Service Level and Support

This page describes how RedHold LLC ("Diagrams.so", "we") supports the Diagrams.so website, public API, MCP server, and SDKs, and what availability to expect. It states our current practice and is not a contract; if it conflicts with the Terms of Service, the Terms control.

1. Availability

We do not currently offer a contractual SLA. The Services are provided on a best-effort, as-is, as-available basis, and we build and operate them for high availability. No credits, refunds, or other remedies attach to downtime. Features labeled beta may change, degrade, or be withdrawn as described in the Terms and the API Deprecation and Versioning Policy.

2. How we communicate about incidents

We do not operate a public status page yet. When an incident materially affects availability, data integrity, or billing correctness, we acknowledge it with updates on our website and by email to affected account owners, post updates at a cadence proportionate to severity until it is resolved, and, for incidents affecting billing or customer data, follow up with a written summary of impact and remediation.

3. Support

• Email support@diagrams.so for product and billing questions. We aim to respond within 2 business days (US Eastern), prioritized by severity and plan. That is a target, not a service level. We do not offer phone or live-chat support.
• Security reports go to security@diagrams.so under the Vulnerability Disclosure Policy, never to support.
• Copyright and content complaints follow the Copyright and Content Complaints Policy.

We will never ask for your full API key. A key's short prefix is enough for us to locate it. Anyone asking you for a complete key is not us. If you have pasted a full key anywhere, revoke it in the dashboard immediately; revocation takes effect at once.

4. Billing during outages: fail-closed by design

Our metering is built so an outage cannot mischarge you. If the systems that meter Credits are unavailable, billable API calls are refused rather than run unmetered. You are never charged for an incomplete result: a generation is charged only when its result is delivered, so a pipeline failure costs you nothing.

5. Maintenance

We deploy continuously and most maintenance needs no downtime. For disruptive planned maintenance we aim to pick low-traffic windows and give advance notice on our website or by email. Emergency maintenance, such as a security patch or an upstream provider issue, may happen without notice.

6. Dependencies

Diagrams.so depends on third-party infrastructure and AI providers (see the Subprocessor List). Their outages can affect us. Where one AI provider is degraded, generation may automatically fail over to another at the same Credit pricing.

7. Changes

We may update this page as our practices change; material reductions will be dated in the changelog below.

Changelog

• September 15, 2026: First publication.