SLA

Dedicated Hypervisors Service Level Agreement (SLA)

These product-specific SLAs define the Service Availability Target for Exoscale Dedicated Hypervisors. The SLA applies to each provisioned dedicated hypervisor. 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

Other product specifications

For detailed product features, technical specifications, and tutorials, please refer to the Exoscale documentation.

Exclusions

No compensation shall be granted to the Client if the failure to comply with the Compute Service Level Objective is due to any of the following reasons:

• Unavailability or misconfiguration of components under the Client’s control, including instances, operating systems, applications, or workloads running on the dedicated hypervisor.

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

Client Responsibilities

While Exoscale is responsible for the availability of the dedicated hypervisor infrastructure, the Client is responsible for all workloads and configurations running on top of it, including:

• Instance lifecycle management (creation, deletion, scaling, placement).
• Operating system, custom templates, applications, middleware, runtime environments, and dependencies.
• Data stored on the Instances, including data classification, retention, and deletion.
• Configuration and management of firewalls, security groups, networking rules, and exposed services.
• Identity and access management, including SSH keys, user accounts, associated roles and credentials.
• Client defined encryption and recovery keys.
• Reviewing access, logs, and vulnerabilities.
• Backup strategy, snapshot usage, restore validation, and disaster recovery planning.
• Monitoring of resource usage, performance, and costs.

Snapshots and storage durability provided by Exoscale do not replace client managed backup and recovery processes. Clients are responsible for defining appropriate backup policies and regularly validating restore procedures.

The Service Level Agreement applies solely to Dedicated Hypervisors and GPU Dedicated Hypervisors availability as defined above and does not cover application performance, operating system behavior, data integrity, or Client workload configuration.

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

Retribution

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

Claim Service Credit

To claim a Service Credit, open a support ticket in the Exoscale Portal within 10 business days of the incident. More details