Service Level Agreement
Last updated: 2026-10-03This Service Level Agreement ("SLA") applies to aidubbing's Enterprise plan and to any customer who has signed a separate order form. For Free, Creator and Studio plans the service is provided on an "as is" basis with no uptime commitment.
1. Definitions
- "Service" - the aidubbing web application, API and localization pipeline.
- "Uptime" - the percentage of each calendar month during which the Service is available for API calls and page loads.
- "Downtime" - a period of more than 60 consecutive seconds, or more than 5% of a calendar month, during which the Service is unavailable to more than 10% of active customers.
- "Excluded Downtime" - scheduled maintenance announced at least 72 hours in advance, or downtime caused by your equipment, network, or a third party outside our reasonable control.
2. Uptime commitment
| Plan | Monthly uptime commitment | Service credit |
|---|---|---|
| Free / Creator / Studio | None | None |
| Studio XL | 99.5% | As below |
| Studio XXL | 99.9% | As below |
| Enterprise | As stated in the order form | As stated in the order form |
3. Service credits
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| Below 99.9% but at or above 99.0% | 10% |
| Below 99.0% but at or above 95.0% | 25% |
| Below 95.0% | 50% |
Credits are applied automatically to your next invoice. To claim a credit, contact support@vozo.ai within 30 days of the end of the affected month, with the dates and times of the downtime you observed.
4. Support commitments
| Plan | Support channel | Target first response |
|---|---|---|
| Free | Best effort | |
| Creator | 2 business days | |
| Studio | Priority email | 1 business day |
| Studio XL and above | Priority email and onboarding | 4 business hours |
| Enterprise | Dedicated manager | 1 hour, 24/7 for Severity 1 |
5. Severity definitions
| Severity | Definition | Target workaround |
|---|---|---|
| 1 - Critical | Service unavailable to all customers, or all jobs failing | 4 hours |
| 2 - High | Major feature unusable for a large share of customers | 1 business day |
| 3 - Normal | Feature degraded but a workaround exists | 3 business days |
| 4 - Low | Cosmetic or minor usability issue | Next release |
6. Maintenance
We perform maintenance outside peak hours and announce it at least 72 hours in advance by email and in the in-app notice area. We aim to keep more than 99% of monthly uptime available for production jobs.
7. Your responsibilities
To receive credits, you must keep your account in good standing, comply with the Acceptable Use Policy, and provide a monitored contact address so we can notify you of incidents.
8. Exclusions and limitations
Uptime is measured by our own monitoring and confirmed against external probes. Beta features labelled as such in the interface are excluded from this SLA. Service credits are the sole remedy for downtime under this SLA, and they do not apply to Free, Creator or Studio plans.
9. Reporting a discrepancy
If your measured uptime differs from ours, email support@vozo.ai with your monitoring data and we will reconcile it with our logs within 10 business days.
10. Contact
aidubbing AI · United States · support@vozo.ai