SLA

Effective Date: 01/06/2025

This Service Level Agreement (« SLA ») is a policy governing the use of the VideoGenAI platform (« Service ») and applies separately to each account. In the event of a conflict between the terms of this SLA and the VideoGenAI Terms of Service (ToS), the terms of this SLA shall control, but only to the extent of such conflict.

1. Definitions

Term	Definition
VideoGenAI	The AI-powered video generation and processing software-as-a-service platform.
Downtime	The period when the core video generation service, core API, or user dashboard is unavailable to Customers, excluding Scheduled Maintenance.
Monthly Uptime Percentage	Calculated as Total Minutes in a month minus Downtime, divided by Total Minutes in a month. ([Total Minutes – Downtime] / [Total Minutes] x 100).
Scheduled Maintenance	Planned downtime for platform upgrades, maintenance, or security updates, for which notice is provided at least 48 hours in advance.
Service Credit	The percentage of the monthly subscription fee credited to an eligible Customer’s account.

2. Service Commitment

2.1. Uptime Guarantee (Service Availability)

VideoGenAI commits to using commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least $\text{99.9\%}$ for all paid tiers.

Monthly Uptime Percentage	Service Credit Percentage
≥99.9%	$\text{5\%}$ of the monthly subscription fee
≥ 95.0%-99.0%	$\text{10\%}$ of the monthly subscription fee
$\text{< 95.0\%}$	$\text{25\%}$ of the monthly subscription fee

2.2. AI Video Generation Performance (Processing Latency)

VideoGenAI strives for fast and reliable content generation. The following targets are based on average performance for a Standard Definition (SD) 30-second video clip.

Priority	Target Processing Time
Standard (Default)	$\ge 95\% \text{ Completion Rate within } 15 \text{ min}$
Priority (Premium Tier)	$\text{Target: Video Processing Time } \le 5 \text{ minutes for } 95\% \text{ of Submissions}$

Note: Performance may vary based on video length, complexity (e.g., specific AI models used), resolution, queue size, and current system load. Latency issues in this section do not qualify for Service Credits unless they directly result from an outage qualifying as Downtime under Section 2.1.

3. Support Response Time Commitment

VideoGenAI offers support based on defined severity levels, with targeted initial response times.

Severity Level	Definition	Target Initial Response Time
Level 1 (Critical)	Service is completely unavailable or core video generation is non-functional.	$\text{1 Hour}$ ( $\text{24/7}$ )
Level 2 (High)	Major features are degraded; significant performance degradation for all users.	$\text{4 Hours}$ (Business Hours)
Level 3 (Medium)	Non-critical feature errors, minor bugs, or general questions.	$\text{24 Hours}$ (Business Hours)
Level 4 (Low)	Feature requests, general inquiries, documentation questions.	$\text{48 Hours}$ (Business Days)

Business Hours: Monday through Friday, 9:00 AM to 5:00 PM Pacific Time (PT), excluding US Federal Holidays.

4. Service Credit Claim Process

Eligibility: To be eligible for a Service Credit, the Customer must be on a paid subscription plan and the Downtime must be verified by VideoGenAI’s monitoring logs.
Request: The Customer must submit a claim for a Service Credit to [Support Email Address] within thirty (30) days of the end of the month in which the Downtime occurred, including:
- The dates and times of the claimed Downtime.
- The approximate impact on the Customer’s usage.
Credit Issuance: If VideoGenAI confirms the Monthly Uptime Percentage fell below the commitment, the Service Credit will be applied to the Customer’s account and used against future subscription payments. Service Credits are the Customer’s sole and exclusive remedy for any unavailability or non-performance of the Service.

5. Exclusions from Downtime

Downtime does not include unavailability of the Service due to:

Scheduled Maintenance (as defined above).
Factors outside of VideoGenAI’s reasonable control, including any force majeure event (e.g., acts of God, war, terrorism, power outages, or natural disasters).
Any lack of performance caused by Customer’s or third-party equipment, software, or technology (e.g., internet connection failure).
The Customer’s use of the Service in a manner not authorized in the Terms of Service.
Suspension or termination of the Service in accordance with the Terms of Service.
Issues related to beta or trial services (which are not covered by this SLA).

6. Governing Law

This SLA shall be governed by and construed in accordance with the laws of the State of California, without regard to its conflict of laws principles.