TheGeniLab Service Level Agreement ("SLA")

Service Level Agreement

SLA for TheGeniLab

SLA Last Updated: 1st August 2024

Service Level Agreement (SLA) for Token Usage on TheGeniLab A.I. Tools Platform

**Effective Date:** The date the 'User' create an account on TheGeniLab.
**This Agreement applies to:** All 'Users' with registered Accounts on TheGeniLab (Both Free and Paid)
**Provider:** TheGeniLab
**Service:** Access and usage of token-based services on TheGeniLab A.I. Tools platform

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1. **Introduction**
This Service Level Agreement (SLA) outlines the terms and conditions under which token-based services are provided by TheGeniLab to users on its platform. It defines the controls and limits regarding token consumption, the responsibilities of both parties, and the actions that can be taken in cases of misuse or excessive usage.

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2. **Definitions**
- **Tokens**: Units of measure used for consuming services on TheGeniLab platform (e.g., word tokens for language processing and image tokens for visual tasks).
- **User**: Any individual or entity that has purchased or received tokens for use on TheGeniLab platform.
- **Service Provider (TheGeniLab)**: The owner and operator of TheGeniLab A.I. tools platform.
- **Plan**: The subscription model or token package purchased by the user, dictating the number of tokens available for use.

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3. **Token Usage Control**

3.1 **Allocation of Tokens**
Each user is allocated tokens based on their subscription plan or pre-paid token pack. Tokens are distributed as follows:
- Monthly subscription plans: Tokens are refreshed on a monthly basis, and unused tokens may expire depending on the plan terms.
- Pre-paid token packs: Tokens are available until fully consumed or the expiration period lapses (if applicable).

3.2 **Usage Monitoring**
TheGeniLab provides real-time monitoring of token usage via the user dashboard. Users can track the number of tokens consumed and remaining. The system will send automated alerts when the user reaches 75%, 90%, and 100% of their token limit.

3.3 **Token Limits**
Users cannot exceed their allocated tokens unless they purchase additional token packs. If the user's token balance reaches zero:
- Access to token-based services will be temporarily suspended until the user replenishes their balance.
- Users may purchase additional tokens via the platform's available payment methods.

3.4 **Token Expiration**
- Subscription-based tokens must be used within the billing period, and any remaining tokens will expire at the end of the month.
- Pre-paid tokens may have an expiration date as per the package purchased (e.g., 6 or 12 months from the purchase date). Expired tokens cannot be refunded or reinstated.

3.5 **Fair Usage Policy**
To maintain platform integrity and performance, TheGeniLab enforces a **Fair Usage Policy**. Excessive or abnormal token consumption (e.g., overloading the system or excessive requests) may result in temporary suspension or permanent termination of the account, depending on the severity of the breach.

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4. **Service Uptime and Availability**

TheGeniLab strives to provide 99.9% uptime for its platform. However, token-based services may be temporarily unavailable due to maintenance, upgrades, or unforeseen technical issues. The following outlines the availability commitments:
- **Planned Maintenance**: Users will be notified at least 48 hours in advance of any planned maintenance windows.
- **Unplanned Downtime**: In case of unplanned outages, TheGeniLab will restore services as soon as possible. Users will not be charged tokens for failed requests made during the downtime period.

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5. **User Responsibilities**

5.1 **Accurate Information**
Users must provide accurate account information and ensure that their billing details are up to date. Misuse or manipulation of the platform's services may lead to account suspension.

5.2 **Compliance**
Users are expected to comply with all usage policies, including this SLA and the **Terms of Service** of TheGeniLab platform. Any attempts to bypass token limits or use the platform for malicious purposes (e.g., generating harmful content) will result in termination of services without refund.

5.3 **Security**
Users are responsible for maintaining the security of their login credentials and protecting against unauthorized access to their accounts. Token usage by unauthorized parties due to a security breach on the user's side will not be refunded.

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6. **Token Reimbursement Policy**

6.1 **Platform Errors**
If token consumption occurs due to a platform error (e.g., service failure or incorrect deductions), TheGeniLab will investigate and may refund tokens to the user’s account within 7 business days.

6.2 **No Refunds for Unused Tokens**
Tokens purchased and unused during the validity period will not be refunded. However, users may contact support to review cases of accidental purchases or unforeseen circumstances.

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7. **Dispute Resolution**

In the event of a dispute regarding token usage or billing, users must contact TheGeniLab’s support team within 30 days of the issue. TheGeniLab will review the case and aim to resolve the issue within 14 business days.

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8. **Modifications**

TheGeniLab reserves the right to modify this SLA at any time. Users will be notified of any significant changes to token policies or terms at least 30 days in advance. Continued use of the platform after such modifications will constitute acceptance of the new terms.

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9. **Termination of Service**

TheGeniLab may terminate a user’s access to the platform if the user breaches any terms in this SLA, exceeds the allowable usage limits, or violates the platform’s **Terms of Service**. In cases of termination due to misuse, tokens will not be refunded.

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10. **Contact Information**

For questions or concerns regarding this SLA, users may contact TheGeniLab's support team via [support@thegenilab.com].