Compute Instances SLA
99.95% uptime guarantee
SLA Overview
Exoscale Cloud Service-Level Agreement (SLA)
As a European cloud provider, Exoscale backs every product with a clear, comprehensive cloud SLA. Our service-level agreements guarantee 99.95% to 99.99% uptime depending on the service, across all European zones, with transparent availability metrics and automated service credits for any downtime.
Products Service-Level Agreements (SLAs)
Every Exoscale product is backed by its own cloud SLA with a guaranteed monthly uptime percentage. Review the availability commitment for each service below.
SKS SLA
99.95% uptime guarantee
DBaaS SLA
99.99% uptime guarantee
SOS SLA
99.95% uptime guarantee
Block Storage SLA
99.95% uptime guarantee
DNS SLA
99.95% uptime guarantee
CDN SLA
99.95% uptime guarantee
NLB SLA
99.95% uptime guarantee
EIP SLA
99.95% uptime guarantee
Private Connect SLA
99.95% uptime guarantee
Dedicated Inference SLA
99.95% uptime guarantee
Support SLA
Response time guarantees based on support tier
Platform Service Level Objectives (SLOs)
Foundational platform components are covered by Service Level Objectives (SLOs) — measurable uptime targets that complement our product SLAs.
API SLO
99.95% uptime target
Portal SLO
99.95% uptime target
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Start your Instance nowUnderstanding Our SLA Commitments
What is a Downtime Period?
A Downtime Period means a period of five or more consecutive minutes of Downtime. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.
What is Availability?
Availability measures the percentage of time our services remain operational and accessible to you. We express this as a “Monthly Uptime Percentage” and guarantee between 99.95% and 99.99% availability depending on the product. This means your applications and data remain accessible when you need them, with minimal interruptions.
What are Service Level Objectives (SLOs)?
SLOs define specific, measurable performance targets that underpin a specific service but are not covered by a strict SLA. These objectives set clear expectations for service performance, response times, and reliability. By establishing SLOs, we want to offer transparency on all aspects of the platform and services.
Do all Exoscale services have the same SLA?
No. Each service has its own dedicated SLA, with guaranteed availability ranging between 99.95% and 99.99% depending on the product. Foundational platform components such as the Portal and the API are covered by Service Level Objectives (SLOs) rather than a strict SLA. You can review the specific commitment for every product in the sections above.
How do Service Credits & Compensation work?
If we fail to meet our guaranteed uptime commitments, you are eligible for service credits proportional to the downtime experienced. To claim a credit, and for the full eligibility and process details, please refer to the Service Unavailability Credit section of our Terms and Conditions.
How is your Infrastructure designed for redundancy?
Our high-availability architecture employs multiple redundancy mechanisms including opt-in cross-zone replications, fault domains, and automated failover systems. This robust infrastructure design ensures continuous service operation even in the event of hardware failures or maintenance activities, supporting our 99.95% uptime guarantee.
What are the SLA Exclusions?
Our service-level agreements do not cover downtime caused by factors outside Exoscale’s control. These exclusions include scheduled maintenance windows announced in advance, force majeure events (natural disasters, acts of war, etc.), issues with third-party services or client-side infrastructure, service disruptions caused by violations of our Terms of Service, and unavailability resulting from client software, equipment, or network failures.
Where can I find the complete Terms and Conditions?
For complete details about our service agreements, policies, and legal terms, please refer to our Terms and Conditions.