Availability & SLA
Router One publishes availability per model on /models (7- and 30-day success share, terminal 429 and 5xx rates from real traffic) and active incidents on /status; a named-model request that hits a retryable 5xx or timeout may be retried on another healthy route serving the same model. No platform-wide monthly uptime figure is published yet; written SLAs with service credits are available only under an annual enterprise contract.
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Availability evidence
- Measurement
- Router One does not yet publish a platform-wide monthly uptime percentage. The availability evidence published today comes from real gateway traffic — the per-model panels described below — and from the reachability probe on the status page (re-run at most hourly), not from a synthetic multi-city probe schedule.
- Exclusions
- Availability measurement excludes scheduled maintenance announced ≥ 48 hours in advance via changelog and email to active accounts.
- Where it is published
- Per-incident detail is published on the status page at /status, which retains public incident entries for at least 90 days; each per-model panel carries its own last-updated stamp. No monthly availability number is attached to changelog entries.
- Per-model evidence
- Availability at the model level is published on each model's detail page under /models: successful-response share, terminal 429 rate, and terminal 5xx rate over rolling 7-day and 30-day windows, computed from real gateway traffic and shown only once a window holds at least 100 eligible requests from at least 5 independent callers. Those are operational aggregates, not a contractual SLA.
Failover behavior
- Trigger
- When a named-model request hits a retryable upstream error, such as an eligible 5xx or timeout, the gateway may retry it on the next healthy provider serving that same model.
- Fallback latency
- Added latency depends on how the upstream fails and how quickly the next provider responds; there is no fixed latency guarantee. Customer Logs records request usage, settled cost, recorded latency, and status. Upstream providers, service routes, and internal attempts are not disclosed.
- Same-model constraint
- Provider retry keeps the exact requested model and only moves between healthy providers serving that model. Router One does not silently swap a named-model request to a different model.
Status visibility
- Public status
- Active incident state is published on the status page at /status.
- In your trace
- For recorded calls, Customer Logs shows the model, request ID, tokens, settled cost, recorded latency, status, and any sanitized error. Upstream provider identities, service routes, and internal attempts are not disclosed.
Enterprise SLA
- Default contracts
- Annual enterprise contracts can include a written SLA with service credits for missed availability targets. Pay-as-you-go customers don't have a contractual SLA but get the same fallback infrastructure.
- Coverage
- The SLA covers Router One's reachability and routing layer. Per-model availability is constrained by upstream providers — the SLA accounts for that by measuring against the routed result, not any single provider.
- How to sign
- Contact sales via /contact to negotiate an annual enterprise contract: target, exclusions, and credit schedule.
FAQ
Where can I see active incident status?
The status page at /status publishes active incidents and an API reachability probe re-run at most hourly, and retains public incident entries for at least 90 days.
Does Router One offer SLA credits for pay-as-you-go users?
Contractual SLA with credits is included only in annual enterprise contracts. Pay-as-you-go users get the same routing and fallback behavior, but no written credit schedule.
What counts as downtime in the SLA?
Downtime is measured against the final routed result reaching the customer. If an eligible provider retry completes successfully within the contract's availability criteria, the request is not downtime. Scheduled maintenance announced ≥ 48 hours in advance is also excluded.