AURO Cloud Service Levels

AURO offers an industry-leading SLA to host your enterprise-grade workloads. With 99.95% monthly availability for all our infrastructure products in General Availability, we protect our customers at a level that surpasses most other services. Many cloud providers consider 99.9% uptime acceptable, which means you could incur twice as much downtime without any protection.

  • More importantly, some providers average their SLA calculation over the entire year, which means some months could see even greater downtime. At AURO, our Public Cloud consistently offers protection with an SLA of 99.95% monthly availability.
  • We offer higher levels of credit for most products (up to 30%) than many leading cloud providers.
  • Our SLA covers failures of even a single instance in a single Availability Zone (AZ). You are not required to maintain instances in multiple AZs (if the AZ is available) to be eligible for an SLA as long as you are willing to use another AZ if/as needed. This is different from other clouds where the SLA credit is valid only if you are operating 24/7 in multiple AZs.

Service Commitment

AURO commits that Cloud Compute will be available 99.95% or more of the time in a given calendar month. If we (AURO) fail to meet this commitment, just let us know and we will apply a service credit to your account. The service credit applied will be calculated by multiplying a) your total charges for Cloud Compute in a given Region during the month we failed to meet the commitment by b) the percentage credit you qualify for in the table below:

Monthly Availability % (per Region) Credit to Bill for AURO Cloud Compute for a Given Region (Not Total Bill)
100% to 99.95% N/A
<99.95% to 99.9% 5%
<99.9% to 99.5% 10%
<99.5% to 99% 20%
<99.0% 30%

Definitions

Cloud Compute refers to AURO’s cloud-based compute service, and does not refer to peripheral or separate services, including but not limited to: the Cloud management console, Cloud language bindings, Cloud command line tools, Cloud CDN, Cloud Block Storage, or Cloud Object Storage.

An "instance" means a customer’s virtual machine created within AURO Cloud Compute.

A "Region" represents a geographic area that is no more than 100 kilometers in diameter and consists of multiple physically separate Availability Zones.

An "Availability Zone" is a deployment of AURO Cloud Compute, which consists of a separate API endpoint in which customers can choose to create instances.

"Monthly Availability %" is calculated per Region on a monthly basis, as 100% minus: i) Total instance-downtime-minutes, divided by ii) Total instance-minutes

"Total instance-minutes" is defined as the aggregate amount of time all instances are running for a customer during a given month in a given Region.

"Total instance-downtime-minutes" is calculated as the sum of each instance's downtime minutes, during the course of a month.

For each instance, "downtime minutes" are accrued starting at the beginning of the first 6 minute interval during which the instance was inaccessible and the user was unable to launch a replacement instance in the same Region, and continue until the ability to launch a replacement instance is restored, including the time that would be required for a replacement instance to become accessible.

  • "Inaccessible" means that the operating system in the replacement instance could not respond to API or network requests, despite proper security group configuration, for 6 minutes or more.
  • "Accessible" means that the operating system in the replacement instance could respond to network requests.
  • "Unable to launch a replacement instance in the same Region" means that a request was sent to each AURO Cloud Compute API endpoint for that Region but no replacement instance actually started and became accessible.

Any Region in which a customer has no Cloud Compute activity, defined as having 0 "total instance-minutes" on their bill in a given month, will be deemed to have had 100% availability for that customer for the given month.

To be eligible for a service credit a customer must be running or trying to run instances in more than one Availability Zone within a Region during the period of time when the customer's instances were inaccessible.

Exclusions

You are not entitled to a service credit if you are in breach of your Customer Agreement with AURO, including your payment obligations. The inability to launch new instances due to exceeding your account quotas or improperly formed API requests are not covered by this SLA. To receive a service credit, you must file for a credit within 7 days following the end of the month in which availability was not met by contacting AURO via the Contact Us link on the AURO website with a description of the downtime, how you were affected, and for how long. AURO reserves the right to withhold credit if it cannot verify the downtime or you cannot show that you were adversely affected in any way as a result of the downtime.

This Service Level Agreement does not apply to any downtime, suspension, or termination of any AURO services:

  • that result in account suspension or termination due to breach of the Customer Agreement;
  • caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of AURO-controlled datacenters;
  • that result from any actions or inactions of you or any third party; or
  • that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than those which are under our direct control).

The service credit remedy set forth in this Service Level Agreement is your sole and exclusive remedy for any failure to meet availability of Cloud Compute.

