SLA
Block Storage Service Level Agreement (SLA)
These product-specific SLAs define the Service Availability Target for Exoscale Block Storage. 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 | >= 99.95% Monthly Uptime Percentage | The percentage of total minutes in a calendar month during which Exoscale Block Storage 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% | Block Storage only guarantees the full durability of data when the volume is snapshotted. For maximum data durability, regular snapshots are highly recommended. |
| Data Durability | >= 99.99% | Data durability of Block Storage when the volume is not snapshotted. |
Other product specifications
For detailed product features, technical specifications, and tutorials, please refer to the Exoscale documentation.
Exclusions
No compensation shall be granted to the Client if the failure to comply with the Block Storage 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 Block Storage volumes.
For the complete list of SLA exclusions, please refer to the General Exoscale Terms and Conditions.
Client Responsibilities
While Exoscale is responsible for the availability and operation of the Block Storage service infrastructure, Client remains responsible for the management and protection of all data stored on their volumes, including but not limited to:
- File system creation, configuration, and integrity on attached volumes.
- Data stored on Block Storage volumes, including data classification, retention, and deletion.
- Backup strategy, snapshot creation, restore validation, and disaster recovery planning.
- Access control to Block Storage volumes, including user accounts, roles and credentials.
- Monitoring of storage usage, performance, and costs.
- Client defined encryption and recovery keys.
Snapshot durability guarantees apply only to volumes that are explicitly snapshotted. Block Storage persistence and durability do not replace Client-managed backup and recovery processes. Clients are responsible for defining appropriate snapshot schedules and regularly validating restore procedures.
The Service Level Agreement applies solely to the availability and durability of the Block Storage service as defined above and does not cover file system corruption, application behavior, data integrity within the operating system, or Client workload configuration.
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 Block Storage 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