1. What this agreement covers
This Service Level Agreement is part of the Terms of Service. It applies to customers who pay for Frazer, from the first full calendar month in which they do. Words with a capital letter mean what the Terms say they mean.
An order form can add service levels for other services, or set higher ones. Where it does, the order form applies.
2. The service level
| Covered service | Monthly uptime |
|---|---|
| The Frazer control plane in a region: the console, the API, the CLI’s and MCP server’s calls to it | 99.9% |
The control plane is what you use to create, change and watch resources. Workloads keep running while it is down, and on servers you bring they do not depend on it at all.
3. How we measure uptime
- Probes. Every minute, Frazer’s probes call the control plane of each region from at least three locations, over IPv4 and IPv6.
- A down minute is a minute in which the probes in two or more locations cannot complete a successful call, or in which more than 5% of the valid requests your organization sends to the control plane fail with a server error.
- Monthly uptime is the share of minutes in the month that were not down minutes for your organization, after the exclusions in section 6.
We compute it for your organization after the month ends, from the same probes and request logs that drive our own alerts. The status page shows incidents as they happen.
4. Service credits
| Monthly uptime | Credit, as a share of eligible charges |
|---|---|
| 99.0% up to, but not including, 99.9% | 10% |
| 95.0% up to, but not including, 99.0% | 25% |
| Below 95.0% | 50% |
Eligible charges are your charges for that month for Frazer’s services in the affected region, not counting model usage billed at a third party’s price, hardware you bought, one-time fees and taxes.
5. Credits are automatic
You do not need to file anything. When a month closes, we compute each organization’s uptime. If a service level was missed, we apply the credit to your next invoice and email the billing contacts and owners with the measurement behind it.
If you think we measured wrong, write to support@frazer.ai within 30 days of the email, with what you saw. We review it with you and correct the credit if we were wrong.
Credits are not cash and cannot be transferred. The total credit for one month, for all reasons in this agreement, is at most 50% of that month’s eligible charges.
6. What does not count
These do not count as down minutes, and are not covered:
- servers you bring, their hardware, power, network and provider, and workloads that run on them;
- your own workloads, configuration, code and agents, and anything caused by your actions, such as a budget cap you set pausing resources, a quota, or a change you approved;
- free plans, free allowances, and features we label as experimental;
- services of other companies that Frazer connects to, such as model providers, code hosts for GitHub runners, and cloud accounts you connect;
- a suspension under the Terms, for example for non-payment or a violation of the Acceptable Use Policy;
- events beyond our reasonable control, as the Terms describe them, unless better design or operation on our part would have avoided them.
7. Maintenance windows
You choose a maintenance window for your resources. Frazer does disruptive maintenance on them, such as a restart, a host move or an upgrade that interrupts a workload, only inside that window, and gives notice of planned work on a host at least 7 days ahead.
The only exception is an emergency security fix we must make at once. We then tell you what we did and why as soon as we can.
If we disrupt a resource outside its window for any other reason, you receive a credit of 10% of that month’s charges for that resource, applied automatically like the others.
8. Your remedy
Service credits are your only remedy for a missed service level in this agreement. They do not limit your other rights under the Terms, for example if we break another promise in them.
9. Changes
We may raise a service level at any time. We will not lower one during the term of an order form you signed, and for other customers we announce any change 30 days ahead.