Service Level Agreement
This Service Level Agreement (SLA) describes Turiloop's availability target, how unavailability is determined, and service-credit arrangements. It forms part of the Terms of Service.
Last updated: January 1, 2026
Service provider
Chengdu Turiloop Technology Co., Ltd. (成都市图灵回路科技有限公司)
Registered address: 1F, No. 660 Juxian Street, Wuhou District, Chengdu, Sichuan, China
Contact: support@turiloop.com
We target a monthly availability of no less than 99.5% for the platform's gateway and routing layer. Availability = (total minutes in the month − minutes of platform-caused unavailability) ÷ total minutes in the month × 100%. Historically observed availability is around 99.9%, but observed figures are for reference only and do not constitute a commitment; the formal commitment is the 99.5% target in this agreement.
“Unavailable” means the gateway is continuously unreachable for more than 5 minutes due to causes attributable to the platform itself. The following do not count toward unavailability: (1) a single upstream model provider's outage while other models remain callable on the platform; (2) planned maintenance announced at least 24 hours in advance; (3) interruptions caused by force majeure, client-side network or configuration issues, or third-party payment channel failures.
The platform aggregates third-party models such as DeepSeek, Zhipu GLM, Kimi, Qwen, and MiniMax. The availability, performance, and output quality of each model are controlled by the respective provider and do not count toward the availability target in this agreement. We use multi-channel redundancy and automatic failover to reduce the impact of any single upstream outage, but we cannot guarantee the service continuity of upstream providers.
If platform availability in a given month falls below the 99.5% target and is verified to be attributable to the platform itself, we will, at our discretion and based on the scope and duration of the incident, provide service compensation (such as service credits or an extension of the service period). Such compensation is a good-faith measure and does not constitute a cash-refund obligation; the final form is determined by mutual agreement.
If you believe an availability incident covered by this agreement has occurred, submit a claim to support@turiloop.com within 30 days of the incident, including the affected request records or IDs. We will review the call logs and monitoring data and provide a resolution within 10 business days.
Major system maintenance will be announced at least 24 hours in advance via in-app message, registered email, or the status page, and will be scheduled during off-peak hours where possible. Emergency security fixes may not be announced in advance, but we will disclose them as soon as possible.
We may adjust this agreement as the service evolves. Material changes will be announced in advance via platform announcements or your registered email; continued use of the service constitutes acceptance of the updated agreement.