This Service Level Agreement (“SLA”) describes the availability and support commitments that apply to the Hamlet platform under our Services Agreement.
This SLA is incorporated into the Hamlet Services Agreement provided by Vicinia Pty Ltd (ABN 70 653 966 637), trading as Hamlet (“Hamlet“, “we“, “us“, “our“). In the event of any inconsistency between this SLA and a signed Order Form or enterprise MSA, the Order Form or MSA prevails for that customer.
Capitalised terms not defined in this SLA have the meanings given in the Services Agreement.
1. Scope
This SLA applies to paid production subscriptions to the Hamlet platform.
This SLA does not apply to:
- free trials, demonstrations, or evaluation accounts;
- beta, alpha, early-access, experimental, or preview features (collectively, Beta Features);
- subscriptions where the Customer is not in good standing (for example, where invoices are overdue beyond the grace period in the Services Agreement);
- third-party services, integrations, and sub-processors operating outside Hamlet’s direct control;
- downtime caused by the matters set out in Section 4 (Exclusions).
Enterprise customers may negotiate enhanced service levels in a signed Order Form or Master Services Agreement (see Section 10).
2. Definitions
Available — the Customer is able to access and use the core production functions of the Hamlet platform (administrator dashboard, member portal, public booking surfaces, and core APIs) without material impairment.
Downtime — any continuous period of five minutes or more during which the platform is not Available, excluding the events listed in Section 4.
Monthly Uptime Percentage — calculated for each calendar month as:
(Total minutes in the month − Downtime minutes − Excluded minutes) ÷ (Total minutes in the month − Excluded minutes) × 100
Service Credit — a credit applied against future fees as set out in Section 6.
Business hours — 9:00 AM to 5:00 PM Australian Eastern Time (AEST/AEDT), Monday to Friday, excluding Australian national and Queensland public holidays.
3. Service commitment
Hamlet will use commercially reasonable efforts to make the Hamlet platform Available with a Monthly Uptime Percentage of at least 99.5% in each calendar month.
Monthly Uptime Percentage | Indicative Downtime allowance per 30-day month |
|---|---|
99.5% | ~3 hours 39 minutes |
99.0% | ~7 hours 18 minutes |
95.0% | ~36 hours |
Uptime is measured by Hamlet using its production monitoring systems. A monthly availability report is available to enterprise customers on request.
4. Exclusions
The following are excluded from the calculation of Monthly Uptime Percentage and do not constitute Downtime under this SLA:
- Scheduled maintenance notified in accordance with Section 5;
- Emergency maintenance required to address a security, integrity, or stability risk to the platform;
- Force majeure events as defined in the Services Agreement (clause 19), including widespread internet outages, denial-of-service attacks, infrastructure provider failures, natural disasters, pandemics, and acts of government;
- Third-party service failures outside Hamlet’s direct control, including outages affecting Google Cloud Platform, payment gateways, email and SMS providers, identity providers, and other sub-processors listed at hamletco.space/sub-processors;
- Customer-caused issues, including misconfiguration, misuse, breach of the Services Agreement or Acceptable Use Policy, exceeding usage limits, or actions of the Customer’s users, end users, or integrators;
- Customer-controlled network or device issues, including internet connectivity, DNS configuration, browser compatibility, or local device issues;
- Suspension of access in accordance with the Services Agreement (including for non-payment, security risk, or breach);
- Beta Features, alpha features, and pre-release functionality;
- Periods during which the Customer is not in good standing under the Services Agreement.
5. Scheduled maintenance
Hamlet will use reasonable efforts to perform scheduled maintenance outside Australian business hours.
For scheduled maintenance expected to cause material disruption to the platform, Hamlet will provide at least 48 hours’ prior notice to the customer’s designated technical or administrative contact, via in-platform notification, email, or status page (where available).
Routine maintenance with no material customer impact (such as patches deployed through standard continuous deployment) does not require advance notice.
Emergency maintenance required to address an active security, integrity, or stability risk may be performed without advance notice. Where emergency maintenance causes Downtime, Hamlet will notify affected customers as soon as reasonably practicable and provide a summary of the cause and remediation.
6. Service Credits
If Hamlet fails to meet the Monthly Uptime Percentage in any calendar month, the Customer is entitled to claim a Service Credit calculated as follows:
Monthly Uptime Percentage | Service Credit (% of monthly subscription fees for the affected service) |
|---|---|
Less than 99.5% but at least 99.0% | 10% |
Less than 99.0% but at least 95.0% | 20% |
Less than 95.0% | 30% |
Cap. The maximum Service Credit issued in any calendar month is 30% of the monthly subscription fees payable for the affected service in that month.
Service Credits are calculated against the monthly subscription fees attributable to the affected production service (excluding implementation fees, professional services fees, usage-based overages, taxes, and third-party pass-through charges).
