Service Level Agreement

Last updated: 15 September 2026

This Service Level Agreement ("SLA") describes the service availability target and support approach of Daniel Draper, sole trader, operating Member Hub ("we", "us" or "our"). It forms part of the Member Hub Terms & Conditions and applies to the customer organisation ("you") as described below.

Nothing in this SLA excludes or limits rights or remedies that cannot lawfully be excluded or limited, including applicable Australian Consumer Law guarantees. A separate service agreement expressly accepted by Member Hub and your organisation may specify different commitments for the services it covers.

1. Covered services and availability target

We use commercially reasonable efforts to achieve a target of 99.95% monthly availability for the Member Hub hosted application and supporting APIs included in your organisation's paid subscription in our shared environment (the "covered services"). This is an operational target that guides our maintenance and service improvements, rather than a guarantee of uninterrupted access. We aim to minimise disruption and work to restore affected services when problems occur.

Free plans, free trials and features expressly identified as beta or preview when your organisation agrees to use them are outside this numerical target unless separately agreed. We still use reasonable care in operating and supporting those services. A member's access through a paying organisation is part of that organisation's covered subscription, even if the member pays nothing personally.

This SLA covers the availability of our hosted service. It does not promise continuous operation of every device, offline functionality, final delivery of SMS, email or push notifications, or the availability of third-party services used independently of Member Hub. Other obligations under the Terms and applicable law continue to apply.

2. Measuring availability

Unavailability means a failure of the covered services that prevents your organisation from accessing or using core account functions, such as signing in or retrieving and saving membership records. An outage can affect one organisation without affecting every Member Hub customer. A defect in an individual feature, a delayed notification or slower performance is not itself unavailability unless it prevents use of those core functions.

Unless your service agreement states otherwise, we measure each calendar month in Brisbane time (AEST, UTC+10). For a subscription that starts or ends during a month, we measure only the period when that paid subscription is active. Billing on a different schedule does not change this measurement period unless expressly agreed.

Monthly availability = 100 × (total covered minutes − counted downtime minutes) ÷ total covered minutes.

Total covered minutes are the actual minutes in that month's covered subscription period. Counted downtime is the duration of unavailability after removing only the time attributable to the exclusions in section 3. Excluded periods stay in the total covered minutes and do not count as downtime. Overlapping incidents count once; an incident crossing a month boundary is allocated to the relevant months. We use the underlying calculation, rather than a rounded display percentage, to assess performance against the target.

We assess the timing, cause and effect using available monitoring, service logs, incident records and relevant evidence you provide. An issue need not appear on the public status page to be considered. The public status page (opens in a new tab) reports what its configured monitors observe; its scope, reporting period and rounding may differ from the measurement described here. Please report a problem even if the public status page shows normal operation.

3. Maintenance and exclusions

Unless separately agreed, we reserve 10:00pm to 11:00pm on the last Sunday of each calendar month, Brisbane time (AEST, UTC+10), for routine maintenance. We may use all, part or none of this window. The service may be temporarily unavailable while maintenance is performed; reserving the window does not mean downtime will occur every month.

This schedule provides advance notice of the regular maintenance window. Where practicable, we will publish a notice on the public status page when we plan to use it and describe the expected impact. Only downtime actually caused by qualifying maintenance is excluded from the availability calculation; an unrelated outage is not excluded simply because it occurs during the reserved window.

For planned maintenance outside this window, we will give reasonable advance notice of expected interruptions, including the expected window, through account contacts or an appropriate service notice. We will work to minimise disruption and provide updates if the expected impact changes. Urgent protective work is addressed below.

Downtime is excluded only to the extent caused by:

• Planned maintenance reasonably required to operate the service, within the reserved window above or another window notified in advance. An overrun is assessed as downtime unless another exclusion applies; we do not retrospectively label an outage as planned maintenance.
• Urgent protective work reasonably necessary to address an immediate security or safety risk or legal requirement where advance notice is impracticable. We will give notice as soon as practicable and limit the interruption to the scope and duration reasonably needed.
• Permitted restrictions on your account under section 11 of the Terms. An incorrect suspension is not excluded merely because access was restricted.
• Your actions or systems, including misuse, customer-controlled configuration, devices, internet connections or independent integrations, to the extent they caused the interruption rather than a failure of our covered services.
• Events beyond our reasonable control that we could not reasonably prevent or mitigate through appropriate care and safeguards, such as a widespread external network disruption or natural disaster.

Using a hosting or other supplier does not automatically exclude that supplier's failures. An exclusion must apply to the actual cause and period of the interruption. These exclusions do not excuse our own failure to take reasonable care or remove obligations that cannot lawfully be excluded.

4. Support and status updates

Report an ongoing service problem promptly to help@memberhub.com.au. Include your organisation, the affected feature, when the problem started and any relevant redacted error details. Do not send passwords, active tokens or unnecessary member information. Check the uptime page for available status and incident information.

We assess reported problems according to their impact and urgency, investigate using the information available, and use reasonable efforts to restore affected services. We aim to communicate material progress through support correspondence or status updates.

Availability is different from support response time. This SLA does not promise continuous staffing, a fixed response or resolution time, or specific backup recovery times or recovery points. Any additional support, recovery or service commitments must be expressly agreed. Responsibilities for operational decisions and notification limitations remain as described in the Terms.

5. Your rights and changes

The availability target does not remove our obligations under the Terms or applicable law. Any claim remains subject to the lawful limitations and protected rights in section 12 of the Terms. There is no double recovery for the same loss.

Changes to this SLA follow the notice, cancellation and refund provisions in section 13 of the Terms. Publishing revised wording does not retrospectively change a completed measurement period or override a separately agreed variation process. Existing customer agreements and rights that cannot lawfully be excluded remain relevant.