SISOMA Connect – Service Level Agreement (SLA)

1. Definitions

Halio Platform: Halio’s proprietary software, tools, and services available via web and mobile apps.
Service Availability: The percentage uptime of the Halio Platform in a calendar month.
Service Interruption: When the Platform is unavailable or substantially non-functional, excluding downtime caused by Third-Party Providers or events outside Halio’s control.
Third-Party Services: External services integrated with the Platform (e.g., social networks, hosting providers).
Standard Support: Support provided by Halio via its helpdesk (live chat and email).

2. Service Availability Commitment

Halio will use reasonable efforts to ensure that the Platform is available 99.9% of the time each calendar month, excluding:

Scheduled maintenance
Force majeure events
Downtime caused by Third-Party Services or user actions

3. Scheduled and Emergency Maintenance

Scheduled maintenance will be notified at least 24 hours in advance where it exceeds 30 minutes.
Emergency maintenance may be carried out at any time, with notice provided as soon as practicable.

4. Service Credits

If Halio fails to meet the Availability target, users may claim service credits as follows:

Availability < 99.9% but ≥ 99.0% → 5% of monthly subscription fee
Availability < 99.0% but ≥ 95.0% → 10% of monthly subscription fee
Availability < 95.0% → 25% of monthly subscription fee

Conditions:

Users must submit a claim within 30 days of the end of the month in which downtime occurred.
Credits apply to future invoices only and are not cash refundable.
Total credits cannot exceed 100% of the monthly fee.

Exclusive Remedy: Service credits are your sole and exclusive remedy for failure to meet availability commitments.

5. Support Services

Halio provides support during business hours:

Monday–Friday, 09:00–17:00 UK time (excluding UK public holidays).
Support channels: live chat and email (support@halio.ai).

Response targets:

Live chat: within 60 minutes during business hours
Email: within 24 business hours

6. Exclusions

The SLA does not apply to interruptions caused by:

Issues outside Halio’s reasonable control (e.g., force majeure events, natural disasters, acts of government)
Failures or changes in Third-Party Services (e.g., Facebook, LinkedIn, X, Instagram APIs)
User errors, misuse, or unauthorised modifications
Lack of compliance with minimum system requirements
Scheduled maintenance notified in advance

7. Service Termination

Halio reserves the right to suspend or terminate services for users who:

Repeatedly breach the SLA or Terms of Service, or
Abuse support channels or misuse the Platform

8. Updates to the SLA

Halio may update this SLA from time to time to reflect operational changes, improvements, or compliance requirements. Users will be notified of material changes.

9. Contact

For SLA-related queries or to submit a claim, contact: 📧 support@halio.ai