Service Level Agreement

1.    Scope and Purpose

This Service Level Agreement (“SLA”) describes the availability commitments applicable to the Services. This SLA is incorporated by reference into the Master Hosted Services Agreement (“MHSA”) and applicable Order Forms between Customer and Crate.io. Customer Support Services, including response times, escalation procedures, and support coverage levels, are governed by the Crate.io Support Policy, which is a separate document.

2.    Definitions

Downtime: Downtime is calculated per Services cluster on a monthly calendar basis and represents the total number of minutes during which the entire cluster is unavailable for database read or write operations. A minute is considered unavailable if all continuous attempts to establish a connection to the Services cluster fail within that minute. Partial minutes of unavailability are excluded. Scheduled maintenance periods are excluded from downtime calculations.

Eligible Cluster: A Services cluster provisioned under an Order Form that (i) consists of three (3) or more nodes, (ii) is configured for high availability, including a replication factor of at least one (1), and (iii) has been operational for at least twenty-four (24) hours. Clusters configured with fewer than three (3) nodes, or clusters where high availability has been disabled by Customer choice, are not covered by this SLA.

Monthly Service Fees: The total Fees paid by the Customer for an individual Services cluster during the calendar month in which Downtime occurred.

Monthly Uptime Percentage: monthly uptime per Services cluster calculated as:
(total monthly minutes – Downtime minutes) / (total monthly minutes) x 100

Service Credit
The percentage of the applicable Monthly Service Fees credited to the Customer if Crate.io approves the Customer’s claim.

3.    Cluster Availability

This SLA applies only to service availability of Eligible Clusters. Crate.io will use commercially reasonable efforts to ensure that each Eligible Cluster maintains a Monthly Uptime Percentage of at least 99.9%.

Clusters deployed for only part of the calendar month will have availability calculated only for the period during which the cluster was deployed and operational.

If the Monthly Uptime Percentage falls below the targets defined below, the Customer may be eligible for Service Credits.

Service credits apply only to the affected cluster.

4.    Customer Obligations

To be eligible for a Service Credit, the Customer must:

• Log a support ticket with Crate.io at support@crate.io within 24 hours of first becoming aware of an event impacting Service availability
• Submit the Service Credit claim by the end of the month immediately following the month in which the downtime occurred

• a detailed description of the events resulting in the Downtime
• request logs documenting the errors and proof of the outage
• information about the time and duration of the Downtime
• information and details about any attempts made by the Customer to resolve the incident

The Customer must reasonably cooperate with Crate.io in investigating the cause of the Downtime.

5.    Service Credits

Claims will be processed within forty-five (45) days after acknowledgment of the claim.

If Crate.io determines that the Customer has satisfied the obligations above and that no exclusions apply, a Service Credit will be granted.

Service Credits:

• will be applied to a future invoice for the affected Services

• will not be applied to any other clusters or services.

Service Credits represent the Customer’s sole and exclusive monetary remedy under this SLA for failure to meet the availability commitments described herein. Service Credits will not exceed fifty percent (50%) of the Monthly Service Fees for the affected cluster for the applicable month.

6.    Limitations

Downtime does not include, and Service Credits will not apply to availability issues resulting from:

• factors outside of Crate.io’s reasonable control, including force majeure

• Customer networks, hardware, systems, or software

• Customer applications, integrations, or configuration errors

• misuse of the Services or failure to follow Services Documentation 

• the use of beta or preview features

• services, hardware or software provided by a third party, such as cloud infrastructure providers on which the Services run

•  clusters that do not meet the Eligible Cluster requirements.

Cluster administrators may modify backup schedules and retention settings through cluster configuration options. Backup frequency and retention periods may therefore vary depending on the configuration selected by the Customer.

Recovery Point Objective (RPO). The default RPO is one (1) hour, reflecting the default backup frequency. The RPO represents the targeted maximum period during which data loss may occur following a service interruption.

Recovery Time Objective (RTO): The time required to restore data depends on several operational factors, including data volume, cluster configuration, and underlying
infrastructure performance. For this reason, no fixed RTO is contractually guaranteed under this SLA. Crate.io will use commercially reasonable efforts and operational best practices to restore service and data availability as quickly as practicable.

8.    Maintenance

Crate.io may perform planned infrastructure maintenance from time to time, including platform upgrades, infrastructure patching, and security updates. Such maintenance typically occurs approximately every three to four (3–4) months, although frequency may vary. Customers will be notified of planned maintenance at least two (2) business days in advance via the Services status page: status.cratedb.com

Customers may subscribe to operational notifications through the status page. Properly sized high-availability clusters should normally remain operational during maintenance through rolling restart procedures. Scheduled maintenance periods are excluded from Downtime calculations.Crate.io may perform emergency maintenance without prior notice where necessary to maintain the security, integrity, or stability of the Services.

9.    Versioning and Governing Terms

This SLA is versioned and effective as of the Effective Date stated above. It supersedes any prior service level agreement previously published by Crate.io. This SLA is part of and is incorporated by reference into the MHSA. In the event of any conflict, the applicable MHSA shall prevail.