ClearDB Service Level Agreement

Introduction

ClearDB has a tiered Service Level Agreement (SLA) policy that provides you with the best protection for your needs. All tier uptime ratings exclude scheduled maintenance.

ClearDB Multi-Tenant Database SLA

– Overall Service Availability: 99.99% Guaranteed.

ClearDB Single Instance Database SLA

– Overall Service Availability: 99.5% Guaranteed.

ClearDB MySQL Mission-Critical SLA

– Overall Service Availability: 100% Guaranteed.
– 15 Minute Support Response Time Guaranteed.
– 6 Hour Support Resolution Time Guaranteed.

ClearDB MySQL Enterprise SLA

– Overall Service Availability: 100% Guaranteed.
– 15 Minute Support Response Time Guaranteed.
– 3 Hour Support Resolution Time Guaranteed.

Credits

If we fail to meet any of the service level guarantees listed above, your account will be eligible for a credit. Credits will be calculated as a percentage of the fees for the current monthly billing period during which the failure occurred (to be applied at the end of the billing cycle), as follows:
– Five percent (5%) of the fees for each hour of complete service unavailability, up to 100% of the fees.

Limitations

You are not entitled to a credit if you are in breach of any of your service agreements with us (including your payment obligations with us) until you have cured said breach. In order to receive a credit, you must contact us within thirty (30) days from the unavailability event. You must also be able to clearly show that your use of ClearDB services was adversely affected in some way as a result of complete service unavailability for your account in order to be eligble for credit.

This service level agreement is your sole and exclusive remedy for complete ClearDB unavailability for your account.

Notwithstanding anything in this Service Level Agreement to the contrary, the maximum total credit for the monthly billing period including all guaranties, shall not exceed 100% of your fee for that billing period. Credits that would be available but for this limitation will not be carried forward to future billing periods.

To apply for an SLA credit, please contact us with details of your claim.

Effective Date: July 16, 2015