lihi Service Level Agreement

Provider: lihi Short URL Co., Ltd. (the “Provider“) Applies to: Registered users holding a paid account — Basic, Business, or Enterprise — on https://lihi.io/ (the “Client“) Last updated: July 21, 2026

1. Legal Contract and Effective Date

This Service Level Agreement (the “Agreement“) is a contract between the Client and the Provider. The Provider and the Client are each a “Party” and together the “Parties.” The Provider will provide the Service(s) to the Client subject to the terms of this Agreement.

This Agreement must be read together with the Terms of Use and the Privacy Policy. It becomes effective on the date the Client signs up for a paid account on the Website, and by signing up the Client consents to this Agreement.

2. Nature of This Document; No Guarantee

This Agreement describes the service levels that the Provider aims to achieve on a commercially reasonable, best-efforts basis. The availability figures, maintenance windows, response times, and other service levels stated below are good-faith operational targets and goals only.

They do not constitute independent, legally binding service-level guarantees, warranties, or commitments, and they do not create any right to service credits, refunds, or compensation, except where the Provider elects to offer a goodwill remedy at its sole discretion.

Nothing in this Agreement shall be construed as a guarantee that the Service(s) will be uninterrupted, error-free, or fully secure. In the event of any conflict or inconsistency between this Agreement and the Terms of Use, the Terms of Use shall prevail.

3. Scope of This Agreement

This Agreement applies only to Clients whose monthly traffic (hits, requests, or other relevant usage metrics) remains below ten million (10,000,000). Clients exceeding this threshold may be required to enter into a separate or customized agreement with the Provider, subject to mutual negotiation and consent.

4. Services

The Service(s) consist of the following:

Link shortener service;
Domain registration and DNS service;
Additional marketing tools that the Provider may make available from time to time.

5. Service Fees

5.1 Packages and Prices

The Service(s) are offered in three packages, with the following monthly fees:

Package	Monthly Fee (USD)	Monthly Fee (TWD, fixed rate)
Basic	USD 9.97	NT$319
Business	USD 29.97	NT$959
Enterprise	USD 99.97	NT$3,199

A yearly payment option is also available.

5.2 Fixed Exchange Rate

Where conversion between USD and TWD is required for pricing, billing, or reference purposes, a fixed exchange rate of 1 USD = 32 TWD applies. TWD amounts are rounded to the nearest whole New Taiwan Dollar.

5.3 Taxes and Third-Party Charges

The fees above are exclusive of any applicable taxes and of any third-party payment-processing, foreign-transaction, or currency-conversion charges imposed by the Client’s card issuer or the payment platform. Such taxes and charges (if any) apply as described in the Terms of Use.

5.4 Payment and Adjustments

Service Fees are payable by credit card only (Visa and Mastercard).
A payment invoice will be issued for each renewal, and the Service Fee is due no later than five (5) days prior to renewal of the applicable plan or package.
The Provider may increase or decrease the Service Fees from time to time in line with the requirements of the Service(s). Any price change will be notified in advance by website announcement, email, or other appropriate means and will take effect from the next billing cycle.
Overdue amounts may incur interest at the statutory rate permitted by applicable law and/or suspension or limitation of the Service(s) until outstanding amounts are settled.

6. Conditions of Service Availability

To enable the Provider to deliver the Service(s) efficiently, the Client shall maintain a functioning internet connection and correct DNS settings.

7. Target Service Availability

The Provider aims to make link-redirecting Service(s) available on a 24/7 basis, with a target uptime of 99% per year.

Where actual uptime falls below this target, the Client is not automatically entitled to any credit or compensation; however, the Provider may, at its sole discretion and as a goodwill gesture, offer a remedy such as an extension of paid service time. Any such remedy is discretionary and does not create an entitlement or precedent.

