Service Level Objectives for Oracle PaaS and IaaS Public Cloud Services

This document sets forth service level objectives (“Service Level Objectives”) which Oracle works to meet for the Oracle PaaS and IaaS Public Cloud Services set forth below. The Service Level Objectives are engineering objectives as to the expected monthly Service Level (as defined below) of the applicable Oracle PaaS or IaaS Public Cloud Service. Oracle offers no financial compensation (e.g., credits, refunds or otherwise) in the event a Service Level Objective is missed. Capitalized terms used but not otherwise defined in this document will have the meaning attributed to them in Your Cloud Services order for the applicable Oracle PaaS or IaaS Public Cloud Service (Your “Cloud Services Order”).

The following terms apply to the Service Level Objective of a Cloud Service under this document unless a description of a Cloud Service in the below Category Specific Terms (as defined below) contains terms to the contrary, in which case the Category Specific Terms will apply:

  • “Common Exclusion” has the meaning found in the Oracle PaaS and IaaS Public Cloud Services Pillar Document to the Oracle Cloud Hosting and Delivery Policies (“Oracle PaaS and IaaS Public Cloud Services Pillar Document”).

  • “Service Level” refers to the service level applicable to an Oracle PaaS or IaaS Public Cloud Service which is measured by Oracle following the end of each calendar month during the Services Period of such Cloud Service (as such period is defined in Your Cloud Services Order for such Cloud Service), by subtracting from 100% the percentage of minutes during the measured calendar month in which such Cloud Service was Unavailable (as defined below in the relevant Cloud Service’s Category Specific Terms, as applicable).

The table below indicates (i) the Service Level Objective that Oracle works to meet for the specified Oracle PaaS or IaaS Public Cloud Service during a calendar month, commencing as of Oracle’s activation of such Cloud Service, as well as (ii) if any category specific terms apply to the measurement of such Cloud Service’s Service Level Objective (“Category Specific Terms”):

