Oracle Cloud Infrastructure Service Level Agreement (SLA)

Note: These FAQs are intended as a general reference to address common questions regarding SLAs for Oracle’s PaaS and IaaS public cloud services. Please refer to the Oracle PaaS and IaaS Public Cloud Services Pillar Document (PDF) for a complete explanation of the topics addressed in the FAQs for SLAs below and for other terms and conditions applicable to Oracle PaaS and IaaS public cloud service SLAs.

• • What are Oracle Cloud Infrastructure service level agreements?

    SLAs are Oracle’s commitments to specific aspects of Oracle Cloud Infrastructure services, measured over a calendar month and expressed as monthly uptime percentages or monthly performance rates. Oracle is committed to providing the best-in-class service levels and believes that SLAs are key performance indicators for customers of cloud providers.

    Each Oracle Cloud Infrastructure service has its own definition of service level. Oracle Cloud Infrastructure offers competitive SLAs for more than 50 PaaS and IaaS public cloud services. For example, Oracle NoSQL Database Cloud Service offers an availability SLA of 99.995%.

    Please refer to the Oracle PaaS and IaaS Public Cloud Services Pillar Document (PDF) for details on the SLAs available for each Oracle Cloud Infrastructure service.

  • What are the different types of SLAs that Oracle Cloud Infrastructure offers?

    Oracle Cloud Infrastructure is the first cloud service provider to offer the following availability, manageability, and performance SLAs:

    Availability SLAs: To assure that your cloud workloads are in continual operation with Oracle’s commitments to uptime and connectivity.

    Manageability SLAs: To ensure your ability to manage, monitor, and modify resources.

    Performance SLAs: To assure performance so you can rely on your infrastructure for enterprise applications.

    Please refer to the Oracle PaaS and IaaS Public Cloud Services Pillar Document (PDF) for details on the SLAs available for each Oracle Cloud Infrastructure service.

  • How does Oracle Cloud Infrastructure ensure the resilience and continuous availability of its core infrastructure services and hosting platform?

    Oracle Cloud Infrastructure uses proven engineering strategies such as principles of architecture and system design, new architectural concepts, and service engineering procedures to achieve resilience and availability.

    For details on how we achieve resilience and continuous availability as part of Oracle Cloud Infrastructure, please refer to the Resilience and Continuous Availability of Oracle Cloud Infrastructure Services and Platform FAQ.

  • How can I build high-availability services with Oracle Cloud Infrastructure?

    Oracle Cloud Infrastructure follows industry best practices to build high-availability services, focusing on three key elements: redundancy, monitoring, and failover at the cloud infrastructure level.

    For more information about how you can build high-availability solutions with Oracle Cloud Infrastructure’s capabilities, please refer to the Learn About High Availability in the Cloud web page.

  • What happens if Oracle does not meet an SLA commitment?

    Service credits are the exclusive remedy that Oracle provides to its customers if we do not meet a service commitment for an Oracle Cloud Infrastructure service as set forth in the Service Level Agreements section of the Oracle PaaS and IaaS Public Cloud Services Pillar Document. We require customers to file for the SLA claim by contacting their account manager and providing the supporting evidence of the SLA breach. For more details on SLA service credits and claims, please refer to the Oracle PaaS and IaaS Public Cloud Services Pillar Document (PDF).

  • What are service level objectives (SLOs)?

    Service level objectives are engineering objectives for the expected monthly service level of the applicable Oracle PaaS or IaaS public cloud service. Unlike for SLAs, Oracle offers no financial compensation in the event an SLO is missed. Oracle is the first cloud service provider to publish SLOs for its services. For more details on Oracle Cloud Infrastructure SLOs, please refer to the Service Level Objectives for Oracle PaaS and IaaS Public Cloud Services web page.

Disclaimer: The information on this page remains subject to change and does not create, directly or indirectly, any contractual obligations or liabilities between you and Oracle. For the most updated information on the SLAs available for Oracle PaaS and IaaS public cloud services, please refer to the Oracle PaaS and IaaS Public Cloud Services Pillar Document (PDF).