Service Levels
Version 2026-10-30 · Last updated: October 30, 2026
Gym Software Terms · Service Levels · Data Processing Agreement
These Service Levels are part of the Gym Software Terms. They say what support each plan gets, how quickly we respond, how much of the time the Service is available, and what we owe a Gym when we miss that. The free trial gets Standard support with no uptime commitment.
1. Support by plan
| Standard | Premium | |
|---|---|---|
| Onboarding | One guided remote session to set up plans, staff and branding | Done with you by a named onboarding manager |
| Data migration (YDL, Kore, Excel) | Import templates in the gym app; assisted migration charged once | Members, plans and payment history migrated for you |
| Staff training | Recorded guides and one live session | Four live sessions a year, plus new-staff training on request |
| Channels | Email, phone and WhatsApp | Email, phone, a dedicated WhatsApp group and a named account manager |
| Hours (IST) | Monday to Saturday, 9 AM to 7 PM | Every day, 7 AM to 10 PM |
| Business reviews | None | Quarterly |
2. Response times
Measured within support hours from when the Gym reports the issue by email to hello@fitstat.in, by phone or WhatsApp on +91 9606635003, or in its support channel. For a P1 outage, call as well as writing.
| Priority | Example | Standard | Premium |
|---|---|---|---|
| P1 Outage | The gym app or kiosk is down for everyone | 4 hours | 1 hour |
| P2 Issue | A feature is broken with no workaround | 1 business day | 4 hours |
| P3 Question | How-to questions, small changes | 2 business days | 1 business day |
Response means a person has looked at the issue and replied; we keep working on it until it is fixed and keep the Gym posted.
3. Availability
- Both plans: we commit to the gym app being available at least 99.5% of each calendar month (measured by our monitoring, every minute, from outside the server).
- Planned maintenance announced at least 48 hours ahead and done between 11 PM and 5 AM IST, outages of third parties the Gym chose (its Razorpay account, WhatsApp, SMS, its internet connection or devices), and misuse of the Service do not count as downtime.
4. Service credits
If the gym app's availability in a calendar month is below the commitment in section 3, the Gym gets a credit of part of that month's fee for each affected branch (the price of its term divided by the months in the term):
- below 99.5%: 5% of that month's fee;
- below 99%: 10% of that month's fee;
- below 97%: 25% of that month's fee.
Only the highest level that applies is credited, and credits in a month never exceed 25% of that month's fee. The Gym asks for a credit by writing to us within 30 days of the month's end; we confirm it and take it off the Gym's next payment, or refund it with a GST credit note if the Gym does not pay for another term. Credits are the Gym's only money remedy for the Service being unavailable. If the gym app is down for more than an hour, we tell Premium Gyms what happened and what we are doing about it, and send a written incident note afterwards.
5. Backups and restores
- Every Gym's data is backed up automatically every night, and an encrypted copy is kept off the server in Amazon S3 storage in Mumbai, India (AWS ap-south-1). The newest backup is checked automatically every week. A restore brings the data back as it was at the last nightly backup; changes made since then are not in it.
- Standard: one restore of the Gym's data on request each year at no charge.
- Premium: restores on request, and a restore test report each quarter.
- The Gym can also keep its own copy at any time with the gym app's exports.
6. Help with setting up
Our sign-up guide shows each step of setting up a gym, and the gym app's Getting started card tracks what is left. Standard's guided session and Premium's onboarding are booked through the support contacts above.
7. Security incidents
If we learn of a breach affecting a Gym's personal data, we tell the Gym as the Data Processing Agreement requires.