YugabyteDB Aeon Service Level Agreement

Last Updated: October 16, 2024

Prior versions of this YugabyteDB Aeon Service Level Agreement are available here.

In addition to each Party’s other rights and responsibilities specified in the Agreement,
YugabyteDB, Inc.’s (“Yugabyte”) provision to Customer of access to YugabyteDB Aeon, and
Customer’s and End Users’ access to and use of the same, shall conform to the following standards:

1. Availability of YugabyteDB Aeon.
   Subject to the Availability calculations specified in Section 2, Yugabyte will use commercially
   reasonable efforts to make YugabyteDB Aeon available for remote access twenty-four (24) hours
   a day, seven (7) days per week, provided that Yugabyte shall not be liable for any such failure
   by reason of contingencies beyond the reasonable control of Yugabyte.
2. Service Level Agreement.
   1. Yugabyte shall use commercially reasonable efforts to provide to Customer remote access
      to YugabyteDB Aeon a minimum of 99.99% of the time as measured by Yugabyte during any
      calendar month, excluding Excused Outages (defined below) (“Available” or “Availability”).
   2. “Downtime” means the total accumulated minutes during a calendar month for a given
      YugabyteDB Aeon cluster, during which the entire cluster is un-Available. A minute is
      considered down when there are no established connections to a given cluster and all
      attempts to connect to any node in the cluster fail. Partial minutes of un-Availability
      will not be counted as Downtime. Downtime as a result of any causes beyond the control
      of Yugabyte or that are not reasonably foreseeable by Yugabyte, including, without
      limitation by any of the events noted below are excluded from the Availability calculations
      (collectively, “Excused Outages”):
      1. Customer environment issues affecting connectivity or interfering with YugabyteDB Aeon,
         including without limitation, Customer’s telecommunications connection or any other Customer
         software or equipment, Customer’s firewall software, hardware or security settings, Customer’s
         configuration of anti-virus software or anti-spyware or malware software, or operator error of Customer;
      2. Any third-party software, hardware, or telecommunication failures, including Internet slow-downs
         or failures, or issues resulting from failures of cloud platform services on which YugabyteDB Aeon runs;
      3. Your or any third party’s improper use, scaling or configuration of YugabyteDB Aeon, or failure to
         follow appropriate security practices;
      4. Force majeure Events, or any other similar cause beyond the reasonable control of Yugabyte;
      5. Issues related to third party domain name system (DNS) errors or failures; and
      6. Any suspension of access to or use of YugabyteDB Aeon or services by Yugabyte pursuant to the Agreement.
3. Service Level Credits.Service Level Credits are granted to Customers at our reasonable discretion. For tracking purposes, Downtime shall begin to accrue at the earlier of: (i) the time the problem is reported to and verified by Yugabyte, or (ii) the time that Yugabyte, in performance of its duties hereunder, observes and verifies that access to YugabyteDB Aeon is un-Available. In either case, in order to qualify for Service Level Credits, (1) the deployment must have been running for at least 24 hours, and (2) Customer must log a support ticket with Yugabyte Support pursuant to our YugabyteDB Aeon Support Services Policy at https://www.yugabyte.com/yugabytedb-aeon-support-services-terms-and-conditions/ within 24 hours of first becoming aware of any downtime. In the event of Yugabyte’s failure to meet the Availability goals, Yugabyte shall provide a credit to Customer against the then-current Fee, prorated for the calendar month of such failure, as provided in the following table: