SLA

Compute Instances Service Level Agreement (SLA)

These product-specific SLAs define the Service Availability Target for Exoscale Compute Instances. It applies to each Client using the Service and for each instance individually. 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

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 and may be affected by temporary capacity shortages, including GPU resource constraints.

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 of components under the client’s control, such as client-side software, applications, or operating system configurations installed on the Compute Instances.

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 and operation of the Compute and GPU Server infrastructure, Client remains responsible for all components deployed within their instances, including but not limited to:

• Operating system, custom templates, applications, middleware, runtime environments, and dependencies.
• Data stored on Compute Instances, including data classification, retention, and deletion.
• Configuration and management of firewalls, security groups, network 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 Compute Instance and GPU Server 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 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.