Service Level Commitments
Version: 1.1 Effective date: 6 September 2026 (the date this version was first published on thefullsquad.com)
Changes in 1.1: section 5.2A (Pro-tier priority support is a named contact and a direct telephone line; the first-response targets are the same at every Tier, decisions 289 and 290).
The Full Squad — operated by Reload IT Ltd
These Service Level Commitments describe the service levels that Reload IT Ltd (company number 10106178, registered office Moor Park House, Bawtry Road, Wickersley, Rotherham, South Yorkshire, S66 2BL) ("Reload IT", "we", "us") aims to achieve when operating The Full Squad platform. They exist so that Clubs know what to expect from us day to day — how reliable we try to be, when we do maintenance, how we handle incidents, and how quickly we aim to respond to support requests.
Please read section 1 first. These are targets, not promises. This document does not create warranties, guarantees or contractual service levels, and it does not change anyone's rights or remedies under the Platform Terms of Service.
1. Legal status of this document — read this first
1.1 Everything in this document is a target: a good-faith statement of the service standard we aim for. Nothing in this document is a warranty, guarantee, condition, representation or other contractual commitment, and nothing in it creates any contractual, tortious or other duty owed by Reload IT to any Club, User or other person. No one may rely on this document as a promise of any particular level of service.
1.2 Missing a target set out in this document is not, by itself, a breach of the Platform Terms of Service (the "Terms"), the End User Terms of Use, or any other agreement with Reload IT.
1.3 No service credits are offered at launch. We do not operate a service-credit, refund-per-incident or compensation scheme tied to uptime or response times. If something goes wrong, your remedies are those set out in the Terms (including its limitations and exclusions of liability), and nothing in this document adds to them. Any liability Reload IT may have in connection with the availability or performance of the Service is governed solely by, and limited as set out in, the Terms — including the cap on liability and the exclusion of indirect and consequential loss stated there.
1.4 If, despite section 1.1, any part of this document is held to have contractual effect, then: (a) the relevant target is to be read as an obligation to use reasonable endeavours only; and (b) the limitations, exclusions and cap on liability in the Terms apply to it in full.
1.5 Nothing in this document (or in the Terms) excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation. Nothing in this document affects any statutory rights of a User who is a consumer (including under the Consumer Rights Act 2015) that cannot lawfully be excluded or restricted.
1.6 If there is any conflict between this document and the Terms, the Terms prevail. If there is any conflict between this document and the Data Processing Agreement (the "DPA"), the DPA prevails on matters of data protection.
1.7 This document is addressed to Clubs and Users. A person who is not a Club or a User has no rights under or in connection with it, and no rights under the Contracts (Rights of Third Parties) Act 1999 arise from it.
1.8 Capitalised terms used but not defined here have the meanings given in the Terms. In this document:
- "Club" means an organisation with a current subscription to the Service under the Terms;
- "Core Application" means the authenticated application at
thefullsquad.app, including{club}.thefullsquad.apptenant subdomains when serving the authenticated application; - "Service" means The Full Squad software platform, comprising the Core Application, public club-site pages, and the marketing site at
thefullsquad.com; - "User" means an individual using the Service under the End User Terms of Use;
- "Business Day" means Monday to Friday excluding UK bank holidays observed by Reload IT;
- "Business Hours" means 09:00 to 17:00 UK time on Business Days.
1.9 The Service is a software platform only. Reload IT does not provide footballing, coaching, childcare or safeguarding services, and nothing in this document — including any uptime target, severity classification, alert, notification or report — creates any duty of care in respect of a Club's operations or its members, or transfers any part of the Club's own operational or legal duties to Reload IT. A Club must never rely on the availability of the Service for anything safety-critical: the Club remains solely responsible for its own operational arrangements, including keeping offline copies of any information it needs at training sessions, matches and events (such as emergency contact or medical details) regardless of platform availability.
2. Availability target
2.1 We target monthly availability of the Core Application of 99.5%, measured per calendar month. The marketing site, public club-site pages, and email or notification delivery once dispatched carry no availability target.
