# SLA Private Network

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These product-specific SLAs define the Service Availability Target for Exoscale [SERVICE]. 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 Definitons
| Metric | Target | Definition |
|--------|--------|------------|
| Service Availability  | >=99.95% | The percentage of total minutes in a calendar month during which Exoscale [SERVICE] is available and operational for use. This objective ensures consistent access to your virtual machines, with a monthly overall availability of 99.95%. This objective is designed to ensure consistent access to your data and high performance for attached compute instances.|
| Snapshot Data Durability | >=99.999999999% | [SERVICE] only guarantees the full durability of data when the volume is [snapshotted](/product/storage/block-storage/operation/snapshot/). For maximum data durability, regular snapshots are highly recommended.|
| Data Durability | >=99.99% | Data durability of [SERVICE] when the volume is not snapshotted. |

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

## Client Responsibilities
While Exoscale is responsible for the availability and operation of the [SERVICE] service infrastructure, Client remains responsible for the management and protection of all data stored on their volumes, including but not limited to:

* ....
* ....
* ....
* ....

The Service Level Agreement applies solely to the availability and durability of the [SERVICE] service as defined above and does not cover ... 

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/).

## Exclusions
No compensation shall be granted to the Client if the failure to comply with the [SERVICE] 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 [SERVICE].

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

## 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 [SERVICE] 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/)
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