DigitalOcean Spaces SLA

Definitions

DigitalOcean Spaces is an object storage service that provides a simple and scalable way to store and serve large amounts of unstructured data. It’s a highly available, S3-compatible service designed for storing things like images, videos, backups, and static website assets.

This DigitalOcean Service Level Agreement (“SLA”) is a policy governing the use of the DigitalOcean Spaces service and applies separately to each account using DigitalOcean Spaces. In the event of a conflict between the terms of this SLA and the terms of the DigitalOcean Terms of Service or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict.

Service Commitment

During each billing cycle the Spaces service will have a 99.9% Uptime (as defined below) per month. Uptime shall be measured and calculated by subtracting from 100% the percentage of 5-minute intervals during the monthly billing cycle in which a uniquely identified “Bucket” which is a collection of data objects, has no external accessibility (the “Downtime”). If a Bucket exists for only part of the month, availability is calculated over the portion of the month during which it existed. Monthly uptime measurements exclude unavailability resulting directly or indirectly from any SLA Exclusion as defined below.

Exclusions

Downtime caused by the following events (“SLA Exclusions”) will not be taken into consideration when calculating the monthly Uptime: (i) maintenance, user-initiated downtime, and other scheduled interruptions; (ii) factors outside of DigitalOcean’s reasonable control, including any force majeure event, third-party hardware and/or software issues, or Internet access beyond the demarcation point of the applicable DigitalOcean data center; (iii) user’s equipment, software or other technology; (iv) data loss; (v) errors caused by system quotas or other limits that are a normal part of the Service’s operation, (vi) features or Services designated as experimental or not part of general availability, or (vii) issues with or related to account restrictions, suspensions or terminations including but not limited to your use of Services in violation of the TOS.

Service Credits

Downtime will begin to accrue as soon as you (subject to DigitalOcean’s confirmation) either report that an outage is taking place or acknowledge a pro-active report from DigitalOcean that an outage is taking place, and continue until the availability of the applicable Bucket is restored. You must notify DigitalOcean in writing within 24 hours from the start of Downtime, and failure to provide such notice will forfeit the right to receive Service Credits. “Service Credit” is a dollar credit, calculated as set forth below, that we may credit back to an eligible Account. Your sole and exclusive remedy, and DigitalOcean’s entire liability, in connection with failure to meet the SLA shall be the issuance of Service Credits in accordance with the following: a. Service Credits are calculated as a percentage of the monthly bill for Bucket(s) that did not meet the Spaces Cold Storage SLA in a month in accordance with the table below.

Service credits are calculated as a percentage of uptime that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the schedule below.

Requesting Service Credits

You can request Service Credit by contacting Support. To be eligible, the credit request must be submitted within 30 days of the end of the billing cycle when the Downtime started. All Downtime and applicable Service Credits are calculated by DigitalOcean. You shall reasonably cooperate with and provide DigitalOcean with information reasonably necessary to allow DigitalOcean to determine the extent of any Downtime, including the inclusion of monitoring tooling at the machine and network level. This includes application logs with the time stamps and the Bucket information to facilitate further investigation by Digital Ocean.

The Service Credits will be provided in the form of a credit applied to future use of the Spaces and will be applied to the use of Spaces taking place within ninety (90) days of the provision of the Service Credit, after which period any unused Service Credits shall expire without any further compensation. Service Credits will not entitle you to any refund or other payment from DigitalOcean. Service Credits will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). The Service Credits may not be transferred or exchanged for cash or other forms of payment.

You acknowledge that the Service is not intended to serve as the sole repository or backup for Customer Content and that you are responsible for maintaining appropriate copies or backups of your data outside the Service. While DigitalOcean implements commercially reasonable safeguards and procedures, DigitalOcean does not guarantee that storage will be error-free or uninterrupted. Except as expressly provided in this Agreement, DigitalOcean shall not be liable for any loss, corruption, or destruction of data, and you assume full responsibility for maintaining adequate backup copies and recovery measures to protect against potential data loss.