7. Claim process
To receive a Service Credit, the Customer must submit a written claim within 30 days of the end of the calendar month in which the alleged Downtime occurred.
Claims must be sent to support@hamletco.space with the subject line “SLA Credit Request” and must include:
- the Customer’s account name;
- the dates and times of the alleged Downtime;
- a reasonable description of the impact (for example, error messages, affected surfaces, or affected users);
- any supporting evidence the Customer has (such as screenshots or third-party monitoring reports).
Hamlet will review the claim against its production monitoring records and will respond in writing within 15 business days confirming the Service Credit (or explaining why the claim is not eligible).
Approved Service Credits are applied as a credit against the Customer’s next invoice. Service Credits cannot be exchanged for cash, refunded, or carried beyond the end of the subscription term in which they were issued, except where the Customer terminates the Services Agreement for material breach in accordance with its terms.
8. Sole and exclusive remedy
Service Credits are the sole and exclusive remedy available to the Customer for any failure by Hamlet to meet the availability commitment in this SLA.
Service Credits do not constitute liquidated damages and do not affect:
- the Customer’s other rights and remedies under the Services Agreement for material breach;
- any Non-Excludable Rights under the Australian Consumer Law (as described in clause 13 of the Services Agreement);
- Hamlet’s liability for matters expressly carved out of the liability cap in the Services Agreement (clause 14).
The total Service Credits issued under this SLA in any 12-month period are subject to the aggregate liability cap in the Services Agreement.
9. Status communication
Hamlet will use reasonable efforts to communicate platform status during material incidents through:
- in-platform notifications, where available;
- direct email to the Customer’s designated technical, administrative, or security contact;
- a status page, where published (the URL will be made available to customers when this surface is operational).
For confirmed material incidents, customer communication follows the incident response process described in our Security & Data Practices page (Section 8), including updates no less frequently than every 12 hours until resolution and a written post-incident summary within 10 business days of incident closure.
10. Support response targets
Hamlet provides support during business hours via the channels and contacts identified in the Customer’s subscription plan or Order Form.
The following are target response times for new support requests:
Severity | Description | Target initial response |
|---|---|---|
S1 — Critical | Production platform unavailable, no workaround, material business impact across the Customer’s organisation. | 2 business hours, with on-call escalation outside business hours for confirmed S1 incidents |
S2 — High | Major function impaired, partial outage, or core feature significantly degraded; workaround may exist. | 4 business hours |
S3 — Normal | Minor function issue, non-blocking error, or single-user impact. | 1 business day |
S4 — Low | General enquiry, how-to question, feature request, documentation feedback. | 2 business days |
Response time refers to Hamlet’s initial substantive response to the Customer’s request. Resolution times depend on the nature and complexity of the issue and are not committed under this standard SLA.
Severity is assigned by Hamlet in consultation with the Customer based on reasonable assessment of business impact. Enhanced response targets, after-hours support, and dedicated account management are available on enterprise plans.
11. Enterprise and custom SLAs
Enterprise customers may negotiate enhanced service commitments, including:
- higher uptime targets (for example, 99.9% or 99.95%);
- faster support response times and after-hours coverage;
- dedicated account management and named technical contacts;
- enhanced incident communication;
- additional reporting and observability access;
- region-specific data residency configurations (see Security & Data Practices).
These commitments are documented in a signed Order Form or Master Services Agreement and override the standard terms of this SLA for the affected customer.
To discuss an enterprise SLA, contact sales@hamletco.space.
12. Changes to this SLA
Hamlet may update this SLA from time to time to reflect changes in the platform, our operational maturity, or industry practice.
Where a change materially reduces a commitment in this SLA, Hamlet will provide at least 30 days’ prior written notice to customers on paid production subscriptions, in accordance with the notice provisions of the Services Agreement.
The current version of this SLA is always available at hamletco.space/sla, with the “Last Updated” date shown above.
13. Contact
Service credit claims and support requests:
Enterprise SLA discussions:
Security incidents and inquiries:
14. Document version
Version | Date | Notes |
|---|---|---|
1.0 | 11 May 2026 | Initial public release. |
Plain-English Summary (Non-Binding)
This summary is for convenience only. The full SLA above is what binds.
- We aim to keep Hamlet up at least 99.5% of every month on paid production subscriptions.
- If we miss that, you can claim a Service Credit of 10–30% of that month’s fees, depending on how much we missed by. Capped at 30%.
- You need to claim it within 30 days of the end of the affected month, in writing.
- Some things don’t count toward downtime — scheduled maintenance with notice, force majeure, third-party outages, customer-caused issues, beta features, and subscriptions in arrears.
- Service Credits are the only remedy under this SLA, but your other rights under the Services Agreement and Australian Consumer Law are unaffected.
- Support response targets: 2 business hours for critical, 4 for high, 1 business day for normal, 2 business days for low.
- Want a stronger SLA? Enterprise plans can negotiate higher uptime, faster response, and dedicated account management.