This addendum supplements the Master Terms of Service of Softnix. Service levels and performance figures shown in this addendum are reference targets only; binding service levels, licensing, and data terms are those specified in the customer's contract or order.
1. Product Overview
Servio is an AI Agent platform for customer support. It lets customers build multiple AI support teams (multi-agent) that answer end customers via channels such as Web Chat widgets and voice, using each team's knowledge base, with real-time monitoring and human takeover (AI ↔ Manual mode). Customers that deploy Servio to interact with their own end customers are responsible for providing notices required by applicable law (including privacy notices under the PDPA) and, where appropriate, for disclosing that responses may be generated by AI.
Third-party software: Open-source software and third-party AI models shipped with the product remain under their original licenses from their respective owners. The Softnix license and warranty for Servio cover only the management system developed by Softnix; for third-party software, Softnix installs and integrates it with the product. The customer must comply with those third-party licenses. See Section 3 of the Master Terms of Service.
2. Usage Terms
License
- Licensed per server or node, as specified in the contract
- Unlimited users and AI agents
- Use of external AI models is subject to the token limits specified in the license or contract
- Data access is role-based
Conversation & Knowledge Data
- Conversation data (chat/voice), transcripts, and knowledge base content are customer property
- Data retention follows the customer's configuration and the contract
- Data export arrangements, if required, are as specified in the contract
3. Servio-Specific SLA
| Metric | Target |
|---|---|
| Availability | Depends on customer infrastructure (on-premise deployment) |
| Response performance (chat/search) | Depends on customer hardware resources, selected LLM, knowledge base size, and system configuration |
| Data backup | Per the customer's backup policy and configuration |
| Softnix responsibility | Support and maintenance (MA) under the Softnix standard SLA, which applies to all products: CRITICAL 2h response / 4h resolution via a dedicated 24/7 channel for CRITICAL incidents, provided to customers under contract, HIGH 8h / 24h, MEDIUM 24h / next update cycle, LOW 48h / scheduled (HIGH–LOW during 8x5 business hours via phone 02-245-4942-43, email, and the ticket system), or as specified in the contract |
4. Contact
- Email: info@softnix.co.th
- Support: services@softnix.co.th