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Yumi Service Levels (SLA)

This agreement forms part of the Terms of Service between digitalCode Sagl and the Customer. It defines Yumi’s availability and the credit the Customer receives if it is not met.

1. Scope

  1. The SLA applies to Organizations with a paid and active Yumi subscription.
  2. It covers the production Service: dashboard, chat, widget and API available at yumi.digitalcode.ch and chat.yumi.digitalcode.ch.
  3. It does not cover: Credit top-ups, trial or beta accounts, features marked as experimental, dedicated environments agreed under a separate contract, and third-party services.

2. Availability

  1. digitalCode uses commercially reasonable efforts to ensure monthly availability of 99.5%, measured per calendar month.
  2. The Service is available when it accepts sign-ins to the dashboard and responds to chat requests. It is unavailable when, for reasons attributable to digitalCode, none of these functions responds for customers as a whole.
  3. Availability is measured by digitalCode’s monitoring systems. In a 30-day month, 99.5% corresponds to 216 minutes (3.6 hours) of permitted unavailability.
  4. The following do not constitute unavailability:
    • a slow, incomplete or inaccurate answer from the assistant;
    • processing being stopped because Credits are exhausted, because of plan limits or because the account is suspended under the Terms of Service;
    • a problem affecting only certain Sources, certain documents or the processing of new content.

3. Exclusions

Unavailability caused by the following is not counted:

  1. maintenance under section 4;
  2. the Customer’s configurations, websites or integrations, for example a widget blocked by the security rules (CSP) of the website hosting it;
  3. cyberattacks, including denial-of-service attacks, malware and unauthorized access, and failures of hardware, software or services that cannot be resolved with economically reasonable efforts;
  4. failures of networks or services beyond digitalCode’s control: internet connections and telecommunications providers, artificial intelligence model providers, payments and email;
  5. use contrary to the Terms of Service;
  6. force majeure.

4. Maintenance

  1. digitalCode performs maintenance to keep the Service secure and up to date.
  2. Scheduled maintenance is announced at least 24 hours in advance, by email or in the dashboard.
  3. Urgent interventions, for example critical security updates, may be carried out without notice if the interruption does not exceed 15 minutes.
  4. Interruptions during maintenance are not counted towards availability.

5. Service credits

  1. If availability in a month falls below 99.5%, the Customer receives a service credit.
  2. The credit is calculated on the plan’s monthly fee, in proportion to the minutes of unavailability beyond the permitted threshold. Example: 30-day month (43,200 minutes), monthly fee of CHF 49, 300 minutes of unavailability. Minutes beyond the threshold: 300 − 216 = 84. Credit: 49 × 84 / 43,200 ≈ CHF 0.10.
  3. The credit for a month may not exceed 100% of that month’s fee.
  4. The credit is deducted from subsequent invoices. It cannot be converted into cash and lapses when the contract ends.
  5. The service credit is the sole remedy for failure to meet the availability level. Other claims remain governed by the liability clause of the Terms of Service.

6. How to request the credit

  1. The Customer sends the request through support in the dashboard or to info@digitalcode.ch, stating the Organization and, if known, the times and duration of the unavailability. No particular form is required.
  2. The request must be sent within 14 calendar days of the end of the month concerned.
  3. Only periods of unavailability verified by digitalCode are counted.

7. Support

  1. Support is available from the dashboard and at info@digitalcode.ch, on Swiss working days.
  2. Requests are handled in order of urgency. Where urgency is equal, plans that include priority support take precedence.
  3. The SLA does not provide for guaranteed response times.

8. Changes

  1. digitalCode may change the SLA for objective reasons, with at least four weeks’ notice published on this page and communicated by email.
  2. If the Customer does not accept the change, it may object within two weeks of the announcement and cancel the subscription with effect from the date of the change. If no objection is made within that period, the change is deemed accepted.

Version 2026-10-27 · effective from 27 October 2026

If the language versions differ, the Italian text prevails.