SLA

Elastic IP Specific Service Level Agreement (SLA)

These product-specific SLAs define the Service Availability Target for Exoscale Elastic IPs. 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

Other product specifications

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

Exclusions

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

Client Responsibilities

While Exoscale is responsible for operating and maintaining the Elastic IP service, Clients remain responsible for the following:

• Instance attachment and detachment management
• Health check configuration for managed EIPs
• Firewall and security group rules for EIP traffic
• Failover automation setup when applicable

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 EIP 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