2.2 "Availability" means the Core Application is able to accept logins and serve core application functions. It is measured by our own monitoring systems, whose records (maintained in good faith) are the definitive source for any availability discussion. Degradation of a non-core or cosmetic feature does not count as unavailability.
2.3 The following are excluded from the availability measurement (that is, they do not count as downtime):
(a) planned maintenance carried out in accordance with section 3;
(b) emergency maintenance carried out in accordance with section 3.4;
(c) unavailability caused by factors outside our reasonable control, including (without limitation) internet or DNS failures outside our systems, failures of a Club's own connectivity, devices or custom-domain configuration, denial-of-service or other attacks, and failures of third-party services we depend on (including hosting, database, payment and email sub-processors);
(d) unavailability caused by the Club or its Users, including misuse, breach of the Acceptable Use Policy, or acts or omissions contrary to our documentation or reasonable instructions;
(e) suspension or restriction of the Service exercised in accordance with the Terms (for example for non-payment, Acceptable Use Policy breach or safeguarding grounds);
(f) beta, preview, trial or explicitly experimental features, and AI-assisted features (including Squad Assist), all of which are provided as-is with no availability target and no warranty as to their outputs.
2.4 The 99.5% figure is a target only (see section 1). Missing it in any month, or in any number of months, gives rise to no credit, refund, right of termination or other remedy beyond whatever rights (if any) the Club already has under the Terms.
3. Planned and emergency maintenance
3.1 We carry out planned maintenance to keep the Service secure, reliable and up to date. Where reasonably practicable we schedule planned maintenance outside peak usage times — recognising that grassroots football activity concentrates on evenings and weekends, we aim to use weekday late-night/early-morning windows (UK time).
3.2 For planned maintenance that we expect to make the Core Application materially unavailable, we aim to give at least 48 hours' notice by one or more of: in-app notice, status channel, or email to Club administrators. An inadvertent failure to give notice does not convert planned maintenance into downtime for the purposes of section 2, though we will always try to communicate.
3.3 We aim to keep any single planned maintenance window to a reasonable duration and to restore full service as quickly as we can.
3.4 Emergency maintenance — for example to apply an urgent security patch, contain an incident, or protect data (including children's data, whose protection we will always prioritise over uninterrupted availability) — may be carried out at any time without prior notice. We will notify Clubs as soon as reasonably practicable, before or after the event as circumstances allow.
3.5 Maintenance under this section 3 is excluded from availability measurement under section 2.3.
4. Incident communication
4.1 If we become aware of an incident materially affecting the availability or core functionality of the Core Application, we aim to:
(a) publish/acknowledge a confirmed major incident on our public status page within a reasonable time;
(b) provide proportionate public status updates while a major incident is ongoing, supplemented by email/in-app notices to affected Clubs where useful;
(c) confirm resolution when service is restored; and
(d) for major incidents (Severity 1, as described in section 5), provide Club administrators with a brief post-incident summary of what happened and what we changed, where we consider that useful — we do not commit to formal root-cause-analysis reports.
4.2 Incident communications are operational updates provided in good faith. They are not admissions of breach, fault or liability, and statements made in them (including provisional causes and time estimates) are not warranties or representations and may be corrected as our understanding develops.
4.3 Personal data breaches are handled separately under the DPA: where an incident involves a personal data breach affecting data we process on a Club's behalf, we notify the affected Club without undue delay in accordance with the DPA (target: initial notification within 24 hours of becoming aware), and that notification regime takes precedence over the general incident communication described in this section. Nothing in this section reduces our obligations under the DPA.
4.4 A public security page is published at thefullsquad.com/security alongside our public status page. It states our current security posture and, once measured, our recovery time objective, recovery point objective and breach-notice timing; where those figures are not yet published there, the operational target in clause 6.2 remains the position stated in this document.
