SLA

Scalable Kubernetes Service (SKS) Service Level Agreement (SLA)

Those product specific SLAs define the Service Availability Target for Scalable Kubernetes Service (SKS). It applies to each Client using the Service. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Exoscale Terms and Conditions or EUSA whichever applies.

SLA

Non-binding objectives

In addition to the SLA defined above, Exoscale provides non-binding Service Level Objectives (SLOs) for its platform APIs, offering transparency into service reliability and performance. General API SLOs are documented on the API SLO page.

Nature of the Non-binding Objectives Commitment

• This provision does not constitute a legally binding obligation but rather specifies a target value that Exoscale will endeavor to achieve.
• In this case, no monetary credits or other compensation will be granted if the objective is missed.
• This is provided for transparency and capacity-planning purposes only.

Client Responsibilities

While Exoscale is responsible for operating and maintaining the Scalable Kubernetes Service (SKS) control plane, Client remains responsible for all workloads and resources deployed within their clusters, including but not limited to:

• Container images, registries, and application runtimes.
• Deployment, configuration, and lifecycle management of Kubernetes workloads.
• Management of configuration data and persistent data, including volumes, backups, disaster recovery planning, and restore procedures.
• Cluster-level access control, including Kubernetes RBAC, namespaces, service accounts, and credentials.
• Security of applications, containers, and third-party components running in the cluster.
• Monitoring of resource usage, performance, and costs.

The Service Level Agreement applies solely to the availability of the SKS control plane. It does not cover worker nodes, pods, volumes, applications, data, or Client-deployed components.

For a complete explanation of the shared responsibility framework between Exoscale and Clients, please see the Exoscale Shared Responsibility Model documentation.

Exclusions

No compensation shall be granted to the Client if the failure to comply with the Scalable Kubernetes Service (SKS) Service Level Objective is due to any of the following reasons:

• Failures in Kubernetes nodes, volumes, or pods within Scalable Kubernetes Service (SKS) clusters, as the SLA applies to the control plane, and the customer is responsible for worker node management and data backup.

For the complete list of SLA exclusions, please refer to the General Exoscale Terms and Conditions.

Retribution

The standard retribution and SLA credit schemes apply for the Pro Cluster as described under General Exoscale Terms and Conditions or EUSA whichever applies. In the event that the Monthly Uptime Percentage for Exoscale Compute Instances falls below the committed Service Level Objective, the Client will be eligible for service credits as follows:

Claim Service Credit

To request a service credit, refer to the Service Unavailability Credit section of the Exoscale Terms and Conditions or the EUSA, whichever applies.