Introduction
1.1.
These SLS outline the availability, processing times, maintenance and support for the Services provided by Hoshii; in particular the Hoshii Platform. Any terms defined in Hoshii’s Master Subscription Agreement (“MSA”) and used in these SLS have the same meaning.
Our Commitment, Service Plans
2.1.
While we strive to deliver a seamless user experience and minimize service disruptions, occasional malfunctions or interruptions may occur despite our efforts. Our team is dedicated to promptly addressing any issues to ensure reliable service. Please note that these Service Level Specifications (SLS) as specified below are indicative and do not confer warranty rights.
2.2.
Customers may choose enhanced service levels through available service plans. The Provider reserves the right to amend, modify, or update such service plans from time to time at its sole discretion. Notwithstanding the foregoing, during the term of the Agreement, any amendments thereto shall not materially and adversely affect the Customer's rights or benefits under the existing service plans.
Service Availability and Uptime
3.1.
Service Hours. The Hoshii Platform is available 24/7, except during scheduled maintenance periods between 00:00 and 04:00 Central European Time (CET) ("Scheduled Maintenance") or other planned maintenance for updates, backups, or system optimization to ensure reliability, security, and performance. Unforeseen issues requiring immediate attention ("Emergency Maintenance") may also occur. Hoshii will notify the Customer of Emergency Maintenance as soon as reasonably practicable.
3.2.
Availability. Hoshii aims to ensure that the Hoshii Platform is available for at least 99.5% of the operating time (“Uptime”), on a yearly basis. Uptime commitment excludes downtime caused by (i) Scheduled Maintenance, (ii) Emergency Maintenance, (iii) Customer-side issues (e.g. network failure, incorrect configurations), (iv) third-party service failures (e.g. cloud provider outages) or force majeure events (disruptions beyond Hoshii’s control like natural disasters, cyberattacks, etc.).
Support and Response Times
4.1.
Support Hours. Support is available Monday-Friday, 08:00 to 12:00 and 13:30 – 17:00 CET.
4.2.
Issue Response Times. Inquiries from paying Customers are categorized as listed in the table below. Troubleshooting is typically conducted through bugfix releases or other suitable methods. Resolution time is measured from when Hoshii receives the inquiry to when a fix or workaround is deployed, resolving the issue.
Updates, upgrades
5.2.
Issue Response Times. Inquiries from paying Customers are categorized as listed in the table below. Troubleshooting is typically conducted through bugfix releases or other suitable methods. Resolution time is measured from when Hoshii receives the inquiry to when a fix or workaround is deployed, resolving the issue.
Limitation of Liability
6.1.
Updates and upgrades will be made available from time to time by the Provider to Customer. The Provider will inform the Customer of updates and upgrades.
6.2.
Unless otherwise specified in the Agreement or, if applicable, the service plan, updates and upgrades are subject to additional charges. Software patches and bug fixes are free of charge. Customer shall implement updates that are free of charge within 3 months of being made available. If the Customer fails to apply up-dates within this 3-month period, any additional work required by the Provider to address the late update will incur an extra fee.
Hourly Rate
7.1.
Unless otherwise defined in the Order Form, Hoshii’s hourly rate is CHF 200.00.
Contact for Support
For support, contact:
Email: [support@hoshii.ai]