Scope of Application

This SLA applies to each member site of our services (Universe Club, PATOLO, Universe Lounge).
For each service, availability, support response, and compensation will be provided according to the same standards.

Service Availability

We guarantee that the monthly service downtime will not exceed 24 hours.
If the downtime exceeds this limit, we will provide a refund based on the following conditions.
Note: Service downtime refers to the period when the server of the member site is down, preventing access to the member site.

Refund Conditions:If you wish to cancel your membership due to service downtime, we will refund a prorated amount of the remaining membership period, calculated from the monthly usage fee or annual membership fee of each service.

Exceptions: The downtime eligible for refund excludes planned maintenance and downtime caused by force majeure events.

Support Response Time

Normal support hours are from 10:00 AM to 6:00 PM on weekdays (Monday to Friday).

For issues that occur outside of support hours, we will address them after 10:00 AM on the following business day.
In case of emergencies (e.g., complete service downtime), we will start responding within 24 hours.
For issues that occur on weekends or public holidays, we will address them on the next business day.

Refund for Setting Fees/Date Postponement
If an issue occurs outside of support hours (e.g., weekends, public holidays, or after 6:00 PM on weekdays) and prevents the initial meeting due to a malfunction of the member system, the representative will assist with rescheduling and provide a refund in points, including a postponement of the date.
However, we are unable to cover costs not directly managed by us (e.g., cancellation fees for restaurants or flights).

Resolution Time Targets

We aim to resolve issues according to the following priority levels:

High Priority (Service Down): Resolved within 48 hours
Medium Priority (Partial Functionality Issues): Resolved within 72 hours
Low Priority (Minor Issues): Resolved within 5 business days

Maintenance

If maintenance is required, we will notify you in advance through the official and member sites of each service.
During maintenance, services may temporarily become unavailable.