Service Level Agreement

Last updated: June 18, 2026

This Service Level Agreement ("SLA") applies only to subscriptions to the Boardwalk platform (the "Service") that expressly include SLA coverage in the applicable plan description or Order Form. It is part of our Terms of Service for covered subscriptions and applies in addition to any specific service-level terms in your Order Form. The SLA does not apply to the Free plan, to standard Team subscriptions unless stated in the plan description, to beta or preview features, or to any portion of the Service that Customer self-hosts.

1. Uptime commitment

Robot Networks will use commercially reasonable efforts to make the Service Available, measured monthly in calendar months, at the following targets:

• Covered Enterprise subscriptions: 99.9% Monthly Uptime Percentage, unless a different target is specified in the Order Form.

2. Definitions

• "Available"means the Service's production REST and MCP APIs accept and respond to properly authenticated requests, and the Service accepts and dispatches workflow runs, within the published functional specification, excluding requests that fail solely due to Excluded Events.
• "Downtime"means any minute, in aggregate across the calendar month, during which the Service is not Available, as measured by Robot Networks's monitoring systems. Partial-minute outages round up to the next full minute.
• "Monthly Uptime Percentage" means (Total Minutes in Month minus Downtime) divided by Total Minutes in Month, expressed as a percentage.
• "Excluded Events" are listed in Section 5.

3. Service credits

If the Monthly Uptime Percentage in any calendar month is below the applicable target, Customer is eligible for a service credit against the next monthly subscription invoice for that subscription, calculated as a percentage of the monthly subscription fees for the affected Service:

• Below the target, but at or above 99.0%: 10% credit.
• Below 99.0%, but at or above 95.0%: 25% credit.
• Below 95.0%: 50% credit.

Service credits are Robot Networks's sole and exclusive remedy, and Customer's sole and exclusive remedy, for any failure to meet the SLA. Credits do not entitle Customer to a refund or other payment from Robot Networks, are not transferable, and may not exceed Customer's monthly subscription fees for the affected Service in the month in which the Downtime occurred. Metered usage fees (including compute runtime and model usage) are not eligible for service credits.

4. Claim procedure

To receive a service credit, Customer must submit a written request to support@boardwalk.sh within 30 days after the end of the calendar month in which the Downtime occurred. The request must include:

• The dates and approximate UTC timestamps of each Downtime period.
• Affected run IDs, organization name, and any error messages or request IDs.
• Logs or other evidence supporting the claim, where available.

Robot Networks will review the request in good faith using its own monitoring records. If the claim is verified, Robot Networks will apply the service credit within two billing cycles. Failure to submit a request within the 30-day window waives Customer's right to a service credit for that month.

5. Excluded Events

The following are not counted toward Downtime and do not give rise to service credits:

• Scheduled maintenance announced at least 48 hours in advance.
• Emergency maintenance to address a security vulnerability or imminent risk to the Service.
• Force majeure events (Section 17 of the Terms of Service).
• Issues caused by Customer's workflows, code, configurations, or actions, or by users acting through Customer's account.
• Issues caused by services, networks, or systems not operated by Robot Networks, including third-party network connectivity, the language-model providers a workflow calls (whether managed or brought by Customer), and Customer's own infrastructure.
• Throttling or denial of service that results from Customer exceeding documented rate limits or spend caps, or violating the Acceptable Use Policy.
• Beta or preview features and any portion of the Service expressly excluded from SLA coverage in its documentation or Order Form.
• Suspension or termination of the Service in accordance with the Terms of Service.

6. Support response times

Robot Networks provides email support at support@boardwalk.sh. Response targets are measured during Robot Networks's support hours (Monday to Friday, 9:00 to 18:00 Pacific Time, excluding U.S. federal holidays) for Team plan customers. Enterprise customers receive 24/7 response coverage for Severity 1 issues, as set out in the Order Form.

• Severity 1: production down or unusable. Initial response within 1 business hour (Team) or 1 hour, 24/7 (Enterprise).
• Severity 2: major impairment, workaround available. Initial response within 4 business hours (Team) or 2 hours (Enterprise).
• Severity 3: minor issue or question. Initial response within 1 business day (Team) or 8 business hours (Enterprise).

Response targets relate to acknowledgment, not resolution. Resolution depends on the nature of the issue.

7. Status communication

Robot Networks may provide incident and maintenance updates by email, in-product notice, or a public status page. The status page is informational and does not replace the claim procedure in Section 4.

8. Updates

We may update this SLA from time to time. We will give notice of material changes (for example, by email to billing contacts or in-product notice). Updates apply prospectively from the "Last updated" date.

9. Contact

SLA claims and support: support@boardwalk.sh. Contractual questions: legal@boardwalk.sh.