# SLA

## Network Load Balancer Specific Service Level Agreement (SLA)

These product-specific SLAs define the Service Availability Target for Exoscale Network Load Balancer. 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 

| Metric | Target | Definition |
|--------|--------|------------|
| Service Availability for Network Load Balancer | >= 99.95% Monthly Uptime Percentage | The percentage of time in a calendar month during which the Exoscale Network Load Balancer is operational and accessible, actively distributing traffic to healthy backend targets. Unavailability means that the Client is unable to access its subscribed resources running on the Exoscale Service platform due to the failure of a critical component like the load balancer.|

### Other product specifications

For detailed product features, technical specifications, and tutorials, please refer to the [Exoscale documentation](/product/networking/nlb/).

### Exclusions

For the complete list of SLA exclusions, please refer to the [General Exoscale Terms and Conditions](https://www.exoscale.com/terms/).

### Client Responsibilities

While Exoscale is responsible for operating and maintaining the Network Load Balancer service, Clients remain responsible for the following:

- Backend server health and availability
- Health check configuration and tuning
- SSL/TLS certificate management for HTTPS listeners
- Security group rules for load balancer traffic

For a complete explanation of the shared responsibility framework between Exoscale and Clients, please see the [Exoscale Shared Responsibility Model documentation](/platform/compliance/shared-responsability-model/).

### Retribution

The standard retribution and SLA credit schemes apply for this product as described under [General Exoscale Terms and Conditions](https://www.exoscale.com/terms/) or [EUSA](https://www.exoscale.com/eusa/) whichever applies. In the event that the Monthly Uptime Percentage for Exoscale NLB falls below the committed Service Level Objective, the Client will be eligible for service credits as follows:

| Monthly Uptime Percentage | Service Credit Percentage of Monthly Service Fees for Affected Resources | 
|--------|--------|
| from 99.95% to 98.3%| 50% | 
| below 98.3% |100%| 

#### 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](https://www.exoscale.com/terms/)