Effective date: April 17, 2026 · Last updated: April 17, 2026 · Version 1.0
This Service Level Agreement (“SLA”) forms part of the Agreement between HAWZ Inc. (“HAWZ”) and the customer identified on an Order Form (“Customer”). It describes the uptime target, support response targets, and service credits that apply to the Services. Capitalised terms not defined here have the meanings given in the Terms of Service.
SOLE REMEDY The service credits described in this SLA are Customer's sole and exclusive remedy, and HAWZ's sole and exclusive liability, for any failure to meet the commitments in this SLA. Service credits are not a refund, cannot be converted to cash, and are applied against future invoices. |
1. Definitions
“Covered Services” means the production, customer-facing instance of the Application that HAWZ hosts for Customer. Staging environments, development environments, alpha or beta features, and anything clearly labelled as preview or experimental are not Covered Services.
“Downtime” means a period during which the Covered Services are materially unavailable to a reasonable user, measured at the edge of HAWZ's hosting provider. Transient errors that do not materially prevent use are not Downtime. Downtime is measured in whole minutes; any Downtime under five (5) consecutive minutes is disregarded.
“Monthly Uptime Percentage” for a calendar month means: (Total minutes in month − Downtime minutes − Excluded Downtime minutes) ÷ (Total minutes in month − Excluded Downtime minutes), expressed as a percentage rounded to two decimals.
“Monthly Subscription Fee” means the recurring subscription fee for the Covered Services in the affected calendar month, excluding one-time onboarding fees, professional-services fees, usage overages, and third-party pass-through charges.
“Excluded Downtime” has the meaning given in Section 3.
2. Uptime commitment
HAWZ targets the Monthly Uptime Percentage below for each Plan. These targets apply from the first day of the calendar month following the Covered Services going live.
| Launch Plan | 99.5% Monthly Uptime target (approx. 3.6 hours of Downtime per month). |
| Growth Plan | 99.9% Monthly Uptime target (approx. 43 minutes of Downtime per month). |
| Enterprise Plan | 99.9% Monthly Uptime target, with the option to negotiate a higher target on dedicated infrastructure and for additional fees set out in the Order Form. |
Higher numbers (for example, four-nines or five-nines) are available only through a bespoke Order Form that specifies the redundant architecture, infrastructure, and associated fees required to deliver them. Marketing statements on our website about uptime describe design goals and do not themselves create contractual commitments beyond what is written in this SLA.
3. Excluded Downtime
The following periods are not counted as Downtime:
Scheduled maintenance announced at least 48 hours in advance, where practical performed outside Toronto business hours.
Emergency maintenance required to patch a critical vulnerability or prevent an imminent security incident, announced as soon as reasonably possible.
Customer-caused outages such as misconfiguration by Customer or its users, exceeding usage limits, denial of payment, breach of the Acceptable Use Policy, or code or content Customer asks HAWZ to deploy that causes the outage.
Third-party integrations outside HAWZ's hosting boundary (for example, Stripe, QuickBooks, HubSpot, Shopify, Google Workspace, Slack, Airtable, customer-owned APIs, customer-owned point-of-sale or hardware) where the outage is caused by the third party and not by HAWZ.
Force majeure events, as defined in the Terms of Service.
Suspension by HAWZ in accordance with the Agreement (for example, non-payment or breach of the Acceptable Use Policy).
Beta or preview features.
HAWZ is responsible for the performance of its hosting providers (for example, Vercel, Amazon Web Services) as a subcontracting matter. An outage of such a provider is counted as Downtime unless it also qualifies as a force majeure event or was caused by Customer or a third-party integration outside HAWZ's hosting boundary.
4. Service credits
If HAWZ fails to meet the Monthly Uptime target for Covered Services in a calendar month, Customer is entitled to a service credit equal to a percentage of the Monthly Subscription Fee for that month, as set out below:
| < Target but ≥ 99.0% | 10% service credit |
| < 99.0% but ≥ 98.0% | 25% service credit |
| < 98.0% but ≥ 95.0% | 50% service credit |
| < 95.0% | 100% service credit |
The maximum cumulative service credit in any calendar month is 100% of the Monthly Subscription Fee for the Covered Services for that month. Credits are applied to the next invoice; if the Agreement terminates before the credit is applied, HAWZ will apply the credit on the final invoice.
5. Support response
HAWZ provides support during its business hours (Monday to Friday, 09:00–18:00 Toronto time, excluding Canadian statutory holidays). Customer may submit requests by email or the shared Slack channel. Response targets are measured from receipt of a ticket and refer to HAWZ's initial human response.
| Severity 1 — Production down or major loss of data | Launch: 8 business hours. Growth: 2 business hours. Enterprise: 1 hour (24×7). |
| Severity 2 — Material feature impairment without full outage | Launch: 1 business day. Growth: 4 business hours. Enterprise: 2 business hours. |
| Severity 3 — Non-urgent bug or question | Launch: 3 business days. Growth: 1 business day. Enterprise: 1 business day. |
| Severity 4 — Feature request | Logged into the prioritisation queue and reviewed at the next planning cycle. |
Severity is agreed in good faith between Customer and HAWZ. If there is a disagreement, HAWZ's reasonable classification governs.
6. Claiming credits
To claim a service credit, Customer must email sla@hawz.net within thirty (30) days after the end of the calendar month to which the claim relates, providing (a) the affected Covered Services, (b) the approximate dates and times of Downtime, and (c) any logs, screenshots, or status-page observations Customer relied on. HAWZ will confirm or reject the claim within thirty (30) days, with reasons.
7. Exclusions from credits
No service credit is payable if Customer is in material breach of the Agreement (including for non-payment) at the time the credit would otherwise be payable, unless the breach is cured.
8. Changes
HAWZ may update this SLA from time to time on at least thirty (30) days' notice. Changes that reduce the Monthly Uptime target or increase the scope of Excluded Downtime apply only from the next renewal of Customer's Order Form.