Zilliz Cloud SLA


Last updated: Nov 19, 2022

Zilliz, Inc. ("we", "us", or "our") will use reasonable efforts to ensure the maximum availability of Zilliz Cloud (“Platform”), which is one of the cloud services we offer. This Service Level Agreement ( this "SLA") is an integral part of the Terms and Conditions (the "Agreement") and applies only to the extent expressly set forth in the Agreement. Any capitalized terms used in this SLA are as defined in the Agreement unless otherwise specified. Zilliz Cloud may modify this SLA from time to time.

Definitions

  • “Month” means a calendar month in one of the twelve named months that a year is divided into.

  • “Calendar Minutes” means the total number of minutes in a particular calendar month.

  • “Service Downtime” is the total accumulated minutes during a calendar month for a given Zilliz Cloud database during which the entire database is unavailable. A minute is considered unavailable for a given database if all continuous attempts by Zilliz Cloud’s monitoring system to connect to the database within the minute fail. Downtime does not include partial minutes of unavailability or scheduled downtime for maintenance and upgrades.

  • “Applicable Monthly Service Fee” means the total fees you paid for the resources and services we offer on the Platform during the calendar month in which Service Downtime occurs. If you pay the fees for several months and several databases at a time, the Applicable Monthly Service Fee is calculated as the total paid fees divided by the total number of months and the total number of databases.

  • “Monthly Uptime Percentage” means the number of Calendar Minutes in a particular month, minus the number of minutes of measured Service Downtime during that month, divided by the number of Calendar Minutes of that month. The Monthly Uptime Percentage can be calculated as:

    • Monthly Uptime Percentage = (Calendar Minutes in a particular month - Service Downtime) / Calendar Minutes in the particular month

    • For any month in which your database is deployed for only part of that month, it is assumed that there was no Service Downtime during the portion of the month in which your database was not deployed.

  • “Cloud Provider” means the cloud provider that you selected when you deployed your database.

  • “Deployed Region” means the region of a selected Cloud Provider, in which you deployed your database.

Service Credits

“Service Credits” are calculated as a percentage of the Applicable Monthly Service Fee you paid for the services that did not meet the Monthly Uptime Percentage commitment in a particular month in accordance with the schedule below.

Monthly Uptime PercentageService Credits
Less than 99.9% but equal to or greater than 99.5%10%
Less than 99.5% but equal to or greater than 95.0%25%
Less than 95.0%100%

Given that you have purchased two databases A and B in a particular month, the Monthly Uptime Percentage is to be calculated for each of these databases as follows:

  • For database A which serves 13,000 minutes,

    • The Monthly Uptime Percentage is above 99.9% if the Service Downtime is less than 13 minutes.
    • The Monthly Uptime Percentage is less than 99.9% but equal to or greater than 99.5% if the Service Downtime is between 13 minutes and 65 minutes.
  • For database B which serves a full month,

    • The Monthly Uptime Percentage is above 99.9% if the Service Downtime is less than 43.2 minutes.

Customer Obligations

To be eligible to claim service credits, you must submit a claim by opening a ticket on the Platform or send us an email at cloud-support@zilliz.com by the end of the month next to the one in which Service Downtime occurs. The claim must include

  • The exact words “SLA Credit Request” in the subject line

  • Information necessary for us to validate your claim, including but not limited to

    • Dates and time of each Service Downtime you are claiming
    • Names of the Cloud Provider and Deployed Region of your database affected by the Service Downtime
    • Descriptions of your attempts to resolve the Service Downtime at the time of its occurrence
    • Logs of the requests sent to your database within the Service Downtime with any sensitive information being removed or replaced by asterisks.

We will evaluate your claims and determine in good faith whether you shall be entitled to the Service Credits. We will issue any entitled Service Credits within the month next to the one in which your claim is received.

Exclusions

The service commitment does not apply to any unavailability, suspension, or termination of our services caused by

  • Factors outside of our reasonable control, including any force majeure events or problems beyond the demarcation point of the Platform

  • Any voluntary actions or inactions from you or any third party

  • Insufficient compute and storage capacity provisioned to process your requests

  • Credential leaks or improper authorization resulted from improper operations

  • Failure to be in full compliance with the procedures and suggestions in the user guides and other product documents

  • Services, hardware, or software provided by a third party, such as cloud platform services (e.g., AWS, GCP) on which Zilliz Cloud runs

  • Zilliz Cloud’s beta offerings