P1 · Critical
First response within 4 business hours
Broad service unavailability, widespread access blockage or a suspected security or data incident. Updates will be shared at least each business day while the impact continues.
WebGym
Support SLA
Updated 8 October 2026
First-response targets and support channels for WebGym spaces, teams and members.
This SLA describes WebGym's operational support. It applies to spaces with an active service, according to the applicable plan or commercial agreement. During trials or on free plans, support is provided on a best-efforts basis unless stated otherwise.
Support hours
Support is available on business days from 09:00 to 18:00 (UK time), excluding public holidays in England and Wales. Requests sent outside these hours start being counted on the next business day. Contact support@webgym.uk or use the support page.
Member support
Your space is the first point of contact for questions about your relationship with it. WebGym supports technical problems with the platform and app.
- For bookings, plans, payments, cancellation rules, space-managed profile data and workout or assessment content, contact your space first.
- If your space cannot resolve an account access, app behaviour or technical issue, it can refer the request to WebGym support.
- For urgent account access problems or suspected security issues, the target for a first response is 1 business day. For other member requests, the target is 2 business days.
- These targets refer to the first human response and do not guarantee resolution within the same period. Resolution may depend on the space, device and external providers.
Client and space support
Administrator and team requests are classified by urgency and operational impact:
P2 · High
First response within 1 business day
A core feature is unavailable for the space or there is a significant operational impact.
P3 · Normal
First response within 2 business days
Questions, errors or limitations without a broad blockage of the space's operation.
P4 · Request
First response within 3 business days
Configuration, clarification, training or feature request. Effort and delivery timing are assessed separately.
What first response means
First response means human acknowledgement, initial triage and, where possible, an indication of next steps. It is not a resolution commitment. Resolution timing depends on reproducing the issue, the information provided, the space's cooperation and external integrations or services.
Exclusions and dependencies
- Unavailability or limitations of Firebase, Apple, Google, Stripe, Cloudflare, telecom operators, app stores or other external providers.
- Planned or emergency maintenance, force majeure, and problems with the customer's network, device or configuration.
- Incorrect use, unauthorised changes, incomplete data or feature requests, which follow a separate assessment.
- GDPR rights requests, data protection incidents and legal matters, which follow the timelines and procedures in the Privacy Policy and applicable law.
How to send a request
Include the space name, affected account, product, impact, date and time, reproduction steps, device and screenshots without sensitive data. Never send passwords, authentication codes or full card details.
Scope and contact
This document defines an operational support SLA. It is not an uptime guarantee and does not create service credits or compensation unless the applicable commercial agreement says otherwise. The commercial agreement prevails in case of conflict; the Privacy Policy and applicable law govern personal-data matters.