Service Level Agreement (SLA)
This Service Level Agreement (SLA) defines the service quality standards and commitments that the Routin platform provides to customers.
1. Service Availability Commitment
1.1 Availability Definition
Service Availability = (Total Time - Unavailable Time) / Total Time × 100%
1.2 Availability Standards
We commit to the following service availability standards:
| Service Type | Availability Commitment | Annual Maximum Downtime |
|---|
| API Core Service | 99.9% | 8.76 hours |
| Admin Console | 99.5% | 43.8 hours |
| Analytics Service | 99.0% | 87.6 hours |
1.3 Downtime Calculation Exclusions
The following are NOT counted as service unavailability:
- Scheduled maintenance with 72 hours advance notice
- Client network or device issues
- Force majeure events (natural disasters, war, etc.)
- Third-party AI provider service interruptions
- Service suspension due to customer violations
- Rate limiting after exceeding agreed quotas
2.1 API Response Time
| Request Type | Target Response Time | P95 Response Time |
|---|
| Chat Completions | < 500ms (first token) | < 1000ms |
| Embeddings | < 2s | < 5s |
| Image Generation | < 30s | < 60s |
| Audio Processing | < 10s | < 20s |
Note: Response time excludes third-party AI model processing time
2.2 API Throughput
- Standard Users: 100 requests/minute
- Enterprise Users: Custom quotas available
2.3 Data Processing
- Request logs retention: Minimum 90 days
- Statistics update: Hourly
- Billing data update: Real-time
3. Incident Response Commitment
3.1 Incident Severity Levels
P0 - Critical
- Definition: Complete service outage affecting all users
- Response Time: Within 15 minutes
- Resolution Target: Within 2 hours
P1 - Major
- Definition: Core functionality impaired, affecting most users
- Response Time: Within 30 minutes
- Resolution Target: Within 4 hours
P2 - Minor
- Definition: Partial functionality issues, affecting some users
- Response Time: Within 2 hours
- Resolution Target: Within 24 hours
P3 - Low
- Definition: Non-critical issues or performance degradation
- Response Time: Within 8 hours
- Resolution Target: Within 72 hours
3.2 Incident Notification
- P0/P1 incidents: Real-time notification via email and system announcement
- P2/P3 incidents: Notification via system announcement or ticket
- Resolution notification: Sent for all incidents upon resolution
4. Technical Support Commitment
4.1 Support Channels
- Email Support: token@routin.ai
- Ticket System: Submit via console
- Documentation: docs.routin.example
- Community Forum: community.routin.example
4.2 Response Times
| User Type | Priority | First Response Time | Support Hours |
|---|
| Free Users | P3/P4 | 48 hours | Weekdays 9:00-18:00 |
| Standard Users | P2-P4 | 24 hours | Weekdays 9:00-21:00 |
| Enterprise Users | P0-P4 | 2 hours | 7×24 hours |
4.3 Support Languages
- 中文 (Simplified Chinese)
- English
- 日本語 (Japanese)
- 한국어 (Korean)
5. Data Backup and Recovery
5.1 Backup Strategy
- Full database backup: Daily
- Incremental backup: Every 6 hours
- Backup retention: 30 days
- Geo-redundancy: Enabled (minimum 2 geographic regions)
5.2 Data Recovery
- Recovery Time Objective (RTO): 4 hours
- Recovery Point Objective (RPO): 6 hours
- Customer data export: Self-service export supported
6. Security Commitment
6.1 Data Security
- Transmission encryption: TLS 1.3
- Storage encryption: AES-256
- API key encrypted storage
- Regular security audits (quarterly)
6.2 Access Control
- OAuth 2.0 third-party login support
- Two-factor authentication (2FA) support
- IP whitelist functionality (Enterprise)
- Audit logs retained for 180 days
6.3 Compliance Certifications
- Data Protection: GDPR, CCPA compliant
- Information Security: ISO 27001 (planned)
- SOC 2 Type II (planned)
7. Service Credits
7.1 Credit Eligibility
Customers are eligible for service credits when monthly service availability falls below the committed standard.
7.2 Credit Standards
API Core Service (99.9% commitment)
| Actual Availability | Credit Amount |
|---|
| 99.0% - 99.9% | 10% of monthly service fee |
| 95.0% - 99.0% | 25% of monthly service fee |
| 90.0% - 95.0% | 50% of monthly service fee |
| < 90.0% | 100% of monthly service fee |
Admin Console (99.5% commitment)
| Actual Availability | Credit Amount |
|---|
| 98.0% - 99.5% | 5% of monthly service fee |
| 95.0% - 98.0% | 15% of monthly service fee |
| < 95.0% | 25% of monthly service fee |
7.3 Credit Limitations
- Maximum monthly credit: 100% of actual monthly consumption
- Credit form: Account balance top-up (voucher)
- No cash refunds
- Credits are non-transferable
7.4 Credit Claim Process
- Customers must submit claims after the 5th business day of the following month
- Claims must be submitted within 60 days after the service month ends
- Submit via ticket system with supporting evidence
- We will review and process within 15 business days
- Credits will be issued within 5 business days after approval
7.5 Credit Exclusions
SLA credits are NOT provided for:
- Service interruptions caused by customer violations of Terms of Service
- Customer account arrears or insufficient balance
- Testing or development environment services
- Free trial or promotional services
- Issues caused by third-party AI providers
- Force majeure events
8. Monitoring and Reporting
8.1 Service Monitoring
- Real-time service status: status.routin.example
- Historical availability data: Publicly transparent
- Performance metrics monitoring: 24/7 monitoring
8.2 Monthly Reports
Enterprise users receive monthly service reports including:
- Service availability statistics
- API call statistics
- Performance metrics analysis
- Incident summary
- Billing details
9. SLA Review and Updates
9.1 Regular Review
We review SLA metrics quarterly to ensure:
- Commitments are reasonable and achievable
- Compliance with industry best practices
- Customer needs are met
9.2 SLA Change Notification
- Major changes: 30 days advance email notification
- Minor adjustments: Website announcement notification
- Improvement changes: May take effect immediately
Technical Support
- Email: token@routin.ai
- Business Hours: Monday-Friday 9:00-18:00 (UTC+8)
- Emergency Support (Enterprise): 7×24 hours
Business Inquiries
Effective Date: 2024-01-01
Version: v1.0
Scope: All Routin platform registered users
This SLA is a supplementary document to the Routin Terms of Service and together they constitute the complete service agreement. In case of conflict, the Terms of Service shall prevail.
