Service Level Agreement (SLA)
Effective date: 15th of February, 2025
1. Introduction
This Service Level Agreement ("SLA") outlines the service commitments and uptime guarantees for the PostgreSQL database service ("Service") provided by Harbur Cloud Solutions S.L.U. ("Service Provider"). This SLA applies to all customers using the Service and defines uptime guarantees, downtime definitions, exclusions, and remedies.
2. Scope of SLA
This SLA applies only to Production instances with at least two replicas. The following instances are not covered by this SLA:
- Hobby (Free) instances
- Development instances with only one replica
3. Uptime Guarantee
The Service Provider guarantees an uptime of 99.99% per calendar month.
4. Downtime Definition
"Downtime" is defined as the period when the PostgreSQL Service is unavailable due to issues within the control of the Service Provider. Downtime does not include:
- Scheduled maintenance (with at least 48 hours’ notice)
- Force majeure events (e.g., natural disasters, government actions)
- Issues caused by the customer’s applications, configurations, or network
- Security threats or attacks, including DDoS, that are outside the provider’s reasonable control
- Third-party service outages affecting but not caused by the Service Provider
5. Measurement Period
Uptime is measured on a per calendar month basis. The following formula is used to calculate uptime:
where:
- Total Time = Total minutes in a calendar month
- Downtime = Minutes the Service was unavailable (excluding exceptions listed in Section 4)
6. Service Credits
If the Service Provider fails to meet the 99.99% uptime guarantee, customers will be eligible for service credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.99% or higher | No credit |
| 99.95% - 99.99% | 5% of monthly fee |
| 99.90% - 99.95% | 10% of monthly fee |
| Below 99.90% | 20% of monthly fee |
7. Claim Process
To claim service credits, the customer must:
- Submit a request to the Service Provider’s support team within 7 days of the end of the affected month.
- Provide timestamps and relevant logs demonstrating downtime.
- Allow the Service Provider up to 14 days to review and validate the claim.
8. Scheduled Maintenance
Scheduled maintenance will be performed outside of peak usage hours when possible. The Service Provider will provide at least 48 hours’ notice via email or dashboard notifications. Scheduled maintenance periods do not count as downtime.
9. Termination and Limitations
This SLA does not apply in cases where the customer:
- Is in breach of the Terms of Service
- Fails to maintain a valid payment method
- Uses the Service in a way that violates fair usage policies
Service credits are applied to future invoices and cannot exceed the total amount paid for the affected billing period. Credits cannot be redeemed for cash or refunds.
10. SLA Modifications
The Service Provider reserves the right to update this SLA. Changes will be communicated at least 30 days in advance.
11. Governing Law
This SLA is governed by the laws of the jurisdiction specified in the Terms of Service.