diumIn short
- Paid Flows get an uptime target of [99.5% or 99.9%] a month. The Free plan is not covered.
- At 99.9%, that allows 43.2 minutes of downtime in a 30-day month. At 99.5%, 3 hours 36 minutes.
- Announced maintenance and outages we cannot control do not count.
- Miss the target and you get a service credit. Claim within 30 days.
- Support replies faster the more serious the problem.
Who this covers
This Service Level Agreement (SLA) applies to Flows on a paid plan (Pro 50 to Pro Max) and to partners with a written agreement that refers to it. It does not apply to the Free plan. It is part of our Terms.
We are a small team running a single-region service, so we set a target we can keep, and publish our real record on the status page.
Uptime target
Dium aims to be available [99.5% or 99.9%: choose one] of each calendar month. The table shows how much downtime each target allows. We do not promise 100%.
| Monthly target | Allowed downtime in a 30-day month | Allowed downtime in a year |
|---|---|---|
| 99.5% | 3 h 36 min (216 minutes) | 43 h 48 min |
| 99.9% | 43.2 minutes | 8 h 45.6 min |
| 99.95% | 21.6 minutes | 4 h 22.8 min |
Monthly uptime is (total minutes in the month minus downtime minutes) divided by total minutes, as a percentage.
How we measure it
An external monitor checks the Dium app and API [check frequency, for example every minute, from at least two locations]. A minute counts as down when checks from more than one location fail. Results are shown on the status page, which runs outside Dium's own servers [confirm status page host]. Our monitoring records are what count for this SLA, but you can send us your own evidence with a claim.
What counts as downtime
Downtime is time when, for most members of a paid Flow:
- Dium pages or the API return server errors or do not respond, or
- Members cannot sign in, open a Flow, read Waves or post replies.
Slow pages, a single feature failing with a workaround, or one member's problem are not downtime, but they are support issues we will work on.
What does not count
- Scheduled maintenance that we announce at least [48 hours] ahead on the status page, up to [4 hours] a month, in [maintenance window, for example Sundays 02:00 to 06:00 UTC].
- Emergency security fixes, which we keep as short as we can.
- Outages of Werify sign-in or Werify Paywall [DECISION: exclude, or count them because they are TAO.ai services].
- Outages of Google Meet, Zoom, YouTube or other services a session links to. Real-time updates falling back to polling, when pages still work.
- Problems caused by you or your members: your own network, browser, partner site, custom code, misuse of the API, or going over rate limits.
- Features marked beta or preview.
- Suspension for breaking the Terms or for non-payment.
- Events outside our reasonable control, such as major internet or power failures.
- The Free plan.
Service credits
If we miss the target in a month, you get a credit against a future invoice for the affected Flow:
| Monthly uptime | Credit |
|---|---|
| Below target, down to [99.0%] | [10%] of that month's fee |
| Below [99.0%], down to [95.0%] | [25%] of that month's fee |
| Below [95.0%] | [50%] of that month's fee |
Credits are capped at 100% of that month's fee for the affected Flow, are not paid as cash, and expire if the account closes. [COUNSEL: confirm credits are the sole remedy for missed uptime, and how this interacts with consumer law].
How to claim
- Email [email protected] within 30 days after the end of the month, with the subject "SLA claim".
- Include your Flow address, the dates and times (with time zone) of the outage, and anything that shows the impact.
- We confirm or explain our answer within [10 business days], using our monitoring records.
- Approved credits appear on your next invoice through Werify Paywall [confirm Werify Paywall supports credits, or refund instead].
Support response targets
How fast we reply depends on how bad the problem is. These are targets for our first human reply, not for a fix.
| Severity | What it means | First response | Updates |
|---|---|---|---|
| Severity 1: critical | Dium or a paid Flow is down or unusable for most members, or data is at risk | [1 hour, 24x7] | [updates every 2 hours until fixed] |
| Severity 2: major | A core feature (sign-in, posting, live sessions, messages) is broken for many members, with no workaround | [4 business hours] | [daily updates] |
| Severity 3: minor | A feature is broken for some members, or there is a workaround | [1 business day] | [as progress is made] |
| Severity 4: question | How-to questions, requests and feedback | [2 business days] | When answered |
Business hours are [support hours and time zone, for example 9:00 to 18:00 US Eastern, Monday to Friday, except US holidays]. Report Severity 1 and 2 issues to [email protected] with "URGENT" in the subject [confirm urgent channel]. Security problems go to [email protected].
Changes and contact
We will give 30 days' notice before changing this SLA in a way that reduces your protection. Questions: [email protected].