Enterprise Service Level Agreement

This Enterprise Service Level Agreement ("Enterprise SLA") supplements the standard Service Level Agreement ("Standard SLA") and applies to Customers who have entered into an enterprise Order Form or Enterprise Terms and Conditions with Frontal Labs, Inc. ("Frontal," "we," "us," or "our"). In the event of a conflict, the terms of an executed Order Form control over this Enterprise SLA, and this Enterprise SLA controls over the Standard SLA. Capitalized terms not defined here have the meanings given in the Terms of Service or the Standard SLA.

1. ENHANCED UPTIME COMMITMENT

1.1 For Enterprise Customers, Frontal commits to the following Availability:

1.2 Enterprise Availability applies to dedicated or isolated infrastructure deployed for Enterprise Customers. For Services running on shared infrastructure, Standard SLA Availability applies unless a higher commitment is specified in an Order Form.

1.3 Custom Availability commitments for specific Services, deployment configurations, or geographic regions may be specified in an Order Form.

2. ENHANCED SERVICE CREDITS

2.1 Enterprise Service Credits are calculated as follows:

2.2 Total Service Credits in any single calendar month are capped at 100% of the monthly Fees for the affected Services.

2.3 If Availability falls below 95.0% for two consecutive months or for any three months in a 12-month period, the Enterprise Customer may terminate the affected Services without penalty upon 30 days' written notice and receive a pro-rata refund of prepaid unused Fees for those Services.

3. MAINTENANCE

3.1 Scheduled Maintenance. We will provide at least 7 days' advance notice of Scheduled Maintenance. Scheduled Maintenance will not exceed 8 hours per month and will be conducted during a mutually agreed maintenance window outside of the Enterprise Customer's core business hours where reasonably possible.

3.2 Emergency Maintenance. Emergency Maintenance will not exceed 2 hours per month before it is counted as Downtime.

3.3 Maintenance Windows. Enterprise Customers may designate preferred maintenance windows in their Order Form. We will use commercially reasonable efforts to accommodate these preferences.

4. SUPPORT

Enterprise Customers receive enhanced support as described in the Support Terms and as specified in their Order Form, including:

• Priority support response times.
• Named support contact or Technical Account Manager where specified in the Order Form.
• Quarterly business reviews.
• Proactive monitoring and alerting for dedicated deployments.
• Access to beta features and product roadmap discussions where specified.

5. PERFORMANCE OBJECTIVES

In addition to Availability, Enterprise Customers may negotiate performance objectives specific to their use case in an Order Form, including:

• API response time latency percentiles.
• Model inference latency objectives.
• Data throughput or bandwidth commitments.
• Concurrent connection or request limits.
• Recovery Time and Recovery Point Objectives beyond those in the Data Backup and Recovery Policy.

Performance objectives are commercial commitments only and are not subject to Service Credits unless expressly stated in the Order Form.

6. REPORTING

6.1 Frontal will provide Enterprise Customers with monthly Availability reports within 15 days of the end of each calendar month.

6.2 Reports will include:

• Monthly Availability percentages by Service.
• Incident summary, including duration, impact, and root cause for any incident causing more than 5 minutes of Downtime.
• Scheduled Maintenance events and duration.
• Service Credit accruals, if any.

6.3 Enterprise Customers may integrate Frontal's status and monitoring APIs into their own monitoring systems.

7. CUSTOMER RESPONSIBILITIES

Enterprise Customers must:

• Designate qualified technical contacts responsible for managing the Enterprise Customer's use of the Services.
• Configure Services in accordance with Frontal's recommended architecture and best practices, including multi-region or multi-AZ configurations where applicable.
• Implement appropriate error handling, retry logic, and failover mechanisms in applications using the Services.
• Participate in testing of disaster recovery and failover procedures as reasonably requested by Frontal.
• Maintain current payment status and valid payment method on file.

8. TERM AND TERMINATION

8.1 This Enterprise SLA applies during the term of the Enterprise Customer's Order Form and any renewal terms.

8.2 If the Enterprise Customer's Order Form expires or is terminated and the Customer continues using the Services under a standard plan, the Standard SLA applies.

9. CONTACT

Enterprise SLA inquiries: enterprise@frontal.dev

Frontal Labs, Inc. 131 Continental Drive, STE 305 Newark, DE 19713 United States of America