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Loxley%20Business%20Innovation Loxley Business Innovation

Terms and Conditions
for Loxley Intelligent Social Automation: LISA

  1. “Service Provider” refers to Loxley Business Innovation Company Limited.
  2. “Service User” refers to the company, organization, or representative authorized to use the LISA system provided by the Service Provider.
  3. The Service User agrees to pay the service fee as billed by the Service Provider. If payment is not made by the due date, the Service User must pay default interest at a rate of 15% per annum on the overdue service fee. In the event that the Service Provider has issued a written notice requiring the Service User to pay the service fee within the specified period of the notice, and the Service User still defaults, the Service Provider reserves the right to immediately suspend the service.
  4. In the event of a service malfunction, the Service User must notify the Service Provider, and the Service Provider will resolve the malfunction at no cost, unless the malfunction is caused by the actions of the Service User.
  5. The provision of service is 24 hours a day, 7 days a week (24/7) without holidays, with a standard Service Level Agreement (SLA) at a level of 99.90%. The Service Level Agreement (SLA) calculation method is as follows:
    • (Total Time in that Month – Downtime) / Total Time in that Month
    • Downtime shall commence from the time the Service User is unable to use the service and the Service User has contacted the after-sales service team via telephone or E-mail, and shall end when the Service User confirms that the service is restored to normal operation.
    • System maintenance and after-sales service to achieve the standard Service Level Agreement (SLA) at a level of 99.90% will cover all LISA services classified as Critical.
  6. If the service quality provided by the Service Provider in any given month is less than 99.90%, the Service Provider agrees to compensate the service fee for the month with service issues upon request from the Service User, with compensation details as follows, unless the malfunction was caused by the Service User’s actions. Details of Compensation for the Month with Service Issues:
    • If the service quality is between 95% but less than 99.90%, the maximum compensation shall be 10% of the monthly service fee.
    • If the service quality is less than 95%, the maximum compensation shall be 50% of the monthly service fee.
    • The Service Provider shall have no obligation for any system damage related to business, including loss of data, loss of opportunity or revenue, and any loss of profits whatsoever.
    • If the Service Provider has notified the Service User at least 15 days in advance of the scheduled service improvement which results in service unavailability, and the Service User does not object to the schedule, the Downtime during that period shall not be included in the calculation for service compensation.
  7. The Service User may report issues to request service support throughout the period of service usage. The Service Provider has set target response times for service requests as detailed below:
    • Service Hours: 24×7 without holidays
    • Number of service requests allowed: Unlimited
    • Target response time for service requests based on priority:
Severity Level Issue Description Target SLA
Critical The entire system is unusable, e.g., messages are not received and are lost, unable to reply to chats at all, and there is no workaround. Respond within 15 minutes And resolve the issue within 1 hour
High The majority of the system is unusable (exceeding 50%), but a workaround is available. Respond within 15 minutes And resolve the issue within 12 hours
Medium 10-50% of the system is unusable, but a workaround is available. Respond within 1 hour And resolve the issue within 48 hours
Low Minor functions are partially unusable and do not affect core functionality, e.g., the reporting system or user editing system is unusable. Respond within 2 hours And resolve the issue within 148 hours
  1. The Service Provider shall not be liable for any damages whatsoever arising from the Service User utilizing the service in a manner contrary to public order or good morals, in violation of law, or in breach of this service agreement.
  2. The Service Provider reserves the right to immediately terminate the service in the following cases. The Service Provider shall not be liable for any damages that may occur to the Service User as a result of exercising this right to suspend the service:
    • The Service User’s legal entity ceases to exist.
    • The Service User uses forged documents to apply for the service.
    • The Service User uses the service unlawfully or in breach of this service agreement.
    • The Service User is overdue in payment of the service fee beyond the period specified in the invoice sent by the Service Provider, and the Service Provider has sent a written notice to the Service User to settle the debt, allowing a period of not less than 30 days, unless the Service User is disputing the accuracy of the invoice.
  3. In the event that the Service Provider unilaterally terminates the service, the Service User must export data from the system within the timeframe specified by the Service Provider, and after the Service Provider has stopped the service, the Service User will not be entitled to access the service system again until permitted by the Service Provider.
  4. All letters, notices, or notifications from the Service Provider sent to the Service User at the Service User’s location or email address shall be deemed properly received by the Service User. Any change of the Service User’s address shall take effect only after the Service User has notified the Service Provider in writing at least 7 days in advance.
  5. If the Service Provider finds that an instruction from the Service User may violate relevant laws or regulations, the Service Provider will suspend the execution of that instruction and promptly notify the Service User to allow the Service User to review or amend the said instruction.
  6. The Service Provider shall process personal data only according to the Service User’s instructions and will not use the data for marketing or advertising without explicit consent.
  7. Chat Logs data will be stored on the system for a period of 1 year
  8. Attachments data will be stored on the system for a period of 3 months
  9. Order Information for Shopee / Lazada systems will be stored on the system for a period of 3 months, according to Shopee / Lazada regulations