Cloud Service Availability

Cloud Service Availability

This Couchbase Cloud Service Availability document (“Service Level Agreement”) sets out the service levels that apply to paid subscriptions of the Cloud Service. In the event of a conflict between the terms of this Service Level Agreement, and the terms of the Couchbase Cloud Service Subscription Agreement or any other agreement with us governing your use of the Cloud Service (collectively, “Agreement”), the terms and conditions of this Service Level Agreement will apply, but only to the extent of such conflict and to the service levels provided hereunder. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

Last updated: 29 June, 2020.

1. Cloud Service Availability

1.1 Couchbase will use commercially reasonable efforts to meet the Monthly Uptime Availability set forth in the table below for the applicable Cloud Service purchased.

2.2 Service Credits will:
2.2.1 be calculated as follows: total number of Monthly Used Credits multiplied by the percentage applicable uptime Tier level in the table above;
2.2.2 be given in the form of Couchbase Cloud Credits only, to be used by Customer against future Cloud Service; and
2.2.3 not entitle Customer to any refund or other payment from Couchbase and may not be transferred or applied to any other account or Couchbase product or service.

2.3 Unless otherwise stated in the Agreement, Customer’s sole and exclusive remedy for any breach of the Monthly Uptime Availability is the receipt of Service Credits (if eligible) in accordance with the terms herein.

3. Eligibility

3.1. To be eligible to receive a Service Credit Customer must:
3.1.1 submit a support ticket via the Couchbase Control Plane within 24 hours of first becoming aware of Couchbase’s failure to meet the Monthly Uptime Availability;
3.1.2 submit a claim via the Couchbase Control Plane for a Service Credit by the end of the month immediately following the month in which the Downtime occurred, with all information necessary for Couchbase to validate the claim, including:
(i) a detailed description of the events resulting in Downtime, including your request logs that document the errors and corroborate your claimed outage (with any personal, confidential or sensitive information in the logs removed or replaced with asterisks);
(ii) information regarding the time and duration of the Downtime;
(iii) the number and location(s) of affected users (if applicable); and
(iv) descriptions of your attempts to resolve the Downtime at the time of occurrence.
3.1.3 reasonably assist Couchbase in investigating the cause of the Downtime and processing the claim; and
3.1.4 comply with this Service Level Agreement, the Agreement, applicable Documentation, and any advice from the Cloud Service support team.

4. Exclusions

4.1 Downtime does not include, and Customer will not be eligible for a Service Credit for, any performance or availability issue that results from:
4.1.1 (a) factors outside of Couchbase’s reasonable control, including any natural disaster, epidemic, war, acts of terrorism, riots, government action, or any other force majeure event; (b) any service, software, hardware or other element of the Customer Cloud Environment not provided by Couchbase (including, third party software, technology, and equipment, or APIs and data formats not included in the Cloud Service); or (c) any actions or inactions from Customer or any third party;
4.1.2 use of Customers password or equipment to access our network;
4.1.3 Customer’s or any third party’s (a) improper use, scaling or configuration of Cloud Service, or (b) failure to follow appropriate security practices;
4.1.4 Customer’s breach of this Service Level Agreement or the Agreement; or
4.1.5 scheduled maintenance windows related but not limited to upgrades, patching, and scaling events or configuration changes.

5. Definitions

1. “Couchbase Cloud Credit” means a unit of database processing capability consumed to use the Cloud Service.

2. “Downtime” is calculated per each Cluster on a calendar monthly basis and is the total number of minutes during the calendar month that the entire Cluster was unavailable and all attempts to establish a connection to the Cluster were unsuccessful. Downtime does not include any Cluster that has not yet been deployed.

3. “Monthly Used Credits” means the total number of Cloud Credits used for a given Cloud Service Cluster during the calendar month in which Downtime occurred. Monthly Used Credits can be viewed in the Couchbase Control Plane.

4. “Monthly Uptime Availability” means the availability percentages set forth in Section 1 and calculated per each Couchbase Cloud Cluster on a calendar monthly basis using the formula:

5. “Service Credit” means the total number of Couchbase Cloud Credits to be credited to Customer in the next invoice issued by Couchbase in accordance with this Service Level Agreement.