This SLA applies only when a signed business Order expressly incorporates it and identifies the covered production components. It does not apply to an ordinary subscription.
1. Covered service and exclusions from scope
This Service Level Agreement (SLA) supplements the Master Terms and Business Services Schedule only for the production components named in the accepted Order. Possible covered components are the Frameleaf account-control API, relay-session establishment service, managed backup credential service and, only if expressly included, the contracted object-storage read and write endpoints. Naming Frameleaf Cloud generally is insufficient; the Order must identify which components and endpoints are covered.
Frameleaf does not currently provide operational Library hosting. Customer servers, local databases, home or business networks, independently selected hosting, device background uploads, local AI and preview or beta services are outside scope. GPU queue completion, restoration of an entire library, data durability, recovery-point age and recovery-time objectives are not covered by an API-availability percentage unless separately and specifically contracted.
2. Monthly availability commitment
For each named covered component, Frameleaf will provide 99.9% Monthly Availability during a calendar month. Monthly Availability equals 100 multiplied by the total eligible minutes minus unavailable eligible minutes, divided by total eligible minutes. A partial first or final month includes only the contracted period. Overlapping failures of the same component are counted once.
A component is Unavailable for a minute when valid requests to its covered production endpoint cannot substantially perform the contracted core operation because of an error within Frameleaf’s responsibility, as demonstrated by service monitoring or reasonable customer evidence. The measurement must include sustained failures to establish relay sessions or perform eligible backup reads or writes, as applicable; a successful login does not prove a failed backup read API is available. Normal quota rejection, invalid credentials and customer-generated malformed requests are not covered failures.
Frameleaf will maintain monitoring proportionate to the commitment and provide a reasonable incident or monthly measurement summary on request. Customer evidence will be considered rather than rejected solely because Frameleaf’s own monitor missed the event.
3. Permitted measurement exclusions
Excluded minutes are limited to: customer-controlled systems or internet conditions outside Frameleaf’s selected infrastructure; customer instructions or unauthorized interference that actually caused the outage; necessary customer-requested maintenance; a lawful, proportionate suspension attributable to Customer’s material breach; and scheduled maintenance satisfying Section 4. An exclusion applies only to the period and component actually affected by that cause.
A routine failure of a Frameleaf-selected infrastructure provider is not automatically excluded as a third-party event. Frameleaf’s preventable failure to maintain or pay for its own infrastructure is not excluded. Force majeure is assessed under the Master Terms and does not remove mandatory remedies or duties to mitigate. If a cause affects availability only partly, the exclusion must not conceal an independently attributable covered failure.
4. Maintenance
Planned maintenance excluded from measurement must be announced at least 72 hours in advance, identify the affected component and window, and not exceed four hours per component in a calendar month. Excess planned-maintenance minutes count toward availability. Frameleaf will use reasonable efforts to minimize disruption and avoid unnecessary impact on active restores.
Emergency security maintenance may occur without ordinary advance notice where reasonably necessary. It is not automatically excluded from the calculation merely because labeled emergency maintenance; the parties will assess the actual cause under the agreed exclusions. Notice and restoration updates will be provided as reasonably possible.
5. Service credits
If a covered component’s Monthly Availability is below 99.9% but at least 99.0%, the service credit is 5% of the affected component’s monthly recurring fee. Below 99.0% but at least 95.0%, the credit is 15%. Below 95.0%, it is 30%. These levels are alternatives, not cumulative tiers. Annual prepaid fees are divided by twelve for this calculation; the Order must allocate a reasonable component fee where pricing is bundled.
Credits for the same component and month do not exceed 30% of its monthly recurring fee. Distinct components may qualify on their allocated fees without counting the same fee twice. Credits apply to a future invoice or, if the affected contract has ended and no invoice remains, are refunded through the appropriate payment channel. A credit is not forfeited merely because a customer properly terminates a materially failed service.
6. Request procedure and chronic failure
Customer should submit a request within 30 days after the affected month, identifying times, component, account and supporting evidence without private keys. Frameleaf will reasonably consider a late request where its own records establish the failure or delay was justified; the request period does not shorten a statutory limitation period. Frameleaf will respond with its determination and calculation within 30 days after receiving reasonably sufficient information.
If the same covered component falls below 99.0% in two consecutive months or three months in a rolling six-month period, Customer may terminate that affected component by notice within 30 days after learning of the qualifying repeated failure and receive unused prepaid fees, in addition to earned credits. Contracted export and retrieval protections remain available.
7. Relationship to other remedies
Service credits are the ordinary contractual remedy solely for a shortfall in the numerical availability commitment, subject to the chronic-failure right. They do not replace remedies for a separate breach involving data loss, security, confidentiality, deletion, promised retention, fraud or non-excludable legal duties. The Master Terms’ liability provisions apply to those separate claims. No double recovery is permitted for the same loss, but a small API credit cannot be used to erase a separate backup-preservation obligation.
This SLA does not adopt an upstream provider’s availability or durability representation as Frameleaf’s own. A binding recovery-time objective, recovery-point objective, tested restore service or immutable-retention service requires a separate written specification and price. An Order lacking those terms does not obtain them by implication.
8. Contacts and changes
Submit SLA requests to [email protected] with the business Order identifier. Material changes require agreement for the existing contracted term rather than unilateral reduction through a website update. Frameleaf, Inc., 14 Wall Street, Suite 2000, New York, NY 10005, United States, is the supplier under this SLA unless the signed Order expressly identifies another supplier.
Telephone: +1 (332) 287-1911.