Timescale Service Level Agreement
Last updated: May 18, 2023
This Timescale Service Level Agreement (“SLA”) describes the service availability commitment for the Cloud Services under the Timescale Terms of Service, Timescale Services Agreement, and/or applicable Order(s) (collectively or individually “Cloud Terms”) between Timescale, Inc. (“Timescale”) and Customer (“Customer”, “you”, “your”). Unless otherwise provided herein, this SLA is subject to the Cloud Terms and capitalized terms not defined herein will have the meaning specified in the Cloud Terms. Timescale may amend this SLA by posting a revised version on the Site or by otherwise notifying you by email. 1. Service Levels
Timescale will use commercially reasonable efforts to make certain Cloud Services available with a particular Monthly Uptime Percentage (the “Service Level”), as given in the following table. If Timescale does not meet the Service Level for an eligible Cloud Service, Customer may be eligible to receive a Service Credit in accordance with this SLA.Service Credit for Enterprise Plan
| Cloud Service | Monthly Uptime Percentage |
Timescale database service
(HA Replicated) | 99.9% |
Timescale database service
(Non Replicated) | 99.8% |
Other Cloud Services not expressly referenced in this section are not subject to any particular service levels or service availability, and are provided to the Customer strictly on an “as is” and “as available” basis.2. Definitions
“Applicable Monthly Service Fees” means the total fees paid by you for a given Cloud Service during the calendar month in which Downtime occurred.“Downtime” is the total accumulated minutes during a calendar month for a given Cloud Service during which the Cloud Service is unavailable. A Cloud Service is considered unavailable for a period of time (the “Monitoring Interval”) if and only if all attempts by Timescale’s monitoring system to successfully access the Cloud Service within the Monitoring Interval fail. Downtime excludes any and all unavailability that results from any of the exclusions set forth in the “SLA Exclusions” section below. A Monitoring Interval is five minutes.“Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus the number of minutes of Downtime in such month, divided by the total number of minutes in such month. If Customer’s Cloud Service is provisioned and running for only part of a calendar month, such cluster is deemed to be 100% available during the portion of the month in which it was not provisioned and running.“Service Credit” is the percentage of Applicable Monthly Service Fees, calculated as set forth below, credited to Customer’s Cloud Services bill in accordance with the process described in this SLA.3. Service Credits
Standard Plans. If Customer does not expressly have an Enterprise plan, as specified by a valid Order, then Timescale may offer you at its sole discretion, but has no obligation to provide you with, Service Credits in recompense for failure to achieve its Monthly Uptime Percentage for a Cloud Service.
Enterprise Plans. If Customer has an Enterprise plan, as specified by a valid Order, then Customer is eligible to receive Service Credits in recompense for failure to achieve its Monthly Uptime Percentage for an eligible Cloud Service, in accordance with the schedule below.
| Monthly Uptime Percentage | Timescale database services
(HA Replicated) | Timescale database services
(Non Replicated) |
| < 99.9% > 99.8% | 10% | — |
| < 99.8% > 99% | 10% | 10% |
| < 99% > 95% | 20% | 20% |
| < 95% | 50% | 50% |
4. Eligibility And Process
To be eligible for a Service Credit:- You must log a support ticket with Timescale referring to the service unavailability within 48 hours of the impacted service availability.
- You must submit your claim and all required information within seven (7) calendar days after the last day of the month in which the given Cloud Service does not meet its Service Levels;
- You must include all information necessary for Timescale to validate your claim, including: (i) information regarding the time and duration of the Downtime; (ii) a detailed description of the events resulting in Downtime, including your request logs that document the errors and corroborate your claimed outage (with any confidential or sensitive information in the logs removed); and (iii) descriptions of your attempts to resolve the Downtime at the time of occurrence.
- You must reasonably assist Timescale in investigating the cause of the Downtime and processing your claim.
Timescale will evaluate Customer requests within 30 days of receipt and determine in good faith whether a Service Credit is owed based on its system logs, monitoring reports, configuration records, and other available information. If Timescale determines that the Monthly Uptime Percentage applicable to the month of such request did not meet the Service Level of an eligible Cloud Service and Customer, then Timescale will issue the Service Credit to Customer within one billing cycle following the determination. Customer’s failure to provide the request and other information as required above will disqualify Customer from receiving a Service Credit.Service credits are not refundable and can only be used toward future billing charges. Timescale will apply any Service Credits against Customer’s next billing charge for the Cloud Service that experienced the Downtime. Service Credits will not be applied to fees for any other Cloud Service. Service credits are exclusive of any applicable taxes charged to Customer or collected by Timescale. Service Credits will not entitle Customer to any refund or other payment from Timescale.Service Credits are Customer’s sole and exclusive remedy for any unavailability of the Cloud Service in accordance with the terms of this SLA. In case of a disagreement over the eligibility or amount of the Credit Service, Timescale’s decision on the issue will be binding and final. Service credits expire without refund twelve (12) months from issuance.5. SLA Exclusions
In determining the Monthly Uptime Percentage of a Cloud Service, Downtime excludes any unavailability of a Cloud Service:- Due to scheduled interruptions or planned downtime, including for routine, scheduled, or emergency maintenance, updates, and/or reconfigurations;
- Due to Customer-controlled actions or environments or to load caused on the Cloud Services by Customer queries, usage, or connections, or as a result of Customer’s request;
- Due to Customer’s improper use, scaling, or configuration of a Cloud Service, including insufficient resources or improper settings for Customer’s workload;
- Due to hostile actions by third parties such as denial-of-service attacks;
- Resulting from failures, errors, or issues related to hardware, software, or services provided by you or a third party and not within the primary control of Timescale, including virtual machines, networking, data storage, and cloud platform services used by Timescale to implement the Cloud Services;
- Resulting from Customer’s failure to follow appropriate practices, procedures, or remedial actions, including as according by the Documentation, best practices, or as recommended by Timescale;
- Resulting from Customer’s negligence or willful misconduct, or from failures in Customer’s or a third party’s security controls (including unauthorized use of your Account);
- Resulting from the Customer’s violation of the Cloud Terms, including according to Section 5 (Acceptable Use Policy);
- Resulting from the suspension, limitation, or termination of the Customer’s access to or use of the Cloud Services in accordance with Section 7 of the Cloud Terms (Suspension And Discontinuation Of Service);
- Where Cloud Service is a Beta Offering, or resulting from the use of a Beta Offering;
- Where Cloud Service is offered on a free basis, as part of a trial or otherwise;
- Where Cloud Service has been running for less than 24 hours; and
- Due to circumstances beyond Timescale’s reasonable control, including those specified in Section 15.10 of the Cloud Terms (Force Majeure).
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