Oracle PaaS and IaaS Public Cloud Service Service Level Objective Category Specific Terms which apply to the Cloud Service (See details below this table.)
License Manager 99.5% 2
MySQL HeatWave on AWS 99.99% 7
Oracle - Container Engine for Kubernetes 99.95% 1
Oracle Access Governance 99.95% 7
Oracle Analytics Cloud 99.95% 7
Oracle Analytics Cloud - Classic 99.95% 3
Oracle API Manager Cloud Service 99.95% 1
Oracle API Platform Cloud Service - Classic 99.95% 1
Oracle Apiary Cloud Service 99.95% 1
Oracle Application Builder Cloud Service 99.95% 3
Oracle Application Container Cloud Service 99.95% 1
Oracle Application Performance Monitoring Cloud Service 99.95% 3
Oracle Autonomous Database 99.995% 7
Oracle Autonomous Database on Exadata Cloud@Customer 99.95% 3
Oracle Big Data Cloud Service - Starter Pack - 3 Nodes 99.95% 4
Oracle Big Data Discovery Cloud Service 99.95% 3
Oracle Big Data Preparation Cloud Service 99.95% 3
Oracle Big Data Service 99.95% 7
Oracle Big Data SQL Cloud Service 99.95% 4
Oracle Business Intelligence Cloud Service 99.95% 3
Oracle CASB Cloud Service 99.95% 3
Oracle Cloud Guard 99.9% 9
Oracle Cloud Infrastructure - AI Services - Language 99.95% 7
Oracle Cloud Infrastructure - Anomaly Detection 99.95% 7
Oracle Cloud Infrastructure - API Gateway 99.99% 7
Oracle Cloud Infrastructure - API Platform Cloud Service 99.95% 7
Oracle Cloud Infrastructure - Application Performance Monitoring Service 99.95% 7
Oracle Cloud Infrastructure - Bastion 99.9% 1
Oracle Cloud Infrastructure - Big Data - Compute Edition 99.9% 7
Oracle Cloud Infrastructure - Block Volume 99.99% 7
Oracle Cloud Infrastructure - Blockchain Platform Cloud for Enterprise SKUs 99.95% 7
Oracle Cloud Infrastructure - Blockchain Platform Cloud for Standard and Storage SKUs 99.5% 7
Oracle Cloud Infrastructure - Capacity Reservations 99.9% 1
Oracle Cloud Infrastructure - Certificates 99.9% 9
Oracle Cloud Infrastructure - Cloud Shell 99.9% 2
Oracle Cloud Infrastructure - Compute - Classic 99.95% 5
Oracle Cloud Infrastructure - Compute for Regions with one Availability Domain 99.95% 7
Oracle Cloud Infrastructure - Compute for Regions with several Availability Domains 99.99% 7
Oracle Cloud Infrastructure - Compute for Single instance 99.9% 7
Oracle Cloud Infrastructure - Console 99.95% 3
Oracle Cloud Infrastructure - Container Service - Classic 99.95% 5
Oracle Cloud Infrastructure - Custom Images 99.9% 1
Oracle Cloud Infrastructure - Data Catalog 99.9% 2
Oracle Cloud Infrastructure - Data Flow 99.9% 2
Oracle Cloud Infrastructure - Data Integration 99.95% 7
Oracle Cloud Infrastructure - Data Integrator Cloud Service 99.9% 7
Oracle Cloud Infrastructure - Data Labeling 99.9% 7
Oracle Cloud Infrastructure - Data Safe 99.9% 7
Oracle Cloud Infrastructure - Data Science 99.9% 2
Oracle Cloud Infrastructure - Database - Dense I/O 99.9% 7
Oracle Cloud Infrastructure - Database Cloud 99.9% 7
Oracle Cloud Infrastructure - Database Exadata 99.95% 7
Oracle Cloud Infrastructure - Database Management 99.95% 7
Oracle Cloud Infrastructure - Database Migration 99.99% 7
Oracle Cloud Infrastructure - Dedicated Compute - Classic 99.95% 5
Oracle Cloud Infrastructure - Developer Tools 99.9% 2
Oracle Cloud Infrastructure - DevOps 99.9% 2
Oracle Cloud Infrastructure - Digital Media Services 99.95% 7
Oracle Cloud Infrastructure - DNS 99.99% 7
Oracle Cloud Infrastructure - Email Delivery 99.9% 7
Oracle Cloud Infrastructure - Exadata Cloud@Customer 99.95% 5
Oracle Cloud Infrastructure - FastConnect 99.9% 7
Oracle Cloud Infrastructure - File Storage 99.99% 7
Oracle Cloud Infrastructure - Full Stack Disaster Recovery 99.95% 10
Oracle Cloud Infrastructure - Functions 99.99% 7
Oracle Cloud Infrastructure - Gen 2 Exadata Cloud@Customer 99.95% 6
Oracle Cloud Infrastructure - GoldenGate 99.95% 7
Oracle Cloud Infrastructure - Health Checks 99.99% 7
Oracle Cloud Infrastructure - Identity and Access Management 99.95% 3
Oracle Cloud Infrastructure - Java Management Service 99.9% 10
Oracle Cloud Infrastructure - Key Management 99.99% 7
Oracle Cloud Infrastructure - Load Balancer 99.99% 7
