Last updated: 2023-06-21
1. Service Description
The “Cloud Service” means the Redpanda services set forth in an applicable order form to the Agreement, which may include the services described below.
1.1 Redpanda Cloud Dedicated
Redpanda Cloud Dedicated is a fully managed cloud service providing Redpanda clusters as a service, deployed either in AWS or GCP. These clusters are also deployed with an integrated and dedicated Redpanda Console and, optionally, with a fully managed Kafka Connect and Connectors cluster as well.
1.2 Redpanda Cloud BYOC
Redpanda Cloud BYOC are Redpanda Cloud Dedicated clusters running in Customer’s cloud account on AWS or GCP as Bring Your Own Cloud (BYOC).
“Zone” refers to availability zones within the region of the applicable provider of the Cloud Service.
“Downtime” means the total accumulated seconds during a calendar month for a given Redpanda Cloud Service cluster during which the entire cluster is unavailable. Measured in intervals of five seconds, an interval is considered unavailable for a given cluster if Redpanda’s probe to the cluster fails to write. Downtime does not include unavailability that results from any of the exclusions described in this SLA.
“Monthly Uptime Percentage” means the total number of intervals in a calendar month, minus the total number of intervals of Downtime in such month, divided by the total number of intervals in such month. If Customer’s Redpanda cluster is provisioned and running for only part of a calendar month, such cluster is deemed to be 100% available during the portion of the month in which it was not provisioned and running.
3. Service Level Agreement
During the period of your Redpanda Cloud Services, Redpanda will use commercially reasonable efforts to make the Redpanda Cloud Service available with a Monthly Uptime Percentage of 99.9% or higher for multi-zone dedicated clusters and 99.5% or higher for single-zone dedicated clusters.
4. Measurement Procedure
Redpanda measures availability or uptime using black box probing, where a probe is sent every 5 seconds, for each Redpanda Cloud cluster. An internal SLA topic is configured with replication factor set to 3, and number of partitions equal to the number of Redpanda brokers in the cluster. The probe is sent to every partition in the internal SLA topic and returns as successful only if the write is successful. It returns as failed if the write fails due to loss of quorum.
5. SLA Exclusions
The SLA does not apply to any unavailability of the Redpanda Cloud Service resulting, in whole or in part, from:
- Suspension of the Redpanda Cloud Service as described in the Agreement;
- Customer’s violation of the Agreement, including any misuse of the Redpanda Cloud Service;
- Factors outside Redpanda’s reasonable control, including but not limited to any force majeure event, network intrusions, denial of service attacks, systemic internet issues or any other act or omission of any telecommunication or services provider;
- The use of services, hardware, or software provided by a third party and not within the primary control of Redpanda, including issues resulting from inadequate bandwidth or resulting from failures of cloud platform services on which the Redpanda Cloud Service runs;
- Customer’s use of Kafka clients with unacceptable configuration values as defined in the Redpanda Cloud Service documentation;
- Customer-controlled actions and/or environment or other failures or shortcomings not within Redpanda’s control;
- Failure by Customer to take any remedial action in relation to the Services as recommended by Redpanda, or otherwise preventing Redpanda from doing so;
- Customer’s negligence or willful misconduct, which may include failure to follow agreed-upon procedures;
- Customer’s unauthorized action or lack of action when required, including those of Customer’s users or by means of Customer’s passwords;
- Customer’s failure to provide information required by Redpanda to provision the Redpanda Cloud Service;
- Any scheduled maintenance, or ad hoc maintenance including but not limited to upgrades and/or patching deemed critical or necessary by Redpanda to avoid future unavailability; or
- Migrations from V1 Cloud to V2 Cloud.