Service compensation claims (SLA)
Which incidents qualify for compensation, how the tiers are computed, how to file a claim and how long it takes. Currently claim-based, settled by manual review against the published algorithm.
Updated 2026-07-10
When a platform-side incident causes your requests to fail, you can claim compensation following this page. Compensation is currently claim-based: after you file, we review and settle by the published algorithm, crediting your account balance.
Scope (what counts toward SLA)
These three platform-side failure types count:
- Upstream model channels returning 5xx
- Request timeouts caused by our side of the chain
- 5xx errors from our own gateway
These do not count:
- Client errors (4xx): invalid key, bad parameters, insufficient balance, key quota exceeded
- Upstream 401 / 429 responses (auth and rate-limit class)
- Upstream content-policy rejections
- Proactive rate limiting or load shedding to protect overall service quality — such requests return an explicit rate-limit error and are not counted as unavailability
Even during large-scale upstream outages (force-majeure scenarios), in-scope 5xx / timeouts are still settled by the tiers above — we simply do not add extra compensation beyond the published rules (consistent with the Terms).
Compensation tiers (calendar month × SKU group)
Availability is computed per calendar month, per SKU group (e.g. Claude chat, GPT chat, Gemini chat):
| Monthly availability | Compensation (of that SKU’s monthly spend) |
|---|---|
| ≥ 99% | Not triggered |
| 98% – 99% | 2% |
| 95% – 98% | 5% |
| < 95% | 10% |
Compensation for a single SKU is capped at 10% of that SKU’s monthly spend. Design background: Refund rules as product.
How to file
Email support@zetaapi.ai (or use the in-console chat) with:
- Your account email
- The affected time window (with timezone)
- The models or SKUs involved
- If available: error samples,
x-request-id, failure-rate screenshots
Turnaround: we normally reply with the settlement result within 5 business days. Approved compensation is credited straight to your balance (credits never expire).
Appeal
If you disagree with the result, reply within 7 days and we will re-check the raw logs and give a final conclusion.
Related
- Refund policy — balance refunds (separate from service compensation)
- Service status — availability monitoring and supply notes
- FAQ: how are incidents compensated