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Service Level Agreement

What you can expect from us — for the systems you put on the sideline.

Effective January 1, 2026 · Subject to update

1. Coverage

This Service Level Agreement (“SLA”) applies to customers with an active SideLine Scout software subscription or hardware support plan from GameDay Edge, LLC (“GameDay Edge,” “we,” or “us”). It governs response times, system availability, and remediation for the covered products.

2. Software availability

SideLine Scout operates primarily on a local network at the venue, which means the on-field replay experience does not depend on internet connectivity. For optional cloud-connected services (account portal, license validation, remote diagnostics), we target 99.5% monthly uptime, excluding scheduled maintenance windows announced at least 72 hours in advance.

3. Support response times

  • Severity 1 — System down on game day: Response within 1 hour, 7 days a week during in-season hours.
  • Severity 2 — Major function impaired: Response within 4 business hours.
  • Severity 3 — Minor issue / question: Response within 1 business day.

Support is delivered via phone (918-777-3794), email (support@sidelinescout.com), and the Freshdesk portal.

4. Hardware

Covered SideLine Scout hardware includes a 12-month limited warranty against manufacturing defects from the date of delivery. Replacement units for in-warranty failures ship within 2 business days of confirmed diagnosis. Loaner units may be available for game-week emergencies at our discretion.

5. Exclusions

  • Damage from misuse, abuse, or unapproved modifications.
  • Issues caused by third-party hardware or networks not supplied by GameDay Edge.
  • Acts of God, force majeure, or venue power failures.
  • Customer-controlled internet connectivity outside our network.

6. Service credits

If we fail to meet the cloud-service availability target in a billing month, customers may request a service credit equal to 5% of that month’s subscription fee per full percentage point below target, up to a maximum of 25%. Credits must be requested in writing within 30 days.

7. Updates to this SLA

We may update this SLA from time to time. Material changes will be communicated to active customers via email at least 30 days in advance.

8. Contact

Questions about this SLA? Reach us at support@sidelinescout.com or 918-777-3794.