Service Level Agreement

Last updated: August 12, 2026

Cloudget AI is provided by OBRIXA LTD (Company No. 17336752), registered in England and Wales at Dept 6940, 43 Owston Road, Carcroft, Doncaster, England, DN6 8DA.

This SLA describes the availability and support commitments OBRIXA LTD makes for the Cloudget platform. It applies to paying users, meaning accounts that hold an active Credit balance from a one-time purchase. Free trials, promotional access and beta or experimental tools sit outside its scope.

1. Covered Services

The commitment applies to the parts of Cloudget we run directly:

•          the Website: reaching cloudget.me, browsing tools and completing a purchase;

•          account access: sign-in, viewing balance and order history, downloading generated Output;

•          generation pipeline: submitting a request to a paid tool and receiving a response, across the text, image, code, audio and video tool categories;

•          support: contacting us at [email protected].

2. Availability Target

We target 99.9% platform availability per calendar month, measured from our own monitoring records and calculated as:

(total minutes in the month minus qualifying downtime minutes) divided by total minutes in the month, multiplied by 100.

3. Planned Maintenance

Planned maintenance windows are announced at least 48 hours in advance wherever reasonably possible. Both planned maintenance and urgent maintenance required to protect security or stability are excluded from the availability calculation.

4. Incident Response

For production-impacting incidents affecting paying users, our on-call team begins investigation as soon as monitoring alerts fire and continues to publish updates through support channels until the incident is resolved. We target acknowledgment of a critical issue within four hours during business hours (Monday to Friday, 09:00 to 17:00 GMT). This is a target, not a guaranteed response time.

For issues that turn out to depend on a third-party model provider or infrastructure vendor, we escalate to that partner as quickly as reasonably possible but cannot commit to their resolution timeline.

5. Service Credits

Where platform availability falls below the 99.9% target in a calendar month, an eligible paying user may claim compensation in the form of Cloudget Credits added to the account balance. The credit is calculated against the value of one-time purchases made in the affected month:

Service credits are added as top-up Credits toward future use of the Service. They are not cash refunds, cannot be exchanged for money or transferred to another user, and are the sole remedy under this SLA. Cash refund eligibility for a specific purchase is decided separately under the Refund Policy.

To claim, write to [email protected] within 30 days after the end of the affected month with the incident dates, the tools affected and any supporting evidence. We compare your claim against our monitoring data before deciding eligibility.

6. Excluded Events

The availability calculation excludes interruption or degradation caused by:

•          planned or urgent maintenance;

•          force majeure (natural disasters, war, civil disorder, pandemics, strikes, broad power or internet outages);

•          your network, device, software, configuration, action or omission;

•          third-party services we do not directly control, such as cloud infrastructure, DNS, payment providers, or external AI model providers on which specific Cloudget tools rely;

•          use above published fair-use thresholds;

•          malicious traffic (including DDoS) that continues despite reasonable protective measures;

•          suspension arising from a breach of our Terms or Acceptable Use Policy.

7. Scope Limits

This SLA covers only Cloudget-managed platform services. Free, trial, promotional, beta and experimental features are outside its scope, as is the specific creative quality of Output produced by any AI tool.

8. Contact

For SLA claims and incident reports:

•          Email: [email protected]

•          Phone: +44 7488 848740

•          Address: Dept 6940, 43 Owston Road, Carcroft, Doncaster, England, DN6 8DA

Please include the account email, transaction references, the affected tool and the incident timeframe.