Service Level Agreement (SLA)

Availability服務可用性

We target 99.5% monthly uptime for the core chat, voice and booking service, measured excluding scheduled maintenance. Enterprise agreements can set a specific target and service credits in the contract.我們的核心對話、語音及預約服務目標為 每月 99.5% 可用時間（不計入預定維護）。企業協議可在合約中訂明具體目標及服務補償。

Support response targets支援回應目標

Enterprise customers get a dedicated contact and priority handling. Our response targets by severity:企業客戶享有專屬聯絡人及優先處理。按嚴重程度的回應目標如下：

✓Critical (service unavailable) — within 4 business hours嚴重（服務中斷）— 4 個工作小時內
✓High (major feature impaired) — within 1 business day高（主要功能受損）— 1 個工作天內
✓Normal (questions, minor issues) — within 2 business days一般（查詢、輕微問題）— 2 個工作天內

Scheduled maintenance預定維護

We schedule maintenance outside peak hours where possible and notify Enterprise contacts in advance. Planned maintenance is not counted against the uptime target.我們會盡量在非繁忙時段進行維護，並預先通知企業聯絡人。預定維護不計入可用時間目標。

Data & security資料與安全

Your data is encrypted in transit and at rest. We support team roles (RBAC), single sign-on and passkey login, and GDPR data erasure on request. See our security overview for details.你的資料在傳輸及儲存時均經加密。我們支援團隊角色 (RBAC)、單一登入及 passkey 登入，並按要求進行 GDPR 資料刪除。詳情請參閱我們的安全概覽。

Incident communication事故溝通

During an incident we post updates to our status page and notify your dedicated contact by email. A short summary follows once the issue is resolved.事故期間，我們會在系統狀態頁發布更新，並以電郵通知你的專屬聯絡人。問題解決後會提供簡短總結。

Scope & changes適用範圍及變更

This summary applies to Enterprise customers. The binding terms — including specific targets, credits and definitions — are set out in your signed agreement. We may update this page; material changes are communicated to Enterprise contacts.本摘要適用於企業客戶。具約束力的條款（包括具體目標、補償及定義）以你簽署的合約為準。我們可能會更新本頁；重大變更會通知企業聯絡人。