Overview
We provide comprehensive service-level agreements (SLAs) for all our cloud infrastructure. Our commitment includes 99.95% to 99.99% uptime guarantees depending on the service, across all European zones, with transparent availability metrics and automated service credits for any downtime.
Products Service-Level Agreements (SLAs)
Platform Service Level Objectives (SLOs)
Understanding Our SLA Commitments
What is a Downtime Period?
A Downtime Period means a period of five or more consecutive minutes of Downtime. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.
What is Availability?
Availability measures the percentage of time our services remain operational and accessible to you. We express this as a “Monthly Uptime Percentage” and guarantee between 99.95% and 99.99% availability depending on the product. This means your applications and data remain accessible when you need them, with minimal interruptions.
What are Service Level Objectives (SLOs)?
Our SLOs define specific, measurable performance targets that underpin each service-level agreement. These objectives set clear expectations for service performance, response times, and reliability. By establishing concrete SLOs, we ensure transparency and accountability in delivering consistent cloud infrastructure performance.
How do Service Credits & Compensation work?
If we fail to meet our guaranteed uptime commitments, you are eligible for service credits proportional to the downtime experienced. To claim a Service Credit, open a support ticket in the Exoscale Portal within 10 business days of the incident. For complete details, please refer to our Terms and Conditions.
How is your Infrastructure designed for redundancy?
Our high-availability architecture employs multiple redundancy mechanisms including multi-zone deployment, fault domains, and automated failover systems. This robust infrastructure design ensures continuous service operation even in the event of hardware failures or maintenance activities, supporting our 99.95% uptime guarantee.
What are the SLA Exclusions?
Our service-level agreements do not cover downtime caused by factors outside Exoscale’s control. These exclusions include scheduled maintenance windows announced in advance, force majeure events (natural disasters, acts of war, etc.), issues with third-party services or client-side infrastructure, service disruptions caused by violations of our Terms of Service, and unavailability resulting from client software, equipment, or network failures.
Client Responsibilities
While Exoscale is responsible for operating and maintaining the platform, Clients remain responsible for the following:
- Account and credential security
- IAM policy configuration and user management
- Compliance with Exoscale Terms of Service
- Monitoring and responding to platform notifications
For a complete explanation of the shared responsibility framework between Exoscale and Clients, please see the Exoscale Shared Responsibility Model documentation.
Where can I find the complete Terms and Conditions?
For complete details about our service agreements, policies, and legal terms, please refer to our Terms and Conditions.