> ## Documentation Index
> Fetch the complete documentation index at: https://docs.apiyi.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Does APIYI offer SLA guarantees?

> APIYI offers practical SLA guarantees: abnormal-billing compensation for high-volume image customers, credit reissuance for losses caused by our issues, and SLA terms with compensation caps for enterprise contracts.

## Quick Answer

**Yes—available based on your needs.**

Objectively speaking, no provider in today's AI industry can promise a 99.99% SLA (not even OpenAI or Claude themselves). APIYI does not make promises it can't keep; instead, it offers **guarantees that actually work**: abnormal-billing compensation for high-volume image customers, credit reissuance for losses caused by our issues, and SLA terms with compensation caps that can be set in enterprise contracts.

## An Honest Premise

<Info>
  **Why not simply promise 99.99%?**

  AI evolves rapidly—upstream models frequently update, rate-limit, and adjust their policies. **Even OpenAI and Claude themselves cannot achieve a 99.99% SLA.** This is an objective fact across the entire industry.

  Rather than offering a number we can't deliver, we prefer to provide **clear, executable** guarantee mechanisms that ensure customers don't suffer losses when issues arise.
</Info>

## The SLA Guarantees We Provide

<CardGroup cols={2}>
  <Card title="Abnormal-Billing Compensation for High-Volume Image Customers" icon="image">
    For high-volume customers of **Nano Banana Pro / 2** and **GPT-Image-2** (monthly spend of \$10,000+), we verify and compensate clearly abnormal billing (such as a request that timed out yet was still billed).
  </Card>

  <Card title="Credit Reissuance for Our Issues" icon="rotate-ccw">
    For losses clearly caused by us (e.g., backend server anomalies), we **export logs uniformly and reissue credits** so users don't suffer losses for nothing.
  </Card>

  <Card title="SLA in Enterprise Contracts" icon="file-pen">
    Enterprise customers can **stipulate SLA terms and compensation caps in the contract**—a clear safeguard for both parties.
  </Card>

  <Card title="Transparent Real-Time Status" icon="radio-tower">
    Service status and incident announcements are published publicly on "Live Updates", so customers can stay informed about upstream and platform conditions.
  </Card>
</CardGroup>

### 1. Abnormal-Billing Compensation for High-Volume Image Customers

For high-volume customers of image models such as **Nano Banana Pro / 2** and **GPT-Image-2** (**monthly spend of \$10,000 or more** can participate), we provide compensation for **clearly abnormal billing**.

**For example**: an image request that **abnormally times out** (e.g., beyond 300 seconds) yet is still **billed** as a generated image—for such clearly abnormal billing, we verify the logs and compensate, so high-volume customers don't pay for nothing.

<Note>
  **This is just an example scenario, not a generation-time promise.**

  We **cannot promise "an image within 300 seconds, or we compensate"**—AI image generation is subject to upstream fluctuations, so we can't make a hard commitment on generation speed. This guarantee targets **losses from clearly abnormal billing**, not generation speed. Contact support to confirm the exact scope.
</Note>

### 2. Credit Reissuance for Losses Caused by Our Issues

If a loss is **clearly caused by us**, we proactively compensate. Typical scenarios:

* A **backend server anomaly** causing customer credit loss
* An **image model abnormal timeout** that still returned data and was billed

**Our commitment**: for situations where a clear issue on our side affects customers, we will **export logs uniformly, verify the affected scope, and reissue credits** to affected customers, ensuring users don't suffer losses for nothing.

<Warning>
  **Attribution principle**: This reissuance applies to **issues clearly attributable to us** (e.g., platform backend anomalies). Factors **outside our control**—such as upstream official content moderation blocks or upstream rate limiting—are handled per their respective explanations (for example, some upstream moderation blocks are not billed in the first place).
</Warning>

### 3. SLA Stipulated in Enterprise Contracts

For enterprise customers, the specific SLA terms can be **explicitly stipulated in the contract**, including:

* Coverage scope and availability metrics
* Incident response and resolution timeframes
* Terms such as a **compensation cap**

This way, SLA guarantees and responsibility boundaries are clearly defined at signing—**a clear safeguard for both the customer and APIYI**.

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="Why can't you guarantee a 99.99% SLA?">
    Upstream AI models frequently update, rate-limit, and adjust. **Even OpenAI and Claude themselves cannot achieve 99.99%**—this is an objective fact. We don't make promises we can't keep; instead, we protect customer interests with clear, executable compensation mechanisms.
  </Accordion>

  <Accordion title="How do I join the abnormal-billing compensation for high-volume image customers?">
    This guarantee is for **high-volume customers of image models such as Nano Banana Pro / 2 and GPT-Image-2**; those with **monthly spend of \$10,000 or more** can participate, covering clearly abnormal billing (for example, a request that times out yet is still billed as a generated image). **This is not a "guaranteed image within 300s or we pay" promise**—it's compensation for abnormal-billing losses. Contact support to enable and set it up.
  </Accordion>

  <Accordion title="How are losses caused by your issues compensated?">
    For losses clearly caused by us (e.g., backend server anomalies, image model abnormal timeouts that returned data), we will **export logs uniformly, verify the affected scope, and reissue credits** so users don't suffer losses for nothing.
  </Accordion>

  <Accordion title="Can enterprises stipulate SLA in the contract?">
    Yes. Enterprise customers can stipulate **SLA terms and compensation caps** in the contract, so coverage and responsibility boundaries are clearly defined at signing—a safeguard for both parties.
  </Accordion>
</AccordionGroup>

## Related Documentation

<CardGroup cols={2}>
  <Card title="Live Updates" icon="radio-tower" href="/en/live/index">
    Service status and incident announcements
  </Card>

  <Card title="How do enterprise customers recharge?" icon="landmark" href="/en/faq/enterprise-recharge">
    Corporate transfer and contract signing
  </Card>

  <Card title="Refund Policy" icon="rotate-ccw" href="/en/faq/refund-policy">
    Original-path refund rules and application process
  </Card>

  <Card title="Difference between enterprise and individual users?" icon="building-2" href="/en/faq/enterprise-vs-individual">
    Enterprise accounts, multi-token, and internal sharing
  </Card>
</CardGroup>

## Contact Us

<Card title="Enterprise WeChat Support" icon="headphones" href="https://work.weixin.qq.com/kfid/kfc9adfd5810ece25ec">
  For SLA activation, contract term agreements, credit reissuance, and more, contact us:

  * [Contact Enterprise WeChat Support](https://work.weixin.qq.com/kfid/kfc9adfd5810ece25ec)
  * Email: [hi@apiyi.com](mailto:hi@apiyi.com)
</Card>