The following are excluded when assessing the availability target:

Interruption due to scheduled maintenance, alteration, or implementation;
Failure of Client links, internet connectivity, end-user software, access circuits, local loop, or any network not owned or managed by the Provider;
DNS issues outside the scope and control of the Provider;
Negligence or other conduct of the Client or its authorized persons, including any failure or malfunction resulting from applications or services provided by the Client or its authorized persons;
A shutdown due to circumstances reasonably believed by the Provider to be a significant threat to the normal operation of the Service(s), the Provider’s facilities, or the access to or integrity of Client data (e.g., hacker or virus attack);
Failure or malfunction of any equipment or service not provided by the Provider;
Any interruption, delay, or failure caused by the Client or its employees, agents, or subcontractors, such as inaccurate configuration, non-compliant use of installed software, Client-initiated over-utilization, or attacks on the machine (e.g., hacking or exploits);
Any Force Majeure event (as defined in Section 27).

8. Target Maintenance

Maintenance is carried out as standard maintenance and emergency maintenance.
Maintenance is targeted not to exceed two (2) hours per month.
Notice of maintenance is provided by email or by a Facebook post.
Maintenance is generally scheduled between 02:00 and 04:00 (Taiwan Time, UTC+8).

9. Target Support Response

As an operational goal (and not as a binding commitment), the Provider aims to respond to support-related incidents and requests submitted by the Client within the following target time frames:

Priority	Target Initial Response	Target Planning	Target Resolution
High	30 minutes	30 minutes	60 minutes
Medium	4 hours	4 hours	48 hours
Low	8 hours	8 hours	72 hours

Priority definitions:

High — redirect down or system backend down;
Medium — functions within the backend not working properly;
Low — bugs that do not affect core software ability.

10. Support Hours

Support hours are 09:00 to 18:00 (Taiwan Time, UTC+8) on working days. Requests received outside support hours will be handled during the next working day’s support hours.

11. Service Continuity

A backup system is maintained on separate server projects and may be brought into use if the primary server fails.

12. Service Scalability

The Service(s) scale automatically on Google Cloud Platform (GCP) according to customer needs and traffic volume.

13. Service Security

The Provider takes reasonable measures to secure the Service(s), including SSL, secured payment processing, and regular security patches. An external security firm is engaged periodically to review and help optimize the Service(s). No security measure can be guaranteed to be completely effective.

14. Confidentiality

The Parties shall keep confidential all matters relating to any exchange of information regarding the Service(s), any transaction details, and all information gathered, obtained, or exchanged (including this Agreement), and shall not disclose such information to any third party not entitled to receive it.

15. Autonomy

Except as otherwise provided in this Agreement, the Provider shall have full control over the working time, methods, and decision-making relating to the performance of the Service(s). The Provider works autonomously and not at the direction of the Client.

16. No Exclusivity

The Client acknowledges that this Agreement is non-exclusive and that the Provider is free, during and after the term, to engage and contract with third parties in relation to services similar to the Service(s).

17. Relationship

Nothing in this Agreement creates any relationship of employer and employee, principal and agent, partnership, joint venture, or any other fiduciary relationship between the Parties.

18. Further Assurances

In connection with this Agreement and the transactions contemplated by it, the Parties agree to execute and deliver such additional documents and perform such additional actions as may be necessary, appropriate, or reasonably requested by either Party to carry out or evidence those transactions.

19. Limitation of Liability

To the maximum extent permitted by law, and notwithstanding anything to the contrary in this Agreement, the Provider’s total liability to the Client for any damages arising from or related to the Service(s) (for any cause and regardless of the form of action) shall be limited to the amount actually paid by the Client for the relevant Service(s).

To the maximum extent permitted by applicable law, in no event shall the Provider (including its parents, subsidiaries, affiliates, officers, employees, agents, partners, and licensors, if any) be liable to the Client or any third party for any special, exemplary, incidental, punitive, indirect, or consequential damages of any kind (including, but not limited to, loss of profits, loss of data or other information, business interruption, personal injury, or loss of privacy) arising out of or in any way related to the use of, or inability to use, the Service(s).

Certain jurisdictions do not allow the exclusion or limitation of certain liability, including for consequential or incidental damages. If the laws of such a jurisdiction apply to the Client, some or all of the above exclusions or limitations may not apply, and the Client may have additional rights. Where such exclusions or limitations are permitted, they shall apply to the fullest extent permitted by law.

