Last Updated 10/4/2021

PlanetScale Service Level Agreement

PlanetScale Service Level Agreement#


This PlanetScale Service Level Agreement ("SLA") is a policy governing the use of the PlanetScale Product under the Terms of Service located at https://planetscale.com/legal/agreement (the "Agreement") between PlanetScale Inc. ("PlanetScale", "us" or "we") and customers ("you"). This SLA applies to you only if incorporated by reference into the Agreement or a separate mutually agreed upon ordering document between PlanetScale and you. Unless otherwise provided herein, this SLA is subject to the terms of the Agreement and capitalized terms will have the meaning specified in the Agreement. We reserve the right to change the terms of this SLA.

Service Commitment

PlanetScale will use commercially reasonable efforts to make the Product available with a Monthly Uptime Percentage (defined below) of at least 99.95% during any monthly billing cycle (the "Service Commitment"). In the event the Product does not meet the Monthly Uptime Percentage commitment, you will be eligible to receive a Service Credit (as described below).

Definitions

Monthly Uptime Percentage for a  database is calculated by subtracting from 100% the percentage of 1 minute periods during the monthly billing cycle in which the database was Unavailable (defined below). Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion (defined below).

Unavailable means that all connection requests to the database fail during a one (1) minute period.

A Service Credit is a dollar credit, calculated as set forth below, that we may credit back to an eligible account.

Service Credits

Service Credits are calculated as a percentage of the charges paid by you for the Product that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the following:

Monthy Uptime PercentageService Credit Percentage
< 99.95% but >= 99.0%10%
< 99.0%20%

We will apply any Service Credits only against future fees due from you. At our discretion, we may issue the Service Credit via the billing method you used to pay for the billing cycle in which the Unavailability occurred. Service Credits will not entitle you to any refund or other payment from PlanetScale. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Notwithstanding anything to the contrary in the Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide the Product is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

Credit Request and Payment Procedures

To receive a Service Credit, you will need to submit a claim by opening a case with PlanetScale Support (https://planetscale.com/support). To be eligible, the credit request must be received by us by within 30 days after which the incident occurred and must include:

  1. the words "SLA Credit Request" in the subject line;
  2. the dates and times of each Unavailability incident you are claiming;
  3. the DatabaseIDs ; and
  4. your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or scrubbed).

If the Monthly Uptime Percentage of such a request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which the request occurred. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit. PlanetScale’s records are definitive.

SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of the Product, or any other Product performance issues including the following (collectively “SLA Exclusions”):

  1. that result from any suspension or termination of your right to use the Product in accordance with the Agreement;
  2. caused by factors outside of our reasonable control, including any force majeure event, public cloud regional availability or capacity issues, problems with Internet access or related problems beyond the demarcation point of the Product;
  3. that result from any voluntary actions or inactions from you or any third party (e.g., rebooting a database instance, scaling compute capacity, not scaling storage when the storage is full, misconfigured security groups, VPC configurations or credential settings, disabling encryption keys or making the encryption keys inaccessible, etc.);
  4. that result from you not following Documentation (as defined in the Agreement);
  5. caused by underlying database engine software that lead to repeated database crashes or an inoperable database instance;
  6. that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or
  7. that result from any maintenance as provided for pursuant to the Agreement.

If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.