CCX Service Level Agreement
This Service Level Agreement is a policy governing the use of CCX.
Severalnines provides CCX, a database as a service (DBaaS) delivering a managed, production-ready platform with powerful features including provisioning, traffic control, load balancing, query analytics, automatic failover, backup and recovery. The service makes use of Severalnines’ flagship ClusterControl automation software for open source databases.
Severalnines’ Support staff monitors and manages the service, and will react to database failures, updates and security patches to meet the Service Commitment.
| Standard Support | Premium Support | |
| Monthly Price | Included | 20% of infrastructure spend, with minimum of $2000/month |
| Access to ticketing system | Yes | Yes |
| Support access | Email/phone | |
| Support hours | Business Hours | 24 x 7 |
| Response time | 1 business day | 1 hour |
CCX Standard Support
Regular subscriptions to the service includes Standard level support at no extra charge. Severalnines provides a ticket system that Customers can use to open new tickets or update existing tickets via e-mail or web portal. All tickets submitted are acknowledged and provided with a unique ticket number. Responses from Severalnines Support staff are provided at latest by the end of the next business day.
CCX Premium Support
Premium support is an optional chargeable feature for critical production database deployments. The service provides an uptime SLA and 24×7 access to Severalnines Support.
Accounts with Production Support pay 20% of their infrastructure spend, with a minimum of $2,000/month.
Severalnines will use commercially reasonable efforts to deliver a monthly uptime percentage of at least 99.98% during any monthly billing cycle. In the event Severalnines does not meet the Service Commitment, the Customer will be eligible to receive a Service Credit as described below.
| Availability during a monthly billing period | Service Credit(% of monthly Subscription Fee) |
| Less than 99.98% | 10% |
| Less than 99% | 20% |
| Less than 95% | 30% |
Availability, expressed as a percentage, is calculated as: the total number of minutes in a contracted month minus the total number of minutes of downtime during that month, divided by the total number of minutes in that month.
Service Credits are calculated as a percentage of the total charges paid for the service in the affected database or database cluster, for the monthly billing cycle in which the unavailability occurred. Customers are required to submit a claim before the end of the then-current calendar month, with relevant information that describes the downtime, time and duration of the downtime, and any relevant logs. Severalnines will investigate the claim, with the assistance of the Customer, to determine the cause of the downtime.
The Service Credits will be provided in the form of a credit applied to a future invoice, and may be used within ninety (90) days from the provision of the Service Credit, after which period, any unused Service Credits shall expire without any further compensation. The Service Credits may not be transferred or exchanged for cash or other forms of payment.
SLA Exclusions
When calculating the monthly availability, the following events shall not be considered:
- Factors beyond Severalnines’ reasonable control, including any force majeure event, Internet access related problems, or hostile actions by third parties;
- Planned maintenance and updates, including mandatory security updates;
- Any load or instability that result from the Customer’s own software, systems, applications, database queries; and
- Problems related to the underlying cloud infrastructure and any other third party systems, which are not within the direct control of Severalnines.
- Suspension or termination of your right to use the service in accordance with our Terms of Service