Our Support Policy
ClubPal provides support to help volunteer-run sports clubs get the most from the platform. All tickets are tracked and prioritised so we can respond quickly when it matters most.
Last reviewed: May 2026
Overview
ClubPal is built to support volunteer-run sports clubs, and we take that responsibility seriously. This policy sets out how we handle support requests, what response times you can expect, and how we decide what gets worked on first.
We're a small team. We don't pretend to have the resources of a large SaaS company, but we do care about getting things right and being honest with you about what's happening.
All support requests are submitted through our Support page and tracked in our ticketing system. This ensures nothing falls through the cracks and allows us to provide consistent, accountable service.
This policy forms part of Our Terms of Service. It is reviewed periodically, and material changes will be notified in line with the Terms of Service.
Support Hours
Our support team operates during the following hours:
Monday to Friday, 09:00–17:30 UK time (excluding UK public holidays)
P1 Critical tickets are monitored outside of these hours on a best-efforts basis. We will acknowledge all P1 tickets as quickly as possible, including evenings and weekends.
Tickets submitted outside business hours will be picked up at the start of the next business day, with the exception of P1 issues which are actively monitored.
Priority Levels & Response Times
We use a three-level priority system to ensure the most critical issues receive the fastest response. Please select the priority level that best describes your issue when submitting a ticket.
| Priority | Description | First Response | Target Resolution | Updates |
|---|---|---|---|---|
| P1 Critical | Platform unavailable to all users, or data integrity issue | 4 hours (best-effort, incl. OOH) | 8 business hours | Every 2 hours |
| P2 High | Core feature impaired with no workaround available | 4 business hours | 2 business days | Daily |
| P3 Standard | General queries, non-urgent issues, feature requests | 1 business day | 5 business days | On update |
If we believe a ticket has been assigned an incorrect priority, we may reassign it and notify you of the change with an explanation.
Response and resolution times are measured in business hours unless otherwise stated. Response and resolution times are targets, not guarantees; some issues may require investigation or third-party involvement beyond our control.
Priority Definitions in Detail
Use these definitions to help you choose the right priority level when submitting your ticket.
A P1 issue is one that makes the ClubPal platform completely unusable for all members or administrators of a club. These are rare but serious issues that we treat as our highest priority. Examples include:
- Platform errors that prevent all users from accessing their account
- Incorrect or duplicate payment processing
- Member data appearing inaccessible or corrupted
A P2 issue is one where a core feature is impaired and no reasonable workaround exists. The platform is still accessible but a significant function is broken. Examples include:
- Booking or session management features not working correctly
- Membership renewals failing for members
- ClubPal Payments integration not working
- Club administrator login failure affecting multiple admins
A P3 issue covers all general, non-urgent requests and questions. The platform is working and this issue does not prevent you or your members from using it. Examples include:
- Questions about how a feature works
- Help configuring settings or customising your instance
- Feature requests or suggestions for improvement
- Minor display or cosmetic issues
How to Raise a Support Request
All support requests must be submitted through our Support page. We use a ticketing system to track every request, this means nothing gets lost and you receive a confirmation email with a reference number.
What to include in your request
The more context you can give us, the faster we can help. Please include:
- Your club name and the email address associated with your ClubPal account
- A clear description of the issue or question
- Steps to reproduce the issue (if applicable)
- Your chosen priority level and the reason for it
- Screenshots or screen recordings if they help illustrate the problem
If we need more information, we will contact you via email. Providing complete information upfront helps us resolve your issue faster and avoids unnecessary back-and-forth.
What to Expect After Submitting
Once you submit a ticket:
- You will receive an automated acknowledgement email with your ticket reference number
- A member of the ClubPal team will review your ticket and respond within the timeframes set out above
- We may ask for additional information if needed, please respond promptly to avoid delays
- Once resolved, we will close the ticket and send you a summary of the resolution
For P1 Critical issues, we will provide updates at least every two hours until the issue is resolved, even if there is no new information to share. Keeping you informed is a priority.
Out of Scope
The following are not covered by ClubPal support:
- Third-party issues: Problems caused by our payment processing partner or other third-party services that are outside our control. We will help you understand the issue and point you to the right resource.
- Unsupported browsers or devices: ClubPal supports current versions of Chrome, Firefox, Safari, and Edge. Issues specific to older or unsupported browsers are out of scope.
- Custom development: Requests to build bespoke features or integrations that are not part of the standard ClubPal platform.
- Data entry errors: Mistakes made by club administrators or members when entering data. We can advise on correcting these, but cannot action them on your behalf.
Feedback
We genuinely want to know when something isn't working well, whether that's a product issue or how we handled a support request. Your feedback helps us improve for every club on the platform.
If you'd like to share feedback on our support service, you can email us directly at support@clubpal.app or submit a P3 ticket through the support page.