Question 1

Where is my data processed?

Accepted Answer

All inference runs on NVIDIA RTX 6000 GPUs located in the EU (Germany). No prompt or completion data is forwarded to non-EU jurisdictions unless you explicitly enable BYOK routing to a US-jurisdiction provider, in which case the connection is documented in your AVV.

Question 2

Can I bring my own OpenAI / Anthropic key?

Accepted Answer

Yes, on the Enterprise plan. We proxy the request to your chosen upstream while still applying SIMO PII redaction, rate limiting, and audit logging. You pay the upstream provider directly; we add no markup.

Question 3

Is there vendor lock-in?

Accepted Answer

No. The API surface is the OpenAI Chat Completions and Embeddings specification. You can repoint your client to any other OpenAI-compatible provider by changing one base URL.

Question 4

What is your cancellation policy?

Accepted Answer

Monthly plans cancel at the end of the current billing month. Annual prepay (10 % discount) cancels at the end of the year. No early-termination fees.

Question 5

Do you offer an SLA?

Accepted Answer

Yes. 99.5 % monthly availability for Professional and Enterprise plans, with credit refunds for breaches. Full text at /de/sla per locale.

Question 6

Can I run SIMOSphere on premise?

Accepted Answer

Yes, the inference layer is licensed under BSL-1.1 and can be deployed inside your VPC or air-gapped environment. Contact hello@simo-online.com for the on-prem licensing terms.

Question 7

How do I export my data?

Accepted Answer

GDPR Art. 20 data portability is supported. Request a structured export via the dashboard or hello@simo-online.com; we deliver JSON within 30 days at no charge.

Question 8

How do I get support?

Accepted Answer

Email hello@simo-online.com. Professional plan: best-effort response within one business day. Enterprise plan: contractual response time per the AVV.

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