SLA

DBaaS Service-Level Agreement (SLA)

These product-specific SLAs define the Service Availability Target for Database as a Service (DBaaS). 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.

Exoscale DBaaS is powered by managed-database technology from Aiven Ltd. For transparency, this SLA reflects that foundation, but it is Exoscale’s own commitment to the Client and applies to all paid DBaaS service plans.

SLA

Non-binding objectives

Backup retention profile (per plan)

For more information on how backups work and how to restore data, see the Backups and Restore guide.

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.

Other product specifications

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

Exclusions

The following events are excluded from the Service Availability Target and shall not be considered a Service Outage, including but not limited to:

• Caused by factors outside of Exoscale’s reasonable control, including any force majeure event and hostile actions by third parties such as denial-of-service attacks.
• Downtime caused by the use of Beta Services and/or Beta Features also called Preview.
• Periodic Maintenance Updates, which shall not occur more often than once (1) per calendar month.
• Critical Bug fixes and Security Updates.
• Customer-generated service system load (network requests, client queries, storage usage) that exceed the resource-based capabilities (network traffic, cpu usage, memory usage, disk usage) of the given service plan level.
• Customer modification or termination of critical resources (including operating credentials, the VPC, virtual machines, object storage, networking) utilized by Provider to provide the Cloud Services.

Client Responsibilities

While Exoscale is responsible for operating and maintaining the DBaaS infrastructure, Client remains responsible for the following but not limited to:

• Database schema design and query optimization
• Backup strategy, restore validation, and disaster recovery planning
• Monitoring of resource usage, performance, and costs
• Application-level and network-level access control and credential management
• Data classification and regulatory compliance for stored data
• Client defined encryption and recovery keys
• Set maintenance window time

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. The Service Credits shall be the sole remedy for not meeting the SLA. In the event that the Monthly Uptime Percentage for Exoscale DBaaS falls below the committed Service Level Objective, the Client will be eligible for service credits as follows:

Service credits apply only to plans with a committed availability target (Startup, Business, and Premium); Hobbyist plans are best-effort.

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.