Service Level Agreement
Effective September 1, 2026. Applies to the Tengsuan console, API and all compute services operated by Tengsuan ("we", "us").
Commitment
We target 99.9% monthly availability for the console, API and SSH gateway. This is a target with service credits, not a guarantee of GPU capacity: hosts are provisioned on demand and a specific GPU type may be temporarily unavailable, which shows as a provisioning delay rather than an outage. Scheduled maintenance announced 24 hours in advance is excluded. If you need reserved capacity, contact billing@tengsuan.cloud.
Service credits
| Monthly availability | Credit |
|---|---|
| 99.0% – 99.9% | 10% of that month's usage |
| 95.0% – 99.0% | 25% of that month's usage |
| Below 95.0% | 50% of that month's usage |
Credits are issued as account credits on request within 30 days of the month in question, to billing@tengsuan.cloud, and are the sole remedy for availability shortfalls.
Support
Email support is answered within one business day. Platform-wide incidents are posted on the status page.