Service Level
Agreement.

We commit to a Monthly Uptime Percentage of at least 99.5% for the core Studio application on paid plans. This is a contractual commitment backed by the service credits in section 5, and it is the whole of our obligation in relation to availability.

Monthly Uptime Percentage means the total minutes in the calendar month, less minutes of Unavailability, divided by the total minutes in the month. Unavailability means a period of five or more consecutive minutes during which all requests to load the Studio or to start a document generation fail with a server-side error, as recorded in our hosting provider logs.

Support is provided by email during United Kingdom business hours, Monday to Friday, excluding public holidays. The following are target first-response times, not guarantees, and they are measured from receipt during business hours:

Contact info@seamix.ai and state the severity, the account email and the document reference. If your organisation needs a shorter, contractually committed response time or out-of-hours cover, contact us to discuss a bespoke agreement.

We deploy changes continuously and most releases cause no interruption. Where we plan work that we expect to make the Studio unavailable for more than 5 minutes, we will give at least 24 hours notice by in-product notice or email, and we will schedule it outside United Kingdom business hours where practical.

Emergency maintenance to fix a security or stability problem may be carried out without notice. Notified maintenance and emergency security maintenance do not count as Unavailability.

The commitment in section 1 does not apply to interruption or degradation caused by:

• notified maintenance or emergency security maintenance;
• features labelled beta, preview, lab or experimental;
• failure, deprecation, rate limiting, safety filtering or capacity shortage at a third-party AI model provider, and any resulting queueing or failed generation;
• outages at our cloud infrastructure or payment providers, or at your network, ISP, VPN, device or browser;
• your own actions, including exceeding your plan allowance, hitting an abuse or rate-limit control, misconfiguration, or account suspension;
• denial-of-service attack, cyber attack or other force majeure event described in the Terms of Service; and
• the quality, accuracy, originality or aesthetic character of Output.

If we miss the commitment in a calendar month, you may claim a credit against the subscription fee for that month:

• Claim by emailing billing@seamix.ai within 30 days of the end of the affected month, with the dates and times of the interruption and any error messages.
• Credits are applied against future subscription fees, are not exchangeable for cash, and are capped at 50% of the fee for the affected month.
• Credits are the sole and exclusive remedy for failure to meet the availability commitment.
• Credits are not available for accounts on a free trial, or where the account is in arrears or suspended for breach.

We may update this agreement. Where a change reduces the availability commitment or the credits, we will give at least 30 days notice and you may cancel before it takes effect. This agreement is subject to the Terms of Service, including the limitation of liability.