Nami Service Delivery and Access Policy

1. Introduction

This Service Delivery and Access Policy ("Policy") applies to Nami, a digital guest upselling platform designed to serve the hospitality industry. By using Nami's services, you ("Customer") agree to the terms outlined in this Policy, which supplements Nami's Terms and Conditions. This Policy defines the scope of service delivery, timelines, access protocols, customer responsibilities, and service support.

2. Account Access and Digital Service Delivery

2.1 Registration and Account Activation
Upon successful registration and acceptance of the Terms and Conditions, Customers will receive immediate digital access to the Nami platform. Access is granted upon completion of the sign-up process and verification of the email address provided during registration. The Customer is responsible for ensuring access credentials are kept secure and used solely by authorized personnel.

2.2 Platform Availability
Nami provides a cloud-based, accessible-on-demand platform available 24/7, subject to scheduled maintenance or unforeseeable downtime. Nami will make reasonable efforts to inform Customers of any planned maintenance that may disrupt access.

2.3 Service Territory
Nami is currently available only to customers operating in India. Any access attempts or use from outside the defined service territory may be restricted or denied.

3. Onboarding and Setup Process

3.1 Instant Digital Onboarding
Nami offers an AI-powered onboarding tool that enables Customers to scan their service menu (in PDF format) for digital setup. Nami will automatically process and display uploaded items within the Customer's account dashboard. Most setups are completed within two hours of onboarding.

3.2 Customer Onboarding Support
For additional assistance, Nami provides Customer Support services at no additional cost. Support for onboarding is available by contacting our support team through email or phone during business hours. Additional fees may apply for custom support requests outside standard setup parameters.

3.3 Vendor Additions
Nami allows Customers to select external vendors from an approved list to add more services, such as spa or rental services. Requests to add new vendors will undergo review. Approved vendors typically appear within the Customer’s platform within five (5) business days.

4. Service Support and Updates

4.1 Standard Support
Nami offers standard support, including platform tutorials, FAQs, and access to customer service representatives. Support inquiries can be submitted through the Nami dashboard or via the contact information provided on the website. We respond to inquiries within two (2) business days.

4.2 Training
Nami includes free training resources, such as videos and step-by-step guides, accessible through the platform. Additional training or dedicated customer success sessions may be arranged upon request.

4.3 Platform Updates and Maintenance
Nami continually enhances its platform, and updates are automatically applied to all Customer accounts. Notifications for significant updates will be communicated in advance through email or on-platform alerts. Routine updates are provided at no extra charge.

5. Service Uptime and Downtime

5.1 Uptime Guarantee
Nami strives for a 99.9% uptime for its platform. Unforeseen circumstances (e.g., internet outages or natural disasters) may impact availability. Nami is not liable for disruptions beyond its control.

5.2 Scheduled Downtime
Nami reserves the right to conduct scheduled maintenance, typically during low-traffic periods, to improve or upgrade platform functionality. Notification of scheduled downtime will be provided at least 48 hours in advance.

5.3 Unscheduled Downtime
In the event of unscheduled downtime, Nami will work diligently to restore service. We strive to resolve downtime incidents within four (4) hours or sooner, depending on the nature of the disruption.

6. Customer Responsibilities

6.1 Accurate Information
Customers are responsible for providing accurate business information and maintaining updated service menus in Nami. Any changes in business operations, vendor relationships, or available services must be reflected on the platform to ensure accuracy.

6.2 Compliance with Terms
The Customer agrees to comply with Nami’s Terms of Service and Privacy Policy at all times. Unauthorized use or sharing of access credentials may result in account suspension or termination.

6.3 Security
Customers must take reasonable steps to protect account access information. Nami is not liable for unauthorized access due to customer negligence.

7. Fees and Payment

7.1 Commission-Based Charges
Nami operates on a commission-based pricing model, wherein fees are incurred only for successful upsells through the platform. Fees and payment terms are outlined in the Terms of Service and applicable agreement.

8. Liability and Indemnification

8.1 Liability Limitation
To the extent permitted by law, Nami is not liable for any indirect, incidental, or consequential damages arising from service use or access interruptions.

8.2 Indemnification
Customers agree to indemnify and hold harmless Nami from any claims, liabilities, damages, or expenses arising from misuse or non-compliance with the terms outlined in this Policy.

9. Policy Amendments

Nami reserves the right to amend this Policy at its discretion. Changes will be communicated to Customers via email or platform notification at least 30 days before they take effect. Continued use of the service after the amendment constitutes acceptance of the revised Policy.