Service Level Agreement

This Service Level Agreement ("SLA") sets forth the service level commitments of Frontal Labs, Inc. ("Frontal," "we," "us," or "our") for the Services. This SLA is incorporated into the Terms of Service. Capitalized terms not defined here have the meanings given in the Terms of Service. Enterprise Customers may have different SLA terms under an Order Form or the Enterprise Service Level Agreement. This SLA applies to paid subscription plans. Free tier, free trial, and beta Services are excluded from SLA coverage.

1. DEFINITIONS

1.1 "Availability" or "Uptime" means the percentage of time the covered Services are available for access and use by Customers during a calendar month, calculated as:

Availability = (Total Minutes - Excluded Minutes - Downtime Minutes) / (Total Minutes - Excluded Minutes) x 100

1.2 "Downtime" means any period during which the covered Services are not available for access and use, as measured by our monitoring systems. Downtime does not include Excluded Downtime.

1.3 "Excluded Downtime" means any period during which the Services are unavailable due to:

• Scheduled Maintenance for which we provided at least 24 hours' advance notice.
• Emergency Maintenance (not exceeding 4 hours per month).
• Force majeure events as described in the Terms of Service.
• Failures, unavailability, or errors of Customer systems, applications, networks, or internet connectivity.
• Customer's breach of the Terms of Service, including non-payment.
• Suspension of Services in accordance with the Terms of Service.
• Customer's use of Services not in accordance with the Documentation.
• Third-Party Service failures, including failures of AI model providers, cloud infrastructure providers (subject to Section 3), and Third-Party Services.
• Beta, early access, or experimental features.
• Attacks or malicious acts by third parties not caused by Frontal's failure to implement reasonable security measures (e.g., DDoS attacks, zero-day exploits).

1.4 "Excluded Minutes" means the total minutes in the month attributable to Excluded Downtime.

1.5 "Emergency Maintenance" means maintenance required to address a security vulnerability, prevent imminent service degradation, or respond to an operational emergency.

1.6 "Scheduled Maintenance" means planned maintenance announced in advance.

1.7 "Service Credit" means a credit applied to Customer's Account for future use of the Services, calculated as a percentage of the monthly Fees for the affected Services.

2. UPTIME COMMITMENT

2.1 Frontal commits to the following Availability for the core Services:

2.2 AI Platform Routing SLA. The Frontal AI Gateway, including request routing, authentication, rate limiting, and the gateway API itself, is covered by the Availability commitment in Section 2.1. Third-party AI model provider availability (i.e., whether Anthropic, OpenAI, Google, Mistral, or other model providers are operational) is excluded from this SLA. If one model provider is unavailable, the AI Gateway routes requests to alternative providers where configured. The gateway routing layer, fallback logic, and API endpoints managed by Frontal are within scope; the underlying model provider endpoints are not.

2.3 Measurement. Availability is measured monthly on a calendar-month basis. Measurement begins on the first day of the first full calendar month of a paid subscription and is calculated at the end of each calendar month.

2.4 Monitoring. Frontal monitors Availability using internal and external monitoring systems. Our measurements are used for SLA calculation and are final, subject to a reasonable dispute process.

3. CLOUD INFRASTRUCTURE PROVIDER FAILURES

This SLA covers Frontal's platform. Infrastructure failures at the cloud provider level (AWS, GCP, Azure) that cause Downtime are considered Excluded Downtime if: (a) the failure affects a broader set of the provider's customers beyond Frontal; and (b) Frontal's platform is not the cause. Frontal designs the platform for resilience against individual availability zone failures, and Downtime resulting from a single availability zone failure is not excluded.

4. SERVICE CREDITS

4.1 If Frontal fails to meet the Availability commitment in a calendar month, Customers may request Service Credits as follows:

4.2 Service Credits are calculated as a percentage of the monthly recurring Fees for the affected Services. For usage-based Services, the monthly Fee is the amount billed for the affected Service during the month in which the SLA was not met. Service Credits do not apply to one-time Fees, professional services Fees, or domain registration Fees.

4.3 Total Service Credits in any single calendar month are capped at 50% of the monthly Fees for the affected Services. Service Credits may not exceed 100% of monthly Fees in any 12-month period.

4.4 Service Credits are applied as a credit against future Fees. Service Credits are not refundable and have no cash value. Any unused Service Credits expire upon termination of the Account.

4.5 Service Credits are your sole and exclusive remedy for Frontal's failure to meet the Availability commitment, except as otherwise provided in the Terms of Service for material or persistent failure.

5. CREDIT REQUEST PROCEDURE

5.1 To request Service Credits, you must contact billing@frontal.dev within 60 days of the end of the calendar month in which the SLA was not met. Your request must include:

• Your Account identifier.
• The calendar month and affected Services.
• A description of the Downtime, including dates, times, and duration.
• Any evidence supporting your claim (e.g., monitoring logs, error messages).

5.2 We will review your request and respond within 30 days. We may compare your claim against our monitoring data. If our data shows Availability above the SLA threshold, we will provide the data supporting our determination. In the event of a conflict between our monitoring data and your data, the parties will cooperate in good faith to reconcile the discrepancy. If reconciliation is not possible, Frontal's monitoring data will control, provided Frontal makes available the methodology and records used to produce that data.

5.3 If we confirm an SLA miss, Service Credits will be applied to your Account within 60 days.

5.4 Claims must be submitted within the 60-day period to be eligible for Service Credits for that month.

6. EXCLUSIONS

This SLA does not apply to:

• Free tier, free trial, or evaluation Accounts.
• Beta, early access, or preview features.
• Services expressly designated as "no SLA" or "best effort" in the Documentation.
• Domain registration, domain name system, or domain-related services (which depend on third-party registries and registrars).
• Professional services, consulting, or custom development.
• Performance or availability issues caused by the Customer exceeding documented limits, quotas, or rate limits.
• Performance or availability of Third-Party Services, including third-party AI models not hosted by Frontal.
• Disputes if your Account has outstanding unpaid invoices, except for amounts disputed in good faith under the invoice dispute process in the Billing Terms.

7. STATUS AND MONITORING

Frontal maintains a public status page at https://frontal-status.com that reports current Service status and incident history. We update the status page during incidents, including information about the scope of the incident, affected Services, and estimated time to resolution. The status page is not a substitute for incident notifications under our Support Terms or the DPA.

8. CHANGES

We may modify this SLA from time to time. Material changes take effect 30 days after notice in accordance with the Terms of Service. SLA changes do not apply retroactively.

9. CONTACT

Frontal Labs, Inc. 131 Continental Drive, STE 305 Newark, DE 19713 United States of America Email: billing@frontal.dev Status Page: https://frontal-status.com