---
title: "Service Level Agreement · Frazer"
description: "Frazer’s service level for the console and API, how uptime is measured from Frazer’s own probes, the credits you receive automatically when it is missed, and the maintenance-window promise."
url: https://frazer.ai/legal/sla
index: https://frazer.ai/llms.txt
tokens: 2040
---

> For agents: every page on frazer.ai is indexed at https://frazer.ai/llms.txt.

# Service Level Agreement · Frazer

Legal · Service Level Agreement Version 1.0 · Oct 15, 2026

# Service Level Agreement  
Uptime, and credits without a claim.

When Frazer misses a service level, you should not have to notice, measure and file a claim. We measure uptime with our own probes, and the credit lands on your next invoice by itself.

Version

1.0

Effective

October 15, 2026

Applies to

Paying customers

Provider

Frazer AI LLC, a Florida limited liability company

Address

1221 Brickell Ave, Ste 900, Miami, FL 33131

Text

[Markdown](https://frazer.ai/legal/sla.md) · [History](#history)

In short A reading aid, not the text

## The main points, in plain words.

-   The Frazer console and API are up at least **99.9%** of every month, in every region.
-   Uptime comes from our own probes and request logs. **No claim to file**: a credit of 10, 25 or 50 percent is applied to your next invoice automatically.
-   Disruptive maintenance on your resources happens only inside your maintenance window. If we break that, you get a credit too.
-   Servers you bring, free plans and other companies’ services are not covered.

The text · version 1.0 October 15, 2026

## The full text

1.  [1\. What this agreement covers](#1-what-this-agreement-covers)
2.  [2\. The service level](#2-the-service-level)
3.  [3\. How we measure uptime](#3-how-we-measure-uptime)
4.  [4\. Service credits](#4-service-credits)
5.  [5\. Credits are automatic](#5-credits-are-automatic)
6.  [6\. What does not count](#6-what-does-not-count)
7.  [7\. Maintenance windows](#7-maintenance-windows)
8.  [8\. Your remedy](#8-your-remedy)
9.  [9\. Changes](#9-changes)

## 1\. What this agreement covers

This Service Level Agreement is part of the [Terms of Service](https://frazer.ai/legal/terms). 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](mailto: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.

History 1 version

## Every version, and what changed.

Before a change that matters to you takes effect, we email owners and billing contacts 30 days ahead and list it on [the legal page](https://frazer.ai/legal). Earlier versions stay online.

Service Level Agreement · versions

| Version | Effective | What changed |
| --- | --- | --- |
| 1.0 | Oct 15, 2026 | First published service level agreement. |

## How to reach us

-   Legal questions and notices [legal@frazer.ai](mailto:legal@frazer.ai)
-   Security and vulnerabilities [security@frazer.ai](mailto:security@frazer.ai)

## Documents

-   [**Legal** Every document, its version and history](https://frazer.ai/legal)
-   [**Terms of Service** The agreement for using Frazer](https://frazer.ai/legal/terms)
-   [**AI Terms** Agents, models, outputs, and no training](https://frazer.ai/legal/ai)
-   [**Service Level Agreement** Uptime, and credits without a claim](https://frazer.ai/legal/sla)
-   [**Data Processing Addendum** Signed in the console; no sales call](https://frazer.ai/legal/dpa)
-   [**Privacy Policy** No cookies, no third-party trackers](https://frazer.ai/legal/privacy)
-   [**Acceptable Use Policy** What may and may not run on Frazer](https://frazer.ai/legal/acceptable-use)
-   [**Community Guidelines** Public repositories, models and discussions](https://frazer.ai/legal/community)
-   [**Copyright and DMCA** Takedown notices and counter notices](https://frazer.ai/legal/copyright)
-   [**Law enforcement** How we answer requests for user data](https://frazer.ai/legal/law-enforcement)
-   [**Vulnerability disclosure** Scope, safe harbor and response times](https://frazer.ai/legal/vulnerability-disclosure)
-   [**Sub-processors** Every company that processes your data, why, and where](https://frazer.ai/legal/subprocessors)
-   [**Data locations** Where each product stores data, per region](https://frazer.ai/legal/data-locations)
-   [**Email senders** The only addresses Frazer mails from, against phishing](https://frazer.ai/legal/email-senders)
-   [**Security notices** Vulnerability notices by email and RSS](https://frazer.ai/security/notices)