Overview
ClubPal is a booking and membership management platform built for volunteer-run sports clubs. This policy sets honest, realistic expectations for how we handle support requests.
Support is available via the ClubPal website. All requests are tracked as tickets and handled in priority order.
This policy is reviewed periodically. Last reviewed: May 2026.
Support Hours
Business hours are Monday to Friday, 09:00 to 17:30 UK time, excluding UK public holidays.
P1 incidents are monitored outside of business hours on a best-efforts basis. We will always aim to acknowledge a P1 as quickly as possible, but cannot guarantee round-the-clock cover.
Priority Levels and Response Times
The table below defines our three priority levels and the commitments attached to each.
| Priority | Description | First Response | Target Resolution | Updates |
|---|---|---|---|---|
| P1 Critical | Platform unavailable or data integrity issue affecting live clubs | 2 hours | 8 business hours | Every 2 hours |
| P2 High | Core feature significantly impaired with no workaround available | 4 business hours | 2 business days | Daily |
| P3 Standard | General queries, non-urgent issues, configuration help, feature requests | 1 business day | 5 business days | On update |
Response and resolution times are measured in business hours unless otherwise stated. Resolution time is a target, not a guarantee; some issues may require investigation or third-party involvement beyond our control.
Priority Definitions in Detail
P1 - Critical
A P1 is raised when ClubPal is completely unavailable, or when an issue is causing or likely to cause data loss, financial discrepancy, or a significant breach of data integrity affecting one or more live clubs. Examples include:
- The platform is returning errors for all users across all clubs
- Payments are being processed incorrectly or funds are unaccounted for
- Member data is inaccessible or corrupted
P2 - High
A P2 is raised when a core feature is not functioning correctly and there is no reasonable workaround available. The platform is partially usable but a key workflow is blocked. Examples include:
- Booking or session management is unavailable for a specific club
- Membership renewals or pass redemptions are failing
- Stripe or Square payment integration is not processing transactions
- Club administrators cannot log in
P3 - Standard
A P3 covers everything else, including general questions, configuration assistance, cosmetic issues, non-critical bugs with a workaround available, and feature requests. Examples include:
- Questions about how a feature works
- Help setting up a new facility, session type, or membership tier
- Requests for new features or changes to existing behaviour
- Minor display issues that do not affect functionality
How to Raise a Support Request
Support requests can be submitted via the support form on the ClubPal website. Please include:
- Your club name and the email address associated with your account
- A clear description of the issue, including any error messages
- Steps to reproduce the problem, if applicable
- The priority you believe applies, with a brief reason
We reserve the right to reassign the priority of a ticket based on our assessment of the impact. We will notify you if we do so.
What to Expect After Submitting
Once a ticket is submitted, you will receive an acknowledgement. We will keep you updated according to the update frequency in the table above. For P3 tickets, we will respond when there is meaningful progress to report.
Where a fix requires a deployment or a third-party dependency, we will communicate timelines as soon as they are known.
Out of Scope
The following are outside the scope of ClubPal support:
- Issues caused by third-party services (Stripe, Square, Apple Wallet, Google Wallet) where the fault lies with the provider
- Problems resulting from unsupported browser versions or operating systems
- Custom development or integrations not built by ClubPal
- Data entry errors made by club administrators
Feedback
We welcome feedback on both our product and our support. If you feel a ticket was not handled appropriately, please reply to the ticket and let us know. We take all feedback seriously.
For questions about this policy, contact us at support@clubpal.app.