Service Level Agreement (SLA)

Service Level Agreement for Pro and Enterprise plans. Guarantee and support response.

1. Overview

This Service Level Agreement (“SLA”) is an addendum to the Chunkify Terms of Service, is subject to the Privacy Policy, and applies exclusively to teams subscribed to:

  • Pro plan, or
  • Enterprise plan

Teams on Hobby or Starter plans are not eligible for SLA benefits.

Where this SLA conflicts with the Terms of Service, this SLA prevails for the covered team.

2. Definitions

Service Availability: The percentage of total time in a calendar month during which the Chunkify API, dashboard, and transcoding infrastructure are fully reachable and operational.

Downtime: Periods where the Service is unavailable due to issues originating from Chunkify's infrastructure or code.

Exclusions: Downtime caused by upstream cloud outages (AWS, Cloudflare, global DNS), customer misuse, misconfiguration, or exceeding plan limits is not counted as downtime, as defined in the Terms of Service (Acceptable Use & Technical Misuse).

Compute Credits: The compute-time units associated with your subscription (included minutes + additional purchased minutes).

3. Uptime Commitment

Chunkify guarantees 99.9% availability per calendar month for SLA-covered teams.

What 99.9% means

Maximum downtime per month: 43 minutes 49 seconds

Availability is measured across all production services:

  • API
  • Dashboard
  • Transcoder infrastructure
  • Internal job orchestration systems

4. Support Response Time

For Pro and Enterprise SLA customers, Chunkify guarantees:

✔ Initial response within 2 hours

This applies during all business days (Monday to Friday), excluding French public holidays.

"Response" means acknowledgment and triage — not full resolution.

Support is provided via:
📩 [email protected]

5. SLA Exclusions

The following do not count as downtime:

  • Scheduled maintenance with at least 24h notice
  • Emergency security-related maintenance
  • Failures caused by AWS global or regional outages
  • Failures caused by Cloudflare global outages
  • DNS or global internet routing failures outside Chunkify's control
  • Customer-side errors or misconfigurations
  • Jobs failing due to incorrect input files or formats
  • Reaching plan limits (vCPU concurrency, file size, retention, etc.)
  • Issues caused by incorrect use of API/CLI
  • Force majeure events (natural disaster, war, large-scale cyberattack)

6. SLA Breach & Remedies

If monthly availability falls below 99.9%, eligible teams receive:

✔ 10% of monthly compute credits returned

Credits:

  • Are applied to the next billing cycle
  • Cannot be exchanged for cash
  • Cannot exceed the team's monthly subscription value
  • Apply per team, not per user or per job

To receive credit, the customer must submit a request (see Section 7).

7. How to Claim SLA Credits

SLA credit requests must be sent to:
📩 [email protected]

Include:

  • Team ID
  • Billing email
  • Month affected
  • Observed issue or outage

Requests must be submitted within 30 days of the suspected SLA breach.

Chunkify will validate claims using internal logs, metrics, and monitoring data.

SLA credits apply to compute credits only and have no cash value.

8. Sole Remedy

SLA credits represent your sole and exclusive remedy for failure to meet the Service Level Agreement.

No additional liability, reimbursement, or compensation applies beyond the compute-credit refund.

9. Changes to the SLA

Chunkify may update this SLA as needed.
Material changes will be communicated via dashboard notification.
Continued use of the Service indicates acceptance.

10. Legal

This SLA is governed by the laws of France, with exclusive jurisdiction in Marseille, as defined in the Terms of Service.