SLA (Revised June 22, 2022)
Date of Enactment: December 3, 2019
Date of Last Revision: June 22, 2022
1. Preconditions
1.1 Services Provided
This service converts the audio data transmitted by the service user into text data and transmits the text data and accompanying information to the service user.
1.2 Servers
To ensure redundancy, this service is provided using two or more servers. The servers and server processes are shared with other users of this service.
1.3 Connection Lines
The lines used for connection are internet lines.
2. Service Level (Servers)
2.1 Service Hours
24 hours a day, 365 days a year
(excluding planned outages / regular maintenance)
2.2 Advance Notice of Planned Outages
Notice will be provided at least 3 days in advance on the AmiVoice API service login screen or on the AmiVoice Cloud Platform website (hereinafter referred to as the "ACP Site").
※ This does not apply in emergency situations.
2.3 Service Availability
A monthly service availability rate of 99.95% or higher is guaranteed.
Monthly service availability rate = (Total monthly operating time - Total downtime) ÷ Total monthly operating time × 100
| Item | Calculation Method |
|---|---|
| Total monthly operating time [hours] | Number of calendar days × 24 hours |
| Total downtime [hours] | Time from when we recognize a hardware or software failure () until operation is restored "Failure" means a state in which all provided servers are "unusable." * "Time of recognition" means the time when we confirm the failure after receiving an inquiry from the contractor, or the time when we receive an alert from the server monitoring program. |
2.4 Response When Guaranteed Quality Is Not Met
If the monthly service availability rate is below 99.95%, we will refund the amount specified below based on the contractor's request. However, no refund will be made if the amount is less than JPY 3,000 (excluding tax). In addition, the refund request must be made by the month following the month in which the failure occurred.
Refund amount = Monthly fee for the month in which the failure occurred × (99.95% - Monthly service availability rate) (Fractions less than JPY 1 are rounded down)
2.5 Disaster Recovery (Recovery Measures for Force Majeure)
If our contracted data center or cloud service is damaged due to force majeure such as a major earthquake and service provision becomes impossible, we will strive to continue providing the service by using another data center or cloud service.
2.6 Alternative Means in the Event of a Major Failure
If a major failure occurs at our contracted data center or cloud service and service provision becomes impossible, we will strive to continue providing the service by using another data center or cloud service.
2.7 Upgrade Policy
If we determine it is necessary, we will upgrade speech recognition servers and speech recognition dictionaries. In principle, upgrades are performed while maintaining system operation; however, if an upgrade that requires stopping the entire system is carried out, notice will be provided on the AmiVoice API service login screen or the ACP Site.
2.8 System Monitoring Standards
The processes provided by this service are monitored 24 hours a day by a periodic monitoring program.
2.9 Failure Notification Process
When we recognize a hardware or software failure, we will notify on the AmiVoice API service login screen or the ACP Site as quickly as possible during the reception hours below.
Reception Hours: 9:30 AM to 5:30 PM (excluding Saturdays, Sundays, holidays, national holidays, and our designated year-end/New Year holidays)
2.10 Retention Period of Server Operation Logs
We retain server operation logs for at least three months.
2.11 Handling of Audio Data and Recognition Result Logs
- If the contractor uses a plan without log retention, audio data and recognition result logs are not stored on the server.
- If the contractor uses a plan with log retention, audio data and recognition result logs are temporarily stored on the server and then collected into storage under our control. We may use the collected audio data and recognition result logs for research and development of our products and services and for quality improvement.
2.12 Security
For maintenance and inspection work, we access servers in the data center remotely. For such access, source IP addresses are restricted and communications during access are SSL-encrypted.
2.13 Restriction of Personnel Handling Information
Access to contractor data is restricted to those who have obtained permission from our business manager.
2.14 Entry to and Exit from Offices
We manage entry to and exit from offices using IC cards.
3. Disclaimer
The following cases are outside the scope of AmiVoice API SLA:
- Cases due to force majeure beyond our control, such as natural disasters
- Maintenance time slots announced in advance as set forth in Section 2.2
- Cases due to reasons not attributable to us, such as communication failures, data center equipment failures, and power failures