Service Level Agreement

The availability commitment THALVEN LTD gives for Sovawave (https://sovawave.com), and the service credits that apply where we fall short. This SLA is part of the Terms and Conditions. 1. Scope of this SLA This SLA applies to the paid, generally available parts of Sovawave: logging in, viewing your credit balance and order history, sending video and image generation requests to the paid models through the studio or the API, and receiving the finished results. Outside the scope: the free tier, features labelled beta, experimental or preview, the specific quality or correctness of what a tool produces, and external services you connect through Sovawave. 2. Our uptime target We target a Monthly Uptime Percentage of at least 99.9% for the covered service. It is calculated as (Total Minutes in the calendar month minus Downtime Minutes) divided by Total Minutes in the month, multiplied by 100. Availability is measured against our own monitoring records. 3. Exclusions from Downtime The following events do not count as Downtime and do not give rise to service credits: • planned maintenance announced at least 48 hours in advance, capped at 8 hours per calendar month; • emergency maintenance carried out to close a security vulnerability or contain an imminent risk; • degradation or outages at the upstream frontier-model providers Sovawave routes to (including Google Veo 3.1, ByteDance Seedance 2.0 and Seedance 2.0 mini, and other integrated video and image generation providers), where our reasonable multi-model failover has been exhausted and the situation is broadly recognised as an incident of that provider; • interruptions caused by other upstream third parties, including hosting, DNS, payment processors and the public internet; • force majeure events including natural disasters, war, civil unrest, government action or general internet outages; • problems attributable to your configuration, your device, your network or breaches of the Acceptable Use Policy; • external services you connect yourself (webhook targets, publishing destinations, third-party APIs); • denial-of-service attacks and other malicious traffic that we make reasonable efforts to mitigate; • features labelled beta, preview, experimental or offered free of charge; • suspensions applied under the Terms or the Acceptable Use Policy. 4. Credits for missed uptime Where the Monthly Uptime Percentage in a given month drops below the target and none of the exclusions above apply, you may claim service credits added to your balance on the following scale: • 99.0% up to but not including 99.9%: 5% of the credits you spent that month; • 95.0% up to but not including 99.0%: 10% of the credits you spent that month; • below 95.0%: 25% of the credits you spent that month. Service credits are non-transferable, have no cash value and cannot be exchanged for a money refund. The credit for any single month is capped at the credits actually spent that month. 5. How to claim Send a claim to [email protected] within 30 days of the end of the affected calendar month, giving the account email, the dates and approximate times of the incidents you rely on, and any supporting evidence. Accepted claims are credited within 15 business days of acceptance. Claims filed late or without sufficient detail cannot be processed. 6. Exclusive remedy To the maximum extent allowed by law, the service credits above are your sole and exclusive remedy for any failure by us to meet the availability commitment. This does not affect any mandatory statutory rights you have under consumer protection legislation. 7. Support response times Alongside uptime, we aim for the following response times during business hours (Monday to Friday, 09:00 to 17:00 UK time, excluding UK public holidays), from the moment you write to us: • Critical: the platform or API is entirely unavailable, the balance is inaccessible, or generation requests cannot be submitted across any tool. Target: within 24 calendar hours, seven days a week. • High: a specific tool or endpoint is failing, or a purchase cannot be completed. Target: within 2 business days. • Standard: bug reports, billing questions, account queries, general how-to. Target: within 3 business days. • Feature requests: reviewed on a best-effort basis, with no committed response time. These targets describe when we acknowledge a ticket and begin work, not a guarantee that every issue will be fully resolved in the same window. Support is provided in English. 8. Keeping you informed during incidents Where we operate a public status page, live incidents are posted and updated there. Major incidents are additionally communicated by email to affected account holders and, where relevant, through in-app notices. After material incidents we publish a short post-incident summary covering what happened, the impact and the follow-up work. 9. Custom and enterprise agreements Enterprise or custom agreements with bespoke availability terms (a different uptime target, dedicated support channels, guaranteed response times) take precedence over this SLA to the extent they differ. 10. Changes to this SLA We may update this SLA as the platform and its infrastructure evolve. Material changes, including any reduction of the availability target or of the service-credit percentages, will be signalled in the service or by email before they take effect. Get in touch THALVEN LTD Dept 6940, 196 High Road, Wood Green, London, England, N22 8HH Company number 17421785 +44 7488 818275 [email protected] Last updated: 12 October 2026