Cockroach Labs Technical Service Level Agreement

Where Cockroach Labs has agreed to provide you with Uptime SLAs with respect to CockroachDB software as a service offering in accordance with these terms, Cockroach Labs will use commercially reasonable efforts to maximize the availability of such offering as provided hereunder. In the event of Downtime (as defined below), you may be eligible to receive a Service Credit as set forth below. Cockroach Labs may update this Cockroach Labs Technical Service Level Agreement from time to time by posting those updates to this page. This Cockroach Labs Technical Service Level Agreement does not apply to Beta Features.

Service Credits

Service Credits are calculated as a percentage of the charges paid by you for the product that did not meet the Monthly Uptime Percentage commitment in a billing cycle for a Multi-Region Cluster or Single-Region Cluster, as applicable, in accordance with the following:

Service Credits are issued at Cockroach Labs’ sole reasonable discretion in accordance with this Cockroach Labs Technical Service Level Agreement. Claims for a Service Credit will be approved or declined within 45 days of receipt. Service Credits will only be provided for the cluster that experienced the Downtime.

Measurement Procedures

Cockroach Labs will measure downtime using commercially reasonable methods, which it may establish and update from time to time. If a 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. 

Eligibility Criteria

To be eligible for a Service Credit you must meet all of the following criteria:

• You must be a Paid Tier Customer and have had a Qualifying Cluster during the applicable time period to which the Service Credit relates;
• You must log a support ticket with Cockroach Labs within 24 hours of first becoming aware of any Downtime and reasonably assist Cockroach Labs in investigating the cause of the Downtime;
• You must submit a claim and all required information by the end of the month immediately following the month in which the Downtime occurred. Your claim must include all information Cockroach Labs reasonably requires to validate the claim, including without limitation (i) a description of the events resulting in Downtime (including documentation of errors to validate Company claimed outage, with any confidential or sensitive information redacted), (ii) information regarding the time and duration of the Downtime, (iii) the number and location of affected users (if applicable), and (iv) a description of attempt(s) to resolve the Downtime at the time(s) of occurrence.
• You must be in full compliance with the terms of your Agreement with Cockroach Labs for use of the Services as well as applicable Cockroach Labs documentation, best practices, and advice from the Cockroach Labs support team.

Definitions

“Downtime” means that all connection requests to the running Multi-Region Cluster or Single-Region Cluster, as applicable, fail during a 1-minute interval in a particular month, excluding any and all Excluded Downtime. 

“Excluded Downtime” means any performance issue, error, or unavailability of the Services or a cluster resulting from: (i) Company’s or any third party’s misuse of the Services, negligence, or willful actions or omissions, (ii) factors outside of Cockroach Labs’ reasonable control, including widespread internet outages or access issues or any force majeure event, (iii) failures in Company’s or a third party’s security controls or practices (including unauthorized use of your access logins or equipment), (iv) insufficient computer or storage capacity for Company’s database workload or monthly usage exceeding your available request unit or storage budget, as applicable, (v) your or any third party’s equipment, software, or other technology, (vi) failure to follow documented Services best practices as described in Cockroach Labs’ documentation available at https://www.cockroachlabs.com/docs/ , (vii) any connections made to clusters that are not Qualifying Clusters, or (viii) any suspension or termination of your right to use the Services in accordance with the Agreement, provided that references to “third party” in the foregoing exclude any third party within Cockroach Labs’ direct control.

"Monthly Uptime Percentage" for a given Qualifying Cluster is calculated by subtracting from 100% the percentage of 1-minute intervals during the monthly billing cycle in which that cluster experienced Downtime. 

“Multi-Region Cluster” means a cluster provisioned across three or more availability zones within a single region and across three or more regions of the applicable cloud provider.  

“Paid Tier Customer” means any customer that currently pays Service Fees for use of the Services and has fully paid all amounts owed and due to Cockroach Labs in respect of the Services.

“Qualifying Cluster” means a Single-Region Cluster or a Multi-Region Cluster, with usage exceeding any allocation provided for free. A cluster with one node is not considered a Qualifying Cluster.

“Service Credit” means the percentage of applicable monthly Service Fees, or, if applicable, additional CockroachDB Cloud Credits, credited hereunder to an eligible account pursuant to a valid and approved Company claim. Service Credits will only be applied against a future Cockroach Labs payment otherwise due from you. Any CockroachDB Cloud Credits provided as a Service Credit will be consumed prior to any other Cloud Credits on the account. Under no circumstances will any Service Credits (in any format) be refunded.

“Single-Region Cluster” means a cluster provisioned across three or more availability zones within a single region of the applicable cloud provider.