20. Indemnity

The Client shall defend, indemnify, and hold the Provider (including its parents, subsidiaries, affiliates, officers, employees, agents, partners, and licensors, if any) harmless from and against any costs, losses, damages, liabilities, expenses, claims, demands, and judgments (including court costs and attorney fees) arising out of or resulting from:

the access to or use of the Service(s) by the Client;
the purchase or use of the Service(s) by the Client;
any act, omission, breach, falsity, or violation by the Client;
any inaccuracy in any representation, warranty, obligation, or covenant made by the Client;
any violation of a third party’s rights for which the Client would be liable at law or in equity.

The Provider reserves the right, at the Client’s expense, to assume the exclusive defense and control of any matter for which the Client is required to indemnify the Provider, and the Client agrees to cooperate with such defense. The Client agrees not to settle any such matter without the Provider’s prior written consent. The Provider will use reasonable efforts to notify the Client of any such claim, action, or proceeding upon becoming aware of it.

21. Duration

This Agreement remains in force for as long as the Client’s paid account is active on the Website, or until the paid account is suspended or deleted.

22. Termination

This Agreement terminates when:

the Client’s paid account ceases to be active on the Website; or
the Client’s paid account is suspended or deleted from the Website.

The Provider reserves the right to suspend or terminate the paid account in accordance with the Terms of Use.

23. Waiver

No waiver by the Provider of any default by the Client shall be deemed a waiver of any prior or subsequent default. A waiver is valid only if provided in writing.

24. Amendments

The Provider may amend this Agreement from time to time. When the amended Agreement is published on the Website, it replaces the prior version and applies to the Client from the date of publication. The Agreement may be amended in part or in whole; if amended in part, the amended provisions together with the remaining provisions constitute the amended Agreement. Continued use of the Service(s) after an amendment constitutes acceptance of the amended Agreement.

25. Notices

All notices and communications regarding this Agreement shall be made in writing and delivered by email. The Provider’s notice email is service@lihi.io. Clients may also reach the Provider through the official support channel at https://lihistatus.com/contact.

26. Severability

If any provision of this Agreement is found by a court or other competent authority to be unlawful or unenforceable, that provision shall be modified to reflect the Parties’ intention or, if that is not possible, deleted, and the remaining provisions shall continue in effect. If an unlawful or unenforceable provision would be lawful or enforceable with part of it deleted, that part shall be deemed deleted and the remainder shall continue in effect (unless doing so would contradict the clear intention of the Parties, in which case the entire provision shall be deemed deleted).

27. Survival

All terms of this Agreement that by their nature require continued performance, compliance, or effect beyond termination — including, without limitation, Limitation of Liability and Indemnity — shall survive termination and remain enforceable.

28. Force Majeure

Neither Party shall be liable for any loss or delay resulting from any force majeure event, including acts of God, fire, natural disaster, labor stoppage, war or military hostilities, pandemic, lockdown, or governmental order. Any deadline relating to delivery of the Service(s) shall be extended to the extent of the delay caused by the force majeure event.

29. Headings

Numbering and headings are for convenience and reference only and do not affect the scope, meaning, intent, or interpretation of the provisions of this Agreement.

30. Dispute Resolution

Please read this section carefully; it forms part of this Agreement. SOME JURISDICTIONS (WHICH MAY INCLUDE TAIWAN) DO NOT ALLOW MANDATORY ARBITRATION, PROHIBITIONS ON CLASS ACTIONS, OR A GOVERNING LAW OR FORUM OTHER THAN WHERE THE CONSUMER IS LOCATED. IF THE CLIENT IS LOCATED IN SUCH A JURISDICTION, THE FOLLOWING MAY NOT APPLY AND THE CLIENT MAY HAVE ADDITIONAL RIGHTS.

30.1 Application to Consumers

If the Client is a consumer under Taiwan’s Consumer Protection Act (a natural person who enters into this Agreement for purposes outside their business, trade, or profession), then, notwithstanding anything to the contrary in this Section 30, the mandatory mediation and binding arbitration process (Sections 30.3 and 30.4), the individual-basis-only requirement (Section 30.7), and the class and collective action waiver (Section 30.8) do not apply to that Client.

