Service Level Agreement
Effective: April 2026
This Service Level Agreement ("SLA") describes the availability commitment and service credit policy that AXIOM STUDIO AI Inc. ("Axiom", "we", "us") provides for customers using Axiom's production paid plans (collectively, the "Service"). This SLA forms part of the Master Services Agreement or Subscription Agreement between Axiom and the customer ("Customer", "you").
1. Service Availability
Axiom commits to a Monthly Uptime Percentage of at least 99.9% for the Service, measured per calendar month.
"Monthly Uptime Percentage" means: (total minutes in the month − Unavailable Minutes) ÷ total minutes in the month, expressed as a percentage. At 99.9%, the Service may be unavailable for approximately 43 minutes per 30-day month.
2. Service Credits
If the Monthly Uptime Percentage falls below 99.9% in a given calendar month, Customer is eligible for a service credit applied against the affected month's subscription fees, calculated as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of the monthly fee |
| < 99.0% and ≥ 95.0% | 25% of the monthly fee |
| < 95.0% | 50% of the monthly fee |
Service credits are Customer's sole and exclusive remedy for any failure to meet the commitment in Section 1. Credits are issued as billing offsets against future invoices and are not refundable as cash.
3. Support Response Times (Enterprise Plan)
Customers on Axiom's Enterprise plan receive the following initial response time targets, measured from the moment a support ticket is opened with appropriate severity classification:
| Severity | Description | Initial Response |
|---|---|---|
| P1 | Production system down or unusable | 1 hour, 24×7 |
| P2 | Major feature impaired, workaround available | 4 business hours |
| P3 | Minor functionality issue, limited impact | 1 business day |
| P4 | General questions, feature requests | 2 business days |
Business hours are 9:00 AM to 6:00 PM Pacific Time, Monday through Friday, excluding U.S. federal holidays. Initial response times are commitments to acknowledge and begin triage; they are not commitments to resolution time.
4. Scheduled Maintenance
Axiom may perform scheduled maintenance on the Service. Customer will receive at least 24 hours' advance notice via email or in-product notification. Time during a properly noticed scheduled maintenance window does not count as Unavailable Minutes for purposes of Section 1.
5. Exclusions
The following events do not count as Unavailable Minutes and are excluded from the availability commitment in Section 1:
- Force majeure events, including natural disasters, war, acts of terrorism, and government actions.
- Outages caused by Customer's actions, configurations, or systems, including misuse of the Service or violation of the Acceptable Use Policy.
- Failures of third-party services Axiom integrates with but does not control, including upstream LLM providers (OpenAI, Anthropic, Google, etc.), cloud infrastructure providers, and customer-supplied identity providers.
- Beta, preview, or experimental features explicitly labeled as such.
- Properly noticed scheduled maintenance windows (see Section 4).
- Use of the Service on free, trial, or early-access plans.
6. Service Credit Claims
To receive a service credit, Customer must submit a written claim to support@axiomstudio.ai within 30 days following the end of the calendar month in which the incident occurred. The claim must include:
- The dates and times of each incident.
- A description of the impact, including affected requests, regions, or features.
- Any logs, error responses, or correlation IDs that support the claim.
Axiom will validate claims against its internal monitoring data within 30 days of receipt and apply any approved credits to Customer's next invoice.
7. Coverage
This SLA applies only to production paid plans of the Service. Free, trial, early-access, internal, and evaluation usage are provided on an "as-is" basis and are not covered by any availability or response time commitment.
8. Definitions
"Unavailable Minutes" means consecutive minutes during which the Service returns server-side errors for more than 5% of valid Customer requests, as measured by Axiom's monitoring at the Service's primary API endpoints, excluding any event listed in Section 5.
"Monthly Fee" means the recurring subscription fee paid by Customer for the affected month, excluding usage-based charges, one-time fees, professional services, and taxes.
9. Changes to this SLA
Axiom may update this SLA from time to time. Material changes that reduce a commitment will take effect at the start of the next renewal term for existing Customers and will be announced at least 30 days in advance.
10. Contact
Questions about this SLA, service incident reports, and credit claims should be sent to support@axiomstudio.ai or filed via our support portal at support.axiomstudio.ai.