The following translation is provided for informational purposes only. In the event of any differences, discrepancies, or inconsistencies between this translated version and the Japanese version, the Japanese version shall prevail.
1. Preconditions
1.1 Services Provided (“Service”)
The Service involves converting audio data transmitted by the service user (“User”) into text data using the service, and subsequently transmitting the text data along with accompanying information back to the User.
1.2 Servers
To ensure redundancy, the Service will be provided using two or more servers. The servers and server processes will be shared with other users of the service.
1.3 Connection Lines
The connection lines used for this service will be internet lines.
2. Service Level (Server)
2.1 Service Hours
24 hours a day, 365 days a year (excluding planned outages and regular maintenance).
2.2 Notification of Planned Outages
Notifications will be provided at least three (3) days in advance
via the login screen of the AmiVoice API service or the website of
the AmiVoice Cloud Platform (“ACP Site”).
This does not apply in the event of an emergency.
2.3 Service Availability Rate
AMI guarantees a monthly service availability rate of 99.95% or higher. Monthly Service Availability Rate = (Total Monthly Operating Time – Total Downtime) ÷ Total Monthly Operating Time × 100
| Total Monthly Operating Time [hours] | Calculated as the number of calendar days multiplied by 24 hours. |
|---|---|
| Total Downtime [hours] |
The time calculated from when AMI recognizes a hardware or software failure (*) until the service is restored to operation.
“Failure” means a state where all provided servers are
“unusable.” |
2.4 Response to Falling Below Guaranteed Quality
If the monthly service availability rate falls below 99.95%, AMI will refund the amount specified below upon the User’s request. However, no refund will be issued if the amount is less than three thousand (3,000) yen (excluding tax). Additionally, the User must request the refund by the end of the month following the month in which the failure occurred.
Refund Amount = Monthly Usage Fee for the Month of Failure × (99.95% – Monthly Service Availability Rate) (Amounts less than one yen will be rounded down)
2.5 Disaster Recovery (Force Majeure Recovery Measures)
In the event that AMI’s contracted data center or cloud service is damaged due to force majeure, such as a major earthquake, and AMI is unable to provide the service, AMI will endeavor to continue providing the service by utilizing an alternative data center or cloud service.
2.6 Alternative Measures in the Event of a Major Failure
In the event of a major failure at AMI’s contracted data center or cloud service that prevents us from providing the service, AMI will endeavor to continue providing the service by utilizing an alternative data center or cloud service.
2.7 Upgrade Policy
If deemed necessary by us, upgrades to the speech recognition servers and speech recognition dictionaries will be carried out. Upgrades will generally be conducted while maintaining system operation. However, if an upgrade requires the shutdown of the entire system, notifications will be provided via the login screen of the AmiVoice API service or the ACP Site.
2.8 System Monitoring Standards
The processes provided by the service are monitored 24 hours a day through a regular monitoring program.2.9 Failure Notification Process
If AMI recognizes a hardware or software failure, AMI will notify as
promptly as possible via the login screen of the AmiVoice API
service or the ACP Site during the reception hours listed below.
Reception Hours: 9:30 AM to 5:30 PM JST (excluding Saturdays,
Sundays, public holidays, national holidays, and AMI-designated
year-end and New Year holidays in Japan)
2.10 Server Operation Log Retention Period
AMI will retain server operation logs for at least three months.
2.11 Handling of Voice Data and Recognition Result Logs
- If the User is using a plan without log retention, voice data and recognition result logs will not be stored on the server.
- If the User is using a plan with log retention, voice data and recognition result logs will be temporarily stored on the server and then transferred to storage under AMI’s management. AMI may use the collected voice data and recognition result logs for the research and development of AMI’s products and services, as well as for quality improvement.
2.12 Security
For maintenance and inspection work, AMI accesses the servers within the data center remotely. Access is restricted by the IP address of the source, and communications during access are encrypted with SSL.
2.13 Restriction on Information Handlers
Access to User data is restricted to individuals who have obtained permission from AMI’s business manager.
2.14 Entry and Exit to the Office
AMI manages entry and exit to the office using an IC card system.
3. Disclaimer
The following cases are excluded from the scope of this AmiVoice API SLA:
- Instances of force majeure beyond AMI’s control, such as natural disasters
- Pre-announced maintenance periods as specified in Section 2.2
- Issues not attributable to us, such as communication failures, data center equipment failures, or power outages
Date of Enactment: December 3, 2019
Date of Last Revision: June 22, 2022