Zilliz Cloud SLA.

Last Updated: April 15, 2026

This Service Level Agreement ("SLA") is issued by Zilliz, Inc. ("Zilliz"). This SLA forms part of the Zilliz Cloud Terms of Service, and by registering for or using Zilliz Cloud, Customer agrees to be bound by this SLA in its entirety. If Customer has entered into a separately executed Master Services Agreement ("MSA") with Zilliz, the order of precedence is: MSA > this SLA > Terms of Service; in the event of any conflict, the higher-ranking document shall prevail.

This SLA governs service availability only and does not replace Zilliz's commitments regarding personal data protection. For Zilliz's obligations relating to personal data processing, including those under the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), please refer to the Zilliz Privacy Policy and the Data Processing Agreement (DPA).

1. Applicability

The service availability commitment (Sections 3, 4, and 5) applies exclusively to Dedicated clusters under the Enterprise Plan and the Business Critical Plan. Free tier, Serverless, Standard and all Preview offerings (Public Preview, Private Preview) are excluded.

This SLA does not constitute a HIPAA Business Associate Agreement. Customers subject to HIPAA must execute a separate Business Associate Agreement (BAA) with Zilliz prior to storing any protected health information on Zilliz Cloud.

2. Definitions

Calendar Month: A calendar month as commonly understood, for example January 1 through January 31 (UTC). Downtime calculations and credit caps are all measured on a calendar month basis.

Monthly Minutes: The total number of minutes in a given calendar month.

Single Cluster Monthly Service Fee: The fees actually paid by Customer in cash for a single affected Zilliz Cloud Dedicated cluster during a calendar month. This excludes any amounts paid using credits, and any discounts, rebates, or other non-cash compensation.

Service Downtime: Outside of any Operation Window, a period of one (1) full minute during which all continuous connection attempts made by Zilliz's monitoring systems to the affected Dedicated cluster fail, or during which all server-side query and write requests to that cluster fail due to reasons attributable to Zilliz (excluding failures caused by Customer-side rate limiting, authentication errors, over-quota requests, or incorrect API calls). A single failed attempt within a minute does not constitute Service Downtime.

Operation Window: Scheduled maintenance downtime within a calendar month used for maintenance and upgrades of the Zilliz Cloud database.

Monthly Uptime Percentage: Calculated as follows:

Monthly Uptime Percentage = (Monthly Minutes − Service Downtime − Operation Window Minutes)
÷ (Monthly Minutes − Operation Window Minutes) × 100%

3. Uptime Commitment

Zilliz commits that the Monthly Uptime Percentage for each Dedicated cluster under the Enterprise Plan and Business Critical Plan will be no less than 99.95%, as measured exclusively by Zilliz's internal monitoring systems. Operation Window minutes are not counted as Service Downtime.

The following example assumes two clusters running in the same calendar month (30-day month):

Cluster A (active for 10,000 minutes in the month):

If Service Downtime is less than 5 minutes, Monthly Uptime Percentage exceeds 99.95%.
If Service Downtime is between 5 and 50 minutes, Monthly Uptime Percentage is below 99.95% but at or above 99.50%.

Cluster B (active for the full calendar month):

If Service Downtime is less than 21.6 minutes, Monthly Uptime Percentage exceeds 99.95%.

4. Service Credits

If a Dedicated cluster's Monthly Uptime Percentage falls below 99.95% in a given month, Customer may submit a claim for a Service Credit under this Section.

4.1 Credit Schedule

Monthly Uptime Percentage	Service Credit (% of Single Cluster Monthly Service Fee)
Below 99.95% but at or above 99.50%	10%
Below 99.50% but at or above 95.00%	25%
Below 95.00%	100%

4.2 Credit Conditions

Sole and Exclusive Remedy: Service Credits are issued exclusively as credits redeemable for future Zilliz Cloud purchases. These credits represent Zilliz's entire liability for any failure to meet the uptime commitment under this SLA. Customer may not claim monetary damages, refunds, or any other form of compensation in lieu of or in addition to Service Credits.This provision supplements and does not supersede any limitation of liability set forth in the Agreement or MSA.

Credit Cap: Total Service Credits for a given cluster in a calendar month shall not exceed the Single Cluster Monthly Service Fee paid for that cluster in that month (excluding any amount paid with credits).

Credits are non-transferable and non-redeemable for cash. Credits are valid for 12 months from the date of issuance and expire thereafter.

Multi-Cluster Rule: Service Credits are calculated independently per affected cluster, not against the Customer's total account invoice. For example, if Customer runs 3 Dedicated clusters and 2 of them fall below 99.95% availability in a given month, the credit calculation applies separately to each of those 2 clusters only; the third cluster is excluded from the calculation.

