fremai Service Level Agreement

title: fremai Service Level Agreement author: fremverk date: 2026-08-13 version: “1.0” status: Published v1.0 lang: en #

Last updated: 2026-08-13

Effective Date: 2026-08-13 — Version: 1.0 (see the change log for the effective date of each amendment)

This Service Level Agreement (“SLA”) forms part of the Terms of Service between fremverk ApS and the Customer for the fremai service at fremai.eu. Enterprise contracts may set different or additional commitments in an ordering document; in case of conflict, the ordering document prevails.

1. Scope #

This SLA defines the availability commitment for fremai, how availability is measured, what is excluded, the service-credit remedies when the commitment is not met, and how the Customer claims credits.

2. Availability commitment #

2.1 Single-Backend dependency, stated openly #

fremai currently runs on a single EU-sovereign inference Backend (per DPA Annex B). A Backend outage means fremai inference is unavailable, so fremai’s availability tracks the Backend’s closely. fremverk accepts that dependency for now rather than over-building redundancy before product-market fit, and states it openly here and on the status and trust pages rather than leaving it for customers to discover.

fremverk carries that risk rather than passing it to the Customer. The commitment in §2.2 is end-to-end and a Backend outage counts as Downtime; it is not an excluded cause under §4. The Customer’s remedy does not depend on which layer failed.

2.2 Availability target #

fremverk commits to 99.5% Monthly Inference Availability for the in-scope surface defined in §3, measured calendar-monthly (first to last day of the month, UTC).

99.5% per calendar month allows approximately 3 hours 39 minutes of Downtime per month.

The commitment is measured end-to-end at fremai’s own endpoint, so it covers both fremverk’s proxy and control plane and the inference Backend behind it. fremverk carries the Backend’s availability risk on the Customer’s behalf: a Backend outage is fremai Downtime for the purposes of this SLA and is not an excluded cause under §5.

A second EU Backend remains planned, which will remove the present single-Backend dependency (see DPA Annex A.9). The 99.5% commitment applies now and does not wait for it.

3. In-scope surfaces #

The availability commitment (once set) applies to the inference data plane:

• Inference API — POST https://api.fremai.eu/v1/chat/completions, /v1/completions, /v1/embeddings, and the other OpenAI-compatible routes the Backend serves.

“Inference availability” means the fremai inference endpoint accepts an authenticated, well-formed, in-budget request and returns either a valid model completion or a valid streamed response — measured by synthetic probes (§4). A request that fails solely because of the Backend’s own unavailability is counted as fremai Downtime, and is remedied under §5 on the same terms as any other Downtime. The Customer does not need to establish which layer failed.

Out of scope (each best-effort and unmeasured under this SLA):

• Developer console at app.fremai.eu.
• Marketing site at www.fremai.eu and documentation at docs.fremai.eu.
• Identity / login surfaces.
• Status page at status.fremai.eu — independently surfaced for blast-radius isolation.
• Transactional email, payments, and invoicing — subject to the respective sub-processors' own availability.

4. Measurement #

• Availability is measured by synthetic external probes against the in-scope endpoint, reused from fremverk’s existing status/probe methodology (updown + Uptime-Kuma) per fremai’s internal design documentation, aggregated calendar-monthly (UTC).
• Live status and incident history are published at https://status.fremai.eu.
• Excluded from Downtime: scheduled maintenance announced at least 48 hours in advance on the status page; emergency maintenance needed to protect security or integrity; force majeure; Customer-caused errors (invalid requests, exhausted budget → 402, rate-limit 429, exceeded credit limit); and suspension for AUP breach or non-payment.

5. Service credits #

Service credits are the Customer’s sole and exclusive remedy for failure to meet the availability target in §2.2.

If Monthly Inference Availability for a calendar month falls below 99.5%, the Customer is entitled to a service credit against the next invoice:

Service credits are capped at 50% of the monthly Fees for the affected calendar month, regardless of the calculated amount. This schedule matches the one fremverk applies across its products, and the bands and cap are the same shape fremverk holds against its own Backend, so a shortfall is passed through on consistent terms rather than absorbed at a different rate at each layer.

Credits are applied against future Fees, are not redeemable for cash, and do not carry over beyond the term.

6. Claiming credits #

The Customer claims a credit within 30 days of the end of the affected month by contacting fremverk (support@fremai.eu) with the affected dates/times and, where available, the failing request identifiers. fremverk validates the claim against its probe records and applies any due credit to the next invoice or top-up.

7. Changes #

fremverk may update this SLA; material changes follow the notice procedure in Terms §8. The SLA is expected to be tightened (committed target set, beta label removed) when the Phase-2 second backend lands.

Change log #