This addendum supplements the Master Terms of Service of Softnix.
1. Product Overview
Servio is an AI Agent for Customer Support for managing Ticket, Incident, Problem, Change, and Asset Management.
2. Usage Terms
License
- Limited by number of Agent Licenses specified in the contract
- End-users (requesters) are unlimited
- Data access is role-based
Ticket & Service Data
- Ticket and Service Request data is customer property
- Data is retained for the contract duration
- Data export available in standard formats (CSV, JSON)
3. Servio-Specific SLA
| Metric | Target |
|---|---|
| Uptime | 99.9% |
| Ticket Creation Response | < 3 seconds |
| Search Response Time | < 5 seconds |
| Data Backup | Daily |
4. Contact
- Email: info@softnix.co.th
- Support: services@softnix.co.th