Service Level Agreement
This Vespa Cloud Service Level Agreement (referred to as the “SLA”) governs the use of the Vespa Cloud Service for paying customers and outlines the sole and exclusive remedies available in case of service disruptions or errors in the Vespa Cloud Service.
Please note that this Service Level Agreement does not apply to non-paid access to the Vespa Cloud Service (e.g., beta/test or verification users).
1. Definitions
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which any of the Included Services experiences Unavailability.
A “Service Credit” is a dollar credit, as detailed in section 2, that may be applied to an eligible account.
Vespa Cloud Service is considered “Unavailable” when it fails to provide valid responses to requests.
2. Service Level
Vespa will make every reasonable effort to ensure that the Vespa Cloud Service maintains a Monthly Uptime Percentage of at least 99.5%.
If the Vespa Cloud Service does not meet this requirement for a given calendar month, the customers sole and exclusive remedy for any non-performance is eligibility to receive a Service Credit for that month:
| Monthly Uptime Percentage | Service Credit Percentage |
| Less than 99.5% but equal to or greater than 99.0% | 90.0% |
| Less than 99.0% but equal to or greater than 95.0% | 95.0% |
| Less than 95.0% | 100% |
3. SLA Credits
Service Credits are calculated as a percentage of the monthly fees paid for using the Vespa Cloud Service.
Service Credits will be applied solely to future recurring fee payments for the Vespa Cloud Service and are not eligible for refunds or other forms of payment from Vespa. They may not be transferred or applied to any other account.
4. Credit Request and Payment Procedures
To request a Service Credit, you must submit a claim by opening a case in the Vespa Cloud Support Center at https://cloud.vespa.ai/support. Your credit request must be submitted no later than 7 calendar days after the incident commenced. It should include the dates, times, and affected instances of each Unavailability incident you are claiming, along with your request logs and other necessary data for Vespa to validate the outage.
5. SLA Exclusions
This SLA does not apply to any unavailability, suspension, or termination of the Vespa Cloud Service, or any other performance issues, directly or indirectly:
(i) Resulting from factors beyond our reasonable control, including force majeure events or Internet access problems beyond Vespa’s control. (ii) Arising from actions or inactions of you or any third party, such as misconfiguration, increased traffic, customer code, or failure to address resource capacity or health concerns. (iii) Resulting from your equipment, software, or other technology and/or third-party equipment, software, or other technology (except for third-party equipment under Vespa’s direct control). (iv) Arising from Vespa’s suspension or termination of your right to use the Vespa Cloud Service.