5. Credit Request Procedure

5.1 Deadline

Customer must submit a credit request within two (2) calendar months after the end of the calendar month in which the alleged Service Downtime occurred. Requests submitted after this deadline will not be processed.

5.2 Submission Channels

Requests may be submitted by emailing support@zilliz.com, by opening a support ticket via the Zilliz Cloud console, or by submitting a written request directly to Customer's account manager.

5.3 Required Information

The following must be provided in full. Incomplete requests will not be processed:

Subject line: "SLA Credit Request"
Organization ID and Cluster ID(s) to which the alleged Service Downtime applies
Date(s) and time(s) of the alleged Service Downtime (UTC)
Cloud provider name and deployment region(s) affected
Description of troubleshooting and resolution steps attempted by Customer
Relevant database request logs (sensitive information may be redacted)

5.4 Review and Issuance

Zilliz will review all complete requests and issue approved Service Credits in a timely manner. Zilliz's determination, made in good faith based on Zilliz's internal monitoring data, shall carry strong evidentiary weight. If Customer disputes Zilliz's finding, Customer may submit a written objection with supporting monitoring screenshots or logs, and Zilliz will review and respond accordingly.

6. Exclusions

The following circumstances shall not be counted as Service Downtime and shall not give rise to any Service Credits:

Scheduled Maintenance: Zilliz will notify Customer in advance of any planned maintenance at a reasonable time beforehand; for major maintenance, no less than 48 hours in advance. Emergency maintenance required to address critical security vulnerabilities or prevent data loss may be performed with shorter notice; such downtime remains excluded from Service Downtime calculations.
Customer Actions: Downtime caused by Customer's own acts or omissions, including but not limited to: account suspension or cluster release due to non-payment; voluntary cluster shutdown, restart, or deletion; misconfiguration of Customer's infrastructure or application (including credential leaks or access control errors); requests exceeding documented API rate limits; or deletion of data or clusters by Customer.
Cloud Provider Infrastructure: Downtime attributable to failures in the underlying infrastructure of third-party cloud providers (e.g., AWS, GCP, Azure) that are outside Zilliz's direct control.
Force Majeure: Downtime caused by events beyond Zilliz's reasonable control, including but not limited to: natural disasters (earthquakes, floods, fires, hurricanes); acts of war, terrorism, or civil unrest; government actions or sanctions; large-scale internet infrastructure failures; external cyberattacks targeting infrastructure Zilliz does not control.
Customer-Side Security Events: Connection failures resulting from cyberattacks (including DDoS attacks) targeting Customer's own application or client-side infrastructure that do not originate from a failure of Zilliz's server-side systems.
Non-Compliance with Documentation: Downtime resulting from Customer's failure to follow Zilliz's official product documentation and operational guidelines.
Preview Products: Downtime affecting any Public Preview or Private Preview feature or cluster. Preview offerings are provided "as-is" without any SLA coverage.
Failover and Disaster Recovery Operations: Brief connection interruptions resulting from availability zone or regional failover operations performed by Zilliz to maintain overall service stability shall not constitute Service Downtime, provided Customer data integrity is preserved.

7. SLA Modifications

Zilliz reserves the right to modify this SLA from time to time. Any material modification that reduces Customer's rights under this SLA will be communicated to Customer with at least 30 days' prior written notice via Customer's registered email address or in-product console announcement. Continued use of the Service after a modification takes effect constitutes Customer's acceptance of the updated SLA. If Customer objects to a material modification, Customer may terminate the affected services before the modification takes effect by providing written notice to Zilliz.

8. Governing Law and Dispute Resolution

This SLA shall be governed by the laws of the State of Delaware, without regard to its conflict of law provisions. Any disputes shall first be resolved through good-faith negotiation; if no resolution is reached within 30 days from the date the dispute arises, the dispute shall be submitted to binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules. The seat of arbitration shall be San Francisco, California. The arbitration shall be conducted in English. The arbitral award shall be final and binding on both parties. All disputes shall be resolved on an individual basis. Neither party may bring claims as a plaintiff or class member in any class, consolidated, or representative action.

9. General

This SLA does not affect the limitation of liability provisions set forth in the Agreement. The sole remedy provision in Section 4.2 supplements and does not supersede any limitation of liability set forth in the Agreement or MSA.
Service Credits issued under this SLA do not constitute a waiver of any other rights Customer may have under the Agreement.
If any provision of this SLA is held invalid or unenforceable, the remaining provisions shall continue in full force and effect.
Security incident notification obligations are governed exclusively by the applicable Data Processing Agreement and are not subject to this SLA.

For any questions regarding this SLA, please contact: support@zilliz.com