Force Majeure
Earthquakes, floods, wars, government policy changes and other force majeure events.
Enterprise-Grade SLA
99.9% SLA
More Than Words
Transparently defined, calculable, and compensable. This agreement applies to all paying users of Dianming API relay service, effective from the date of first recharge. SLA achievement rate since launch is 99.97%, with zero user compensation triggers.
- 15 Min First Response
- Auto Failover
- 2-Day RCA
99.97%
SLA Achievement Rate Since Launch
1000+
Days of Stable Operation
0
User Compensation Triggers
7×24
Full-Link Continuous Monitoring
COMPENSATION
SLA Levels & Compensation
When monthly availability falls below the commitment, service fees are returned according to the proportions below; monthly compensation is capped at 100% of the user's settled amount for that month.
| Monthly Availability | Allowed Downtime | Refund | Level |
|---|---|---|---|
| ≥ 99.9% | ≤ 43.8 MIN | 0% (Achieved) | Normal |
| 99.5% – 99.9% | 43.8 MIN – 3.6 HR | 10% | Minor |
| 99% – 99.5% | 3.6 – 7.2 HR | 25% | Moderate |
| 95% – 99% | 7.2 – 36 HR | 50% | Severe |
| < 95% | > 36 HR | 100% | Critical |
CALCULATION
How Availability is Calculated
Monthly Availability
=
Total Minutes This Month − Downtime Minutes
Total Minutes This Month
× 100%
INTERRUPTION
Service Interruption Definition
Service interruption is counted when any of the following situations occur and can be verified through platform monitoring or call logs.
- API calls return 5xx, and still fail after 3 retries
- Dianming gateway response timeout exceeds 30 seconds
- Dianming gateway cannot route requests upstream due to its own fault
EXCEPTIONS
Exceptions
Planned Maintenance
Maintenance windows announced 48 hours in advance (less than 4 hours cumulative per year).
User Issues
User arrears, expired API keys, IP blocked, local network issues, etc.
Upstream Provider Outages
Official service interruptions from Anthropic, OpenAI, etc. Dianming executes disaster recovery switches, but some calls may still be affected.
INCIDENT RESPONSE
Incident Response Process
-
01
Monitoring Trigger
SECONDSecond-level monitoring of all call links, automatic alert when error rate exceeds 1%.
-
02
On-Call Response
15 MINOn-call engineer takes over within 5 minutes, first response within 15 minutes.
-
03
Traffic Switch
MILLISECMillisecond-level automatic switch to backup lines or upstream providers for seamless recovery.
-
04
Post-Mortem
2 DAYSRCA announcement released within 2 business days, with email notification to affected users.
ENTERPRISE REPORT
Subscribe to SLA Monthly Report
Automatically sends last month's report to enterprise email on the 1st of each month, including monthly availability, incident count, average recovery time, RCA links and next month's improvement roadmap.
Enterprise Only
Dashboard → Settings → Notification Preferences → SLA Monthly Report
FAQ
Frequently Asked Questions
Does SLA apply to free users?
Free trial credits (1M tokens upon registration) are not covered by SLA compensation. Paid users (including enterprise monthly billing) enjoy 99.9% SLA from their first recharge.
Will Dianming compensate for upstream provider outages?
Dianming minimizes impact through multi-line disaster recovery. If a model is completely unavailable, Dianming is only responsible for its own gateway failures. Upstream official outages are exceptions; we provide alternative model recommendations.
Can enterprises sign paper SLA agreements?
Yes. Enterprise users can include paper SLA agreements as procurement contract attachments. Contact pxf@dianming.hk.cn for agreement text.
Is there a cap on compensation amount?
Monthly compensation does not exceed 100% of the user's settled amount for that month; monthly billing customers use the monthly bill amount as the basis.
SLA is not a promise in a document. It's a promise that engineers answer the phone within 5 minutes during every on-call night.
Dianming Operations Team
PRODUCTION READY
Put Your Production
in Trusted Hands
99.9% SLA · 7×24 Monitoring · Dual-AZ Disaster Recovery · 1000+ Days Stable