Customer SLA Agreement

Introduction

At TeraDB Cloud, we are committed to providing our customers with reliable, high-performing, and secure services. This Service Level Agreement (SLA) outlines the guaranteed levels of service, support, and performance you can expect from us, as well as our refund and cancellation policy.

Service Availability

We ensure a 99.9% uptime for all services, excluding scheduled maintenance.

Service Downtime

Service downtime refers to the period during which the core functionalities of TeraDB Cloud are inaccessible due to failures within our systems.

Scheduled Maintenance

Advance notice of at least 72 hours will be provided for all planned maintenance activities. Maintenance windows are typically scheduled during non-peak hours.

Performance Guarantees

• Response Times

  • API Latency: Our APIs are designed for low-latency operations, with an average response time of under 200 milliseconds.
  • Data Throughput: Guaranteed minimum throughput of 1GB/s for standard workloads.

• Support Response Times

  • Standard Support: Response within 24 business hours.
  • Premium Support: Response within 2 business hours.
  • Enterprise Support: Response within 1 hour with 24/7 availability.

Incident Management

Incident Severity Levels and Response Times

• Critical Incidents (P1): Complete service outage or critical business operations impacted.

  • Response Time: 1 hour
  • Resolution Time: 4 hours

• High Priority (P2): Major functionality is impaired, but the service remains operational.

  • Response Time: 2 hours
  • Resolution Time: 8 hours

• Medium Priority (P3): Minor impact on functionality, with no critical business operations affected.

  • Response Time: 1 business day
  • Resolution Time: 3 business days

• Low Priority (P4): General inquiries or feature requests.

  • Response Time: 2 business days

Refund & Cancellation Policy

1. Refund Policy

• Eligibility for Refunds

  Refunds may be provided if:

  • The service uptime falls below 99.9% in a given month.
  • There is a failure to meet SLA commitments on support response and resolution times.
  • Services are canceled within the first 14 days of subscription for new customers.

• Refund Calculation

  Refunds are calculated based on the proportion of downtime relative to the subscription fee for the affected period.

2. Cancellation Policy

• Subscription Cancellations:
  Customers may cancel their subscriptions at any time via their account dashboard or by contacting support.

  • Monthly Subscriptions: No further charges will be incurred after the billing cycle ends.
  • Annual Subscriptions: Prorated refunds are available for unused service months, subject to a 10% administrative fee.
• Termination by TeraDB Cloud: In cases of violation of our terms of service, we reserve the right to terminate services without a refund.

3. Exclusions

Refunds are not applicable for:

• Issues caused by customer misconfigurations or third-party integrations.
• Service unavailability due to external factors beyond TeraDB Cloud’s control, such as internet outages or force majeure events.

Compensation Policy

For SLA breaches, customers are entitled to service credits as compensation:

• Downtime Credit

  • Less than 99.9% uptime: 10% of monthly fees as credit.
  • Less than 99% uptime: 25% of monthly fees as credit.
• Service credits are applied to the next billing cycle and cannot be redeemed as cash.

Reporting Issues & Escalation

To report SLA breaches or request refunds:
• Submit a Ticket: Use the support portal or email support@teradbcloud.com.
• Escalation Contact: Reach out to the SLA Manager at sla@teradbcloud.com.

Amendments to SLA

This SLA may be updated from time to time. Customers will be notified of changes 30 days in advance via email or a notification in the customer dashboard.