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Natty Hatty — Support Policy
Version: v1.0
Effective Date: November 15, 2025
Natty Hatty provides support to help organizations, coaches, parents, and athletes use our platform smoothly and effectively. This Support Policy explains our support hours, available channels, response expectations, and issue handling process.
1. Support Channels
Natty Hatty offers support through the following channels:
1.1 Email Support
For general platform questions, billing inquiries, technical issues, and account support.
1.2 In-App Support
Available within the Natty Hatty Business Center
Provides guided help, ticket creation, and status tracking
1.3 Emergency Outage Escalation
For critical issues such as system-wide outages, payments failing, or signature functionality disruption:
1.4 Knowledge Base (Planned)
Tutorials, articles, FAQs (coming soon)
2. Support Hours
Natty Hatty operates with extended hours tailored for youth sports organizations.
Standard Support Hours
Monday – Friday: 8:00 AM – 8:00 PM EST
Saturday – Sunday: 10:00 AM – 6:00 PM EST
Weekend support is focused on high-volume sports activity: tryouts, tournaments, leagues, registrations, and events.
Emergency Support (24/7)
Emergency support is available exclusively for critical, platform-wide incidents that prevent core functionality (login, payments, signatures, bookings, check-ins).
3. Expected Response Times
We categorize issues by severity to ensure fair and efficient prioritization.
Severity Levels & Response Times
| Severity Level | Description | Response Time |
|---|---|---|
| Sev 1 — Critical | Platform down, payments failing, signatures failing, major outage | < 1 hour |
| Sev 2 — High | Major feature failures: tryouts, bookings, events, team management errors | < 4 hours |
| Sev 3 — Medium | Non-critical bugs, UI issues, platform inconsistencies | < 1 business day |
| Sev 4 — Low | Feature requests, enhancements, UX ideas | < 2 business days |
Resolution times may vary, but Natty Hatty strives to act quickly and transparently.
4. Issue Handling Process
When an issue is reported, Natty Hatty follows this support workflow:
Ticket Received: via email or in-app support
Severity Assigned: based on impact (Sev 1–4)
Acknowledgment Sent: confirming receipt
Investigation Begins: engineering or support team reviews logs, device/IP signatures, and user account
Communication: periodic updates for Sev 1 and Sev 2 issues
Resolution: fix deployed or workaround provided
Closure: summary provided to customer
We aim for fast, transparent communication throughout the resolution cycle.
5. Customer Responsibilities
To help us resolve issues efficiently, customers should:
Provide clear details (screenshots, steps, affected users)
Ensure staff use updated browsers/devices
Maintain stable internet connections
Follow platform usage guidelines and settings
Keep contact information current
Report suspected security incidents promptly
6. Outage Notifications & Communication
In the event of widespread outages or critical disruptions:
Natty Hatty sends email alerts
In-app notifications may be used for active users
A public status page (planned) will show real-time updates
We commit to transparent communication until full restoration.
7. Limitations
This Support Policy does not cover:
Custom integrations not created or maintained by Natty Hatty
Operational issues caused by third-party networks, devices, browsers, or Stripe
Requests outside normal support channels (social media, personal contacts)
Experimental or beta features
On-site support or in-person consulting (available under separate agreement)
8. Policy Updates
Natty Hatty may update this Support Policy periodically.
Updated versions will display a new “Effective Date.”
9. Contact
For support inquiries:
For urgent outage escalations: