ElephantSQL Service Level Agreement (SLA)

Feel secure with our high resilience service - 99.95% availability for all dedicated plans

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.

Service Commitment

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.

  • Uptime:

    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.

  • Response time:

    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.

  • Resolution time:
    • Urgent server-down issues will be solved within 24 hours.
    • Medium priority issues will be fixed within 48 hours.
    • Low priority routine issues will be completed within 72 hours.

How to Claim a SLA Credit

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 contact@elephantsql.com.

Payment of Compensation

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.

Exclusions to the Uptime Guarantee

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:

  • Scheduled interruptions or network/hardware maintenance.
  • Load caused on the systems by client queries or usage (including, but not limited to, inaccurate installations and software configurations, abuse of the network, abuse of hardware or overuse of resources)
  • Failures or termination of the instance by the cloud providers used by ElephantSQL to implement the service.
  • Failures due to hostile actions by third parties such as denial-of-service attacks.
  • The system is not available due to technology failures on customer's side (network, hardware and software, third-party equipment).
  • Routing or other faults caused by intermediary or external networks.