Uptime commitment
We commit to 99.9% monthly availability for the FynGym console, API and owner app. Availability is measured per calendar month, in one-minute samples, from three external monitoring locations in India.
Check-in readers are designed to keep working during a platform outage: they match locally and queue punches, so attendance is never lost even at 0% platform availability.
How we measure it
A minute counts as down if two of three monitors record an error or a response slower than 10 seconds on the core endpoints. Availability is (total minutes − down minutes) ÷ total minutes.
Excluded from the calculation: announced maintenance windows, faults in your own internet or hardware, third-party payment or messaging networks, misuse under the acceptable use policy, and force majeure.
Service credits
Miss the target and you get credit against your next invoice. Claim within 30 days of the month end by emailing support@fyngym.com; we verify against our own monitoring.
| Monthly availability | Credit |
|---|---|
| 99.9% or above | None — target met |
| 99.0% – 99.89% | 10% of that month’s fee |
| 95.0% – 98.99% | 25% of that month’s fee |
| 90.0% – 94.99% | 50% of that month’s fee |
| Below 90.0% | 100% of that month’s fee |
Credits are the agreed remedy for downtime. If we miss the target three months in a row you may terminate immediately and take a pro-rata cash refund instead.
Support response targets
Support runs 7am–11pm IST, every day, from Pune. Severity 1 issues are covered around the clock.
| Severity | Meaning | First response | Target fix |
|---|---|---|---|
| S1 – Critical | Check-in or billing down across the gym | 30 minutes | 4 hours |
| S2 – High | A core function broken, workaround exists | 2 hours | 1 working day |
| S3 – Normal | Bug or question, limited impact | 8 hours | 5 working days |
| S4 – Low | Cosmetic issue or feature request | 2 working days | Roadmap |
Multi-site and Enterprise plans get a named account manager and a 2-hour S2 target.
Planned maintenance
Routine releases ship weekly with no downtime. Anything that needs a window is announced at least 72 hours in advance in-console and by email, and scheduled between 02:00 and 04:00 IST — outside Indian gym hours.
We use no more than 4 hours of planned maintenance a month. Emergency security patches may be applied sooner, and we will tell you why afterwards.
Hardware response
Readers bought from us carry a 12-month replacement warranty. If a unit fails, we diagnose remotely the same day and courier a replacement within 48 hours to Pune, Mumbai, Bengaluru, Hyderabad and Delhi NCR, and within 5 working days elsewhere in India. Multi-site customers can hold a free spare on site.
Backups and recovery
| Measure | Commitment |
|---|---|
| Backup frequency | Hourly, encrypted |
| Retention | 35 days rolling |
| Recovery point objective | 1 hour |
| Recovery time objective | 4 hours |
| Restore testing | Quarterly, documented |
| Geographic redundancy | Mumbai primary, Hyderabad replica |
Status and incident reports
Live status, current incidents and maintenance windows are published at status.fyngym.com and inside the console. For every S1 incident we publish a post-mortem within five working days: what happened, why, the impact, and what we changed so it does not happen again.
Questions about this document?
Write to privacy@fyngym.com or post to the Grievance Officer, Webspace IN Private Limited, 4th floor, Pride Icon, Kharadi, Pune, Maharashtra 411014. We answer legal and data requests within seven working days.