Service Level Agreement

This Service Level Agreement (SLA) describes the availability and performance commitments Enzonic LLC provides for MAI. It applies to paid plans (Plus and Premium). Free users receive best-effort service with no formal uptime guarantee.

1. Availability targets

• Premium plan: 99.9% monthly uptime, excluding scheduled maintenance
• Plus plan: 99.5% monthly uptime
• Free plan: best effort

2. Scheduled maintenance

Scheduled maintenance is performed during low-usage windows (Sunday 02:00 to 06:00 Pacific Time) and announced at least 72 hours in advance via email and the in-app status banner.

3. Service credits

If monthly uptime falls below the targets above, customers receive service credits:

• Premium: 99.9 to 99.0% — 10% credit; below 99.0% — 25% credit
• Plus: 99.5 to 98.0% — 10% credit; below 98.0% — 20% credit
• Credits are applied to the next billing cycle automatically.

4. Incident response

Severity-1 incidents (complete platform outage) are responded to within 15 minutes, 24/7. Severity-2 incidents (major feature unavailable) within 1 business hour.

5. Status page

Live status and incident history is available at status.enzonic.com.

6. Performance

POV streaming is targeted at 12 FPS at 854×480 for Premium and 5 FPS at 640×360 for Plus. Chat responses target p95 latency under 4 seconds.

7. Exclusions

The SLA does not cover: (a) force majeure events, (b) third-party service outages (Minecraft servers, Microsoft auth, Stripe), (c) user-caused issues (incorrectly configured bots, unsupported mods), (d) suspensions for ToS violations.

8. Claims

Service credit requests must be submitted within 30 days of the incident to sla@enzonic.com with timestamps and any available evidence.