Service Level Agreement

1Scope

1.1This agreement describes the service level Tovesh aims for: access to your account, your balance, your library and the generation studio at tovesh.com.

2Availability

2.1Tovesh is designed to be available around the clock, and we keep it so with commercially reasonable effort. Billing, the studio and your library are run by us and are expected to be available at all times outside maintenance.

3Model providers

3.1Videos and images are produced by third-party model providers. When a provider slows down or stops responding, the models it serves may queue, slow or pause on Tovesh as well. We do not control their infrastructure, so we do not promise a fixed uptime percentage on their behalf.

3.2Where a provider is unavailable for a period, we may temporarily hide the affected model from the studio rather than let generations fail.

4Generation times

4.1How long a generation takes depends on the model, the length of the clip and the provider's load at that moment. The studio shows each generation's status until it is delivered, and nothing is charged twice if you wait.

5The remedy

5.1Any generation that fails is refunded to your credit balance automatically, in full. You never pay for a result that was not delivered.

5.2If the service is unavailable for an extended period, unused purchased credits remain refundable under the Refunds Policy.

6Maintenance

6.1Planned maintenance is kept short and scheduled for quiet hours wherever possible. Work in progress is not lost: generations that were running finish or are refunded.

7Support

7.1[email protected] answers within one business day, every business day. Describe the generation, the model and the time, and we will investigate.