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), Google sign-in (SSO) 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)、Google 登入 (SSO) 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。