Service Level Terms

Service Level Terms

We use commercially reasonable efforts to make the Service available 99.9 percent of the time, measured monthly, as a target rather than a credit-backed guarantee. We aim to give 24 to 72 hours’ notice of scheduled maintenance, which is excluded from availability calculations. Support hours, channels, and response targets by severity: urgent matters tied to a court deadline get a response within one business day, and standard requests within two business days, by email at info@imcmachine.com or by phone at (210) 385-8658. Specific commitments for your operation are confirmed in your service agreement. Availability commitments exclude downtime from scheduled or emergency maintenance, your own acts, equipment, or network, third-party services outside our control (including outages of OpenAI’s ChatGPT, Anthropic’s Claude, and Google’s Gemini, hosting, or other vendors), internet failures, force majeure, and suspension for non-payment or policy violation. [If service credits are offered, define the schedule, that credits are the sole remedy applied to future invoices, and that they must be requested within 30 days.]