Service Level Agreement (SLA)

This Service Level Agreement (hereinafter referred to as "SLA") defines the service availability, support system, and other key performance indicators for ActionBridge (hereinafter referred to as "the Service") provided by Receiptroller Co., Ltd. (hereinafter referred to as "the Company").

1. Service Availability

The Company targets an annual service uptime of 99.9% or higher. Availability is measured based on the following calculation method, which excludes the following factors:

• Pre-notified planned maintenance
• Service downtime due to force majeure (e.g., natural disasters, war, riots, changes in laws, etc.)
• Impact caused by user actions or user systems

2. Support Response

The Company provides the following support system:

• Support Hours: Weekdays (Monday to Friday) 9:00 AM to 6:00 PM (Japan Standard Time)
• Response Time: The Company will respond to inquiries within 24 hours of receiving them. However, urgent issues will be addressed as quickly as possible.

3. Planned Maintenance

The Company will perform regular maintenance to ensure the stability and performance of the system. Planned maintenance will be notified in advance to minimize impact on users. Regular maintenance is typically performed on the first Friday of each month at midnight.

4. Response to Service Disruptions

If a service disruption occurs, the Company will follow these steps:

1. After detecting the disruption, we will promptly notify users. Details of the disruption will be posted on the System Status Page.
2. We will immediately begin investigating the issue and provide regular progress updates.
3. After resolving the disruption, we will identify the cause, consider preventive measures, and report to users.

5. Availability Guarantee

If the annual service availability is confirmed to be below 99.9%, the Company will provide the following compensation to users:

• 99.0% to less than 99.9%: 10% refund of the monthly usage fee
• 98.0% to less than 99.0%: 25% refund of the monthly usage fee
• Below 98.0%: 50% refund of the monthly usage fee

Refunds will only be applied if the user reports the service outage to the Company.

6. Exceptions

The following causes of disruptions or delays are excluded from this SLA:

• Impact caused by the user's network, devices, or software
• Force majeure (e.g., natural disasters, war, terrorism, etc.)
• Inaccurate data or information provided by the user

7. Changes to the SLA

The Company may change this SLA with prior notice. The updated SLA will apply from the time it is posted on the Service.

8. Contact

If you have any questions regarding this SLA, please contact us via the inquiry form here.