Service Level & Support Addendum

This SLA is effective only when an Order Form expressly selects an SLA tier. It applies to the production dashboard and production API endpoints specified in that Order Form, and not to beta, demo, free or third-party customer-controlled environments.

Monthly Availability Target: [99.X%]. Monthly Availability = (Total Minutes − Unavailable Minutes) / Total Minutes × 100, excluding documented permitted exclusions. “Unavailable” means the contracted production endpoints cannot be accessed or accept generation requests due to causes within Provider’s reasonable control; individual model inference failures or moderation blocks are treated under job-failure rules, not automatically as total service outages.

Exclude agreed scheduled maintenance notified [48] hours ahead; Customer’s devices, network and configurations; third-party services outside Provider’s responsibility only to the extent expressly and fairly allocated; Customer breaches, force majeure and verified abuse mitigation. Repeated upstream dependency outages should be addressed in continuity planning even when excluded.

Support channels: [email protected]. Severity 1: complete production service outage or confirmed major security incident; first response [X HOURS]. Severity 2: major degradation; response [X HOURS]. Severity 3: limited issue; response [X BUSINESS DAYS]. Response times are acknowledgment targets, not guaranteed resolution times unless expressly agreed.

If monthly availability is below the agreed threshold, Customer may receive [SERVICE CREDIT FORMULA]. Claims submitted within [30] days after the affected month with reasonable evidence. Service credits apply to future invoices, are not cash and do not curtail mandatory remedies for intentional misconduct or liabilities that cannot be limited by law. Whether credits are sole contractual remedy for ordinary availability shortfalls: [NEGOTIATE].

Provider will communicate material incidents through [STATUS PAGE/EMAIL] and provide proportionate updates. Provider shall separately define generation-job failure and credit reversal thresholds within the Order Form, including timeout, provider errors and safety refusals.