服務水平協議
最後更新日期：2026年8月24日
1. 概覽
本服務水平協議（「本 SLA」）訂明 SmartClinic AI HK Limited（「本公司」）就其 WhatsApp AI 智能助理服務（「本服務」）向訂閱診所作出的可用性承諾、技術支援回應準則及相關條件。本 SLA 構成《使用條款》的一部分。
2. 服務可用性
2.1 可用性目標
本公司承諾本服務在每個自然月內的可用性不低於 99.5%。可用性的計算方式如下：
2.2 計劃性維護
本公司可能不定期進行系統維護。計劃性維護將提前最少 24 小時透過電郵或 WhatsApp 通知受影響診所，並盡量安排於非診症時段（晚上 10 時至翌日上午 7 時）進行。計劃性維護期間的停機不計入可用性計算。
2.3 緊急維護
如因安全漏洞或系統穩定性問題必須即時介入，本公司有權在未能提前通知的情況下進行緊急維護。此等維護亦不計入可用性計算，但本公司會在事後盡快通知受影響診所。
3. 技術支援
| 項目 | 詳情 |
|---|---|
| 支援時間 | 星期一至六 上午 9 時至下午 6 時（香港時間），公眾假期除外 |
| 支援渠道 | WhatsApp 及電郵 |
| 緊急事故初次回應 | 支援時間內 2 小時 |
| 一般查詢回應 | 1 個工作天內 |
「緊急事故」指本服務完全無法運作，或 AI 助理未能接收或回覆病人訊息。「一般查詢」涵蓋功能使用問題、設定調整、帳單查詢等。
4. 事故分級及回應
| 級別 | 定義 | 目標回應時間 | 目標解決時間 |
|---|---|---|---|
| P1 嚴重 | 系統完全不可用，所有診所受影響 | 30 分鐘 | 4 小時 |
| P2 重大 | 核心功能受損（如無法建立預約），部分診所受影響 | 2 小時 | 8 小時 |
| P3 一般 | 非核心功能異常（如統計報表延遲） | 1 個工作天 | 3 個工作天 |
| P4 輕微 | 外觀問題或功能改善建議 | 2 個工作天 | 視情況安排 |
上述時間均指支援時間內的計算，非支援時段不計入。
5. 第三方服務
特別就 Meta / WhatsApp 帳戶狀態而言：
Meta 可能因其自動化安全機制或政策判斷，對診所的 WhatsApp Business 帳戶或 Facebook 帳戶採取限制措施（包括停權、降級或封鎖），此等情況超出本公司控制範圍。本公司不對因 Meta 帳戶操作導致的服務中斷承擔責任，但承諾在獲悉後即時協助診所與 Meta 溝通、提出申訴並跟進恢復。
為降低帳戶風險，本公司建議診所遵守 Meta 的商業使用政策，包括但不限於：避免發送垃圾訊息、確保範本內容符合規定、及時回應 Meta 的驗證要求。
6. 數據保護
本公司採取合理技術及管理措施保護診所及病人數據，包括傳輸加密（HTTPS/TLS）及存取控制。詳細的數據處理方式請參閱本公司的隱私政策。
7. 不可抗力
因天災、戰爭、政府行為、電力或互聯網基礎設施故障、或其他超出本公司合理控制範圍的事件導致的服務中斷，不構成違反本 SLA。
8. SLA 修訂
本公司保留隨時修訂本 SLA 的權利。修訂後的版本將於本頁面公佈，並於公佈日起 14 天後生效。持續使用本服務即視為接受修訂後的條款。
9. 聯絡方式
如對本 SLA 有任何查詢，歡迎透過以下方式聯絡本公司：
WhatsApp：+852 9678 2390
Service Level Agreement
Last updated: 24 August 2026
1. Overview
This Service Level Agreement ("SLA") sets out the availability commitments, technical support response guidelines and related terms provided by SmartClinic AI HK Limited ("the Company") for its WhatsApp AI Assistant service ("the Service") to subscribing clinics. This SLA forms part of the Terms of Service.
2. Service Availability
2.1 Availability Target
The Company commits to maintaining Service availability of no less than 99.5% per calendar month, calculated as follows:
2.2 Scheduled Maintenance
The Company may perform system maintenance from time to time. Affected clinics will be notified at least 24 hours in advance via email or WhatsApp. Maintenance will be scheduled during off-clinic hours (10:00 PM – 7:00 AM) wherever possible. Downtime during scheduled maintenance is excluded from availability calculations.
2.3 Emergency Maintenance
In cases where immediate intervention is required due to security vulnerabilities or system stability issues, the Company reserves the right to perform emergency maintenance without prior notice. Such maintenance is also excluded from availability calculations, and affected clinics will be notified as soon as practicable afterwards.
3. Technical Support
| Item | Details |
|---|---|
| Support Hours | Monday to Saturday, 9:00 AM – 6:00 PM (HKT), excluding public holidays |
| Support Channels | WhatsApp and Email |
| Critical Incident First Response | Within 2 hours during support hours |
| General Inquiry Response | Within 1 business day |
"Critical Incidents" refer to situations where the Service is completely unavailable, or the AI assistant is unable to receive or respond to patient messages. "General Inquiries" cover usage questions, configuration adjustments, billing queries, etc.
4. Incident Classification and Response
| Severity | Definition | Target Response | Target Resolution |
|---|---|---|---|
| P1 Critical | System completely unavailable, all clinics affected | 30 minutes | 4 hours |
| P2 Major | Core function impaired (e.g. unable to create appointments), some clinics affected | 2 hours | 8 hours |
| P3 Normal | Non-core function abnormality (e.g. delayed reporting) | 1 business day | 3 business days |
| P4 Minor | Cosmetic issues or feature suggestions | 2 business days | As scheduled |
All timeframes refer to support hours only; time outside support hours is not counted.
5. Third-Party Services
In particular, regarding Meta / WhatsApp account status:
Meta may, through its automated security mechanisms or policy enforcement, impose restrictions on a clinic's WhatsApp Business account or Facebook account (including suspension, downgrading or blocking). Such actions are beyond the Company's control. The Company does not accept liability for service interruptions caused by Meta account actions, but commits to providing immediate assistance upon being notified — including liaising with Meta, filing appeals and following up on account restoration.
To minimise account risk, the Company recommends that clinics adhere to Meta's business usage policies, including but not limited to: avoiding unsolicited messages, ensuring template content compliance, and promptly responding to Meta's verification requests.
6. Data Protection
The Company implements reasonable technical and administrative measures to protect clinic and patient data, including transport encryption (HTTPS/TLS) and access controls. For details on data handling practices, please refer to our Privacy Policy.
7. Force Majeure
Service interruptions caused by natural disasters, war, government actions, power or internet infrastructure failures, or other events beyond the Company's reasonable control do not constitute a breach of this SLA.
8. SLA Amendments
The Company reserves the right to amend this SLA at any time. Amended versions will be published on this page and take effect 14 days after publication. Continued use of the Service constitutes acceptance of the amended terms.
9. Contact
For any queries regarding this SLA, please contact us:
Email: info@smartclinicaihk.com
WhatsApp: +852 9678 2390