We know you expect high availability from your data infrastructure so we're aiming to have your services always online. If we fail to deliver at least 99.99% availability, you will be automatically compensated according to the terms below. Over the course of 2019, we've achieved 99.997% availability across thousands of clusters and we're working every day to reach more nines.⌄
Aiven takes great pride in providing highly fault-resilient data services with automatic recovery in case of system failures. Aiven is committed on providing services with at least 99.99% availability. In the event that Aiven fails to meet that commitment, Aiven shall offer service credits as compensation to the Customer.
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.
The compensation will be in the form of Aiven usage credits and may not be exchanged for cash or other forms of payment.
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.
The following events will be exempt from Aiven’s availability guarantee:
Test the whole platform for 30 days with no ifs, ands, or buts.