SERVICE LEVEL AGREEMENT / POLICY DOCUMENT 2024
1. Introduction
This Service Level Agreement (SLA) sets forth the terms and conditions under which SupernarFitness Limited will provide fitness app services and merchandise designs to its customers.
2. Scope of Services
• Fitness App: Access to the fitness app, including workout plans, progress tracking, nutritional advice, community features and any other features to be incorporated in the future by Supernar.
• Merch Designs: Access to and purchase of fitness-related merchandise, including apparel, accessories, and digital downloads.
3. Service Availability
Fitness App: The app will be available 24/7 with the exception of scheduled maintenance and unforeseen technical issues.
3.2. Uptime Guarantee: 99.5% uptime per month.
3.3. Maintenance Window: Scheduled maintenance will occur, with a 48-hour notice provided to customers.
3.4. Merch Designs: The online store will be available 24/7, subject to maintenance and updates.
4. Support
4.1. Support Hours: Support is available Monday through Friday, 9 AM to 5PM West Africa Time.
4.2. Contact Methods: Customers can reach support via email at customercare@supernar.com , through the app’s support feature, or via phone at +2349023022255.
4.3. Response Times:
– Critical Issues (e.g., app not accessible): Within 1 hour during support hours.
– High Priority Issues (e.g., major feature not working): Within 4 hours during support hours.
– Normal Issues (e.g., minor bugs, merchandise inquiries): Within 24 hours during support hours.
5. Performance Metrics
5.1. Fitness App:
– Page Load Time: Target of under 3 seconds for all pages.
– Data Sync Time: Workouts and progress should sync within 2 minutes. (Network sync time applies)
5.2. Merch Designs:
– Order Processing Time: Orders will be processed within 2 business days.
– Delivery Time: Standard delivery within 7-14 business days, expedited options unavailable.
6. Customer Responsibilities
6.1. Fitness App: Ensure devices meet the app’s technical requirements, maintain internet connectivity, and keep login credentials secure.
6.2. Merch Designs: Provide accurate shipping information and promptly report any issues with orders.
7. Issue Resolution
7.1. Escalation Process: If an issue is not resolved within the specified response time, customers can escalate the issue by contacting the customer support department via email customercare@supernar.com, hello@supernar.com or via WhatsApp +2349023022255.
If there is a problem with any product, If you have any questions or complaints about the Supernar App or merch order, please email customercare@supernar.com. Our Complaints Procedure explains how you can follow up any complaints that you do not feel have been resolved
7.2. Compensation: In case of significant downtime or unresolved issues, customers may be eligible for compensation in the form of service credits or discounts, to be determined on a case-by-case basis.
7.3. Your rights to make changes
If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the products, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
8. Confidentiality
Both parties agree to maintain the confidentiality of any proprietary or sensitive information like email, phone number or personalized workout plan shared in the course of using the SupernarApp or during and after purchase of the merch designs.
9. Termination
• Termination by Customer: Customers can terminate the upgrade version of the service with 30 days’ notice.
• Termination by Service Provider: The service provider reserves the right to terminate the service for non-compliance with terms, with a 30-day notice.
10. Amendments
This SLA may be amended by the service provider with a 30-day notice to customers.
11. Governing Law
This agreement shall be governed by the laws of Nigeria and United Kingdom where our business is registered.
12. Other important terms
12. 1. We may transfer our rights and obligations under these terms to another organization. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.
12.2. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. This means that you can write to instruct someone else to received delivery of your merch on your behalf providing full details of address of the recipient and must wait for approval from Supernar.
12.3. This contract is between you and us. No other person shall have any rights to enforce any of its terms.
Supernar Fitness Limited.