Oracle Cloud Infrastructure - Load Balancer - Classic 99.95% 5
Oracle Cloud Infrastructure - Logging 99.9% 7
Oracle Cloud Infrastructure - Logging Analytics 99.95% 7
Oracle Cloud Infrastructure - Management Agent Cloud Service 99.9% 3
Oracle Cloud Infrastructure - Marketplace 99.95% 3
Oracle Cloud Infrastructure - Monitoring 99.9% 7
Oracle Cloud Infrastructure - MySQL Database 99.995% 7
Oracle Cloud Infrastructure - Full Stack Disaster Recovery Cloud 99.99% 7
Oracle Cloud Infrastructure - Network Firewall 99.9% 7
Oracle Cloud Infrastructure - Network Load Balancer 99.99% 8
Oracle Cloud Infrastructure - Notifications 99.9% 7
Oracle Cloud Infrastructure - Object Storage 99.95% 7
Oracle Cloud Infrastructure - Object Storage - Classic 99.9% 2
Oracle Cloud Infrastructure - Operations Insights 99.95% 7
Oracle Cloud Infrastructure - Outbound Data Transfer 99.99% 7
Oracle Cloud Infrastructure - Process Automation 99.99% 7
Oracle Cloud Infrastructure - Ravello Service 99.95% 5
Oracle Cloud Infrastructure - Registry 99.9% 2
Oracle Cloud Infrastructure - Resource Manager 99.9% 2
Oracle Cloud Infrastructure - Service Connector Hub 99.9% 9
Oracle Cloud Infrastructure - Service Mesh 99.95% 9
Oracle Cloud Infrastructure - Speech 99.95% 7
Oracle Cloud Infrastructure - Streaming 99.9% 7
Oracle Cloud Infrastructure - Vault - Secrets 99.95% 1
Oracle Cloud Infrastructure - Vision 99.95% 7
Oracle Cloud Infrastructure - VPNConnect 99.95% 1
Oracle Cloud Infrastructure - Vulnerability Scanning 99.95% 10
Oracle Cloud Infrastructure - Web Application Firewall 99.99% 7
Oracle Cloud Infrastructure - WebLogic 99.9% 7
Oracle Cloud Infrastructure Search Service with OpenSearch 99.9% 3
Oracle Cloud Infrastructure Security Zones 99.99% 9
Oracle Cloud Migrations 99.9% 2
Oracle Cloud VMware Solution - availability domain redundant 99.99% 7
Oracle Cloud VMware Solution - fault domain redundant 99.95% 7
Oracle Cloud@Customer 99.95% 5
Oracle Content and Experience Cloud Service - Classic 99.95% 3
Oracle Content Management 99.95% 7
Oracle Data Integration Platform Cloud Service 99.95% 3
Oracle Data Integration Platform Cloud Service - Classic 99.95% 1
Oracle Data Visualization Cloud Service 99.95% 3
Oracle Database Backup Cloud 99.9% 7
Oracle Database Cloud Service - Multitenant Edition 99.95% 3
Oracle Database Exadata Express Cloud Service 99.95% 3
Oracle Database Service for Azure 99.9% 1
Oracle Database Tools 99.9% 3
Oracle Digital Assistant for Development Shape 99.9% 7
Oracle Digital Assistant for Production Shape 99.95% 7
Oracle Documents Cloud Service 99.95% 3
Oracle Event Hub Cloud Service 99.95% 1
Oracle GoldenGate Cloud Service 99.95% 1
Oracle Identity Cloud Service 99.95% 3
Oracle Integration Cloud Service 99.9% 7
Oracle Integration Cloud Service - Classic 99.95% 1
Oracle Integration Cloud Service - Classic - Enterprise 99.95% 3
Oracle Integration Cloud Service - Classic - Standard 99.95% 3
Oracle Internet of Things Asset Monitoring Cloud Service 99.95% 3
Oracle Internet of Things Cloud Service 99.95% 3
Oracle Internet of Things Cloud Service - Enterprise 99.95% 3
Oracle Internet of Things Production Monitoring Cloud Service 99.95% 3
Oracle IT Analytics Cloud Service 99.95% 3
Oracle Java Cloud Service 99.9% 7
Oracle Java Cloud Service - SaaS Extension 99.95% 3
Oracle Log Analytics Cloud Service 99.95% 3
Oracle Managed File Transfer Cloud Service 99.95% 1
Oracle Management Cloud 99.95% 3
Oracle Messaging Cloud Service 99.95% 3
Oracle Mobile Cloud Enterprise – Classic 99.95% 3
Oracle Mobile Cloud Service – Classic 99.95% 3
Oracle Mobile Hub Cloud Service 99.95% 7
Oracle NoSQL Database Cloud Service 99.995% 7
Oracle Process Cloud Service 99.95% 3
Oracle Self Service Integration Cloud 99.95% 1
Oracle Sites Cloud Service 99.95% 3
Oracle SOA Suite Cloud Service 99.9% 7
Oracle Threat Intelligence Service 99.99% 9
Oracle Visual Builder 99.9% 7
Oracle Visual Builder Cloud Service - Classic 99.95% 1
Oracle WebCenter Portal Cloud Service 99.95% 1
Oracle ZFS Storage – High Availability 99.99% 7
OS Management 99.95% 1
Web Application Acceleration 99.99% 10

