SLA
Simple Object Storage Service Level Agreement (SLA)
These product-specific SLAs define the Service Availability Target for Simple Object Storage (SOS). 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 |
|---|---|---|
| Availability | >= 99.95% | The percentage of time in a calendar month that the service is available for external connectivity. |
Non-binding objectives
Simple Object Storage (SOS) is designed with the following service level objectives. Breaching of these objectives does not constitute a case for claiming service credit as described above.
| Metric | Target | Definition |
|---|---|---|
| Data durability | >= 99.999999999% | |
| Data accessibility | >= 99.95% |
Nature of the Non-binding Objectives Commitment
- This provision does not constitute a legally binding obligation but rather specifies a target value that Exoscale will endeavor to achieve.
- In this case, no monetary credits or other compensation will be granted if the objective is missed.
- This is provided for transparency and capacity-planning purposes only.
Other product specifications
For detailed product features, technical specifications, and tutorials, please refer to the Exoscale documentation.
Key features that contribute to the SLA:
- Bucket-to-Bucket Replication for disaster recovery and multi-zone synchronization
- Bucket Versioning and Object Lock to protect data from accidental deletion
- Server-Side Encryption for data protection at rest
Exclusions
For the complete list of SLA exclusions, please refer to the General Exoscale Terms and Conditions.
Client Responsibilities
While Exoscale is responsible for operating and maintaining the Simple Object Storage service, Client remains responsible for the following but not limited to:
- Bucket access control and IAM policy management
- Data classification and regulatory compliance for stored objects
- Object lock retention time
- Monitoring of resource usage, performance, and costs
- Client defined encryption and recovery keys
- Backup strategy, restore validation, and disaster recovery planning
For a complete explanation of the shared responsibility framework between Exoscale and Clients, please see the Exoscale Shared Responsibility Model documentation.
Retribution
| 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