Service Level Agreement

1. Availability commitment

BMETAL will use commercially reasonable efforts to make eligible production Services Available at least 99.99% of the time during each calendar month (the “Monthly Uptime Commitment”), measured as set out below. Reserved Capacity and managed inference endpoints designated as production are eligible. Beta, preview, evaluation, and free-tier offerings are not covered by this SLA.

2. Definitions

• “Available” means the eligible Service is reachable and able to process requests, as measured by BMETAL’s monitoring (and corroborated by Customer monitoring where reasonable).
• “Downtime” means a period in which the eligible Service is not Available, excluding Excluded Events.
• “Monthly Uptime Percentage” means total minutes in the calendar month, minus Downtime minutes, divided by total minutes in the month, expressed as a percentage.
• “Service Credit” means a credit calculated as a percentage of the monthly fees for the affected Service, applied to a future invoice.

3. Service credits

If the Monthly Uptime Percentage for an eligible Service falls below the Monthly Uptime Commitment in a given calendar month, you may request the following Service Credits:

Service Credits are your sole and exclusive remedy for any failure by BMETAL to meet the Monthly Uptime Commitment. Credits are non-refundable, have no cash value, and in any month will not exceed 50% of the fees for the affected Service for that month.

4. Excluded events

The Monthly Uptime Commitment does not apply to, and Downtime does not include, unavailability caused by:

• Scheduled or emergency maintenance for which we provide reasonable advance notice (where practicable).
• Factors outside our reasonable control, including force-majeure events and failures of the public internet or third-party networks beyond our edge.
• Customer’s equipment, software, configurations, or workloads, or actions or omissions of Customer or its end users.
• Suspension or termination of the Service in accordance with the Agreement or the Acceptable Use Policy.
• Beta, preview, evaluation, or free-tier features.

5. Maintenance

We perform routine maintenance to keep the Services secure and reliable. We aim to schedule maintenance that may affect availability during low-usage windows and to provide advance notice through our status channel. Emergency maintenance may be performed with shorter or no notice where necessary to protect the security or integrity of the Services.

6. Support and incident response

• We provide a status page and incident communications for production Services.
• Critical incidents (production Service unavailable) are triaged on a priority basis with continuous effort toward resolution.
• Specific support tiers, response times, and contacts may be set out in your Order Form or support plan.

7. How to claim a credit

To receive a Service Credit, submit a request to support@bmetal.ai within thirty (30) days after the end of the month in which the Downtime occurred, including the dates and times of the unavailability and any supporting logs. If we confirm the Monthly Uptime Percentage fell below the commitment, we will apply the applicable credit to a future invoice. Eligibility requires that your account be in good standing and current on payment.

8. Changes

We may update this SLA from time to time. Material changes that reduce the commitment will not apply to a committed term already purchased until renewal, except as required by law.