Service Level Agreement for the HatchAnalytics® Service

Current service targets for the HatchAnalytics Service

Effective Date: July 1, 2026

Version: 1.0

Support Contact: hatchanalytics-support@hatcherygroup.com

This SLA is informational and is not incorporated into the HatchAnalytics Terms and Conditions unless an applicable Order expressly states otherwise. If incorporated into an Order, this SLA applies only to the paid production Service covered by that Order.

1. Scope

This Service Level Agreement ("SLA") describes Hatch Analytics' current availability and support targets for the paid production Service. Capitalized terms not defined in this SLA have the meanings given in the HatchAnalytics Terms and Conditions (the "Terms").

This SLA does not apply to Beta Features, free trials, evaluation access, professional services, Provider Data, third-party services, or functionality expressly excluded in an Order.

2. Availability Target

Monthly Target. Hatch Analytics targets 99.5% Availability during each calendar month for the production Service.

Availability. "Availability" means the percentage of time during a calendar month that the production Service is capable of accepting authenticated user requests, excluding Excluded Downtime. A material feature impairment that does not prevent access to the Service is not complete unavailability.

Measurement. Availability is measured using Hatch Analytics' monitoring systems and is calculated across the production Service as a whole, not for an individual user, feature, integration, dashboard, data source, or geographic location.

3. Excluded Downtime

The following are excluded from Availability calculations and service-level commitments: scheduled or emergency maintenance; failures of Customer systems, connectivity, credentials, configurations, or instructions; Provider Data delays or errors; outages or changes involving hosting, authentication, payment, integration, telecommunications, or other third-party services; suspension permitted under the Terms; Customer misuse or breach; Beta Features; force majeure events; and circumstances outside Hatch Analytics' reasonable control.

4. Maintenance

Scheduled Maintenance. Hatch Analytics will use reasonable efforts to perform planned maintenance during lower-usage periods and to provide advance notice through the Service or by email when maintenance is expected to cause material interruption.

Emergency Maintenance. Hatch Analytics may perform emergency maintenance without advance notice where reasonably necessary to protect security, legal compliance, provider requirements, or the stability of the Service.

5. Support

Email Support. Standard support is available only by email at hatchanalytics-support@hatcherygroup.com.

Response Target. Hatch Analytics will use commercially reasonable efforts to provide an initial response within two Business Days after receiving a properly submitted support request. This target applies to an initial acknowledgment or substantive response and is not a commitment to resolve the issue within that period. Resolution times depend on the nature, complexity, and cause of the issue.

Business Days. “Business Day” means Monday through Friday, excluding U.S. federal holidays.

Issue Submission. Customer should provide a clear description, affected users, relevant timestamps, screenshots where useful, and reasonable diagnostic information.

6. Customer Responsibilities

Customer must maintain required accounts, permissions, credentials, connectivity, supported configurations, and current contact information; use the Service in accordance with the Terms; reasonably cooperate in troubleshooting; and promptly implement reasonable workarounds or corrective actions provided by Hatch Analytics.

7. Remedies and Service Credits

This SLA provides service targets only. No service credits, refunds, or other remedies apply unless an Order expressly incorporates this SLA and specifies the applicable credit or remedy. Any remedy stated in an Order is Customer's exclusive remedy for failure to meet the applicable service level.

8. Changes

Hatch Analytics may update this SLA from time to time. Material reductions to service targets will apply no earlier than Customer's next Subscription renewal after reasonable notice, except where an earlier change is reasonably necessary for security, legal compliance, provider requirements, or third-party service changes.

9. Contact

Support requests: hatchanalytics-support@hatcherygroup.com

HatchAnalytics® | Service Level Agreement | Version 1.0