Service Level Agreement

SLA (Service Level Agreement)

2024/04/19

1. Prerequisites

1.1 Services Provided

This service converts audio data transmitted by the user into text data and delivers the text data along with supplementary information.

1.2 Connection Lines

The line used for connection is an internet line.

2. Service Level (Server)

2.1 Service Hours

The service operates 24/7, 365 days a year (excluding scheduled downtime/regular maintenance) .

2.2 Downtime Notification

Notifications of downtime will be posted on the DolphinVoice AI platform website at least three days in advance.

* This does not apply in cases of emergencies.

2.3 Service Uptime Guarantee

We guarantee a monthly service uptime rate of at least 99.95%. Monthly Service Uptime Rate = (Total Monthly Operation Time - Total Monthly Downtime) ÷ Total Monthly Operation Time × 100

Calculation Details:
Total Monthly Operation Time [hours]Number of calendar days × 24 hours
Total Monthly Downtime [hours]The time from when the company's hardware or software failure occurs(*) to when operation is resumed
* "Failure" refers to a state where all servers provided are "unavailable".
* "Occurrence time" refers to the time when our company receives a customer inquiry and confirms the failure, or the time when the company receives an alert notification from the server monitoring program.

2.4 Response When Service Availability Falls Below Guarantee

If the monthly service uptime rate falls below 99.95%, our company will refund an amount based on the formula below, provided the customer submits a request. However, no refunds will be issued for amounts less than 3,000 yen (excluding tax). Also, any refund requests must be made within the following month after the occurrence of the service failure.

Refund Amount = Monthly Usage Fee for the Month of Failure × (99.95% - Monthly Service Uptime Rate) (Rounding down to the nearest yen)

2.5 Compensation Request Deadline

Customers may apply for compensation after the 5th business day of each month if the service level was not achieved in the preceding month. Applications must be submitted within two months of the end of the target month. Requests made beyond the deadline will not be accepted.

2.6 Disaster Recovery

In the event of a major earthquake or other force majeure that causes damage to our contracted data centers or cloud servers, making it impossible to provide services, we will strive to continue the service by switching to alternate data centers or cloud servers.

2.7 Alternative Measures for Major Failures

If a major failure occurs at our contracted data centers or cloud servers, making it impossible to provide services, we will strive to continue the service by switching to alternate data centers or cloud servers.

2.8 Upgrade Policy

Our company may conduct upgrades to the speech recognition servers and dictionaries when deemed necessary. Upgrades are generally performed while maintaining system operation; however, if an upgrade requires a complete system shutdown, notifications will be provided on the DolphinVoice AI platform website.

2.9 System Monitoring Standards

Processes provided by the service are monitored 24/7 through regular monitoring programs.

2.10 Failure Notification Process

If hardware or software failures are detected, notifications will be posted on the DolphinVoice AI platform website during the following reception hours.

Reception Hours: 9:30 AM–5:30 PM (excluding Saturdays, Sundays, public holidays, and designated year-end/new-year holidays)

2.11 Server Operation Log Retention Period

Server operation logs will be retained for at least three months.

2.12 Handling of Audio Data and Recognition Result Logs

  1. If the customer chooses service without log storage, audio data and recognition result logs will not be stored on the server.
  2. If the customer chooses service with log storage, audio data and recognition result logs will be temporarily stored on the server and subsequently transferred to company-managed storage. The collected data may be used by our company for R&D and quality improvement of our products and services.

2.13 Security

Maintenance and inspection operations involve remote access to servers within the data center. The IP address of the access source is restricted, and the communication during access is encrypted with SSL.

2.14 Restrictions on Data Handlers

Access to user data is restricted to personnel authorized by our company's responsible officers.

2.15 Office Access Management

Entry and exit to the office are managed through an IC card system.

3. Disclaimer

The DolphinVoice AI platform SLA does not apply in the following cases:

  1. Natural disasters or other force majeure events beyond our control;
  2. Maintenance periods notified in advance as per Section 2.2;
  3. Communication failures, data center equipment breakdowns, power outages, or other causes not attributable to our company;
  4. Network or equipment failures or configuration adjustments not belonging to DolphinVoice;
  5. Hacker attacks on the customer's applications;
  6. Data, passcode, or password loss or leakage due to the customer's improper maintenance or security management errors;
  7. Customer's negligence or misoperation;
  8. Failure to comply with DolphinVoice product usage guide or recommendations.

4. Miscellaneous

DolphinVoice reserves the right to amend the terms of this SLA. In the event of changes, users will be notified either via a public announcement on the website or by email at least 30 days in advance. Users who do not agree with the changes have the right to discontinue using the service. Continued use of the service will be deemed as acceptance of the revised SLA.

Issued On: April 19, 2024