1. Introduction & Scope
This Service Level Agreement ("SLA") supplements the EliteCircle Terms of Service and outlines the performance standards, availability guarantees, and support commitments provided by EliteCircle ("Provider") to its subscribing members ("Customer"). This SLA applies to all paid membership tiers and governs the delivery of the EliteCircle Platform, including web application, mobile applications, content delivery network, live session infrastructure, and associated APIs.
2. Service Definitions
The "Service" encompasses the following components:
- Core Platform: Member dashboard, course library, community forums, progress tracking, and certification management.
- Content Delivery: Video streaming infrastructure, downloadable assets, and interactive learning modules.
- Live Infrastructure: Real-time coaching sessions, webinars, and Q&A events.
- Mobile Applications: iOS and Android native applications for offline and on-the-go access.
- API & Integrations: RESTful APIs for Enterprise plan custom workflows and third-party SSO/LMS connectors.
3. Availability & Uptime Guarantee
EliteCircle guarantees a monthly Service Uptime Percentage of 99.9% for the Core Platform and Content Delivery components, measured on a rolling calendar month basis.
Uptime Calculation:
- Uptime % = (Total Minutes in Month − Unplanned Downtime Minutes) ÷ Total Minutes in Month × 100
- Unplanned downtime is measured via independent third-party monitoring across multiple geographic endpoints.
- Scheduled maintenance, customer-initiated downtime, and third-party provider outages are excluded from downtime calculations.
4. Performance Standards
| Metric | Target | Measurement Method |
|---|---|---|
| Initial Page Load (Dashboard) | ≤ 2.5 seconds | 95th percentile, global CDN cache |
| Video Stream Start Time | ≤ 3 seconds | Adaptive bitrate streaming (HLS/DASH) |
| API Response Time (99th %) | ≤ 400ms | Server-side latency, excluding client network |
| Live Session Latency | ≤ 800ms | WebRTC edge routing optimization |
5. Support Tiers & Response Times
Support response and resolution targets vary by membership tier. Response time is measured from ticket creation to first substantive engineer reply.
| Tier | Response Time | Resolution Target | Support Channels |
|---|---|---|---|
| Starter | ≤ 24 hours | ≤ 5 business days | Email, Knowledge Base, Community |
| Professional | ≤ 8 hours | ≤ 2 business days | Email, Live Chat, Priority Queue |
| Enterprise | ≤ 1 hour (Critical) | ≤ 24 hours (Critical) | Dedicated Success Manager, Phone, SLA Dashboard |
6. Scheduled Maintenance
EliteCircle performs scheduled maintenance to deploy security patches, performance upgrades, and new features.
- Notice Period: Minimum 72 hours advance notice via email and in-app notifications.
- Preferred Window: Sundays 02:00–06:00 UTC (adjustable for Enterprise accounts).
- Exceptions: Critical security vulnerabilities may require emergency maintenance with 24-hour notice.
- Communication: All maintenance windows are published on the EliteCircle Status Dashboard at
status.elitecircle.com.
7. Service Credits & Remedies
If EliteCircle fails to meet the Uptime Guarantee, eligible Customers may request service credits applied to their next billing cycle. Credits do not constitute a refund and are capped at 100% of the monthly subscription fee.
| Monthly Uptime % | Service Credit |
|---|---|
| 99.90% – 99.99% | 10% of monthly fee |
| 99.00% – 99.89% | 25% of monthly fee |
| Below 99.00% | 50% of monthly fee |
Claim Process: Credits must be requested within 30 days of the end of the affected billing cycle via the Account Portal or support email. Automatic credits are not issued; manual verification applies.
8. Exclusions & Limitations
Service credits and SLA guarantees do not apply to incidents caused by:
- Force majeure events (natural disasters, war, terrorism, government action, internet backbone failures)
- Customer negligence, misuse, or unauthorized modifications to the account
- Third-party services, CDNs, payment processors, or SSO providers outside EliteCircle's control
- Beta features, experimental modules, or explicitly marked "preview" services
- Network congestion, ISP outages, or local device/browser compatibility issues
- Customer-requested changes, data migrations, or API rate limit thresholds
9. Customer Responsibilities
To maintain SLA compliance, Customers agree to:
- Maintain secure, unique credentials and enable two-factor authentication
- Use supported browsers, devices, and minimum network requirements (≥10 Mbps stable connection)
- Report incidents through official channels with sufficient diagnostic information
- Keep account information and payment methods current
- Comply with acceptable use policies and community guidelines
10. Review, Modification & Governing Law
This SLA is reviewed annually and may be updated to reflect infrastructure improvements or service evolution. Material changes will be communicated via email and in-app notification at least 30 days prior to the effective date. Continued use of the Service constitutes acceptance of revised terms.
This SLA shall be governed by and construed in accordance with the laws of [Jurisdiction/State], without regard to conflict of law principles. Any disputes arising under this SLA shall be resolved through binding arbitration in [City, State], except where prohibited by applicable consumer protection laws.
Contact & Support
- General Support: support@elitecircle.com
- Enterprise/SLA Inquiries: enterprise@elitecircle.com
- Security & Incidents: security@elitecircle.com (PGP Key available upon request)
- Status Dashboard: status.elitecircle.com