Aiven

Your Database in the Cloud

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Aiven Service Level Agreement

30 January, 2017

Service Commitment

Aiven takes great pride in providing highly fault-resilient database services with automatic recovery in case of system failures. Aiven is committed on providing services with 100% availability. In the event that Aiven fails to meet that commitment, Aiven shall offer service credits as compensation to the Customer.

Amount of Compensation

If an outage is caused by an apparent failure in the Aiven software, users of Startup, Business and Premium plans are provided with free usage credits covering 30 times the outage period. The amount of free usage credits provided in case of an outage may not exceed the amount charged from the customer over the three months preceding the outage. All outage periods and compensation are calculated by Aiven.

Payment of Compensation

The compensation will be in the form of Aiven usage credits and may not be exchanged for cash or other forms of payment.

Sole Remedy

The above-mentioned payment of compensation will be the sole remedy of the Customer for interruptions or other failures in the Services. In case of a disagreement over the amount of the compensation payable to the Customer, Aiven's decision on the issue will be binding and final.

Exemptions

The following events will be exempt from Aiven's availability guarantee:

  • Scheduled interruptions
  • Load caused on the systems by client queries or usage
  • Failures or termination of the virtual machines by the cloud providers used by Aiven to implement the service
  • Failures caused by errors in third party software utilized by Aiven to implement the services
  • Failures due to hostile actions by third parties such as denial-of-service attacks