Not a sales promise: a public document with an availability target, a measurement method, and a defined incident process. Enterprise contracts add a contractual credit schedule and a higher target.
Measured on the covered services — router API, Anthropic endpoint, console and metering — by our production monitors, calendar-monthly. Enterprise plans: 99.9% with priority routing.
Every model is served through up to five upstream channel classes. Health checks run continuously; when a channel degrades, requests reroute to the next-best official channel with automatic retries.
Billing settles on confirmed token counts after the response; errors returned by flatkey itself never consume balance. A failed-over request pays only the model that answered.
The status page shows 90-day uptime per component; every model shows 30-day success rates from real traffic. No synthetic numbers.
Under standard terms, remediation is handled case by case per the public SLA. Enterprise agreements define a contractual credit schedule — a typical structure:
| MONTHLY AVAILABILITY | SERVICE CREDIT | HOW IT ARRIVES |
|---|---|---|
| 99.0% – 99.5% | 10% | credited to balance within 5 business days of an approved claim |
| 95.0% – 99.0% | 25% | credited to balance within 5 business days of an approved claim |
| below 95.0% | 100% | full month's usage credited |
Credits apply to usage of the affected covered service in the affected month. Claims: email support@flatkey.ai within 30 days with request IDs or timestamps; our production monitoring records are the measurement source. Exclusions follow the full legal text: third-party model-lab outages beyond our failover's reach, scheduled maintenance with notice, force majeure, and issues caused by customer configuration.
See degraded service on the status page, or in your own logs. Grab request IDs or a time window.
Email support@flatkey.ai — subject "SLA claim", account email, affected endpoint, timestamps. One business day response.
We reconcile against production monitoring and credit your balance. No arguing with a chatbot.
Enterprise agreements add a 99.9% target, priority routing during incidents, a dedicated support channel (Slack or WeChat), and custom credit schedules — in the contract, not in a slide deck.