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Natty Hatty — Service Level Agreement (SLA)
Version: v1.0
Effective Date: November 15, 2025
This is Natty Hatty’s public Service Level Agreement.
Enterprise customers may receive customized SLAs under separate agreement.
This Service Level Agreement (“SLA”) forms part of the agreement between Natty Hatty, Inc. (“Natty Hatty,” “we,” “our”) and the purchasing organization (“Customer”).
It outlines service performance expectations, uptime commitments, support standards, and service credits for Natty Hatty’s platform and services.
1. Definitions
Platform: All Natty Hatty applications and services (Business Center, Customer App, Signature, Payments, Booking, Scheduling).
Downtime: Periods when the Platform’s core functions are unavailable due to Natty Hatty-controlled issues.
Excluded Downtime: Scheduled maintenance, third-party outages (Stripe, AWS), customer-side issues, or force majeure.
Monthly Uptime Percentage: Total minutes the Platform is available in a month minus Downtime, divided by total minutes in the month.
Critical Functions: Login, payments, e-signatures, roster access, bookings, tryouts, leagues/tournaments.
2. Uptime Commitment
Natty Hatty commits to a Monthly Uptime Percentage of 99.9% for all critical platform services.
2.1 Excluded Downtime
Excluded from uptime calculations:
Scheduled maintenance (with at least 24-hour notice)
AWS infrastructure or networking outages
Stripe or messaging provider outages
Customer device, browser, or connectivity issues
Force majeure events outside Natty Hatty’s control
We aim to minimize downtime and use zero-downtime deployment whenever possible.
3. Support Availability
Natty Hatty provides platform support through email and in-app channels.
3.1 Standard Support Hours
Monday–Friday: 8 AM – 8 PM EST
Saturday–Sunday: 10 AM – 6 PM EST (in-season weekend support)
3.2 Emergency Support
Natty Hatty provides 24/7 emergency escalation for:
Platform-wide outages
Payment failures
Signature system failures
Data integrity issues
Critical service interruptions during major sports events
4. Response Time Commitments
Response times vary by severity.
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Sev 1 — Critical | Platform down, payments failing, signatures failing | 1 hour | 8 hours |
| Sev 2 — High | Major feature failures (tryouts, bookings, league tools) | 4 hours | 24 hours |
| Sev 3 — Medium | Non-critical bugs, minor errors | 1 business day | 3–5 business days |
| Sev 4 — Low | Enhancements, UI tweaks | 2 business days | As scheduled |
Resolution targets are good-faith goals, not guarantees.
5. Scheduled Maintenance
Natty Hatty may perform periodic maintenance to improve security and stability.
Maintenance is scheduled during off-peak usage hours
24-hour advance notice is provided for planned downtime
Most maintenance uses zero-downtime deployment techniques
6. Service Credits
If Natty Hatty does not meet the 99.9% uptime commitment, the Customer becomes eligible for service credits.
6.1 Credit Schedule
| Monthly Uptime % | Credit |
|---|---|
| 99.0% – 99.89% | 5% of monthly subscription fee |
| 98.0% – 98.99% | 10% of monthly subscription fee |
| 98.0% | 20% of monthly subscription fee |
6.2 Credit Conditions
Credits must be requested within 30 days of the impacted month.
Credits apply to future invoices only.
Credits cover subscription fees only (not payment processing or pass-based fees).
Credits may not exceed one month of fees per year.
7. Customer Responsibilities
Customers agree to:
Maintain stable internet and updated browser/device software
Protect account credentials
Follow the Acceptable Use Policy
Report issues promptly
Ensure staff/coaches access the system appropriately
8. Limitations
This SLA does not apply to:
Beta or experimental features
Custom integrations maintained by third parties
Downtime caused by Customer-side configuration
Third-party outages (Stripe, AWS, messaging providers)
9. Force Majeure
Natty Hatty is not liable for service delays caused by:
Natural disasters
Internet or cloud provider outages
Cyberattacks outside reasonable control
Government actions
Acts of war or civil unrest
10. Changes to This SLA
Natty Hatty may update this SLA periodically.
Revisions will be posted with a new “Effective Date.”