The following Category Specific Terms apply for purposes of calculating the Service Level of the above Oracle PaaS and IaaS Public Cloud Services:

Category 1

“Unavailable” for Cloud Services in this category means any time during which a problem with the applicable Cloud Service prevents external connectivity to any of Your instances of such Cloud Service. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 2

  • “Service Level” for Cloud Services in this category is calculated by (i) subtracting from 100 the sum of the Error Rate (as defined below) of each hour of that month (the “Error Rate Sum”), (ii) dividing the Error Rate Sum by the total number of hours in that month, and (iii) multiplying the result by 100 to determine a percent figure.

  • “Error Rate” is the total number of Failed Service REST API Calls (as defined below) in a one-hour time interval in the measured month of the Services Period of the applicable Cloud Service divided by the total number of Service REST API Calls (as defined below) during that one-hour time interval. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

  • “Service REST API Call” is any HTTP Request that fulfills the applicable Cloud Service’s REST API specification.

  • “Failed Service REST API Call” is any Cloud Service REST API Call processed by Your User that results in a 5xx (Server Error) class of status code.

Category 3

“Unavailable” for Cloud Services in this category means any time during which a problem with the applicable Cloud Service prevents external connectivity for all Your instances of such Cloud Service. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 4

“Unavailable” for Cloud Services in this category means any time during which a problem with the applicable Cloud Service prevents external connectivity for all Your nodes for such Cloud Service. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 5

“Unavailable” for Cloud Services in this category means any time during which a problem with the applicable Cloud Service prevents: (i) external connectivity for all Your instances of such Cloud Service, and (ii) access to Your attached block storage volumes for such Cloud Service. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 6

“Unavailable” for Cloud Services in this category means any time when a problem with the applicable Cloud@Customer Service prevents it from running at least one guest VM instance for any multi-node VM Cluster hosted by such Cloud Service. This excludes circumstances resulting directly or indirectly from any Common Exclusion. In addition, Unavailable for Cloud Services in this category does not include any unavailability arising from (i) You or Your Users denying, disabling or delaying Oracle’s access to the applicable Cloud@Customer Service; (ii) Your equipment, software or other technology and/or third-party equipment, software or other technology (other than third party equipment within Oracle's direct control); and (iii) Your or Your Users mis-configuring database or Cloud Service parameters of the applicable Cloud@Customer Service.

Category 7

Cloud Services in this category also are subject to Service Level Agreements, as described in the Oracle PaaS and IaaS Public Cloud Services Pillar Document.

For purposes of the Service Level Objective applicable to a Cloud Service in this category, the “Service Level” for such Cloud Service will be equal to its Monthly Uptime Percentage for the relevant measured month as determined for such Cloud Service (i) pursuant to the terms of its Availability Service Level Agreement section in the Oracle PaaS and IaaS Public Cloud Services Pillar Document, or (ii) if such Cloud Service does not have an Availability Service Level Agreement, then pursuant to the terms of its Manageability Service Level Agreement section in the Oracle PaaS and IaaS Public Cloud Services Pillar Document.

Category 8

“Unavailable” for Cloud Services in this category means any time when the applicable Cloud Service has at least one working backend server, and all attempts to connect to such Cloud Service are unsuccessful. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 9

  • “Service Level” for services in this category is calculated by subtracting from 100% the average of the API Error Rate (as defined below) for each five-minute period during the applicable calendar month.

  • “API Error Rate” means, the percentage value corresponding to: (i) the total number of internal server errors returned by the applicable Cloud Service with an error status of “5xx” in a five-minute period during a calendar month divided by (ii) the total number of API requests to the applicable Cloud Service in such five-minute period. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 10

“Unavailable” for Cloud Services in this category means any time when all the valid invocations of an endpoint of the applicable Cloud Service do not successfully respond to console UI displays or API calls. This excludes circumstances resulting directly or indirectly from any Common Exclusion.