Astra Service Level Agreement

Monthly Service Level Agreement and Service Credits

This Service Level Agreement (“SLA”) is applicable to the paid use of DataStax Cloud Services as

 defined in DataStax’s Master Services Agreement and Astra Supplement (“Agreement”).

In the event DataStax does not meet the Service Availability, the Customer may be eligible to receive a Service Credit as described below. This SLA states the Customer's sole and exclusive remedy for any failure by DataStax to meet the SLA. Capitalized terms used, but not defined, in this SLA have the meaning set forth in the Agreement.

Customer Obligations

To be eligible for a Service Credit:

• Customer must log a support ticket with DataStax Support in accordance with the DataStax Astra Support Policy immediately upon becoming aware of an event that impacts service availability.

• Customer must submit a claim to DataStax via email at servicecredits@datastax.com within five (5) calendar days of the month end when the incident occurred to receive a Service Credit under this SLA.

• Customer should include all information necessary for DataStax to validate the claim, including: (i) a detailed description of the events resulting in Service Outage, including the request logs that document the errors and corroborate the claimed outage (with any confidential or sensitive information in the logs removed or replaced with asterisks); (ii) information regarding the time and duration of the Service Outage; (iii) the number and location(s); and (iv) descriptions of the customer’s attempts to resolve the Service Outage at the time of occurrence (v) For 99.999% availability claims, proof that the applications were configured for multiple regions at the time of the incident.

• Customer must reasonably assist DataStax in investigating the cause of the Service Outage and processing the claim.

• Customer must comply with the applicable DataStax Astra service agreement, applicable DataStax Astra documentation, and any reasonable advice from our support or engineering teams.

Measurement Methodology

DataStax records a count of all requests made by customer applications to their databases and the Astra DevOps API and whether or not these requests were successfully handled. Based on this recorded data, DataStax computes the Monthly Uptime Percentage achieved per database and for the DevOps API as outlined in the definition section above. The Monthly Uptime Percentage for a given customer’s databases is calculated as the average of the Monthly Uptime Percentage across all their Single Region and Multi-Region databases (databases are grouped for the purposes of this calculation based on whether they are Single Region or Multi-Region). 

SLA Exclusions

The Service Availability, Service Outage, and Customer’s entitlements to Service Credits under this SLA do not apply under the following circumstances:

1. Features or Services designated as DataStax Preview or that have been deprecated (unless otherwise set forth in the associated Documentation).

2. Caused by factors outside of DataStax’s reasonable control, including any force majeure event, Internet access failure, or related problems beyond the demarcation point of DataStax Astra DB.

3. That result from any actions or inactions of Customer or any third party, including unauthorized modifications to the Cloud Services.

4. That result from any third party services, equipment, software or other technology (including from the Cloud Provider) other than third party equipment within DataStax’s direct control.

5. Errors caused by customer misconfiguration, not following the DataStax recommended best practices, or unsupported driver configurations,

6. That arise from DataStax’s suspension or termination of Customer’s right to use the Cloud Services in accordance with the Agreement.

7. That result from a denial of service or similar malicious attack.

8. Emergency Maintenance. 

9. If using BYOK causes availability issues due to availability from the hosting provider, user configuration issues or delays in DataStax providing support due to the use of BYOK. 

Definitions

• “Astra Database Error Rate”​ means the total number of Unsuccessful Database Requests divided by the Total Database Requests during that five-minute period. DataStax calculates the Astra Database Error Rate for each Customer account as a percentage for each five-minute period in the calendar month.

• “Total Database Requests”​ means the total number of successful Customer-initiated database requests via any Supported Driver Configuration and covered by Supported Database Use.

• “Unsuccessful Database Request”​ means any Customer-initiated database request via a Supported Driver Configuration and covered by Supported Database Use that results in a DataStax-caused error.

• "Monthly Service Availability"​ for Astra DB Serverless  and Astra DB Classic i​s calculated on a monthly basis by subtracting from 100% the average of the Astra Database Error Rates from each five-minute period in the calendar month and does not include any calls that exceed the set rate limits. For multi region databases, the smallest Astra Database Error Rate across all active regions is considered for each five-minute period when calculating the Monthly Service Availability.

• “BYOK” means the Bring Your Own Key feature, allowing a Customer to manage the encryption and in extension the key that controls encryption/decryption of Customer data in a given database Cluster.

• “Emergency Maintenance” means unscheduled systems maintenance that will not exceed one hour of downtime per calendar quarter. Maintenance due to critical security or system stability concerns may be performed without announcement or prior warning.

• “Supported Database Use” means the Customer is using their Databases in accordance with the recommended limits and limitations outlined here.

• "Supported Driver Configuration" means the customer is using one of the C* drivers with the recommended settings listed here.