The following is our service and uptime commitment for the relevant services, as identified in the table below. We determine Monthly Uptime Percentage and financial credit on a calendar month basis.
|Service||Monthly Uptime Percentage|
|Civo Compute Instance||99.5%|
"Affected Service" shall mean a specific service defined as affected by an Outage as defined in the definition of 'Outage' below.
"Civo Kubernetes Cluster" shall mean Kubernetes cluster divided into two components:
- Control plane nodes which provide the core Kubernetes services and orchestration of application workloads.
- Nodes run application workloads.
"Emergency Maintenance" shall mean a 'Maintenance Window' where it's critical that maintenance is carried out as soon as possible to prevent a material impact on the service to you, including but not limited to the risk of a cyber attack, data integrity, or platform availability.
"Kubernetes API" shall mean a control plane automatically created and configured when you create a Civo Kubernetes Cluster. The control plane includes the API server that exposes the underlying Kubernetes API.
"Monthly Uptime Percentage" shall mean the total number of minutes in a month, minus the number of Outage minutes suffered from all Outage Periods in a month, divided by the total number of minutes in a month, all multiplied by 100.
"Outage" shall mean;
Loss of external connectivity or Kubernetes API access to all applicable running clusters with the inability to launch replacement clusters in any region.
It does not include the failure of individual Kubernetes nodes or the Kubernetes pods running on those nodes unless all nodes in a cluster catastrophically fail or are unavailable to serve workloads simultaneously.
Loss of connectivity to the instance, given an open Civo firewall and confirmation of no blocking internal firewall rules applied (e.g. iptables).
Inability to write to the instance's filesystem after successful boot.
Does not include corrupted filesystems because all default filesystems are replicated and bitrot-checked, therefore the cause for this may be the user shutting down the instance during filesystem operations.
Inability to write to a volume attached to a compute instance or Kubernetes node for longer than the Outage Period.
Inability to mount to a Kubernetes node for over 10 minutes (due to Kubernetes eventual consistency, this may take up to 10 minutes in the event of emergency node removal). This is an exception to the general Outage Period.
Inability to mount a volume to a compute instance within the Outage Period.
Outages do not include times designated and notified in advance of “Scheduled Maintenance” or “Emergency Maintenance” in accordance with the terms of this SLA.
"Outage Period" means a period of five or more consecutive minutes of an Outage.
"Scheduled Maintenance" means planned maintenance on our website and or API which is likely to affect the services such that the service is unavailable for you to perform any material activity.
Except in the event of Emergency Maintenance we shall:
- ensure that Scheduled Maintenance does not occur outside the hours of 12:00 am and 08:00 am local time for the affected region(s); and
- notify you or your reseller partner(s) (as applicable) of any maintenance window for the affected region(s) at least 1 business day in advance;
|Uptime Percentage||Uptime Percentages Credit given|
|Civo Kubernetes||Civo Compute Instances||Civo Storage|
|99.0% to < 99.5%||99.0% to < 99.5%||99.0 < 99.9%||10%|
|95.0% to < 99.0%||95.0% to < 99.0%||95.0% to < 99.0%||30%|
|< 95.0%||< 95.0%||< 95.0%||100%|
Request for Financial Credit
To receive any financial credit, you must notify us within 60 days from the date of an outage that qualifies for credit. Notification must be done through our SLA Financial Credit Request form, which must include server log files showing loss of connectivity errors and the date and time of those errors. If these are not provided, you will forfeit your rights to receiving financial credit.
Maximum Financial Credit
The maximum financial credit provided by us for any outages will not exceed 100% of the amount due from you for that billing month. Credit will be provided in the form of monetary credit which can be used for any of our services and will be issued within 30 days of the successful financial credit request. The credit will expire 12 months after the date of issue.
If a dispute arises with respect to this SLA ('SLA Dispute') then the following actions will be taken:
- We will decide (acting reasonably and in good faith) based on our own system logs and records, and other available information which may be available to us;
- In the event of disagreement following our determination under (a) above, we will attempt to settle the SLA dispute with you by mediation in accordance with the CEDR Model Mediation Procedure (unless otherwise agreed in writing, the mediator shall be nominated by CEDR Solve); and
- If the SLA Dispute is not resolved promptly after mediation, the SLA Dispute shall be resolved in accordance with clause 16.
This SLA will not apply to any region where the deployed version of the software is not listed as a stable version.