1.Prerequisites
1.1 Services provided
This service converts the voice data sent by the Service User using this Service into text data, and then sends the text data and accompanying information to the Service User.
1.2 About the Server
To ensure redundancy, the Service will be provided on two or more servers. The servers and server processes will be shared with other users of the Service.
1.3 Connection Lines
The line used for connection is the Internet line.
2. Service Level (Server)
2.1 Service Hours
24 hours 365 days
(Excluding planned shutdowns and scheduled maintenance)
2.2 Planned Outage Notification
We will notify you at least three days in advance on the login screen of the AmiVoice API service or on the AmiVoice Cloud Platform website (hereinafter referred to as the "ACP Site").
*This does not apply in the event of an emergency.
2.3 Service Availability
We guarantee a monthly service uptime of 99.95% or higher.
Monthly service uptime = (total monthly operating time - cumulative outage time) ÷ total monthly operating time x 100
| Total monthly operating hours [hours] | Number of calendar days x 24 hours |
|---|---|
| Total outage time [hours] |
The time from the time when the Company becomes aware of the hardware or software failure to the time when operation is restored. *"Failure" refers to a state in which all servers currently being provided become "unusable." |
2.4 What to do if the quality falls below the guaranteed level
If the monthly service availability rate is less than 99.95%, we will refund the amount specified below based on the request from the subscriber. However, if the amount is less than 3,000 yen (excluding tax), no refund will be made. In addition, the subscriber's request for refund must be made by the month following the month in which the failure occurred.
Refund amount = Monthly usage fee for the month the outage occurred x (99.95% - monthly service availability rate) (rounded down to the nearest yen)
2.5 Disaster Recovery (Recovery Measures Due to Force Majeure)
If our contracted data center or cloud service is damaged due to force majeure such as a major earthquake and is unable to provide services, we will endeavor to continue providing services by using another data center or cloud service.
2.6 Alternatives in the event of a major failure
If a serious problem occurs in our contracted data center or cloud service and we are unable to provide the service, we will endeavor to continue providing the service by using another data center or cloud service.
2.7 Upgrade Policy
If we deem it necessary, we will upgrade the voice recognition server and voice recognition dictionary. In principle, upgrades will be carried out while the system remains operational, but if an upgrade requires the entire system to be stopped, we will notify you on the AmiVoice API service login screen or 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 Fault Notification Process
If we become aware of a hardware or software failure, we will notify you as soon as possible during the reception hours listed below on the login screen of the AmiVoice API service or on the ACP site.
Reception hours: 9:30 AM to 5:30 PM (excluding Saturdays, Sundays, national holidays, national holidays, and the year-end and New Year holidays designated by our company)
2.10 Server operation log retention period
We will retain server activity logs for at least three months.
2.11 Handling of voice data and recognition result logs
- If the subscriber is using a plan that does not store logs, voice data and recognition result logs will not be stored on the server.
- If the Subscriber uses a plan with log storage, the voice data and recognition result logs will be temporarily stored on the server and then retrieved to storage managed by our company. Our company may use the retrieved voice data and recognition result logs for research and development and quality improvement of our products and services.
2.12 Security
When performing maintenance and inspection work, we remotely access the servers in the data center. When accessing, we restrict the IP addresses from which the access originates, and communication during access is SSL encrypted.
2.13 Restrictions on Data Handlers
Access to customer data is restricted to those authorized by our business manager.
2.14 Entering and Exiting the Office
We use IC cards to manage access to our offices.
3. Disclaimer
The following cases are not covered by the AmiVoice API SLA.
- In the event of force majeure beyond our control, such as a natural disaster
- The pre-announced maintenance period set forth in Section 2.2
- When the cause is not attributable to our company, such as a communication failure, data center equipment failure, or power failure.
Enactment date: February 2019, 12
Last revision: April 2022, 6