Service Availability

1. Availability Target

Hevichay targets 99.5% monthly uptime for the core Listenscene platform, excluding scheduled maintenance and events listed in Section 4. This is a target, not a guaranteed service level, unless a separate enterprise SLA is signed in writing.

2. Our Commitments

Hevichay will use commercially reasonable efforts to:

• Monitor platform health and respond to critical incidents promptly
• Provide advance notice of planned maintenance when practicable
• Maintain security controls including encryption, access management, and abuse prevention
• Communicate major incidents affecting multiple customers through email or status updates

3. Planned Maintenance

We may perform maintenance to improve security, reliability, or features. Planned maintenance is typically scheduled during low-traffic windows and announced at least 48 hours in advance when possible. Brief interruptions may occur without notice for emergency security patches.

4. Exclusions

Availability targets do not apply to downtime caused by:

• Scheduled or emergency maintenance announced or reasonably required
• Third-party infrastructure, AI, or telecommunications provider outages
• Misconfiguration or unavailability of your website or embedding environment
• Abuse, traffic spikes beyond plan limits, or account suspension for Terms violations
• Force majeure events including natural disasters, war, or government action

5. Support

Standard support is available by email during business days. Response times depend on issue severity and your subscription plan. Critical production outages affecting the widget on your live website receive priority handling.

6. Incident Communication

When a significant platform incident affects your organization, we will provide updates by email or through your account dashboard. For personal data breaches, notification will also follow our Privacy Policy and DPA obligations.

7. Contact

Service availability or outage questions should be sent to sales@hevichay.com.

8. Governing Law and Jurisdiction

These Terms are governed by the laws of Madagascar. Any dispute shall be submitted to the competent courts of Madagascar, subject to mandatory provisions of applicable law.