AURO Cloud DNS

Service Commitment

AURO commits that Cloud DNS will provide DNS resolutions 100% of the time. In addition, AURO commits that the Cloud DNS API will be available 99.95% of the time. If we (AURO) fail to meet this commitment, just let us know and we will apply a service credit to your account. The service credit applied will be calculated by multiplying a) your total charges for Cloud DNS during the month we failed to meet the commitment by b) the percentage credit you qualify for in the table below:

Monthly Availability % (per Region) Credit to Bill for AURO Cloud Compute for a Given Region (Not Total Bill)
Monthly Unavailability of DNS Resolutions Credit to Bill for Cloud DNS (not Total Bill)
6 to 30 minutes 1 day of service credit
31 minutes to 4 hours 1 week of service credit
More than 4 hours 1 month service credit
Monthly Availability of DNS API Credit to Bill for Cloud DNS (not Total Bill)
<100% to 99.95% N/A
<99.95% to 99.9% 5%
<99.9% to 99.5% 10%
<99.5% to 99.0% 20%
<99.0% 30%

Definitions

This SLA addresses only the AURO Cloud DNS service, and does not refer to peripheral or separate services, such as but not limited to: the Cloud management console, Cloud language bindings, Cloud command line tools, Cloud CDN, Cloud Block Storage, Cloud Object Storage, or Cloud Compute.

An "Interval" means a consecutive 6-minute period of time. Intervals during a month in which there were no DNS requests from a given account will be considered Intervals with 100% availability for that account.

DNS Resolutions

AURO Cloud DNS resolutions will be considered unavailable when, for one or more Intervals, the service fails to respond to your DNS queries. "Downtime Intervals" are accrued starting at the beginning of the first Interval during which Cloud DNS failed to respond to DNS queries and continue until DNS queries are being resolved successfully. In the event that DNS resolution is unavailable only for a brief period within an Interval, the entire Interval is still flagged as unavailable. "Monthly Unavailability of DNS Resolutions" is calculated on a monthly basis as follows: Total DNS resolution Downtime Intervals x 6 minutes.

DNS API

The Cloud DNS API will be considered unavailable when, for one or more Intervals, the service fails to successfully respond to API requests. Propagation time of zones and records is not included in this definition. "Monthly Availability of DNS API %" is calculated by averaging the Interval availability % of each Interval, as described below, over the entire month. "Interval Availability of DNS API %" is calculated as follows: 100% - (total number of requests that result in errors (any 5xx code) / divided by total number of requests) during that 6-minute interval.

Exclusions

You are not entitled to a service credit if you are in breach of your Customer Agreement with AURO, including your payment obligations. To receive a service credit, you must file for a credit within 7 days of the end of the month in which availability was not met by contacting AURO by sending an email to support@auro.io on the AURO website with a description of the downtime, how you were affected, and for how long. AURO reserves the right to withhold credit if it cannot verify the downtime or you cannot show that you were adversely affected in any way as a result of the downtime. The Service Level Agreement does not apply to any downtime, suspension, or termination of any AURO services:

  • that result in account suspension or termination due to breach of the Customer Agreement;
  • caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of AURO-controlled data centers;
  • that result from any action or inaction by you or any third party; or
  • that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than those which are under our direct control).

The service credit remedy set forth in this Service Level Agreement is your sole and exclusive remedy for downtime of Cloud DNS.

AURO Cloud Object Storage

Service Commitment

AURO commits that Cloud Object Storage will be available 99.95% or more of the time in a given calendar month. If we (AURO) fail to meet this commitment, just let us know and we will apply a service credit to your account. The service credit applied will be calculated by multiplying a) your total charges for Cloud Object Storage during the month we failed to meet the commitment by b) the percentage credit you qualify for in the table below:

Monthly Availability % Credit to Bill for AURO Cloud Object Storage (not Total Bill)
100% to 99.95% N/A
<99.95% to 99.9% 5%
<99.9% to 99.5% 10%
<99.5% to 99.0% 20%
<99.0% 30%

Definitions

Cloud Object Storage refers to AURO's object storage service, and does not refer to peripheral or separate services, such as but not limited to: the Cloud management console, Cloud language bindings, Cloud command line tools, Cloud CDN, Cloud Block Storage, or Cloud Compute.

"Monthly Availability %" is calculated by averaging the Interval Availability % of each 6-minute interval, as described below, over the entire month.

"Interval Availability %" is calculated for each AURO Cloud Object Storage Account during 6-minute intervals, as 100% minus: total number of requests that result in internal server errors (code 500) or service unavailable errors (code 503), divided by total number of requests during that 6-minute interval. Intervals during the month in which there were no requests from a given account will be considered intervals with 100% availability for that account.

Exclusions

You are not entitled to a service credit if you are in breach of your Customer Agreement with AURO, including your payment obligations. To receive a service credit, you must file for a credit within 7 days of the end of the month in which availability was not met by contacting AURO via the website by clicking on the Contact Us link on the AURO website with a description of the downtime, how you were affected, and for how long. AURO reserves the right to withhold credit if it cannot verify the downtime or you cannot show that you were adversely affected in any way as a result of the downtime. The Service Level Agreement does not apply to any downtime, suspension, or termination of any AURO services:

  • that result in account suspension or termination due to breach of the Customer Agreement;
  • caused by factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of AURO-controlled datacenters;
  • that result from any actions or inactions of you or any third party; or
  • that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than those which are under our direct control).

The service credit remedy set forth in this Service Level Agreement is your sole and exclusive remedy for downtime of Cloud Object Storage.

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