Hinoki Service Level Agreement
Last updated
Hinoki is provided by Statics Inc., a Delaware corporation.
A. Best Effort Availability
Hinoki will make a best effort attempt to maximize software uptime. Hinoki does not guarantee availability but will attempt to maintain 100% availability with the exception of “exclusions” and “scheduled maintenance”.
B. Exclusions
Exclusions to availability include
- use of the Service in a manner not authorized in the Agreement;
- general Internet problems, force majeure events or other factors outside of Hinoki’s reasonable control;
- Customer’s equipment, software, network connections or other infrastructure;
- third party systems; or
- Scheduled Maintenance or reasonable emergency maintenance.
C. Scheduled Maintenance
Hinoki will notify the Customer at least forty-eight (48) hours in advance of planned maintenance.
D. Definitions
“Agreement” - The contract between Hinoki and the customer to provide the Hinoki software.
“Software” - The Hinoki platform.
“Customer” - Licensee in full compliance with terms of the Agreement.
E. Updates
As Hinoki evolves, the Service Level Agreement will evolve and change with it. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.
Support Guidelines
A. Submitting a Support Case
Customer may report errors or abnormal behavior of the service by contacting the Hinoki Support team via the in-application chat feature or via email at [email protected]. This will trigger the creation of a support ticket. All response times are based on PST; Hinoki Support “business hours” are defined as Monday through Friday, between the hours of 9 A.M. and 5 P.M. PST, except for observed holidays. Requests received outside business hours will be handled within the timelines outlined below starting on the following business day. Hinoki Support provides issue resolution with respect to the Software for which Customer is in full compliance with the terms of the Agreement. Hinoki Support may also engage third-party (e.g., software providers) support for issue resolution. Support requests must include (but are not limited to):
- Customer Name
- Contact Information
- Reproducible Steps
- Issue Description/# of Affected Users
- Hinoki Version Number
- Browser Used
B. Support Request Response
Customer will make a good faith effort to provide information and cooperate with the Hinoki Support team. Hinoki Support may additionally request screenshots or relevant log files or data as part of issue inquiry and triage.
Once Hinoki Support has sufficient information, it will assign a severity level for each incident and seek to provide an initial response in accordance with the table below:
| Prioritization | Severity Level | Description | Initial Response Time |
|---|---|---|---|
| Critical | Priority 1 (P1) | System is unavailable. All users are affected. | 6 hrs |
| High Priority | Priority 2 (P2) | A large portion of the software is unavailable or malfunctioning. Ability to utilize the Hinoki software is extremely limited. | 12 hrs |
| Normal Priority | Priority 3 (P3) | Common support requests including but not limited to password reset, unexpected data in the software, and missing information. Issue affecting a single user or a few users. | 24 hrs |
| Low Priority | Priority 4 (P4) | Non-technical requests such as additional user requests, feature requests, training requests, contract/payment inquiries, etc. No critical impact on the Hinoki software use. | 24 hrs |
Hinoki Support may close support tickets if they are outside the scope of the support services or if multiple attempts to contact the Customer regarding a support issue have gone unanswered. If closed due to lack of response, Customer may request that ticket be reopened. During the support process, the issue’s severity level may be upgraded or downgraded according to the severity level that most appropriately reflects the issue’s current impact on the Software.
C. Definitions
“Hinoki Support” – Group within Hinoki dedicated to the support of the Hinoki software and end users.
“Initial Response Time” - The elapsed hours between a customer support request and the first follow-up from a member of the Hinoki Support team.
D. Updates
As Hinoki evolves, the Support Guidelines will evolve and change with it. Customers can review the most current version of the Support Guidelines at any time by visiting this page.
Contact
Statics Inc.1 Market St Suite 1275
San Francisco, CA 94105
United States