This SLA is the availability promise BUSKERA UAB makes for the paid parts of Neurokit at https://neurokit.cloud, and the compensation you can claim when we miss it. It is part of the Terms & Conditions.
1. What the SLA applies to
The commitment below covers the generally-available paid functionality of Neurokit — signing in, seeing your token balance, submitting a job through any supported tool and receiving the Output, and access to the REST API where offered. Everything else falls outside: the free tier, anything labelled beta or preview, third-party services you have connected, and — importantly — the quality and accuracy of the AI Output itself, which is a property of the underlying models, not of the platform's availability.
2. The commitment: 99.5% monthly uptime
For each calendar month we target a Monthly Uptime Percentage of at least 99.5% on the covered functionality. Uptime is measured as the share of minutes in the month during which a typical request through the platform or the API can be completed within a reasonable time, calculated as (Total Minutes − Downtime Minutes) ÷ Total Minutes.
3. Time that does not count as Downtime
Several categories of interruption are excluded from the calculation, either because the interruption is not something a reasonable SLA can promise around, or because the interruption is your responsibility rather than ours:
(a) Maintenance windows announced at least 48 hours in advance, capped at eight hours per month in total, and any emergency maintenance carried out to patch a security vulnerability or contain an imminent risk;
(b) Interruptions originating upstream of us — outages at third-party AI model providers, hosting infrastructure, DNS or payment providers, and the public internet more generally — together with genuine force-majeure events such as natural disasters, war, civil unrest, government action or large-scale internet failures;
(c) Issues caused on your side — misconfiguration, misuse of the API, exhausted quotas, expired credentials, breach of the AUP — and denial-of-service attacks and similar malicious traffic that we take reasonable steps to mitigate;
(d) Features labelled beta, experimental or preview at the time of the incident, features made available free of charge, and periods of suspension applied under the Terms & Conditions or the AUP.
4. What you get if we miss
When the Monthly Uptime Percentage in a given calendar month falls below the 99.5% target and no exclusion applies, service credits are added to your token balance according to the depth of the miss: for uptime at least 99.0% but under 99.5%, 5% of the tokens you spent that month; for uptime at least 95.0% but under 99.0%, 10%; for uptime under 95.0%, 25%. Service credits are non-transferable, have no cash value, cannot be swapped for a money refund, and are capped at the tokens you actually spent that month.
5. Filing a claim
Claims are filed by email to [email protected] within thirty days of the end of the affected month. Include your account email, the dates and approximate times of the incidents you are relying on, and a short description of the impact. Accepted claims are credited within fifteen business days. Claims that arrive late, or without enough detail for us to identify the incidents in our own records, cannot be processed. The service credits are, to the maximum extent the law allows, your sole remedy for a failure of the availability commitment — this does not affect the mandatory statutory rights you have as a consumer under EU and Lithuanian law.
6. Support response targets
Alongside the uptime commitment we aim for the following response times, measured from the moment you write to us or open a dashboard ticket. All targets other than the Critical tier are in business hours — Monday to Friday, 09:00–18:00 Vilnius time, excluding Lithuanian public holidays.
• Critical (24h, 7 days a week): the platform or the API is entirely unavailable, your balance cannot be reached, or no generation can be started.
• High (2 business days): a specific tool or endpoint is broken, or a purchase cannot be completed.
• Standard (3 business days): bug reports, billing questions, account queries, general how-to.
• Feature requests (best effort): reviewed as capacity allows, with no committed response time.
The targets describe when we acknowledge your ticket and start working on it — they are not a promise that every issue is fully resolved in the same window. Support is provided in English.
7. Incidents, Enterprise, changes
Live incidents affecting the platform are, where a public status page exists, posted and updated there; major incidents are also communicated by email to affected account holders and, where relevant, through in-app notices, with a short post-incident summary published afterwards for material events. Where we have signed a separate Enterprise or custom agreement with you that sets its own service-level terms — different uptime target, dedicated support channels, guaranteed response times — those terms prevail over this SLA where they differ. We may update this SLA over time; material changes, including any reduction of the availability target or the service-credit percentages, are signalled in the Service or by email before they take effect.
Contact
BUSKERA UAB
· Company code 308066311
· V. Nagevičiaus g. 3, LT-08237 Vilnius, Lithuania
· +370 691 98504