Last Updated: July 14, 2026
This Service Level Agreement (“SLA”) describes HatchLink’s service availability and support commitments for the HatchLink platform (the “Service”). This SLA is incorporated into and governed by the HatchLink Master Terms. Capitalized terms not defined here have the meanings given in the Master Terms.
1. Availability Commitment
HatchLink will use commercially reasonable efforts to make the Service available 99.5% of the time, measured monthly, excluding Scheduled Maintenance and Excluded Events (defined below).
2. Definitions
“Monthly Uptime Percentage” means total minutes in a calendar month, minus minutes of Unavailability, divided by total minutes in the month, expressed as a percentage.
“Unavailability” means the Service is materially unable to process or serve requests due to a fault attributable to HatchLink. Unavailability is measured from the time HatchLink confirms the issue (or should reasonably have confirmed the issue through its monitoring systems) until the Service is restored.
“Scheduled Maintenance” means maintenance windows announced at least forty-eight (48) hours in advance via email to Customer’s designated contact or through the Service’s administrative console. HatchLink will use commercially reasonable efforts to schedule maintenance during off-peak hours (between 12:00 a.m. and 6:00 a.m. Central Time).
“Excluded Events” means Unavailability caused by: (a) Customer’s actions, equipment, or systems; (b) third-party services not under HatchLink’s reasonable control (including internet service providers, DNS providers, and upstream cloud infrastructure outages beyond HatchLink’s contracted redundancy); (c) force majeure events as described in the Master Terms; or (d) Scheduled Maintenance.
3. Service Credits
If the Monthly Uptime Percentage falls below 99.5% in any calendar month, Customer may request a service credit as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.5% and ≥ 99.0% | 10% of monthly fees for the affected Service |
| < 99.0% and ≥ 95.0% | 25% of monthly fees for the affected Service |
| < 95.0% | 50% of monthly fees for the affected Service |
Requesting a Credit. To claim a service credit, Customer must submit a written request to support@hatchlinkhealth.com within thirty (30) days after the end of the affected calendar month, identifying the dates and times of the claimed Unavailability. HatchLink will review the request against its system logs and respond within fifteen (15) business days.
Application of Credits. Approved service credits are applied against future invoices and do not entitle Customer to a cash refund. Service credits may not be transferred or applied to other HatchLink products or services. In no event will aggregate service credits for any calendar month exceed 50% of the monthly fees for the affected Service.
Sole Remedy. Service credits are Customer’s sole and exclusive remedy for any failure to meet the availability commitment in this SLA.
4. Support
HatchLink provides support via the following channels during business hours (9:00 a.m. to 6:00 p.m. Central Time, Monday through Friday, excluding U.S. federal holidays):
- Email: support@hatchlinkhealth.com
- In-app: Support request form within the Service
Target initial response times by severity:
| Severity | Description | Target Response |
|---|---|---|
| P1 — Critical | Service unavailable for all users or confirmed security incident affecting Customer Data | 4 business hours |
| P2 — High | Major function impaired; no reasonable workaround available | 1 business day |
| P3 — Normal | Minor issue, general question, or feature request | 2 business days |
Response times are targets, not guarantees, and are excluded from the service credit calculation. HatchLink will use commercially reasonable efforts to meet or exceed these targets.
5. Status and Notifications
HatchLink will provide notice of material service disruptions and scheduled maintenance via email to Customer’s designated administrative contact. HatchLink will use commercially reasonable efforts to provide post-incident summaries for any P1 event within five (5) business days of resolution.
6. Governing Law and Dispute Resolution
This SLA is governed by the laws of the State of Texas, without regard to its conflict-of-laws principles. Any dispute arising out of or relating to this SLA that is not resolved through good-faith negotiation will be brought exclusively in the state or federal courts located in Travis County, Texas, and each party consents to the personal jurisdiction and venue of such courts.