TimePlate — SlashHub Limited
Last updated: 2026-10-12 · Version 1.0.0
availability target the platform cannot measure or meet. Parties. SlashHub Limited and the Customer under the Master Services Agreement ("MSA"). This Schedule forms part of the MSA. Capitalised terms not defined here have the meaning in the MSA. Where a signed Order Form states a different target or credit schedule, the Order Form prevails. Language. Drafted in English with a 繁體中文 translation. The English version governs unless a signed contract states otherwise.
1.1 This SLA sets out the availability target for the TimePlate production service (the admin web application and the backend API), the support response targets, the maintenance policy, and the service-credit remedy for a failure to meet the availability target.
1.2 The Free tier is excluded from the availability target and from service credits. It is provided "as is".
1.3 This SLA covers only the parts of the service SlashHub operates. It does not cover the Customer's own network, devices, browsers, or any third-party service (including the underlying cloud hosting, database, identity, payment and AI-model providers), even where the service depends on them.
2.1 Target. For paid plans, SlashHub targets a Monthly Uptime Percentage of:
| Plan / Order Form | Availability target | Service credits |
|---|---|---|
| Starter / Plus / Pro (self-serve) | 99.5% | Yes (clause 6) |
| Enterprise (negotiated) | 99.9% (unless the Order Form states otherwise) | Yes (clause 6) |
| Free tier | No target | None |
2.2 The target is measured monthly, as a calendar month, over the production service.
2.3 "Monthly Uptime Percentage" = (total minutes in the month − Downtime minutes) ÷ total minutes in the month, expressed as a percentage.
2.4 "Downtime" means the minutes in a month during which the production API fails a SlashHub health check from at least two independent external monitoring locations for more than five consecutive minutes. A single failed check, a partial-functionality degradation, or a failure isolated to one customer or one region is not Downtime unless it meets this test.
The following are excluded from the availability calculation (not counted as Downtime):
(a) Scheduled Maintenance within a maintenance window (clause 4); (b) Emergency Maintenance (clause 4.3); (c) Force majeure events (MSA clause 15); (d) failures of, or changes to, third-party services we rely on (hosting, database, identity, payment, messaging, AI-model providers); (e) problems caused by the Customer or its Authorised Users, including misconfiguration, credentials, network, devices, browsers, or use contrary to the Documentation; (f) suspension or termination permitted by the MSA (for example, non-payment); (g) use of a Beta Feature or a non-production environment; (h) scheduled deprecation of an API version within the notice period in the API Terms of Service; (i) downtime the Customer could have avoided by applying an update we made available.
4.1 Scheduled Maintenance. We normally perform scheduled maintenance in a low-traffic window and aim to give at least 48 hours' notice by email or in-app notice. Scheduled Maintenance inside the notified window is excluded from Downtime.
4.2 We will use reasonable efforts to keep scheduled maintenance outside Hong Kong business hours where practicable and to minimise its duration.
4.3 Emergency Maintenance. We may perform emergency maintenance without notice to address a critical security or stability issue. Where practicable, we will notify you as soon as we can. Emergency maintenance is excluded from Downtime only where it is genuinely required by a critical security or stability risk and is kept as short as reasonably possible.
4.4 Public status page. SlashHub does not currently operate a public status page; incident notices are sent by email to the Customer's nominated contacts and, where available, shown in-app. A public status page is on our roadmap and, when launched, will be the primary channel for incident communication. (This clause will be updated when the status page goes live.)
5.1 Severity definitions.
| Severity | Description |
|---|---|
| S1 — Critical | The production service is unavailable or a core function (check-in/out, payroll compute, kiosk) is unusable for all users at a site, with no workaround. |
| S2 — High | A core function is degraded or unusable for many users, or a workaround is impractical. |
| S3 — Medium | A non-core function is impaired, or a single user/site is affected, with a workaround. |
| S4 — Low | Cosmetic issues, questions, documentation, or feature requests. |
5.2 Support hours and response targets. "Response" means our first substantive human reply, not an automated acknowledgement.
| Tier | Support hours (HKT, excluding HK public holidays) | S1 | S2 | S3 | S4 |
|---|---|---|---|---|---|
| Standard | Mon–Fri 09:00–18:00 | 8 business hours | 1 business day | 3 business days | 5 business days |
| Business | Mon–Sat 08:00–20:00 | 4 business hours | 8 business hours | 2 business days | 4 business days |
| Enterprise | 24×7 for S1/S2 | 1 hour | 4 hours | 1 business day | 3 business days |
5.3 Response targets are targets, not guarantees, and are not subject to service credits. Failure to meet a target does not entitle the Customer to a refund.
5.4 Support is provided through the channels we nominate (email to support@slashhub.hk, and any
in-app support widget). The Customer shall nominate authorised contacts and use reasonable efforts to
provide reproducible information.
