Service levels

01What this covers

These service levels apply between Combat Market and brands under the Brand agreement. They cover availability of the app and tracking, support, how sales are settled, and how disputes are handled. They do not apply to fighters and members, whose support is through hello@combatmarket.com and Messages in the app.

02Availability

We aim for the app, storefronts, tracked links and the brand dashboard to be available 99.5% of each calendar month. Not counted: planned maintenance, emergency maintenance, outages at our providers (hosting, database, payment and email providers, affiliate networks), your own shop or systems, your visitors' devices and networks, events outside anyone's control, and suspension for legal, fraud, security, brand-safety or non-payment reasons. A public health page shows whether the service is up.

03Maintenance

Planned maintenance that could affect you gets at least 48 hours' notice by email, outside peak hours where we can. Most releases need no downtime: new versions are deployed without interrupting the app. Emergency maintenance for security, data protection or fraud prevention happens without notice; we tell you as soon as we reasonably can.

04Tracking reliability

We will track every click through our links and every sale your installed tracking reports, import sales from the networks every 15 minutes, and re-check for late changes nightly. Tracking depends on your shop, browsers, devices, cookie consent and the networks, which we do not control. You must install the tracking as shown, keep it working, tell us before changing your checkout or site, give us a test order when asked, and report a suspected gap promptly. Gaps are investigated under the dispute process below.

05Support

Brand support is at brands@combatmarket.com and through your success manager in the dashboard. Hours: Monday to Friday, 9:00 to 18:00 Dubai time, excluding UAE public holidays. Outside those hours, Severity 1 issues are watched by our monitoring and alerts.

Resolution times are best efforts in proportion to severity; Severity 3 fixes ship in the next planned release.

06Settlement

There are no invoices for sales: approved sales are charged to your prepaid wallet as they clear, missions are reserved when published, and your dashboard and the monthly summary on the 1st are the statement. Plan prices are charged by card on the plan's cycle. We may pause new missions, and after notice new sales, while the wallet is below zero, while a card payment for a plan has failed, or while a fraud, legal or payment-provider review is open.

07Disputes about a sale

Either side may question a sale within 30 days of it appearing in the dashboard, giving the order number, time, the fighter or link, and any evidence. We investigate from our click and sale logs, the network's records and your evidence, and answer within five working days. Where a brand's own checkout data and our logs disagree, our logs stand unless you show clear evidence of an error. Disputes do not pause undisputed charges.

08Service credits

We do not offer service credits at this stage. If we miss the availability target in a month through a fault solely in systems we control, tell us and we will agree a fair remedy with you, such as extending a paid plan.

09Security and incidents

We keep technical and organisational measures appropriate to the service: encrypted connections and storage, row-level access rules in the database, keys outside the code, error monitoring, audited releases and independent reviews. If we become aware of a personal-data breach affecting data you control, we tell you without undue delay with what we know and what we are doing. Who notifies a regulator follows each side's role under data-protection law.

10The law

Neither side is liable for failure caused by events beyond reasonable control (internet or cloud outages, payment or network provider failures, cyber attacks, government acts, war, disaster, strikes, changes in law). These service levels are governed by the laws of the United Arab Emirates as applied in Dubai; disputes go to the courts of Dubai.