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Enterprises demand more than just availability from their cloud infrastructure. Mission-critical workloads also require consistent performance, and the ability to manage, monitor, and modify resources running in the cloud at any time. Only Oracle offers end-to-end SLAs covering performance, availability, manageability of services.
Rest assured that your cloud workloads are in continual operation with Oracle's commitments to uptime and connectivity.
The elasticity and configurability of infrastructure is part of why people move applications to the cloud. Your services need to be manageable all the time to deliver this benefit. Oracle provides manageability SLAs to ensure your ability to manage, monitor, and modify resources.
It's not enough for your IaaS resources to be merely accessible. They should consistently perform the way you expect them to. Oracle is the first cloud vendor to guarantee performance, so you can rely on your infrastructure for enterprise applications.
| Service/Resource | Measurement | Monthly SLA Percentage | Oracle Service Credit if SLA Breached |
|---|---|---|---|
| Compute | Region unavailability | Greater than or equal to 99.99 percent uptime | 10 percent |
| Compute | Region unavailability | Greater than or equal to 99 percent uptime | 25 percent |
| Compute | Availability Domain unavailability | Greater than or equal to 99.95 percent uptime | 10 percent |
| Compute | Availability Domain unavailability | Greater than or equal to 99 percent uptime | 25 percent |
| Block Volumes | Region unavailability | Greater than or equal to 99.99 percent uptime | 10 percent |
| Block Volumes | Region unavailability | Greater than or equal to 99 percent uptime | 25 percent |
| Object Storage | API error rate | Greater than or equal to 99.9 percent uptime | 10 percent |
| Object Storage | API error rate | Greater than or equal to 99 percent uptime | 25 percent |
| FastConnect | Private Connectivity | Greater than or equal to 99.9 percent uptime | 10 percent |
| FastConnect | Private Connectivity | Greater than or equal to 99 percent uptime | 25 percent |
| Service/Resource | Measurement | Monthly SLA Percentage | Oracle Service Credit if SLA Breached |
|---|---|---|---|
| Compute | API error rate | Greater than or equal to 99.9 percent uptime | 10 percent |
| Compute | API error rate | Greater than or equal to 99 percent uptime | 25 percent |
| Block Volumes | API error rate | Greater than or equal to 99.9 percent uptime | 10 percent |
| Block Volumes | API error rate | Greater than or equal to 99 percent uptime | 25 percent |
| Database | API error rate | Greater than or equal to 99.9 percent uptime | 10 percent |
| Database | API error rate | Greater than or equal to 99 percent uptime | 25 percent |
| Service/Resource | Measurement | Monthly SLA Percentage | Oracle Service Credit if SLA Breached |
|---|---|---|---|
| Compute local NVMe drive | Disk IOPS | Resource performance greater than 90 percent of published performance, 99.9 percent of the time | 10 percent |
| Compute local NVMe drive | Disk IOPS | Resource performance greater than 90 percent of published performance, 99 percent of the time | 25 percent |
| Block Volumes | Disk IOPS | Resource performance greater than 90 percent of published performance, 99.9 percent of the time | 10 percent |
| Block Volumes | Disk IOPS | Resource performance greater than 90 percent of published performance, 99 percent of the time | 25 percent |
| Network | Network performance | Resource performance greater than 90 percent of published performance, 99.9 percent of the time | 10 percent |
| Network | Network performance | Resource performance greater than 90 percent of published performance, 99 percent of the time | 25 percent |
There are two options for the Availability SLA for Oracle Cloud Infrastructure - Compute. If you deploy in more than one AD, the SLA that measures region unavailability, with a guarantee of 99.99 percent availability, applies. If you deploy in multiple fault domains within a single Availability Domain, the SLA that measures Availability Domain unavailability, with a guarantee of 99.95 percent availability, applies.
Uptime is calculated monthly as a monthly uptime percentage.
Availability SLAs are usually triggered due to a region-wide event. When multiple ADs in a region go down, all services deployed in those ADs will be impacted.
Manageability SLAs are service wide, and defined at the AD level.
Monthly uptime percentage for each is calculated by subtracting from 100 percent the average of the API error rates for each five-minute period in the applicable calendar month.
Oracle will provide service credits for the underlying compute resources consumed by customers making the claims.
Service credits are calculated as a percentage of the net fees you have paid to Oracle for an Oracle Cloud Infrastructure Service in the month in which any applicable Service Commitment was not met and are credited to you in the calendar month following Oracle’s approval of Your claim. Service credits are your sole and exclusive remedy when Oracle has not met any of the Service Commitments set forth in the Service Level Agreements section of the Oracle PaaS and IaaS Public Cloud Services pillar document with respect to the applicable Oracle Cloud Infrastructure Service. Service credits will only be provided for the specific Oracle Cloud Infrastructure Service for which the applicable Service Commitment has not been met.
Yes. We require customers to file for the SLA claim and provide the supporting evidence of the SLA failure.
Any customer paying for Oracle Cloud Infrastructure services with the SKUs set forth in the Oracle PaaS and IaaS Public Cloud pillar document may request to receive service credits. Those purchasing the above-referenced services through the Oracle Store must have completed at least one billing cycle with Oracle prior to being eligible to receive service credits. See the Oracle PaaS and IaaS Public Cloud pillar document for details.
Claims for service credits must be filed by customers within 30 calendar days from when the issue occurred that caused the named Oracle Cloud Infrastructure Service not to meet the applicable Service Commitment. Oracle will use commercially reasonable efforts to process claims within 60 days of Oracle’s receipt of a claim.
Once a claim for service credits is validated, Oracle will increase the customer’s balances for the next calendar month following Oracle’s approval of the claim. For example, if you are spending US$100K every month as part of your Universal Credits, and you receive a US$5K credit after Oracle’s approval of a claim, Oracle will increase your balance so that you will have US$105K worth of resources for the next calendar month before overages may be charged.
Once the balances are increased following Oracle’s approval of a customer’s claim for service credits, the customer is free to use the service credits for any of the Oracle Cloud services that are linked to the customer's Universal Credits or Pay-as-You-Go account.
NOTE: These FAQs are intended as a general reference to address common questions regarding Oracle’s PaaS and IaaS Public Cloud Services. Please refer to the Oracle PaaS and IaaS Public Cloud Services Pillar Document dated February 2018 for a complete explanation of the topics addressed in the FAQs and for other terms and conditions applicable to Oracle PaaS and IaaS Public Cloud Services.