Last Updated: April 1, 2024
This Saison Technology Service Level Agreement (this “SLA”) is a policy governing the use of the Included Services (listed below) and applies separately to each account using the Included Services. This SLA is a contract between Saison Technology International (hereinafter referred to as “the Company”) and the customer (hereinafter referred to as the “Customer”). Unless otherwise specified in this SLA, this SLA shall be subject to the terms and conditions of the Terms of Service, and unless otherwise specified, terms defined in the Terms of Service shall have the same meaning in this SLA as in the Terms of Service. The Company reserves the right to modify the terms of this SLA in accordance with the Terms of Service. In providing the Service, the Company shall not assume any responsibility beyond that set forth in this SLA.
Included Services
- HULFT Managed Integration Services
- HULFT Business Intelligence
- HULFT Managed EDI Service
- HULFT Data Capture
- HULFT E-Commerce
Service Commitment
Company will use commercially reasonable efforts to make the Included Services each available for at least 99.99%, in each case during any monthly billing cycle (the “Service Commitment”). In the event any of the Included Services do not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Quality
| No. | Item | Overview | Quality of Service |
| 1 | Monthly Occupancy Rate | Ratio of actual operating hours to total operating hours per month | Must be 99.9% or higher |
| 2 | Monthly Occupancy Rate – High Availability (HA) | Ratio of actual operating hours to total operating hours per month with a High Availability Pair (HA). | Must be 99.99% or higher |
| 3 | Maintenance notification | Timing of notification of service suspension due to maintenance | Email notification to the email address of the account registered with HULFT Cloud Services at least 14 days in advance, and notification on the website at least 14 days in advance. |
Service Credits
| Monthly Uptime Percentage | Service Credit Percentage |
| Less than 99.99% but equal to or greater than 99.0% | 10% |
| Less than 99.0% but equal to or greater than 95.0% | 30% |
| Less than 95.0% | 100% |
Credit Request Procedure
In the event that the monthly uptime falls short of the thresholds set forth above, HULFT, Inc. will, upon the customer’s request, credit a percentage of the monthly subscription amount for the month in which the failure occurs. The credit will be applied to the estimate for the next contract renewal.
To receive a Service Credit, please submit a claim by opening a case in Saison Technology’s Support Site. To be eligible, the credit request must be received by us by the end of the month following the month in which the failure was recovered and must include:
- The words “SLA Credit Request” in the subject line;
- The dates, times, and affected Services that you are claiming;
- Your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
Definitions
- Monthly Availability
The calculation method of the monthly availability of SLA-applicable servers shall be based on the following formula. Monthly uptime = (Total monthly uptime – Total monthly failure hours) / Total monthly uptime x 100 - SLA-applicable server
This refers to the HULFT Cloud Services relay server and the web server of the service site. - HULFT Cloud Services Relay Server
This server relays the data transferred by Saison Technology on the delivery side and sends it to Saison Technology on the collection side in this service. - Web server of the service site
Refers to the server that provides the management screen function of HULFT Cloud Services in this service. - Cloud computing
Environment and ancillary services used to run the external collaboration service HULFT Cloud Services. - Total operating hours per month
The period from the first day of the calendar month to the last day of the calendar month. - Cumulative Monthly Disabled Hours
Cumulative monthly failure time shall mean the time, out of the total monthly uptime, that either one of the following conditions (hereinafter referred to as “failure”) is reported by the Company, or the Customer is able to prove that such condition has occurred, or the total of such times: 1. a condition in which the SLA-applicable server cannot be accessed at all 2. a condition in which the functions described in the service specifications do not work and there is no workaround.
SLA Exclusions
Periods of customer service outage caused by the customer, such as non-payment of charges, will be excluded from the total monthly uptime. If the cause of the outage is any of the following, the customer will not be eligible for a discount on the usage fee.
- In the event of unavoidable stoppage of the SLA-applicable server due to system maintenance, such as scheduled maintenance or temporary maintenance announced by the Company in advance.
- In the event of hardware, software, or network problems on the customer’s system side.
- In the event of errors in the customer’s service usage.
- When there is a violation of the terms of use in the customer’s use of the service
- When there is an Internet access or network failure outside the scope of the service
- When there is a force majeure such as fire, power failure, earthquake, flood, tsunami, war, disturbance, riot, etc.
- In case of trouble with external linked services, interruption or suspension of service provision, suspension of linkage with this service, or changes in specifications, etc.
- For other reasons beyond the Company’s control