Last Updated: Feb 20, 2026
This Service Level Agreement (“SLA”) forms part of the Vozo Terms of Use (“Terms”) and applies to paid subscription plans of Vozo AI video translation services (“Service”) provided by Honeybee Technology Ltd (“Vozo,” “we,” “us,” or “our”).
Capitalized terms not defined herein have the meaning set forth in the Terms.
This SLA applies to:
This SLA does not apply to:
Vozo commits to the following Monthly Uptime Percentage:
| Plan Type | Monthly Uptime Commitment |
|---|---|
| Standard / SMB Plans | 99.5% |
| Enterprise Plans | 99.9% |
Monthly Uptime Percentage is calculated as:
(Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100
“Downtime” means the total accumulated minutes during which the core Service is unavailable to Customer, excluding Excluded Events (Section 7).
Service is considered unavailable when:
Downtime begins when a service disruption is confirmed by Vozo monitoring systems or reported by Customer and verified by Vozo.
API availability is measured independently of web application availability.
The following do NOT count as Downtime:
Vozo provides 24/7 technical support for paid subscription plans.
| Severity | Description | Initial Response Time |
|---|---|---|
| P1 – Critical | Complete Service outage affecting production use | 8 hours |
| P2 – High | Major functionality significantly impaired | 1 business day |
| P3 – Medium | Partial impairment or degraded performance | 2 business days |
| P4 – Low | General questions or minor issues | 3 business days |
“Initial Response Time” means acknowledgment of the issue and initiation of investigation. It does NOT mean resolution time.
If Vozo fails to meet the applicable Monthly Uptime Commitment, Customer may request service credits.
| Monthly Uptime | Credit |
|---|---|
| < 99.5% | 5% |
| < 99.0% | 10% |
| < 98.0% | 25% |
| Monthly Uptime | Credit |
|---|---|
| < 99.9% | 5% |
| < 99.5% | 10% |
| < 99.0% | 25% |
Credits are calculated as a percentage of the monthly subscription fee for the affected month.
Total service credits shall not exceed 25% of the monthly subscription fee for the affected month.
Service credits:
Service credits described in this SLA are Customer’s sole and exclusive remedy for any failure to meet the Service Availability Commitment.
To the maximum extent permitted by law, Vozo shall have no additional liability for Service unavailability beyond the service credits described herein.
This SLA does not apply to downtime caused by events outside Vozo’s reasonable control. Downtime caused by Third-Party Providers (including cloud providers or AI model providers) is excluded from SLA calculations.
Vozo may perform scheduled maintenance with advance notice (typically 24–72 hours). Scheduled maintenance time does not count toward Downtime.
Vozo provides AI-generated transcription, translation, dubbing, and related outputs.
Customer acknowledges:
AI output quality does not form part of SLA commitments.
Upon subscription termination:
Deletion requests required by applicable law will be honored.
Vozo may update this SLA from time to time. Material changes will be reflected by updating the “Last Updated” date. Continued use of the Service after changes become effective constitutes acceptance of the updated SLA.