HappyOrNot aims to provide a First Contact Resolution rate of seventy-five (75%).
![sony hd e1 sony hd e1](https://i.ytimg.com/vi/sXpo2cPxnEQ/maxresdefault.jpg)
All the appliances (devices), except the Smiley Digital, will continue to collect and store feedbacks and will communicate with the Service at the next scheduled available time. HappyOrNot will make the best business efforts to avoid down time of Service and schedule maintenance for timeslots causing the least disruption for the Subscriber. HappyOrNot will inform the Subscriber about any maintenance tasks that may have a significant impact on the availability of the Service no later than two (2) days before performing the maintenance tasks. HappyOrNot shall schedule maintenance tasks at their own discretion “on an as needed basis” and as deemed necessary by HappyOrNot.The following serves to provide the examples, and is not a representation of a complete list of tasks that can affect the availability of the Service:
![sony hd e1 sony hd e1](https://pbs.twimg.com/media/EpFDnw4W8AEnH9h.jpg)
In order to provide a high-quality service, HappyOrNot must schedule maintenance timeslots, and the Service may be affected by such maintenance operations. HappyOrNot relies on a leading third-party cloud provider to offer the high availability rate and is directly contingent and limited by the third-party’s SLA. HappyOrNot provides not less than ninety-nine (99%) of availability rates of the Service.
![sony hd e1 sony hd e1](https://i.pinimg.com/originals/8d/55/6d/8d556dbbfe1c1ad852de4ffd3948126d.jpg)
Local public banking holidays are excluded if not otherwise informed. Support hours on Weekdays at Florida, USA support office are from 9.00 – 17.00 EST/EDT.Support hours on Weekdays at Tampere, Finland support office are from 9.00 – 17.00 EET/EEST.Business days shall be determined by the calendar of the country where the HappyOrNot’s support office is based. In the following, the timeslots shall apply on business days ( “Support Hours”).
![sony hd e1 sony hd e1](https://g-search1.alicdn.com/img/bao/uploaded/i4/i2/1647176265/TB1kr9AreuSBuNjSsziXXbq8pXa_!!0-item_pic.jpg)
HappyOrNot will use commercially reasonable efforts to make the Service available twenty-four (24) hours a day, seven (7) days a week, except for: (i) planned downtime (of which HappyOrNot shall give advance electronic notice as provided in the Documentation), and (ii) any unavailability caused by circumstances beyond HappyOrNot’s reasonable control, including but not limited to an act of God, act of government, flood, fire, earthquake, civil unrest, act of terror, strike or other labor problem (other than one involving HappyOrNot’s employees), Internet Service Provider’s failure or delay, or denial of service attack. In case of any conflicts between the provisions of this SLA and any other prior agreements between the Parties (unless explicitly agreed to in writing between the Parties or where the HappyOrNot’s MSA or any other Agreement entered into between the Parties expressly states otherwise), the terms and conditions of HappyOrNot’s MSA shall prevail. After such notice period, all amendments shall be deemed accepted by Subscriber. HappyOrNot will provide a ten (10) days prior notice via any of the communication means available to HappyOrNot, if HappyOrNot believes that any substantial changes of SLA are involved. The amended version will be effective as of the date it is published.
SONY HD E1 UPDATE
HappyOrNot has the right to update and/or amend this SLA from time to time by posting the amended version on its website, provided that the level or overall quality of the Service shall not be less than agreed upon execution of Master Subscription Agreement (the “MSA”) or any other Agreement entered between the Parties, which references or incorporates this SLA expressly or impliedly.
SONY HD E1 SOFTWARE
This HappyOrNot Service Level Agreement (the “SLA”) is an integral part of Master Subscription Agreement (the “MSA”) or any other Agreement (which references this SLA expressly or impliedly), entered between Subscriber (hereinafter “Subscriber”, “Customer”, “Client” or “User”) and HappyOrNot (hereinafter “HappyOrNot”, “Service Provider”, “Supplier”, “Vendor” or “Company”), hereinafter separately as a “Party” and collectively as “ Parties”. The purpose of this SLA is to specify services and commitments with respect to Software technical support and/or Hardware replacement, in particular – (i) Online reporting, (ii) E-mail reporting, (iii) Reporting API, (iv) Smiley Touch TM and Smiley Terminal TM, and (v) Smiley Digital TM.