Service Level Objectives

This document sets forth service level objectives (“Service Level Objectives”) which Oracle uses commercially reasonable efforts to meet for the Oracle PaaS and IaaS Public Cloud Services set forth below.

The Service Level Objectives are operational and 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 (for example, credits, refunds or otherwise) in the event a Service Level Objective is missed.

Capitalized terms used in this chapter but not otherwise defined have the meanings assigned to them in the applicable Cloud Services order for the Oracle PaaS or IaaS Public Cloud Service.

The following terms apply to the Service Level Objective of a Cloud Service under this document.

Service Level Objectives for Data Infrastructure Cloud@Customer

Oracle will use commercially reasonable efforts to achieve a Monthly Uptime Percentage (Availability) objective of 99.95% for each DataInfra-C@C Instance (as defined below) during a calendar month.

The Service Level 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).

Definitions

A “DataInfra-C@C Instance” is a single Data Infrastructure Cloud@Customer Service deployment operating on a system configuration comprising compute servers with a storage shelf and, if any, storage expansion(s) added to the configuration after initial installation.

“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”, available on https://oracle.com/contracts).

“Service Level” refers to the service level applicable to a specified DataInfra-C@C Instance, commencing as of Oracle’s activation of such DataInfra-C@C Instance.

“Unavailable” means any time when a problem with the applicable DataInfra-C@C Instance prevents it from running at least 50% of the Virtual Machines (VMs) in the VM cluster for any multi-node VM Cluster (hosted by such DataInfra-C@C Instance). Unavailable for this document does not include any unavailability, error, decay, suspension or termination attributed to:

  1. any Common Exclusions described in the Oracle PaaS and IaaS Public Cloud Services Pillar Document of the Delivery Policies applicable to Oracle Cloud Services;
  2. a DataInfra-C@C Instance running either (i) VM clusters on a single VM, (ii) single instance databases or (iii) single node VMs;
  3. You or Your Users denying, disabling or delaying Oracle’s access to the applicable DataInfra-C@C Instance and/or the Hardware on which the service operates;
  4. Your equipment, software or other technology and/or third-party equipment (other than third party equipment within Oracle’s direct control);
  5. Your or Your Users misconfiguring database(s) or Data Infrastructure Cloud@Customer Service parameters of the applicable DataInfra-C@C Instance;
  6. Your or Your data center provider’s failure to meet and maintain the requirements in the Data Infrastructure Cloud@Customer Deployment Guide; and/or
  7. delay in service restoration due to Your Data Infrastructure Cloud@Customer Service deployment at a location farther than 50 miles / 80 kilometers from an Oracle Service Location.