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ENTERPRISE-GRADE SLA

99.9% SLA
more than a slogan

Clearly defined, computable and compensable. This agreement applies to all paying users of the Dianming Token API gateway service and takes effect on the date of your first top-up. Since launch, our SLA achievement rate is 99.97% with no compensation ever triggered.

View Compensation Levels Sign Enterprise SLA
  • 15-min first response
  • Automatic failover
  • 2-business-day RCA
99.97% SLA achievement since launch
1000+ Days of stable operation
0 User compensations triggered
7×24 End-to-end continuous monitoring

COMPENSATION

SLA Levels & Compensation

Monthly billing · Balance refund

When monthly availability falls below the commitment, the month's service fee is refunded at the rates below; the monthly compensation cap is 100% of that user's settled amount for the month.

Monthly availability Allowed downtime Refund Level
≥ 99.9% ≤ 43.8 min 0% (met) Normal
99.5% – 99.9% 43.8 min – 3.6 h 10% Minor
99% – 99.5% 3.6 – 7.2 h 25% Moderate
95% – 99% 7.2 – 36 h 50% Critical
< 95% > 36 h 100% Major incident

CALCULATION

How Availability Is Calculated

Monthly availability =
Total minutes this month − Downtime minutes Total minutes this month
× 100%
INTERRUPTION

Definition of service interruption

Any of the following, verified through platform monitoring or call logs, counts as service interruption.

  • API calls return 5xx and still fail after 3 retries
  • The Dianming gateway response times out beyond 30 seconds
  • The Dianming gateway fails to route requests upstream due to its own fault

EXCEPTIONS

Exceptions

The following do not count as downtime
Exempt

Force majeure

Force majeure events such as earthquakes, floods, war or changes in government policy.

Announced in advance

Planned maintenance

Maintenance windows announced 48 hours in advance (totaling less than 4 hours per year).

Not Dianming's responsibility

User-related

Unpaid accounts, expired API keys, IP flagged by risk control, local network issues, etc.

Partially exempt

Upstream provider outage

Official service interruptions from Anthropic, OpenAI and others. Dianming performs disaster recovery failover, but some calls may still be affected.

INCIDENT RESPONSE

Incident Response Process

Monitoring, recovery and review loop
  1. 01

    Monitoring triggered

    Per-second

    All call paths are monitored in real time, with automatic alerts when the error rate exceeds 1%.

  2. 02

    On-call response

    15 MIN

    The on-call engineer takes over within 5 minutes, with first response completed within 15 minutes.

  3. 03

    Traffic failover

    Millisecond-level

    Automatic millisecond-level switching to backup lines or upstreams, restoring service seamlessly to users.

  4. 04

    Post-incident review

    2 DAYS

    An RCA announcement is published within 2 business days, and affected users are notified by email.

ENTERPRISE REPORT

Subscribe to the SLA Monthly Report

On the 1st of every month, last month's report is automatically sent to your enterprise email, including monthly availability, incident count, average recovery time, RCA links and next month's improvement roadmap.

Enterprise users only Console → Settings → Notification preferences → SLA monthly report

FAQ

FAQ

Does the SLA apply to free users?

Free trial quotas (1M tokens granted at registration) do not qualify for SLA compensation. Paying users — including enterprise monthly-billing customers — enjoy the 99.9% SLA from their first top-up.

Will Dianming compensate for upstream provider outages?

Dianming minimizes the impact through multi-line disaster recovery. If a model becomes completely unavailable, Dianming is only responsible for its own gateway faults; official upstream outages fall under the exceptions clause, and we will suggest alternative models.

Can enterprises sign a paper SLA agreement?

Yes. Enterprise users can attach the paper SLA agreement to their procurement contract. Contact pxf@dianming.hk.cn for the agreement text.

Is there a cap on compensation?

Monthly compensation is capped at 100% of the user's settled amount for that month; for monthly-billing customers, the current month's invoice amount is the basis.

An SLA isn't a promise in a document — it's the promise of an engineer answering the phone within 5 minutes on every on-call night.

Dianming Token Operations Team

PRODUCTION READY

Trust your production
to Dianming

99.9% SLA · 7×24 monitoring · Dual-zone disaster recovery · 1000+ days of stable operation

Sign Enterprise SLA