Service Level Agreement

Version 2026-10-14 · Effective 14 October 2026 · Part of the Terms of Service

1. 1. Who this covers
2. 2. Words used here
3. 3. Availability
4. 4. What doesn't count as downtime
5. 5. Maintenance
6. 6. Item guarantee
7. 7. Queue and processing times
8. 8. Support
9. 9. Service credits
10. 10. Data and security
11. 11. Status and communication
12. 12. Limits of this SLA

1. Who this covers

This SLA applies to accounts on a paid plan (Starter, Plus, Pro) that are in good standing (paid up, not on hold). The item guarantee in section 6 applies to every item that was paid for, on any plan. The Free plan, free previews, items given for free and accounts in an invite-only beta without a paid plan get the same care from us, but without the availability commitment or service credits.

A separate written deal ("Get in touch") may set different levels; it then wins for what it covers.

2. Words used here

• Studio: the hosted Kanki3D studio at studio.kanki3d.com.
• Downtime: a period of at least 5 minutes in a row when, because of a fault on our side, you can't sign in, the studio doesn't load, your vault can't be opened, or new jobs can't be started or downloaded.
• Monthly availability: (minutes in the calendar month − downtime minutes) ÷ minutes in the month × 100, measured in UTC by our monitoring and checked against your report.
• Business day: Monday to Friday, excluding public holidays where we are based. Business hours: 09:00–18:00 US Central Time.

3. Availability

We commit to a monthly availability of at least 99.0 % for the studio. That allows about 7 hours 18 minutes of downtime in a 30-day month, not counting what section 4 excludes.

4. What doesn't count as downtime

• Planned maintenance announced as in section 5.
• Waiting in the queue, while the studio itself works (see section 7).
• Hosting, network, payment or Google sign-in outages that we can't reasonably work around. Jobs held up by them wait and continue, or their item is returned.
• Problems with your device, browser, network, extensions or Google account.
• An account on hold, blocked by the abuse monitor, over a plan limit, or misusing the Service.
• Features marked beta, test or preview.
• Events outside our reasonable control (attacks, power or internet failures, natural disasters, government action).
• FiveM, Cfx.re or Rockstar services, game updates or server-side problems on your FiveM server.

5. Maintenance

• We announce planned maintenance at least 24 hours before, on our Discord.
• We aim to keep it under 4 hours a month, at quiet times.
• Before a restart, the studio stops taking new jobs and lets running ones finish; jobs still waiting continue afterwards.
• Urgent security fixes may need maintenance with less notice. If that maintenance isn't announced 24 hours before, it counts as downtime.

6. Item guarantee

Automatic

If making an item fails on our side, at any point, the item used for it (or the free preview, or the revision for a failed redo) is returned automatically, also after a server restart. You don't need to ask.

On request

If an item you made doesn't work in FiveM because of a defect on our side, for example:

• the .ydd or .ytd doesn't load, or crashes the client, on a standard FiveM server;
• the item is invisible, or has missing or scrambled textures in game;
• the rig is broken (parts stretch, spike or stay behind when the ped moves);
• the files are missing from the download;

tell us in a Discord ticket within 14 days of the download, with the item name and a screenshot or short clip. We then, at our choice, repair or rebuild it, or give the item back. Rebuilds don't use another item.

Not covered: how closely the item looks like the photo once you approved the front preview (use a revision or a new item for that); clipping that the fitting tools can fix; changes you made to the files; conflicts with other resources, your server's setup or a custom ped we didn't prepare; and game or platform updates after you downloaded the item.

7. Queue and processing times

• Jobs are taken in order, with the head start for higher plans shown on the pricing page. The studio shows your place in line and an estimate.
• A garment's front preview usually takes a few minutes and a finished 3D item about 10 to 20 minutes once its turn comes. These are typical times, not commitments: load, the item and the queue change them.
• If a job is stuck for more than 24 hours because of us, tell us: we finish it or return its item.

8. Support

Support is through a ticket on our Discord (fastest) or by email at [email protected]. Times are for the first human answer, counted in business hours.

We aim to solve problems, not just answer them, but a fix may take longer than the first answer. Help with your own server, other resources or general FiveM questions is best effort.

9. Service credits

If monthly availability falls below 99.0 %, you can claim bonus items for that month, counted on your plan's monthly items:

• Fractions round up. Yearly plans count their monthly items.
• Claim in a Discord ticket within 30 days after the month ends, with the dates and times you saw the problem. We confirm against our monitoring and add the items within 5 business days.
• Bonus items work like bought items and expire 12 months after they are given. They have no cash value.
• Credits for one month never exceed 50 % of that month's plan items.
• No credits are due while the account is behind on payment or on hold.

10. Data and security

• Your files are kept private to your account; the studio checks ownership on every file it serves.
• We take reasonable steps to keep the vault safe, but we don't guarantee that every file can be recovered after a failure. Keep your own copies of every download. Downloads you saved stay usable under your licence whatever happens to the studio.
• If a security incident affects your personal data, we tell you without undue delay, and within 72 hours of learning about it where the law requires.
• If the Service closes, we give at least 30 days to download your items (Terms, section 14).

11. Status and communication

• Outages, maintenance and fixes are posted on our Discord.
• For an outage longer than 1 hour, we post an update at least every 2 hours during business hours until it is fixed, and a short summary afterwards.

12. Limits of this SLA

Service credits and the item guarantee are your only remedies for missed availability or for an item not working in game, as far as the law allows. They don't limit your statutory rights as a consumer. Everything else, including liability limits, is in the Terms of Service. We may update this SLA as described in section 18 of the Terms; a change never lowers a level for a period you have already paid for.