Service Level Agreement

For the covered service, HAMANI targets a monthly uptime of [99.x]%, measured over each calendar month. “Uptime” means the core application (sign-in, campaign management, and the sending pipeline) is materially available. Live component status is published at /status.

We do not currently publish a historical uptime percentage because doing so honestly requires an independent external monitor, which we have not adopted. An agreed target is instead set contractually and measured from mutually accepted monitoring.

Downtime does not include unavailability caused by:

• scheduled maintenance notified in advance (target window: [off-peak AEST]);
• failures of a customer-controlled dependency — for example the customer’s own federated identity provider (SSO), their registered webhook endpoints, or their DNS/sending-domain records;
• a third-party sub-processor outage outside HAMANI’s reasonable control (mitigated by our self-healing: sending is queued, never dropped, and messages the provider never accepts are never charged — hard bounces and complaints are automatically credited back);
• force majeure, or the customer’s breach of the Terms or Acceptable Use Policy.

HAMANI targets the following first-response times by severity (business hours [AEST], unless a 24×7 tier is agreed):

HAMANI maintains a plain-English incident log and, for enterprise tenants, per-workspace incident notifications: the owner can register an incident email and/or webhook(Settings → notifications) and is told when something affects their workspace. Every incident is also recorded in the tenant’s audit history regardless of delivery. This is the same self-healing pipeline that queues sending during a provider outage — queued messages are never charged, and hard bounces and complaints are automatically credited back.

If HAMANI misses the agreed uptime target in a month, the customer may claim a service credit of [credit schedule] against the following month, requested within [30] days. Service credits are the sole and exclusive remedy for missed availability targets. This clause does not limit rights that cannot be excluded under the Australian Consumer Law.

Targets are reviewed at each renewal. This SLA is governed by the same law as the Terms of Service.