Such a consumer Client retains all rights granted by applicable law, including the right to bring or defend claims before the courts of Taiwan (including the court of the consumer’s domicile) and to participate in consumer group litigation. For such a consumer Client, any Dispute(s) not resolved through good-faith negotiation may be brought before the courts of Taiwan, with the Taiwan Taipei District Court as the court of first instance, without prejudice to any mandatory jurisdiction to which the consumer is entitled by law.

30.2 Negotiation

If any dispute, claim, or disagreement of any nature (“Dispute(s)“) arises between the Parties out of or in connection with this Agreement, the Parties shall use their best efforts to resolve it through good-faith negotiation before resorting to mediation and arbitration. Negotiation may be conducted in person or by video conference (e.g., Zoom or Google Meet). If the Parties do not reach a solution within sixty (60) days, they shall proceed to mediation.

30.3 Mediation

Any unresolved Dispute(s) shall be referred to mediation at the CAA (Chinese Arbitration Association, Taipei) Mediation Center in accordance with its mediation rules. The mediator shall be appointed by mutual agreement or, failing agreement within five (5) days of the notice to mediate, by the CAA Mediation Center. Mediation shall take place in Taipei, Taiwan, and the mediator’s costs shall be shared equally. If the Dispute(s) are not resolved within thirty (30) days of the notice to mediate, any Party may terminate mediation and proceed to arbitration.

30.4 Binding Arbitration

Any Dispute(s) not resolved through mediation shall be finally resolved by binding arbitration referred to the Chinese Arbitration Association (CAA), Taipei, in accordance with its arbitration rules in force when the notice of arbitration is submitted. The seat of arbitration shall be Taipei, Taiwan, and the arbitration shall be conducted by a single arbitrator.

30.5 Opt-Out of Arbitration

The Client may decline the agreement to arbitrate by emailing the Provider at service@lihi.io within thirty (30) days of first registering the paid account or agreeing to this Agreement. The email subject should be “Arbitration Opt-Out” and should identify the Client or the Client’s paid account and clearly state that the Client wishes to opt out. If the Client validly opts out, neither Party may require the other to arbitrate, and any Dispute(s) shall instead be subject to the courts of Taiwan having jurisdiction, after negotiation and subject to the Exceptions below.

30.6 Exceptions

The following claims are not subject to the stepwise Negotiation, Mediation, and Binding Arbitration process:

any claim to enforce, protect, or determine the validity of the Provider’s intellectual property rights;
any claim relating to alleged theft, piracy, invasion of privacy, or unauthorized use;
enforcement actions pursued through a governmental agency, where permitted by applicable law;
the Provider’s right to seek injunctive relief to preserve the status quo pending or during arbitration;
any claim for equitable relief.

Such claims shall be subject to the exclusive jurisdiction of the courts of Taiwan having jurisdiction.

30.7 Individual Basis Only

Arbitration shall be conducted on an individual basis only. The arbitrator may not consolidate Disputes of other individuals or entities unless the Provider expressly consents. To the maximum extent permitted by applicable law, no Dispute may be arbitrated or resolved on a class or representative basis.

30.8 Class and Collective Action Waiver

To the fullest extent permitted by applicable law, neither Party may participate as a class representative, private attorney general, or member of any class of claimants for any Dispute subject to arbitration or for any non-arbitrable claim pursued in court. If this waiver is found unenforceable for any reason, the Parties’ agreement to arbitrate shall then be void.

31. Governing Law

This Agreement shall be governed, construed, and interpreted in accordance with the laws of Taiwan (the Republic of China).

32. Entire Agreement and Order of Precedence

This Agreement, together with the Terms of Use and the Privacy Policy, constitutes the entire agreement for its subject matter and supersedes all prior negotiations, representations, agreements, and understandings, whether written or oral. In the event of any conflict between this Agreement and the Terms of Use, the Terms of Use shall prevail.