Service Levels

This page summarizes the service level commitments from the Service Description (PDF) (v1.20). The PDF is the binding source — this page is a developer-friendly summary.

Note

The terms below describe the standard product offering (Standardprodukt). Enterprise customers with custom contracts may have different SLAs, response times, and support arrangements — refer to your individual contract.

Availability

The minimum availability of the LLM-Serving-Service at the service handover point (the API endpoint in T-Systems’ data center) is 99.9% during business hours within a calendar month, calculated as:

(Total service minutes − Total downtime minutes) ÷ Total service minutes × 100%

Availability applies to all plans with a minimum monthly revenue commitment (Essential, Professional, Agentic).

Plan	Minimum Revenue	Availability Target
Essential	€1,000/month	99.9%
Professional	€3,000/month	99.9%
Agentic	€5,000/month	99.9%

Note

Availability is measured against business hours (Mon–Fri, 9:00–17:00 CET/CEST, excluding German federal holidays), not 24/7.

Note

Test models carry no availability commitment. Telekom may limit, restrict, or discontinue test-model access at any time without notice.

Excused events

The following downtime is excluded from the availability calculation:

• Outages caused by scheduled maintenance
• Outages caused by the customer, customer’s staff, or third parties attributable to the customer
• Outages caused by force majeure or third parties outside Telekom’s control
• Outages of third-party LLM providers (i.e. models operated outside the EU/EEA — see Enterprise Trust)

Service credits

If Telekom fails to meet the 99.9% availability target and is solely responsible for the breach, customers may claim service credits within three months of the affected billing period:

Availability in Billing Period	Service Credit
<99.9% – 99.7%	5% of minimum revenue
<99.7% – 95%	10% of minimum revenue
<95%	25% of minimum revenue

Credits are applied to the next monthly invoice or refunded after service termination. Service credits are the exclusive remedy for availability shortfalls.

Customer Support

Customer support is the central contact point for the customer’s named administrators (up to 5) as 2nd-level support. The customer provides 1st-level support to its own users.

Aspect	Detail
Hours	Mon–Fri, 9:00–17:00 CET/CEST (excl. German federal holidays)
Channel	Email address provided during onboarding
Scope	Incident handling and service requests
Process	Ticket opened → analysis → status email → closure

Caution

No committed resolution times. Per the Service Description, Telekom does not commit to specific resolution times for incidents and may resolve issues by providing a workaround. Tickets are processed only within business hours.

Planned Maintenance

• Telekom performs regular maintenance and notifies the customer in advance when maintenance may interrupt service.
• Telekom aims to minimize maintenance impact.
• Maintenance does not count as downtime in the availability calculation.

Reporting

For plans with minimum revenue, Telekom provides a monthly availability report on request, sent by email five business days after month-end. The report includes:

• Availability summary (target met or not)
• Per-month details with a 6-month history of incidents and outage durations
• Minute-level downtime log within business hours for the current month
• Change history

Request the report from your support contact.

Termination

The service can be terminated with one month’s notice to month-end by emailing the contact address provided during onboarding, citing the contract number. Upon termination, all access is deactivated and customer data is deleted.

Escalation & Custom SLAs

• Existing customers — Contact support at the email address provided during onboarding. This is the binding support channel for your contract.
• New inquiries / general questions — ai@t-systems.com or via the T-Cloud Marketplace
• Custom SLAs — Enterprise customers with dedicated GPU instances can negotiate custom availability targets and support terms outside the standard product. Contact your Telekom account representative.