Service level agreement
Last Updated: 8/25/2025
This Service Level Agreement (“SLA”) forms part of the agreement between Aerospike, Inc. (“Aerospike”) and the customer (“Customer”) governing use of Aerospike Cloud (the “Service”). Aerospike may update this SLA from time to time.
1. Service Credits
In the event that Aerospike does not meet the applicable Monthly Uptime Percentage, Customer may receive a Service Credit as set forth in the table below for Eligible Clusters, subject to the Exclusions specified in Section 4.
| Service Credit Percentage | Monthly Uptime (Single-AZ) Single-AZ Deployment |
Monthly Uptime (Multi-AZ) Multi-AZ Deployment |
|---|---|---|
| No Credit | ≥ 99.90% | ≥ 99.99% |
| 10% | 99.00% – < 99.90% | 99.00% – < 99.99% |
| 25% | < 99.00% | < 99.00% |
2. Definitions.
“Eligible Clusters”: This SLA only applies to paid clusters that have been active for at least 24 hours and are deployed with a minimum of three (3) nodes.
Non-production, trial and POC clusters are excluded from this SLA and are not considered an Eligible Cluster.
Eligible clusters must be fully compliant with the terms of this SLA, Aerospike Cloud Terms of Service, any executed Order Form, Aerospike Cloud Operational Guidelines, and best practices as provided by Aerospike support team, including the full payment of all Monthly Service Fees.
“Monthly Service Fees”: includes service fees paid for the Cluster that experienced Downtime during the month in which Downtime occurred.
"Downtime": calculated per Cluster on a monthly basis and is the total number of minutes during the month that the Cluster was unavailable. A minute is considered unavailable if all continuous attempts to establish a connection to the Cluster within the minute fail.
“Monthly Uptime Percentage”: calculated per Cluster on a monthly basis and is calculated as follows:
(total number of minutes in the month minus Downtime) divided by (total number of minutes in the month)If a cluster that experiences Downtime has only been deployed for part of the month, it is assumed to be 100% available for the portion of the month that the cluster was not deployed.
“Service Credit”: amount to be credited for approved claims as specified in Section 4.
For example, a single AZ cluster that achieved 99.5% of Monthly Uptime Percentage would be eligible for a Service Credit equal to:
10% x Monthly Service Fees for the affected
3. Service Credit Requests
Customers are entitled to submit a request for Service Credit under this SLA.
Aerospike will process requests for Service Credits upon completion and satisfaction of all the following terms, otherwise the Service Credit shall be deemed to have been waived by Customer:
Support tickets must be logged within 24 hours of an event that impacts service availability.
Service Credit requests must be submitted within 30 days of the end of month in which Downtime occurred.
The submitted request must include all information necessary to validate your claim, including (without limitation):
Detailed description of the event resulting in Downtime including OrganizationID, ClusterID, Date, Time, Duration.
Customer request logs that document the errors during the claimed outage.
Any confidential or sensitive information in the logs should be redacted.
Description of attempts to resolve the Downtime as it occurred.
Reasonably assist in Aerospike in investigating the Downtime and processing your request.
Service Credit requests will be processed within 45 days. If it is determined that all of the Customer obligations have been met and that none of the Exclusions apply, then a Service Credit will be issued.
Service Credits are applied only to future Aerospike Cloud payments for the affected cluster. Service credits do not entitle the Customer to any refund or other payment. Service Credits given for Downtime may not exceed 25% of the Monthly Service Fees paid to Aerospike in the month that the event leading to Downtime occurred, and may not exceed 10% of annualized fees paid for the current term.
Service Credits are the sole and exclusive remedy under this SLA.
4. Exclusions
Downtime does not include, and is not be eligible for a Service Credit, for availability issues that result from:
Misconfigured security groups, VPC settings, or credentials.
Issues caused by Customer software including exceeding connection limits.
Use of Aerospike Cloud that does not follow Aerospike Cloud Operational Guidelines.
Customer-applied configuration changes that result in downtime.
Factors outside Aerospike’s reasonable control (e.g., natural disasters, war, acts of terrorism, riots, government action).
Services, hardware, or software provided by a third party, such as cloud platform services on which Aerospike Cloud runs.
Scheduled maintenance windows.
Use of Aerospike Preview products.
