; (c) third-party external broadcast stream dropouts outside Trequa’s control; or (d) suspensions resulting from breach of our Terms of Service.