SurrealDB Cloud SLA - Service Level Agreements (SLAs)
Learn about SurrealDB's commitment to high availability for SurrealDB Cloud, including our Service Availability guarantee, SLA Credits, incident classification, and support services.
Trust and Security
Service Level Agreements (SLAs)
SurrealDB endeavors to ensure high availability of the Software in accordance with this Service Level Agreement (“Cloud SLA”). Capitalized terms not defined in this Exhibit shall have the meaning given to them in the MSA.
The Cloud SLA is effective from 1 August 2026.
1. Service Availability
SurrealDB Cloud (the “Software”) will be made available 24 hours per day, 7 days per week, excluding any scheduled maintenance described below.
2. Scheduled Maintenance
There may be a weekly scheduled maintenance period as set forth below to perform system maintenance and upgrade functions for the Software. In most cases, scheduled maintenance activities do not require the Software to be offline. SurrealDB will make commercially reasonable efforts to minimize any service disruption during the scheduled maintenance period. Weekly maintenance will occur regularly but will rarely require downtime. If a rare update requires expected downtime periods, SurrealDB will use commercially reasonable efforts to schedule a mutually agreeable time with the Customer.
3. Service Availability Commitment
| Service Availability | Credits |
|---|---|
| 99.9% in one Reporting Period | One (1) SLA Credit per hour for downtime in excess of the 99.9% Service Availability guarantee, rounded up to the nearest quarter hour, up to a maximum credit equal to 25% of the fees for the affected Software during the Reporting Period. |
“Reporting Period” means the prior monthly reporting period, based on calendar months.
“SLA Credit” means 5% of the monthly fees for the impacted Software.
4. Calculation of Service Availability
The Software is deemed “not available” if a Sev1 or Sev2 incident occurs (as defined below) and results in substantial or total loss of functionality without any reasonable workaround. “Service Availability” is calculated as (Actual Software Availability – Scheduled Maintenance) ÷ (Scheduled Software Availability – Scheduled Maintenance) x 100.
Service Availability calculations do not include (i) unavailability caused by force majeure circumstances beyond SurrealDB’s reasonable control, including but not limited to acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, denial of service attacks or other website hacking or criminal activities of third parties not within SurrealDB’s control, failure of third party telecommunications or Internet service providers, failure of hardware or cloud service provider facilities that are used to run SurrealDB but are not managed by SurrealDB, or failure of equipment utilized by Customer to access the Software; (ii) momentary Software degradation resulting from deployment of software changes in the ordinary course of resolving incidents, or (iii) problems resulting from use of the Software by Customer in a manner which is unlawful, not authorized under the MSA, or is considered irregular or unreasonable.
5. Service Availability Reports
SurrealDB will generate and deliver Service Availability reports to Customer upon reasonable request.
6. SLA Credits
Customer must notify SurrealDB about an outage within seventy-two (72) hours after the applicable outage. If Customer does not provide the notice within the notification timeframe, Customer waives the right to collect an SLA Credit for the outage. All SLA Credit requests will be verified against SurrealDB’s system records. The total of all credits applicable to or accruing in any given Reporting Period shall not exceed 25% of the fees paid or payable for the impacted Software by Customer to SurrealDB during the Reporting Period. This SLA sets forth the sole and exclusive remedies available to Customer, including the SLA Credits and rights of termination, with respect to Service Availability commitments. Under no circumstance shall the unavailability of the Software or any incident response or resolution time be deemed a material breach or default under the MSA.
7. Incident Classification
SurrealDB will make commercially reasonable efforts to resolve Software disruptions as soon as possible and to address software errors and other incidents on a timely basis, consistent with the incident classifications described below. SurrealDB uses the following incident classification system to manage response and resolution of Software disruptions reported through SurrealDB's end-user support tools or detected internally by SurrealDB. These classifications do not apply to Support Services that are provided pursuant to a separate Order.
| Incident Class | Resolution Mean Time |
|---|---|
| Sev1: Catastrophic and complete failure; total outage, with no function or activity available for any customer. | 2 hours* |
| Sev2: Substantial Software disruption affects a significant and detectable subset of SurrealDB customers, rendering essential functionality unavailable where no work-around exists. | 4 hours* |
The Resolution times are measured from when Customer notifies SurrealDB’s end-user support about a performance problem with the Software. A resolution can include interim solutions and workarounds to restore essential functionality. The “Resolution Mean Time” means the average time to resolve reported cases of that Incident Class during the Reporting Period.
\*SurrealDB will continuously work on a resolution until the incident is resolved.
8. Support Services
SurrealDB provides baseline account, billing, and self-service support for all SurrealDB Cloud users, with ticket-based technical support available through optional Support Plans (Standard, Business Critical, Premium).
Email Support: support@surrealdb.com
In-app Support: available via SurrealDB Studio (see documentation)