HSO Marine (collectively, “HSO,” “HSO Marine,” “we,” or “the Provider”), through its entities Huron Smith Oil CO INC, HSO Petroleum Services LLC, and HSO Global LLC, makes the following comprehensive commitments to quality, security, and service excellence to all its customers:
1. SERVICE AVAILABILITY AND RELIABILITY
- We will maintain Platform availability of at least 99.5% monthly, excluding scheduled maintenance windows notified 48 hours in advance.
- Our cloud infrastructure features geographic redundancy and load balancing to minimize disruptions.
2. AGILE AND SPECIALIZED SUPPORT
- We provide technical support through multiple channels (email, portal, phone) during the extended business hours defined in the SLA.
- Incidents are classified by criticality level, with guaranteed initial response times of: 1 hour for critical, 4 hours for high, and 8 hours for medium.
3. INFORMATION SECURITY
- We maintain an Information Security Management System (ISMS) aligned with ISO/IEC 27001:2022, subject to annual external audits.
- We conduct periodic penetration tests and automatic vulnerability scans, applying critical patches within 48 hours.
4. DATA PROTECTION AND PRIVACY
- We treat Customer data with strict confidentiality, complying with Mississippi and Florida laws, the GDPR, and other applicable regulations.
- We never sell or share data for commercial purposes unrelated to the contracted service.
5. INDUSTRY REGULATORY COMPLIANCE
- The Platform is kept up to date with evolving API standards, IMO regulations (SOLAS, MARPOL, ISPS), and requirements of major sanctions regimes (OFAC, EU, UN).
- We publish compliance guides and organize quarterly webinars to help our customers adapt to regulatory changes.
6. TRANSPARENCY AND COMMUNICATION
- We will proactively notify of any security incident that may affect Operational Data within a maximum of 48 hours.
- We maintain a public status portal showing real-time availability and incident history.
7. CONTINUOUS IMPROVEMENT AND INNOVATION
- We incorporate customer suggestions through a Product Committee that prioritizes features based on operational impact.
- We invest at least 15% of our development resources in improving accessibility, performance, and user experience.
8. POST-SALES CUSTOMER CARE
- We conduct quarterly account reviews with enterprise customers to analyze Platform utilization and plan future needs.
- We offer initial and ongoing training at no additional cost during the contract term.
These commitments form the basis of our contractual relationship and will be evaluated annually through satisfaction surveys and independent audits.