5. Support and first-response targets
5.1 Support is provided in English via in-app support and info@thefullsquad.com during Business Hours. Critical security/platform incidents may be reported outside Business Hours, but guaranteed out-of-hours staffed support is not offered at launch.
5.2 We classify requests in good faith and target the following first response times during Business Hours:
| Severity | Example | First-response target |
|---|---|---|
| Critical | Widespread production outage, severe security incident, or core service unavailable for most users | 1 working hour |
| High | Major function materially impaired for a Club with no reasonable workaround | 4 working hours |
| Normal | Standard fault, configuration or operational support request | 1 working day |
| Low / general | Minor issue, how-to question or non-urgent enquiry | 2 working days |
These are first-response targets, not guaranteed resolution times or contractual service credits. These targets are unchanged for the Starter and Club Tiers.
5.2A Pro-tier priority support. A Club subscribed on the Pro Tier receives a named support contact and a direct telephone line during Business Hours. The first-response targets in section 5.2 apply to every Tier without variation; Pro priority support changes who answers and how the Club reaches them, not the targets (decision 290).
5.3 Support covers operation of The Full Squad software. It does not provide football, safeguarding, legal, medical, club-governance or general IT advice.
6. Backups and data protection context
6.1 Encrypted backups operate on a 30-day rotation. Data deleted from live systems may remain in disaster-recovery backups for up to a further 30 days and is not used for ordinary processing during that period.
6.2 For a personal data breach affecting Club Data, the DPA's binding obligation is notification to the affected Club without undue delay. Our operational target is to provide the initial notification within 24 hours of becoming aware, with information supplemented as the investigation develops.
6.3 A normal Club data-export request is targeted for completion within 5 working days. Following termination, the Club has a 30-day window in which to request its export.
7. Fair use and Club-side dependencies
7.1 Meeting the targets in this document assumes normal, fair use of the Service in line with the Terms and the Acceptable Use Policy. We may deprioritise or decline support requests, and are not accountable against these targets, where the issue arises from misuse, abuse of support channels, unauthorised modification or automated bulk access.
7.2 Some aspects of the experience depend on the Club or third parties and sit outside these targets entirely, including: custom-domain DNS the Club controls; email deliverability to recipients' inboxes once dispatched by our email sub-processor; payment processing, settlement timing and payouts, which are governed by Stripe; and the accuracy and completeness of data entered by the Club and its Users.
8. Changes to these commitments
8.1 The Service and our operational practices will evolve, particularly in the launch phase. We may revise these Service Level Commitments from time to time. For material changes we will give Clubs at least 30 days' notice by in-app notice or email to Club administrators; non-material changes (clarifications, corrections, changes to internal process descriptions) may be made without notice.
8.2 The version of this document published on our platform at any time is the current version and applies from the date it takes effect. Because this document sets targets rather than contractual rights, a revision does not vary the Terms and requires no acceptance by any Club or User.
8.3 We may introduce formal, contractual service levels (for example, for a future tier) in future. Unless and until we expressly do so in a signed or clearly designated contractual document, no contractual service level exists, and no course of dealing, past performance, statement in this document or statement outside the Terms creates one.
9. Governing law and interpretation
9.1 This document, and any dispute or claim arising out of or in connection with it or its subject matter (including non-contractual disputes or claims), is governed by the law of England and Wales, and — subject to any non-excludable right of a consumer to bring or defend proceedings in the courts of their home country — the courts of England and Wales have exclusive jurisdiction.
9.2 If any provision of this document is held invalid or unenforceable, it is to be read down to the minimum extent necessary, and the remainder continues in full effect. Section headings are for convenience only. "Including" means "including without limitation".
10. Questions
10.1 Questions about this document or about a specific incident or support request can be raised through the in-app support route or by email to info@thefullsquad.com.
Reload IT Ltd — company number 10106178 — registered office Moor Park House, Bawtry Road, Wickersley, Rotherham, South Yorkshire, S66 2BL.
The canonical, machine-readable source for this document is held by Reload IT Ltd. Questions: info@thefullsquad.com.