Service level agreement
Last Updated: 8/25/2025
This Service Level Agreement (“SLA”) forms part of the agreement between Aerospike, Inc. (“Aerospike”) and the customer (“Customer”) governing use of Aerospike Cloud (the “Service”). Aerospike may update this SLA from time to time.
1. Service Credits
In the event that Aerospike does not meet the applicable Monthly Uptime Percentage, Customer may receive a Service Credit as set forth in the table below for Eligible Clusters, subject to the Exclusions specified in Section 4.
| Service Credit Percentage | Monthly Uptime (Single-AZ) Single-AZ Deployment |
Monthly Uptime (Multi-AZ) Multi-AZ Deployment |
|---|---|---|
| No Credit | ≥ 99.90% | ≥ 99.99% |
| 10% | 99.00% – < 99.90% | 99.00% – < 99.99% |
| 25% | < 99.00% | < 99.00% |
2. Definitions.
“Eligible Clusters”: This SLA only applies to paid clusters that have been active for at least 24 hours and are deployed with a minimum of three (3) nodes.
Non-production, trial and POC clusters are excluded from this SLA and are not considered an Eligible Cluster.
Eligible clusters must be fully compliant with the terms of this SLA, Aerospike Cloud Terms of Service, any executed Order Form, Aerospike Cloud Operational Guidelines, and best practices as provided by Aerospike support team, including the full payment of all Monthly Service Fees.
“Monthly Service Fees”: includes service fees paid for the Cluster that experienced Downtime during the month in which Downtime occurred.
"Downtime": calculated per Cluster on a monthly basis and is the total number of minutes during the month that the Cluster was unavailable. A minute is considered unavailable if all continuous attempts to establish a connection to the Cluster within the minute fail.
“Monthly Uptime Percentage”: calculated per Cluster on a monthly basis and is calculated as follows:
(total number of minutes in the month minus Downtime) divided by (total number of minutes in the month)If a cluster that experiences Downtime has only been deployed for part of the month, it is assumed to be 100% available for the portion of the month that the cluster was not deployed.
“Service Credit”: amount to be credited for approved claims as specified in Section 4.
For example, a single AZ cluster that achieved 99.5% of Monthly Uptime Percentage would be eligible for a Service Credit equal to:
10% x Monthly Service Fees for the affected
3. Service Credit Requests
Customers are entitled to submit a request for Service Credit under this SLA.
Aerospike will process requests for Service Credits upon completion and satisfaction of all the following terms, otherwise the Service Credit shall be deemed to have been waived by Customer:
Support tickets must be logged within 24 hours of an event that impacts service availability.
Service Credit requests must be submitted within 30 days of the end of month in which Downtime occurred.
The submitted request must include all information necessary to validate your claim, including (without limitation):
Detailed description of the event resulting in Downtime including OrganizationID, ClusterID, Date, Time, Duration.
Customer request logs that document the errors during the claimed outage.
Any confidential or sensitive information in the logs should be redacted.
Description of attempts to resolve the Downtime as it occurred.
Reasonably assist in Aerospike in investigating the Downtime and processing your request.
Service Credit requests will be processed within 45 days. If it is determined that all of the Customer obligations have been met and that none of the Exclusions apply, then a Service Credit will be issued.
Service Credits are applied only to future Aerospike Cloud payments for the affected cluster. Service credits do not entitle the Customer to any refund or other payment. Service Credits given for Downtime may not exceed 25% of the Monthly Service Fees paid to Aerospike in the month that the event leading to Downtime occurred, and may not exceed 10% of annualized fees paid for the current term.
Service Credits are the sole and exclusive remedy under this SLA.
4. Exclusions
Downtime does not include, and is not be eligible for a Service Credit, for availability issues that result from:
Misconfigured security groups, VPC settings, or credentials.
Issues caused by Customer software including exceeding connection limits.
Use of Aerospike Cloud that does not follow Aerospike Cloud Operational Guidelines.
Customer-applied configuration changes that result in downtime.
Factors outside Aerospike’s reasonable control (e.g., natural disasters, war, acts of terrorism, riots, government action).
Services, hardware, or software provided by a third party, such as cloud platform services on which Aerospike Cloud runs.
Scheduled maintenance windows.
Use of Aerospike Preview products.