Service Level Agreement

Tiro Service Level Agreement (SLA)

This Service Level Agreement ("SLA") applies individually to each customer account using the Tiro service (the "Service"). This SLA forms part of the Tiro Terms of Service ("Terms of Service"), and matters not specified in this SLA shall be governed by the Terms of Service. In case of conflict, this SLA shall prevail.

This SLA defines the service levels provided by ThePlato Co., Ltd. ("Company") to customers, including service availability, support, and security. This SLA was originally written in Korean, and in case of any discrepancy with translations in other languages, the Korean original shall prevail.

This SLA may be revised at the Company's discretion, and revisions shall follow the procedures set forth in Article 3 of the Terms of Service. This SLA shall be effective from August 25, 2025.

1. Definitions

• Outage: A situation where 5% or more of members within a customer domain are unable to access or normally use one or more core service functions (real-time conversation recording, real-time translation, 12-language multilingual support, document generation, document sharing) continuously for 5 minutes or more. This includes cases where normal service use is impossible due to core function API response failures (e.g., HTTP 5xx errors), data processing failures, or function response delays (exceeding 10 seconds at p95) even when login to the website or app is possible.

• Downtime: The total duration of Outages during the relevant month (excluding time periods exempt from this SLA). Calculating one month as 30 days, the total paid service available time is 43,200 minutes (30 days × 24 hours × 60 minutes).

• Monthly Uptime Percentage: 100 × [1 - {(Downtime (minutes) - Excluded Time (minutes)) / Paid Service Available Time for the relevant month (minutes)}]. The Company strives to maintain a Monthly Uptime Percentage of at least 99.9%, which corresponds to a maximum Downtime of 43.2 minutes (0.1% of total time).

• Monthly Fee: The actual amount paid by the customer to the Company for the relevant month (based on discounted price when discounts are applied). Customers with unpaid fees are excluded from service credit eligibility.

• Service Credit: Credits issued to customers in case of SLA violations. For Free Trial/Light/Starter plans, credits are applied immediately to conversation recording usage (in minutes). For Business/Team/Enterprise plans, credits are applied as discounts to the billing amount in the next billing cycle. However, the Company may provide cash refunds instead of credit issuance at its discretion.

2. Service Levels

• Availability: The Company strives to maintain a Monthly Uptime Percentage of at least 99.9% for the Service during the relevant month. This corresponds to a maximum Downtime of 43.2 minutes in a month (based on 30 days) and includes core functions (real-time conversation recording, real-time translation, 12-language multilingual support, document generation, easy sharing after document generation).

• Performance Metrics:

  • Synchronous APIs (CRUD request-response, based on 1MB payload):
    • p95 response time: 5 seconds or less
    • Error rate: HTTP 5xx errors ≤ 0.5% (excluding client cancellations)
  • Transcription/Translation APIs:
    • First-token response time: 5 seconds or less at p95
  • Batch APIs, chat, and document generation first-token response times are not guaranteed under this SLA.
  • Accuracy of AI-based functions (transcription, translation, document generation, etc.) may vary depending on voice quality, environmental factors, etc., and no accuracy guarantees are provided.

• Support Response Times:

  • Standard Support (Free Trial/Light/Starter plans): Response within 24 hours for email/in-service chat inquiries
  • Enterprise Support (Business/Team plans): Initial response within 4 hours, resolution efforts within 24 hours
  • Support is provided in accordance with Article 13 of the Terms of Service and inquiries can be made through customer service (hello@theplato.io)

• Data Security and Privacy: The Company applies AES-256 encryption, user-specific key management, MFA (Multi-Factor Authentication), RBAC (Role-Based Access Control), IP whitelisting, and access log management (retained for at least 1 year through CloudTrail, QueryPie, etc.) to protect customer data. Personal information is processed according to a separate Privacy Policy, voice data is immediately destroyed after processing and is not used for AI training. Sensitive data (conversation records, etc.) is encrypted at AES-256 level. The Company complies with ISO 27001 standards and conducts vulnerability assessments, patch management, and anomaly detection.

3. Service Credits

In case of SLA violations (Monthly Uptime Percentage shortfall), credits are issued by plan as follows. Outages caused by third-party API issues (e.g., OpenAI, AssemblyAI, etc.) are also included in compensation.

• Free Trial/Light/Starter Plans (Time-limited plans):

  • Service Credits are provided as conversation recording usage time (in minutes), granted at 2.5 times the Downtime rounded up (minimum 100-minute increments). Example: For 40 minutes of Downtime, 100 minutes of additional usage time is provided.
  • The Company may provide cash refunds proportional to Downtime at its discretion (e.g., for 40 minutes of Downtime, refund consideration based on the ratio of Monthly Fee). Cash refunds may be limited according to Article 10 (Cancellation and Refund) of the Terms of Service.

• Business/Team/Enterprise Plans (Unlimited plans):

  • Since usage time is unlimited, compensation is provided as 10-50% discount on the next billing cycle based on the scale of the Outage (Monthly Uptime Percentage). In typical cases (99.0% to less than 99.9% availability), approximately 20% discount is provided, applied proportionally to Downtime.
  • The Company may provide cash refunds proportional to Downtime at its discretion (e.g., for 40 minutes of Downtime, refund consideration based on the ratio of Monthly Fee). Cash refunds may be limited according to Article 10 (Cancellation and Refund) of the Terms of Service.

Unless there is a separate agreement between the Company and the customer, the customer's sole remedy for Outages caused by the Company's fault is to receive Service Credits in accordance with this SLA.

4. Exclusions

This SLA does not apply in the following cases:

• Customer-side equipment failures, network issues, or compatibility problems with customer-installed software/apps
• Factors beyond the Company's reasonable control such as natural disasters, war, terrorism, national emergencies
• Customer's unauthorized actions, failure to implement security measures, or violations of Terms of Service (see Article 12)
• Interruption of specific functions excluding real-time conversation recording (e.g., beta features, free trial limitations, external service integrations)
• Outages due to customer input errors, exceeding usage limits, or non-compliance with guidelines
• Interruptions due to maintenance executed with prior notice by the Company (see Article 8 of Terms of Service)
• When service fees are overdue
• Other cases not caused by the Company's acts (including omissions)

5. Claim Procedure

To receive credits, customers must file claims through the Company's customer support center (email or in-service messenger) by the end of the month following the Outage occurrence. Claims must include written submission of Outage details, claim amount, and calculation basis (including Downtime). The Company will review claims and notify credit issuance decisions within 30 days.

6. Limitation of Liability

The Company shall not be liable beyond credit issuance, discount provision, or refunds at the Company's discretion in case of SLA violations. Liability for indirect damages (loss of profits, data loss, etc.) is excluded, and total liability is limited to the usage fees for the most recent 12 months.

7. Miscellaneous

• This SLA constitutes the customer's sole remedy.
• The Company may use de-identified data for service improvement, but personal information shall be handled according to the Privacy Policy (see Article 15).
• In case of disputes, the governing law and jurisdiction of Article 18 of the Terms of Service shall apply.

Effective Date: August 25, 2025