Partner agreements

Service Levels & Uptime

This page is maintained by Court Spark Media Inc. to describe the service levels we commit to for partner clubs and advertisers on the CourtSpark network. It is a plain summary of our operating standard, not a certification or an independent audit.

Last updated: August 1, 2026

99.5%

Ad playback uptime target

Monthly, per facility, measured during the club's posted operating hours.

99.9%

Portal & timer service target

Monthly availability of the CourtSpark web app, timer sync, and reporting.

5 min

Device health check interval

Players report in continuously; missed check-ins raise an alert automatically.

Severity tiers & response times

P1Critical outage24/7 emergency line

All screens dark at a facility, ad playback fully stopped network-wide, or a safety/visibility issue on a live court display.

First response: 30 minutes
Update cadence: Every 2 hours until resolved
Restoration target: Restoration or documented workaround within 8 business hours

P2Major degradationMon–Fri 8am–8pm ET

A single screen or player offline, timers not syncing on one or more courts, creative failing to rotate, or reporting data missing for a live campaign.

First response: 4 business hours
Update cadence: Daily
Restoration target: Restoration or workaround within 2 business days

P3Minor issueMon–Fri 8am–8pm ET

Cosmetic display problems, single creative swap, scheduling adjustments, portal access questions, or non-blocking report discrepancies.

First response: 1 business day
Update cadence: Every 3 business days
Restoration target: Resolution within 5 business days

P4Request or enhancementMon–Fri 8am–6pm ET

New content requests, added courts or screens, training sessions, and feature suggestions.

First response: 2 business days
Update cadence: As scheduled
Restoration target: Scheduled with the partner; no fixed restoration window

Business hours are Monday–Friday, 8am–8pm ET, excluding US federal holidays. P1 issues are handled outside those hours through the emergency line.

Escalation path

1
Level 1 — Support desk
CourtSpark Support
Open a ticket from the Facility Support Portal or email support@courtsparkai.com. Every ticket is acknowledged inside the response window for its tier, and status changes email the club contact automatically.
2
Level 2 — Support lead
Named account contact
If a P1 has no response in 30 minutes, or a P2 has no response in 4 business hours, reply to the ticket with ESCALATE in the subject line or call the support line. The ticket is re-assigned and prioritized in the staff queue.
3
Level 3 — Operations
operations@courtsparkai.com · 724-330-0073
For a P1 open longer than 8 business hours or a repeat outage at the same facility within 30 days, operations takes ownership, sets a recovery plan, and provides direct updates to the club owner.
4
Level 4 — Executive review
info@courtsparkai.com · Attn: Partner Escalation
For unresolved service issues after Level 3, or any dispute about service credits, a written escalation triggers an executive review with a response within 5 business days.

Who owns what

CourtSpark is the single point of contact for partner clubs — we open and track the ticket even when the root cause sits with a hardware or camera vendor. Vendor response times are set by those vendors and are outside CourtSpark's control.

CourtSpark Support

Ad scheduling, timers, content, revenue share, portal access, anything on the CourtSpark app layer.

Mon–Fri 8am–8pm ET · Emergency line 24/7 for full-screen outages

Skykit Support

Skykit Beam player hardware (P7 / P3), device provisioning, firmware, Skykit Beam CMS console.

Mon–Fri 8am–6pm CT

PlaySight Support

Court cameras, capture units, streaming, player video, PlaySight cloud account issues.

Mon–Fri 9am–6pm ET

Service credits

If verified ad-playback uptime at a facility falls below 99.5% in a calendar month, the club's revenue share for that month is calculated as if the screens had run at the 99.5% target. Credits are requested in writing within 30 days of the affected month and are the exclusive remedy for missed targets. Specific commercial terms in a signed partner agreement take precedence over this page.

Exclusions

Facility power, internet, or network outages outside CourtSpark equipment.
Displays, mounts, or cabling owned and maintained by the club.
Scheduled maintenance announced at least 48 hours in advance.
Third-party vendor outages (Skykit, PlaySight, ISPs) and force majeure events.
Issues caused by changes made to equipment or settings without notifying us.

Report an issue

Partner clubs open and track tickets in the Facility Support Portal. Emergencies should always start with a phone call.

Facility Support Portal Call 724-330-0073 support@courtsparkai.com

CourtSpark is in active pilot deployment; see our Website Disclaimer for the limits that apply to performance and revenue statements.