Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") is part of the Terms of Service and sets out the availability KiviDB commits to for databases on KiviDB Cloud, and the service credits available when that commitment is not met. Capitalised terms not defined here have the meaning given in the Terms of Service.

It applies to paid databases on the Essentials and Pro plans, whether they run in KiviDB's cloud or in a cloud account you connect ("Bring your own cloud", see section 7). It does not apply to:

• free tier databases;
• databases on plans whose service levels are agreed in a separate order form or contract;
• the KiviDB console, website, documentation, API for managing databases, MCP server and Terraform provider. These are not the database itself, and a database keeps serving while they are unavailable.

2. Availability commitment

For each database, in each calendar month, KiviDB commits to the following Monthly Uptime Percentage:

The Pro commitment applies while the database has at least one replica in a different availability zone from its primary. If a Pro database has no replica, or runs in a region (or, in your own cloud account, a set of subnets) that offers only one availability zone, the Essentials commitment applies to it instead.

3. How availability is measured

KiviDB's monitoring checks every database's engine on the machine it runs on, several times a minute, and KiviDB keeps a daily record of each database's availability. Months are calendar months in Coordinated Universal Time (UTC).

• Unavailable Minute: a minute in which, at every check, the engine of the database's primary did not respond or the machine running it could not be reached. A period in which the database was serving but KiviDB's monitoring could not collect data is not unavailable.
• Eligible Minutes: the minutes in the month during which the database existed and was running. Minutes while it is being created, stopped, paused or deleted at your request are not Eligible Minutes.
• Monthly Uptime Percentage: (Eligible Minutes − Unavailable Minutes) ÷ Eligible Minutes, for one database in one calendar month, excluding the minutes described in section 6 and, for Bring your own cloud, section 7.

For Pro, availability follows the primary: when a replica is promoted, the new primary is the one checked. Reads continuing from replicas while the primary is being replaced do not count as availability. A failover that completes within a minute does not create an Unavailable Minute.

If you have evidence that your database could not be reached while KiviDB's records show it available (for example, its address not pointing at a serving machine), include it with your claim and KiviDB will take it into account.

4. Service credits

If a database's Monthly Uptime Percentage falls below its commitment, you are eligible for a service credit calculated as a percentage of the charges for that database for that month:

Databases in KiviDB's cloud

Databases in your own cloud account

• Credits are calculated on the charges KiviDB billed for that database in that month. Network transfer, private connectivity, support and any charges from your own cloud provider are not included.
• Credits are added to your KiviDB account balance and applied to future usage. They have no cash value and cannot be transferred or refunded.
• The total credit for one database in one month will not exceed 50% of that database's charges for the month.
• Service credits are your sole and exclusive remedy for any failure to meet this SLA.

5. Claiming a credit

To claim a credit, email support@kividb.io within 30 days after the end of the month in which the downtime occurred, with:

• the database's name or ID;
• the dates and times (with time zone) of each period you believe the database was unavailable;
• any logs or error messages from your application showing the failed requests.

We will review the claim against our availability records and reply in writing, usually within 10 business days. If the claim is accepted, the credit is applied to your account. Claims received after the 30 days are not eligible, and neither are claims for an account that is suspended or has an unpaid or negative balance under the Terms of Service. One claim covers one database for one month.

6. Exclusions

Unavailable Minutes do not count towards the Monthly Uptime Percentage when they result from:

• maintenance announced at least 48 hours in advance, or emergency security maintenance;
• actions you or anyone using your account take or request, including restarts, restores, resizing, upgrades, configuration changes, scaling, and deleting or flushing data;
• use beyond your plan's limits (memory, connections or throughput), or workloads that exhaust the database's memory;
• commands or scripts sent to the database that keep it from responding, such as long-running scripts, blocking commands or commands that scan very large datasets;
• your allowlist, network, DNS or client configuration preventing connections;
• features marked as preview or beta;
• suspension of your account under the Terms of Service, including for non-payment or an exhausted balance;
• failures of the internet, or of services outside KiviDB's control, including a cloud provider outage affecting a whole region;
• events beyond KiviDB's reasonable control (force majeure), as described in the Terms of Service;
• for databases in your own cloud account, the circumstances described in section 7.

7. Databases in your own cloud account

When a database runs in a cloud account you connect (an AWS account, Google Cloud project or Azure subscription), KiviDB operates it through the access you grant: the KiviDB role, service account or app, its permissions, and the resources KiviDB creates. This SLA applies to such a database only while KiviDB has that access.

The connection must be Verified. KiviDB checks every connection automatically and on a regular schedule, using the same checks as the Verify button in the console. This SLA, including any service credits, is suspended for a database from the first check its connection fails until a check passes again, whether that check is scheduled or one you run with Verify. KiviDB's record of these checks determines the period. A check that fails because of a fault on KiviDB's side does not suspend this SLA.

To keep the SLA in effect, you agree not to modify, restrict, revoke or otherwise interfere with:

• the KiviDB role, service account or app, its permissions, trust settings, ExternalId, consent or role assignments;
• any resource KiviDB created in your account (tagged or labelled managed-by=kividb), including its machines, disks, network interfaces, addresses, security groups and firewall rules, keys, operating system and software;
• the networks, subnets and routes the connection uses, or the storage KiviDB writes backups to;
• the KiviDB agent and monitoring running on those machines.

In addition, Unavailable Minutes do not count when they result from:

• quotas, capacity or limits in your cloud account, including the cloud provider being unable to supply a machine type in your region;
• organization or account policies in your cloud account that block what KiviDB needs to create or change;
• an outage, suspension, hold or billing issue of your cloud account, or of the cloud provider in your account;
• anyone other than KiviDB signing in to, changing or stopping the machines that run your databases.

Where a claim depends on what happened inside your cloud account, KiviDB may ask for the relevant records from your cloud provider's audit logs (for example AWS CloudTrail, Azure Activity Log or Google Cloud Audit Logs). A claim that depends on records you do not provide may be declined.

8. Relationship to the Terms of Service

This SLA is the only availability commitment KiviDB makes for the databases it covers. Where it conflicts with the Terms of Service on availability or service credits, this SLA applies; in all other respects the Terms of Service, including the limitation of liability, continue to apply. An order form or contract that sets its own service levels replaces this SLA for the databases it covers.

9. Changes to this SLA

KiviDB may update this SLA. We will publish the updated version on this page and, for changes that reduce your rights, give at least 30 days' notice by email or in the console. A change does not affect a month that has already started.

10. Contact

Questions about this SLA: support@kividb.io