Legal
Service Levels
Effective October 20, 2026
Scope
This page describes the service levels Krazimo aims to provide for paid Krazimo Studio subscriptions, on every Studio deployment. It forms part of the Terms and Conditions and changes under section 14 of those Terms.
Availability
We aim for Studio's console and API to be available 99.5% of each calendar month. This is a target, not a guarantee, and no service credits apply. Planned maintenance, problems with your own systems or connected services, and outages at model providers or other third parties outside our control are not counted.
Support and response times
Contact support@krazimo.com with your workspace name and how severe the issue is.
Severity 1 means Studio, or an agent in production, is unavailable or unusable for your workspace. We aim to respond within 4 hours, any day of the week.
For every other issue, we aim to respond by the end of the next business day (Monday to Friday).
A response means a person has acknowledged the issue and started on it, not that it is resolved.