Question 1

Why is BYO-key required on Starter?

Accepted Answer

Starter is the pure-margin entry tier: you bring your OpenAI / Anthropic / OpenRouter + Modal keys, so Kitrus's compute cost is approximately zero and the $99 / mo is the governance + substrate + reasoning layer. This keeps Starter sustainable as a single-developer entry point and prevents one heavy user from blowing up the unit economics. Pro and Scale make BYO-key optional — if you'd rather not manage an LLM provider, you can run hosted with PAYG overage.

Question 2

How are "queries" and "builds" actually metered?

Accepted Answer

Under the marketing labels ("100 queries / mo"), the meter is credits — proportional to actual compute. A reasoning query ≈ 1 credit. A light compute step (Boltz fold, ChEMBL lookup) ≈ 2 credits. A generative-design campaign ≈ 150 credits. You see the credit cost before each run. Tiers include a credit allowance shown in marketing-friendly approximation; overage on Pro / Scale bills at $1 / credit PAYG rates.

Question 3

Why are generative-design tools (RFdiffusion, Boltz generative campaigns, docking sweeps) gated behind KYC?

Accepted Answer

Two reasons: (a) safety — generative biology has real dual-use exposure that anonymous self-serve at scale cannot responsibly host, and (b) unit economics — a single generative-design run can cost 100–300× a reasoning query in compute. Verified-org KYC keeps both contained. Reasoning + retrieval + light compute is fine on anonymous self-serve.

Question 4

How do I pick between BYO-AI and PAYG?

Accepted Answer

BYO-AI is best if you already use OpenAI / Anthropic and want predictable monthly cost + your own AI provider relationship. PAYG is best if you want zero commitment and don't want to manage an LLM provider — Kitrus handles it all, you just buy credits.

Question 5

What's the "Startup / Lab" tier and who's it for?

Accepted Answer

The missing middle. Startup / Lab is the recurring tier between self-serve Scale and a full Team Licence — for lean biotechs and academic labs that outgrow Scale but aren't ready for a full Team Licence yet. Annual contract, BYO-compute orchestration, KYC for design tools, modest CSM hours, 30-day pilot included. Pricing is scoped on the call.

Question 6

What happens if I hit my tier credit allowance?

Accepted Answer

Pro and Scale: overage bills at $1 / credit PAYG rates automatically (no surprise stops). Starter: hard block until next billing cycle or upgrade — Starter is the entry tier and we want you to upgrade if you're consistently exceeding it. Notification at 80% and 100% in all cases.

Question 7

Can I switch between BYO-AI and PAYG?

Accepted Answer

Yes, anytime on Pro and Scale. Your data, API keys, and saved reasoning traces move with you. Starter is BYO-only.

Question 8

What's the SLA on self-serve tiers?

Accepted Answer

Best-effort 99% uptime on Starter / Pro / Scale / PAYG, no contractual SLA. Startup / Lab and Team / Business include best-effort 99.5%. Enterprise has a contractual 99.9% SLA with named response times.

Question 9

Is my data shared with other customers?

Accepted Answer

No. Customer data is row-level isolated at the database layer; reasoning runs are per-customer; outputs and audit logs are private to your account.

Question 10

What's the refund policy?

Accepted Answer

Self-serve subscriptions: cancel anytime, no refund on the current month. PAYG credits: non-refundable but valid for 12 months. Pilot and sprint engagements: refundable in full if the success criteria you define at kickoff aren't met by the week-6 gate.

Question 11

Can I get a discount for annual billing?

Accepted Answer

Yes — annual billing is ~17% off the monthly rate (10 months for 12) on Pro and Scale. Starter is monthly-only. Startup / Lab and above are annual by default.

Built for you, your team, or your org.

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Built for you, your team, or your org.

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Clinical

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