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Home Legal Service Level Agreements

CrateDB Cloud Service Level Agreement

 

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Crate.io reserves the right to change, alter, replace, or otherwise modify this Service Level Agreement at any time, the date of last modification is stated at the top of these Support Terms. Only the latest version of this Agreement is valid.

Crate.io will use commercially reasonable efforts to ensure the availability of CrateDB Cloud services and provides performance standards as outlined below. This Service Level Agreement (“SLA”) is only valid for CrateDB Cloud clusters with 3 or more nodes, that have been up for a minimum of 24 hours. This SLA does not apply to any other product offered by Crate.io.

If a CrateDB Cloud Cluster does not achieve and maintain the monthly uptime percentages set forth in the table below, then the customer might be eligible for a service credit.

Monthly Uptime Percentage
Service Credit
< 99.5% but equal to or greater than 99.0%

10%

< 99.0% but equal to or greater than 95.0%

25%

< 95.0%

100%

Definitions

Basic Support
Premium Support

month

If not stated otherwise, refers to a full calendar month

monthly service fees

the total fees paid by a customer for an individual CrateDB Cloud cluster during the month in which Downtime occurred.

downtime

calculated downtime per CrateDB Cloud cluster monthly and is the total number of minutes during the month that the entire CrateDB Cloud cluster was unavailable (Status Red). A minute is considered unavailable if all continuous attempts to establish a connection to the CrateDB Cloud cluster by a customer fail within the minute. Partial minutes of unavailability or scheduled downtime for maintenance and upgrades are excluded from downtime.

monthly uptime percentage

monthly uptime per CrateDB Cloud cluster calculated as:
(total monthly minutes – downtime minutes) / (total monthly minutes) x 100

service credit

the percentage of the applicable monthly service fees to be credited to you if CrateDB approves your claim, as set forth in the table above.

Note: Any CrateDB Cloud cluster deployed for only part of the month is assumed to be 100% available for the portion of the month that it is not deployed.

Customer Obligations

To be eligible for a service credit:
  • The customer must log a support ticket with Crate.io within 24 hours of first becoming aware of an event that impacts service availability.
  • The customer must submit their claim and all required information by the end of the month immediately following the month in which the downtime occurred.
  • The customer must provide all information that is necessary for Crate.io to validate the claim, including:
    1. Detailed description of the events resulting in the downtime, including request logs that document the errors and proof the claimed outage (confidential or sensitive information in the logs may be removed or replaced)
    2. Information about the time and duration of the downtime
    3. Information and details about any of the customers’ attempts to resolve the downtime at the time of occurrence.
  • The customer must put up reasonable effort to help and support Crate.io in investigating the cause of the downtime and processing your claim.
  • The customer must comply with applicable instructions, guidelines and best practices from the CrateDB Cloud documentation and any advice from the Crate.io support team.

To claim a service credit please provide the above requested information to support@crate.io.

Service Credits

Claims will be processed within 45 days of acknowledging the claim. If Crate.io determines that the customer has satisfied the customer obligations above and that none of the below limitations apply to the claim, a service credit will be granted. Any service credit will be applied to a future invoice or payment for the CrateDB Cloud cluster that experienced the downtime. Service credits will not be applied to fees for any other CrateDB Cloud cluster.

Service Credits are the customer's sole and exclusive remedy under this SLA.

Limitations

Downtime does not include, and therefore will not render eligible for a service credit, any performance or availability issues that result from:
  • Factors outside of Crate.io’s control, such as natural disaster, war, acts of terrorism, riots, government action, or a network or device failure at your site or between your site and CrateDB Cloud.
  • Services, hardware, or software provided by a third party, such as cloud platform services on which CrateDB Cloud runs.
  • Use of your password or equipment to access our network.
  • The customers’ or any third party’s (a) improper use, scaling or configuration of CrateDB Cloud, or (b) failure to follow appropriate security practices.
  • Customers are responsible to ensure compatibility of their own or any third-party software used by them with new CrateDB versions prior to updates.
  • Any CrateDB Cloud features that are labelled as beta-offerings.
  • Crate.io reserves the sole and exclusive right to revoke any free trial or other promotional benefits and put your account on hold in the event that we have reasonably determined that you are not eligible, due to any abuse of the free trial or otherwise.

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