Service Level agreement

Standard plans (Starter, Pro, Studio): 99.9% monthly uptime target. Enterprise: 99.99% monthly uptime with financial credits if missed. Uptime measured as API availability (HTTP 200 on /health endpoint, checked every 60 seconds from 3 global regions).

Free/Starter: best-effort email support, 48-hour response target. Pro: 24-hour response, email support. Studio: 12-hour response, email + priority queue. Enterprise: 1-hour response for P1, 4-hour for P2, dedicated support engineer, named Customer Success Manager.

Static ad generation: p95 latency under 90 seconds. Carousel generation: p95 under 120 seconds. Video storyboard: p95 under 180 seconds. Enterprise: priority generation queue (2x faster than standard). Batch job SLA: 95% of batch generations complete within 2x the single-generation target.

If monthly uptime falls below SLA target: 99.9% to 99.0% = 10% credit on monthly fee. 99.0% to 95.0% = 25% credit. Below 95.0% = 50% credit. Credits applied to next invoice. Must be claimed within 30 days via support email.

Email enterprise-support@maniai.com with: affected dates, observed downtime (with timestamps), impact description. We verify against our monitoring data. Credits applied within 1 billing cycle.

SLA excludes: scheduled maintenance (announced 48h in advance), customer-caused issues (API abuse, exceeded rate limits), third-party outages (AWS, Cloudflare), force majeure.