DigitalOcean Managed Databases Service Level Agreement (SLA)

DigitalOcean Managed Databases are a fully managed, high performance database cluster service. Using managed databases is an alternative to manually installing, configuring, maintaining, and securing databases.

This DigitalOcean Managed Database Service Level Agreement (“SLA”) is a policy governing the use of the DigitalOcean Managed Database Service and applies separately to each account using the Managed Database Service. In the event of a conflict between the terms of this SLA and the terms of the DigitalOcean Terms of Service or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict.

1. DigitalOcean will use commercially reasonable efforts to provide each provisioned DigitalOcean Managed Database cluster associated with your account with a separate Monthly Uptime Percentage, depending on the configuration of the cluster. DigitalOcean will use commercially reasonable efforts to make each Cluster with Standby Nodes available with a Monthly Uptime Percentage of 99.95% and 99.5% for Clusters without Standby Nodes. “Cluster with Standby Nodes” means a Managed Database cluster with at least one standby node. “Clusters without Standy Nodes” means a Managed Database cluster without a standby node. For each separate cluster associated with the applicable account, “Monthly Uptime Percentage” is defined as 100% minus the percentage of minutes during the monthly billing cycle in which the Managed Database cluster, as applicable, is Unavailable for use by you. The percentage of minutes of Unavailability is calculated as follows: (i) the sum of the number of minutes in a monthly billing cycle that active Managed Database cluster, as applicable, is Unavailable divided by (ii) the sum of the number of minutes in a monthly billing cycle that Managed Database cluster, as applicable, is active. For clarity, this calculation applies only on a per cluster basis and is not calculated or applied in aggregate across the total clusters within your account. “Unavailable” is defined as when a Managed Database cluster has no external connectivity for more than five (5) minutes. The Monthly Uptime Percentage excludes downtime resulting from (i) maintenance, user-initiated downtime as a result of your voluntary actions or inaction, and other scheduled interruptions; (ii) factors outside of DigitalOcean’s reasonable control, including any force majeure event or Customer’s equipment or services, such as third-party software or Internet access beyond the demarcation point of the applicable DigitalOcean data center; (iii) issues with or related to account restrictions, including but not limited to customer’s use of the services in violation of the Agreement; (iv) you not following the basic operational guidelines described in the Managed Database Product Docs (e.g., overloading a database instance to the point it is inoperable, creating excessively large number of tables that significantly increase the recovery time, etc.) and (v) any customer application-related downtime or latency that does not apply directly to an issue with Managed Database instance.

2. In the event a specific Managed Database cluster does not meet the applicable Monthly Uptime Percentage set forth above, you will be eligible to receive a service credit only for that cluster in accordance with the table below. “Service Credit” is a dollar credit calculated as set forth below and as a percentage of the total charges paid or payable by you(excluding one-time payments) for the relevant monthly billing cycle for that specific Managed Database cluster, as applicable. Service Credits will apply only toward future payments otherwise due from you. To receive a Service Credit, you must submit a claim to DigitalOcean by contacting Support, no later than the end of the second billing cycle after which the failure allegedly occurred, which claim shall include (i) user and identify the affected Managed Database cluster; (ii) dates and times of each claimed Unavailable incident; and (iii) request logs that document the claimed outage and any other available supporting evidence of the Monthly Uptime Percentage. If the Monthly Uptime Percentage is confirmed by DigitalOcean’s good faith determination and is less than 99.95% for Clusters with Standby Nodes or less than 99.5% for Clusters without Standby Nodes, DigitalOcean will issue a Service Credit to you within one billing cycle following the month in which the request is confirmed. All Downtime and applicable Service Credits are calculated by DigitalOcean. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). The Service Credits may not be transferred or exchanged for cash or other forms of payment.