This Service Level Agreement between ElephantSQL and the customer outlines the level of service, the process by which the customer can request technical support or submit a claim for not meeting the service level and request credit for the period of time service level was not met.
ElephantSQL takes great pride in providing a highly fault-resilient service with automatic recovery in case of system failures. We ensure that the service is free of software glitches and that our service is reliable. We do provide technical support for users with access to the system. Non-technical support for issues related to billing, credit due to outages, etc. is also provided.
We guarantee at least 99.95% availability on all dedicated plans. In case of an outage larger than that, ElephantSQL will provide the customer with service credits equaling an amount of 50% of the instance’s subscription cost.
For critical support issues our on-call engineers are available 24/7. For these types of issues, we will respond to a request within 30 minutes.
In the unlikely event that ElephantSQL fails to meet the above-mentioned uptime commitment, ElephantSQL shall offer service credits as compensation to the customer.
Request for an SLA credit must be submitted in writing, within 30 days from the outage to which they refer, via email to firstname.lastname@example.org.
The compensation will be in the form of ElephantSQL usage credits and may not be exchanged for cash or other forms of payment. All outage periods and compensation are calculated by ElephantSQL and are based on the plan that the customer is using. Once we’ve verified the outage, we’ll issue an SLA payment as a credit to be used against your invoice for the following month.
ElephantSQL does all that we can to keep your service up and running. However, there are a few things that we can’t be held accountable for. Thus, they are excluded from our SLA. The following events will be exempt from ElephantSQL's availability guarantee: