SLA KMS

These product-specific SLAs define the Service Availability Target for Exoscale Key Management Service (KMS). 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 Definitions

Product Specifications

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

Client Responsibilities

Exoscale operates, secures, and maintains the underlying infrastructure of the Key Management Service (KMS). When utilizing customer-managed KMS keys, clients retain responsibility for the operational lifecycle and access configurations of those keys, specifically:

• Key Lifecycle Management: Establishing and managing key automatic rotations schedules to maintain a secure posture.

• Key Deletions & Verification: Deciding when to schedule key deletions. Clients are responsible for verifying that a key is no longer referenced by any Exoscale services or workloads before the mandatory waiting period ends, and for actively canceling the pending deletion if dependencies need to be resolved.
• ** Key Availability**: Ensuring that custom keys remain active and enabled as long as they are required by other Exoscale services (such as Compute or Object Storage) protecting your workloads.
• Access Control & Policies: Defining and maintaining IAM policies and configurations governing access to KMS service and KMS keys.

The KMS SLA applies strictly to the availability and performance of the Exoscale KMS platform itself.

For a complete explanation of the shared responsibility framework between Exoscale and Clients, please see the Exoscale Shared Responsibility Model documentation.

Exclusions

No compensation or credit shall be granted if a service disruption, data unavailability, or data loss is caused by client-managed configuration or lifecycle decisions, including:

• Finalized Key Deletions: Disruption or permanent data loss resulting from a scheduled key deletion finalizing while the key is still actively required by Exoscale workloads (e.g., failing to verify dependencies or cancel the deletion before the waiting period ends).
• Inadvertent Disabling: Disabling an active key during normal, non-emergency operational workflows without transitioning workloads, resulting in self-inflicted disruption.
• Improper Key Material Handling: Failure to properly replicate key material, leading to unavailability during multi-zone cryptographic requests.
• Access Control Misconfigurations: IAM policies or revoked permissions that block authorized access to KMS operations.

For the complete list of SLA exclusions, please refer to the General Exoscale Terms and Conditions. This exclusion does not cover security incidents or data breaches resulting from a compromise of the underlying Exoscale infrastructure or failures within the Exoscale-managed KMS platform itself.

Retribution

Service credits apply only to the availability of the Key Management Service as defined above.

The standard retribution and SLA credit schemes apply for Exoscale Key Management Service as described under the General Exoscale Terms and Conditions or the EUSA, whichever applies. Service Credits shall be the Client’s sole remedy in the event of a failure to meet the Service Level Objective.

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.