6.1 If the Monthly Uptime Percentage falls below the applicable target in clause 2.1, the Customer is entitled to a service credit applied against future invoices, calculated on the monthly fee (for an annual plan, one-twelfth of the annual fee), as follows:
| Monthly Uptime Percentage (paid plans) | Service credit |
|---|---|
| Below target but ≥ 99.0% | 10% of the monthly fee |
| < 99.0% and ≥ 98.0% | 25% of the monthly fee |
| < 98.0% | 50% of the monthly fee |
6.2 Enterprise (99.9% target): apply the same credit percentages measured against the 99.9% target.
6.3 Cap, form and transferability. The total service credit for a month will not exceed 100% of the monthly fee. Service credits are account credits only: they are non-transferable, may be used only against future SlashHub invoices for the same subscription, expire 12 months after being granted, and are never redeemable or payable in cash, nor refundable on termination. This clause prevails over any general refund provision in the MSA or Terms of Service.
6.4 How to claim. The Customer must request a credit in writing to support@slashhub.hk within
30 days of the end of the affected month, stating the dates and times of the Downtime. SlashHub will
verify the claim against its monitoring data, which is prima facie evidence of the availability
actually delivered (and is open to challenge on manifest error). Credits are applied within 30 days of
a valid claim.
6.5 Sole remedy. Service credits are the sole and exclusive remedy for a failure to meet the availability targets in this SLA, whether in contract, tort (including negligence) or otherwise, and the Customer's only financial entitlement for reduced availability. The parties agree that this remedy is a genuine pre-estimate of the loss caused by reduced availability and is reasonable.
6.6 No service tier for Free. No support tier, availability target, service credit or response target attaches to the Free tier (see clause 1.2). Any support to Free-tier users is discretionary.
Service credits are subject to the liability provisions of the MSA (including the cap in MSA clause 12.2). Nothing in this SLA increases SlashHub's aggregate liability beyond that cap.
SlashHub may update this SLA for self-serve subscriptions as described in the MSA clause 19, on 30 days' notice for material changes. For a signed enterprise Order Form, changes apply as provided in MSA clause 19.
| Purpose | Channel |
|---|---|
| Support / incidents | support@slashhub.hk |
| Service-credit claims | support@slashhub.hk (subject: "SLA credit claim") |
| Legal / notices | legal@slashhub.hk |
最後更新:2026-10-11 · 版本 1.0.0(草擬本) · 狀態:範本 — 待香港法律審閱
請先閱讀。 本文件為借助 AI 起草的範本,並非法律意見,使用前必須由合資格香港律師審閱及簽署。請勿承諾平台無法量度或達成的可用性目標。 訂約方。 SlashHub Limited 與主服務協議(「MSA」)下的客戶。本附件構成 MSA 的一部分。本附件未定義的粗體術語具有 MSA 所賦予的涵義。如經簽署的訂購表格訂明不同目標或服務補償安排,以訂購表格為準。 語言。 本文件以英文草擬並附繁體中文譯本。除經簽署的合約另有訂明外,以英文版本為準。
