# SLA

## Private Connect Specific Service Level Agreement (SLA)

These product-specific SLAs define the Service Availability Target for Private Connect. 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 |
|--------|--------|------------|
| Single port availability | >= 99.95% Monthly Uptime Percentage | The percentage of time in a calendar month that the service is available for external connectivity.|
| Dual port availability | >= 99.95% Monthly Uptime Percentage | The percentage of time in a calendar month that the service is available for external connectivity.|

### Other product specifications

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

### 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 Private Connect service, Clients remain responsible for the following:

- On-premises network equipment configuration
- BGP session management and routing policies
- Network address planning and IP allocation
- Redundancy setup for dual-port configurations

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 Private Connect 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/)