This document sets the availability Vonzay commits to, what happens when it falls short and how you follow the state of your service. It expands section 10 of the terms of service. On the Enterprise plan, if the signed quote sets its own service level agreement, the quote governs.
1. What it covers
The application at app.vonzay.com and the subscription payment at pay.vonzay.com. This public
site is outside it: it is there to inform, and you need it neither to work nor to pay.
2. The target
We commit to a monthly availability of 99 % for the platform. The month is the calendar month in Ecuador time, and availability is the percentage of the month’s minutes in which the platform was available.
We count as unavailable every stretch of five minutes or more in which the platform does not respond, or returns an error to every attempt to log in or use it, according to our automated monitoring, which probes it from outside continuously. One degraded feature while the rest works does not count as unavailability, and neither does an interruption shorter than five minutes.
In hours, so nobody has to work it out: 99 % allows about seven hours of downtime a month. Past that, section 4 applies.
3. What does not count as unavailability
- Scheduled maintenance announced at least twenty-four hours in advance by email to the account owner. We try to run it outside Ecuador’s working hours.
- Force majeure: events outside our reasonable control, such as general power or network outages, natural disasters, acts of authority or network attacks beyond the usual defenses.
- Failures of the external providers of artificial intelligence models. When the provider serving the agents is down or degraded, the agents slow down or fail, and we do not count that as platform unavailability, because the vault, the search and the rest of the application stay up. We do count it when the failure is ours.
- The client’s network: your connection, your DNS, your proxy or your devices.
- The suspension or pause of an account under sections 8.2, 11 or 13 of the terms.
4. Service credits
If availability in a month falls below 99 %, you are owed a credit of 10 % of your plan’s monthly charge for every percentage point, or fraction of one, below the target, capped at 30 % of that month’s charge.
| Availability in the month | Credit on the monthly charge |
|---|---|
| 99 % or more | None |
| Below 99 % and at least 98 % | 10 % |
| Below 98 % and at least 97 % | 20 % |
| Below 97 % | 30 % |
The credit is deducted from the next cycle’s invoice. It is not paid out in money, unless you have cancelled and there will be no next invoice: then it is refunded to the same payment method. It is calculated on the plan charge and not on what is billed separately, such as image and video generation or servers. It is the sole remedy for unavailability, without prejudice to the rights the law grants you that cannot be waived.
5. How to claim a credit
Write to support@vonzay.com within thirty days of the end of the affected month, with the company name, the dates and times, in Ecuador time, when you could not use the service, and what you saw: an error, a page that would not load. We check your claim against our monitoring records and answer within five business days. If a credit is due, it appears on the next invoice. A claim outside the deadline earns no credit.
6. What you see from your account
- Activation. The account becomes active the moment the payment is confirmed. Vonzay is a digital service: nothing is shipped and there is no wait.
- Subscription status. Your account panel shows the current plan, the payment status and the date it is paid until, which is the date of your next renewal.
- Usage. The meter in section 7.2 of the terms says what percentage of your plan you have used.
- Invoices. The history of invoices and cycles is in the same section.
7. Support
The support channel is the email address support@vonzay.com and the phone number +593 96 175 0101, Monday to Friday, during Ecuador’s working hours (UTC-5). We answer the same business day; whatever arrives outside those hours is answered the next one. The times we hold to in practice, by kind of request, are on the contact page.
If the platform is down, our monitoring alerts us without you having to write. Do write anyway when you think the problem is only with your account.
8. Changes
If this document changes, we update the date in the header. A change that lowers the target or reduces the credit is announced by email at least thirty days in advance and does not apply to the current month.