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Service Level Agreement
Our uptime commitments, support tiers, and credit schedule. Effective from Cloud GA launch.
Uptime Commitments by Plan
Pro
€19/seat/moUptime SLA
99.0%
Support
8×5 forum support
Response Time
< 24h response
Team
€49/seat/moUptime SLA
99.5%
Support
8×5 email + Slack/Teams
Response Time
< 4h response
Enterprise
CustomUptime SLA
99.9%
Support
24×7 phone + email
Response Time
< 1h P1 response
SLA Credit Schedule
If monthly uptime falls below your plan's SLA, credits are applied automaticallyto your next invoice. You don't need to ask.
| Below SLA by | Credit Applied | Example (€49/mo Team) |
|---|---|---|
| 0.1% | 10% | €4.90 credit |
| 0.2% | 20% | €9.80 credit |
| 0.5% | 50% | €24.50 credit |
| 1.0%+ | 100% | €49.00 credit |
How We Measure Uptime
Measurement period: Calendar month (1st 00:00 UTC → last day 23:59 UTC)
Monitored endpoints: /health on Cloud Engine, Cloud Eval, Cloud Registry
Check interval: Every 60 seconds from 3 geographic probes (EU, US, APAC)
Downtime definition: 3 consecutive failed checks (= 3 minutes of confirmed downtime)
Exclusions: Scheduled maintenance (announced ≥ 72h in advance), force majeure, customer-caused issues
Transparency: Monthly uptime published at status.frootai.dev
What "GA" means
- ✓ SLA commitments are contractually binding
- ✓ API stability — no breaking changes without 90-day deprecation notice
- ✓ Third-party pen test completed with 0 critical/high findings
- ✓ Backup + restore tested quarterly (RTO < 4h, RPO < 1h)
- ✓ On-call rotation active 24/7 for Sev-1 incidents
- ✓ GDPR Article 17 + 20 compliance (data deletion + export)
- ✓ SOC 2 Type I in progress