Service Level Agreement (SLA)
This Service Level Agreement (SLA) articulates the commitment made by INDEXERA UAB regarding the operational availability of the paid functionalities of Synthly, accessible at https://synthly.cloud.
It further details the compensatory measures available should this availability commitment not be met. This document constitutes an integral component of the overarching Terms & Conditions.
1. Scope of Application
This SLA specifically pertains to the generally available, paid functionalities of the Synthly platform. This includes, but is not limited to, user authentication, display of token balances, submission of processing jobs via supported tools with subsequent output reception, and access to the REST API where applicable. Excluded from this SLA are the free tier, functionalities designated as beta or preview, any integrated third-party services, and, crucially, the inherent quality or accuracy of the AI-generated output, which is a characteristic of the underlying models rather than the platform's operational status.
2. Availability Commitment:
99.5% Monthly Uptime INDEXERA UAB pledges to maintain a Monthly Uptime Percentage of no less than 99.5% for the stipulated covered functionalities within each calendar month. Uptime is quantitatively determined by the proportion of minutes in a given month during which typical requests, whether through the platform interface or the API, can be successfully processed within a reasonable timeframe. This is calculated as (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month.
3. Exclusions from Downtime Calculation
Certain categories of service interruption are expressly excluded from the calculation of Downtime Minutes, based on either their unforeseeable nature or their origination from client-side factors:
a) Scheduled maintenance, provided it is announced at least 48 hours in advance and does not exceed a cumulative total of eight hours per month, alongside emergency maintenance necessitated by security vulnerabilities or imminent operational risks.
b) Outages attributable to upstream dependencies, including third-party AI model providers, hosting infrastructure, DNS services, payment gateways, and general public internet failures, as well as genuine force majeure events (e.g., natural disasters, geopolitical conflicts, governmental actions, widespread internet disruptions).
c) Service disruptions arising from client-side issues, such as misconfigurations, API misuse, exhausted resource quotas, expired authentication credentials, breaches of the Acceptable Use Policy (AUP), and distributed denial-of-service (DDoS) attacks or similar malicious traffic, provided reasonable mitigation efforts are undertaken by INDEXERA UAB.
d) Incidents affecting features explicitly labeled as beta, experimental, or preview at the time of occurrence, functionalities provided without charge, and periods of service suspension enacted in accordance with the Terms & Conditions or the AUP.
4. Remediation for Non-Compliance
Should the Monthly Uptime Percentage fall below the 99.5% target in any calendar month, and provided no exclusion criteria apply, service credits will be applied to the client's token balance commensurate with the severity of the availability shortfall:
• For uptime between 99.0% and 99.5% (exclusive of 99.5%): 5% of tokens expended during that month.
• For uptime between 95.0% and 99.0% (exclusive of 99.0%): 10% of tokens expended during that month.
• For uptime below 95.0%: 25% of tokens expended during that month. These service credits are non-transferable, possess no monetary cash value, cannot be converted into a monetary refund, and are capped at the total tokens actually utilized by the client within the relevant month.
5. Claim Submission Protocol
Claims for service credits must be submitted via email to [email protected] within thirty (30) calendar days following the conclusion of the affected month. Required information includes the claimant's account email address, the precise dates and approximate timings of the incidents cited, and a concise description of the resultant impact. Validated claims will be credited within fifteen (15) business days. Claims submitted beyond the stipulated timeframe or lacking sufficient detail for internal verification cannot be processed. Service credits represent, to the maximum extent permitted by law, the exclusive remedy for breaches of this availability commitment, without prejudice to any mandatory statutory consumer rights under EU and Lithuanian law.
6. Support Response
Service Level Objectives In addition to the uptime commitment, INDEXERA UAB aims to adhere to the following response time targets, measured from the initiation of contact (email or dashboard ticket). All targets, with the exception of the Critical tier, apply during business hours (Monday to Friday, 09:00–18:00 Vilnius time, excluding Lithuanian public holidays):
• Critical (24h, 7 days/week): Complete platform or API unavailability, inability to access token balance, or failure to initiate generation processes.
• High (2 business days): Malfunction of a specific tool or API endpoint, or inability to complete a purchase.
• Standard (3 business days): Reporting of bugs, billing inquiries, account-related questions, and general guidance requests.
• Feature Requests (Best Effort): Reviewed as internal capacity permits, without a committed response timeframe. These targets signify the acknowledgment and commencement of work on a ticket, not a guarantee of full resolution within the same period. Support services are provided exclusively in English.
7. Incident Management, Enterprise Agreements, and Policy Revisions
Live incidents impacting the platform will be disseminated and updated on a public status page, where available. Major incidents will also be communicated via email to affected account holders and, if pertinent, through in-app notifications, followed by a brief post-incident summary for significant events. In instances where a separate Enterprise or custom agreement has been executed, stipulating distinct service-level terms (e.g., modified uptime targets, dedicated support channels, guaranteed response times), those specific terms shall supersede this SLA to the extent of any divergence. This SLA may be updated periodically; any material alterations, including reductions in the availability target or service-credit percentages, will be communicated through the Service or via email prior to their effective date.
Contact Information:
INDEXERA UAB
Company code 308066877
· V. Nagevičiaus g. 3, LT-08237 Vilnius, Lithuania
· +370 691 98652