1.1 本 SLA 訂明 TimePlate 正式環境服務(管理網頁應用程式及後端 API)的可用性目標、支援回應目標、維護政策,以及未能達到可用性目標時的服務補償補救。
1.2 免費版不包括在可用性目標及服務補償之內,按「原樣」提供。
1.3 本 SLA 僅涵蓋由 SlashHub 營運的服務部分,不包括客戶本身的網絡、裝置、瀏覽器,或任何第三方服務(包括底層雲端寄存、資料庫、身份、付款及 AI 模型供應商),即使服務依賴該等第三方亦然。
2.1 目標。 就付費計劃而言,SlashHub 的每月正常運行時間百分比目標如下:
| 計劃/訂購表格 | 可用性目標 | 服務補償 |
|---|---|---|
| Starter / Plus / Pro(自助) | 99.5% | 有(第 6 條) |
| Enterprise(協商) | 99.9%(除訂購表格另有訂明) | 有(第 6 條) |
| 免費版 | 無目標 | 無 |
2.2 目標按每月(公曆月)就正式環境服務計算。
2.3 「每月正常運行時間百分比」=(該月總分鐘數 − 停機分鐘數)÷ 該月總分鐘數,以百分比表示。
2.4 「停機」指在某一月份內,正式環境 API 由至少兩個獨立的對外監測點進行 SlashHub 健康檢查失敗並持續超過連續五分鐘的分鐘數。單次檢查失敗、部分功能降級,或僅影響單一客戶或單一地區的故障,除非符合本測試,否則不屬停機。
以下情況不計入可用性計算(不計作停機):
(a) 維護時段內的預定維護(第 4 條); (b) 緊急維護(第 4.3 條); (c) 不可抗力事件(MSA 第 15 條); (d) 我們所依賴的第三方服務的故障或變更(寄存、資料庫、身份、付款、訊息、AI 模型供應商); (e) 由客戶或其授權使用者引起的問題,包括錯誤配置、憑證、網絡、裝置、瀏覽器,或違反文件的使用; (f) MSA 允許的暫停或終止(例如欠款); (g) 使用測試版功能或非正式環境; (h) 在 API 服務條款所訂通知期內對 API 版本的預定淘汰; (i) 客戶套用我們已提供的更新即可避免的停機。
4.1 預定維護。 我們通常在低流量時段進行預定維護,並力求以電郵或應用程式內通知至少提前 48 小時通知。已通知時段內的預定維護不計作停機。
4.2 我們會以合理努力在可行情況下將預定維護安排在香港辦公時間以外,並盡量縮短其時長。
4.3 緊急維護。 我們可就關鍵保安或穩定性問題進行無需通知的緊急維護。在可行情況下,我們會盡快通知您。僅當確實因關鍵保安或穩定性風險所需,且時長盡量縮短時,緊急維護方不計作停機。
4.4 公開狀態頁。 SlashHub 目前並未營運公開狀態頁;事故通知會以電郵發送至客戶指定聯絡人,並在可行時於應用程式內顯示。公開狀態頁已在我們的路線圖上,推出後將成為事故通訊的主要渠道。(本條將於狀態頁推出時更新。)
5.1 嚴重程度定義。
| 嚴重程度 | 說明 |
|---|---|
| S1 — 嚴重 | 正式環境服務不可用,或某場地的所有使用者無法使用核心功能(上下班打卡、薪酬計算、Kiosk),且無替代方法。 |
| S2 — 高 | 核心功能降級,或眾多使用者無法使用,或替代方法不切實際。 |
| S3 — 中 | 非核心功能受損,或僅影響單一使用者/場地,且有替代方法。 |
| S4 — 低 | 外觀問題、查詢、文件或功能要求。 |
5.2 支援時間及回應目標。 「回應」指我們首次實質的人手回覆,而非自動確認。
| 級別 | 支援時間(香港時間,不包括香港公眾假期) | S1 | S2 | S3 | S4 |
|---|---|---|---|---|---|
| 標準 | 週一至週五 09:00–18:00 | 8 個辦公小時 | 1 個辦公日 | 3 個辦公日 | 5 個辦公日 |
| 商務 | 週一至週六 08:00–20:00 | 4 個辦公小時 | 8 個辦公小時 | 2 個辦公日 | 4 個辦公日 |
| 企業 | S1/S2 為 24×7 | 1 小時 | 4 小時 | 1 個辦公日 | 3 個辦公日 |
5.3 回應目標為目標而非保證,不適用於服務補償。未能達到目標不賦予客戶退款權利。
5.4 支援透過我們指定的渠道提供(電郵至 support@slashhub.hk,以及任何應用程式內支援小工具)。客戶應指定授權聯絡人,並以合理努力提供可重現的資訊。
6.1 如每月正常運行時間百分比低於第 2.1 條的適用目標,客戶有權就下一張發票(如無後續發票則為退款)獲得服務補償,按月費計算(年度計劃則為年費的十二分之一),如下:
| 每月正常運行時間百分比(付費計劃) | 服務補償 |
|---|---|
| 低於目標但不低於 99.0% | 月費的 10% |
| 低於 99.0% 且不低於 98.0% | 月費的 25% |
| 低於 98.0% | 月費的 50% |
6.2 Enterprise(99.9% 目標): 按 99.9% 目標套用相同補償百分比。
6.3 上限。 單月服務補償總額不超過月費的 100%。
6.4 如何申索。 客戶須於受影響月份結束後 30 日內以書面(電郵 support@slashhub.hk)申索補償,述明停機的日期及時間。SlashHub 將對照其監測資料核實申索,該資料除明顯錯誤外為最終。有效申索的補償將於 30 日內套用。
6.5 唯一補救。 服務補償為未能達到可用性目標的唯一及專屬金錢補救。其並非罰則,亦不影響任何一方根據 MSA 就重大違約終止合約的權利。
服務補償受 MSA 的責任條文(包括 MSA 第 12.2 條的上限)規限。本 SLA 的任何內容均不使 SlashHub 的總責任超出該上限。
SlashHub 可按 MSA 第 19 條就自助訂閱更新本 SLA,重大變更須提前 30 日通知。就經簽署的企業訂購表格,變更按 MSA 第 19 條適用。
| 目的 | 渠道 |
|---|---|
| 支援/事故 | support@slashhub.hk |
| 服務補償申索 | support@slashhub.hk(主旨:「SLA credit claim」) |
| 法律/通知 | legal@slashhub.hk |
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