Service Level Agreement
Effective 20 September 2026 · Last updated 20 September 2026
This SLA forms part of the Hamlet Services Agreement.
1. Definitions
Business Days means days other than a Saturday, Sunday or public holiday in New South Wales, Australia. Business Hours means 9.00am to 5.30pm Australian Eastern Time (AEST or AEDT as applicable) on a Business Day. For reference, that is approximately 11.00pm to 7.30am the same day in London during Australian daylight saving, and midnight to 8.30am otherwise. Response Time means the time within which Hamlet will acknowledge a support request and provide information or next steps. Resolution Time means the time within which Hamlet will resolve a support request after it is raised. Unavailability means that the Platform is unresponsive or responds with an error for all users. Upgrades means updates, corrections and revisions to the Platform.
Capitalised terms not defined here have the meaning given in the Services Agreement. If this SLA and the Services Agreement are inconsistent on a matter covered by this SLA, this SLA prevails on that matter.
2. Support
2.1 Hamlet provides support in English, for assisting the Customer with the proper use of the Platform and for diagnosing and fixing errors in it. Support is included in every plan.
2.2 Support channels and availability:
| Channel | Availability |
|---|---|
| Help & Support in the Platform, and email to support@hamletco.space | Requests can be raised at any time; responses during Business Hours |
| Video and phone calls | Business Hours, for Hamlet Launch onboarding and training, and by arrangement |
2.3 Hamlet Launch is an optional onboarding service described in the Services Agreement and priced on the Order Form.
3. Raising a request
3.1 Requests should be raised through Help & Support in the Platform, or by email if the Platform is unavailable. The Customer should indicate a severity:
| Severity | Description |
|---|---|
| Urgent | The Platform is unavailable or a core function (billing, bookings, member access) is not working for the Customer's users. Third-party integrations and connected services are not covered at this level. |
| High | A problem restricts use of the Platform but a workaround exists. |
| Normal | Questions, feedback and feature requests. |
3.2 Hamlet will consider the Customer's categorisation but determines the severity level.
4. Response and resolution
| Severity | Response Time | Resolution target |
|---|---|---|
| Urgent | 2 Business Hours | Most resolved within 5 Business Hours; up to 5 Business Days for complex issues |
| High | 1 Business Day | Up to 7 Business Days |
| Normal | 1 Business Day | At Hamlet's discretion; some requests are addressed in a future release |
Support is provided remotely unless agreed otherwise.
5. Limits
Hamlet is not obliged to provide support for faults caused by improper use of the Platform, by Third-Party Services, or by the Customer's own systems. Custom development, additional training and other work beyond support is provided as Hamlet Launch or Custom Work under the Services Agreement.
6. Upgrades
Hamlet may apply Upgrades from time to time, which may change the appearance or functionality of the Platform. The Customer will not be charged for Upgrades, except where new functionality is a separately chargeable product for Hamlet's customers generally and does not replace functionality the Customer already had, and declining it does not affect the Customer's use of the rest of the Platform.
7. Availability
Hamlet will use all reasonable endeavours to make the Platform available 99% of the time in each calendar month, excluding scheduled maintenance.
8. Backups and restoration
Hamlet backs up Customer Data daily. If Customer Data is lost or corrupted and the Customer notifies Hamlet promptly, Hamlet will, at the Customer's direction, use reasonable efforts to restore it from the most recent available backup.
9. Scheduled maintenance
Hamlet may suspend access for scheduled maintenance for no more than 5 hours in any calendar month, giving at least 48 hours' notice where practicable and scheduling outside Business Hours where practicable. Scheduled maintenance is not Unavailability for the purpose of clause 7.
10. Data residency
Customer Data is hosted in the region stated in clause 6.3 of the Services Agreement.