NPE SLA Policy

1. Purpose

This SLA outlines service expectations for Coaching and NPE RAINMAKER™.

2. Services Provided
  • Coaching 
  • Education in the Members Area (lessons, resources, and tools)
  • NPE RAINMAKER™
3. Service Availability
  • Coaching Support via Slack or Support Tickets: Availability as follows (except on Holidays and During NPE Live Events):
    • Monday 9 AM – 8 PM PST
    • Tuesday  9 AM – 8 PM PST
    • Wednesday  9 AM – 8 PM PST
    • Thursday  9 AM – 8 PM PST
    • Friday  9 AM – 3 PM PST
4. Support and Response Times
  • Coaching Inquiries: Addressed within 1 business day.
  • Technical Support:
    • Critical Issues: Response within 1 working day, best endeavors to resolve within 24 business hours.
    • High Priority Issues: Response within 1-2 working days, best endeavors to resolve within 48 business hours.
    • Low Priority Issues: Response within 2-3 working days, best endeavors to resolve within 72 business hours.

Critical Issues:

  • Issues that completely block access to essential services or features, such as:
    • Inability to log in or access the Members Area or critical resources.
    • Complete system outages or service disruptions that prevent business operations.
    • Payment processing failures or security-related problems.

High-Priority Issues:

  • Issues that significantly affect the functionality or performance of the system but allow for continued use in a limited capacity, such as:
    • Partial system downtime or slow performance.
    • Errors affecting important features, like scheduling calls or accessing certain coaching resources.
    • Problems that cause significant delays or inconveniences but do not fully stop usage.

Low-Priority Issues:

  • Issues that have a minor impact on service or involve non-critical features, such as:
    • Cosmetic errors like incorrect formatting or minor display bugs.
    • Feature requests or feedback that don’t affect immediate operations.
    • Small inconveniences that don’t prevent ongoing use of services.
5. Client Responsibilities
  • Complete assigned tasks in the Members Area.
  • Attend and participate in calls weekly
  • Engage on the program Slack channel to get updates and coaching support.
  • Provide screenshots of technical issues submitted through the Support Ticket.
6. Performance Metrics
  • Uptime Guarantee: 99.9% for NPE RAINMAKER™
  • Coaching Quality: Tracked through client feedback.
7. Escalation Procedures

Unresolved issues escalate to higher management if not addressed within response times. Clients will be informed if an issue has been escalated.

8. Review

The SLA is reviewed annually, with updates communicated to clients.

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