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Read MoreLast updated – July, 2024
This ScyllaDB Cloud Service Level Agreement (“SLA”) governs the support and maintenance services for the ScyllaDB Cloud and such other related services provided to you (“you” or “Customer”) by ScyllaDB Inc. or ScyllaDB, Ltd., as applicable (“ScyllaDB”, “we” or “us”), as further identified in your respective Order Form (the “ScyllaDB Cloud Services”) under the agreement with us governing your use of the ScyllaDB Cloud Services (the “Terms”).
Unless otherwise stated hereunder, this SLA is subject to the Terms, and Capitalized terms not defined hereunder shall have the meaning ascribed to them in the Terms. ScyllaDB reserves the right to modify the terms and conditions of this SLA. We will provide a prior notice of at least 90 days for material changes to this SLA.
DEFINITIONS.
SERVICE COMMITMENTS AND CREDITS.
1. Service Commitments and Product Tiers:
Support and Care Package | |||
Professional | Premium | ||
Monthly Uptime Percentage | Service Credit Percentage | Monthly Uptime Percentage | Service Credit Percentage |
Equal to or greater than 99.99% | No Credit | Equal to or greater than 99.999% | No Credit |
Less than 99.99% but equal to or greater than 99.0% | 10% | Less than 99.999% but greater than 99.99% | 10% |
Less than 99.0% | 25% | Less than 99.0% | 25% |
SLA APPLICABILITY TERMS; CREDIT REQUESTS AND PAYMENT PROCEDURES.
SLA EXCLUSIONS.
Notwithstanding anything to the contrary herein or the Terms, this SLA shall only apply to Downtime, and only to the extent such Downtime is not resulting from:
FAIR USAGE POLICY.
Apache® and Apache Cassandra® are either registered trademarks or trademarks of the Apache Software Foundation in the United States and/or other countries. Amazon DynamoDB® and Dynamo Accelerator® are trademarks of Amazon.com, Inc. No endorsements by The Apache Software Foundation or Amazon.com, Inc. are implied by the use of these marks.