Service Level Objectives (SLOs)
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 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 Gen 2 Exadata Cloud@Customer Infrastructure
Oracle will use commercially reasonable efforts to achieve a Monthly Uptime Percentage (Availability) objective of 99.95% per each ExaCC 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
An “ExaCC Instance” is a single Gen 2 Exadata Cloud@Customer Infrastructure service deployment operating on a valid rack or multi-rack system configuration comprised of a primary rack and its associated storage server(s), database server(s) and/or expansion rack(s), if any, including any storage server(s) database server(s) and/or expansion rack(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 ExaCC Instance, commencing as of Oracle's activation of such ExaCC Instance.
"Unavailable" means any time when a problem with the applicable ExaCC 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 ExaCC Instance). Unavailable for this section does not include any unavailability, error, decay, suspension or termination attributed to
- any Common Exclusions described in the Oracle PaaS and IaaS Public Cloud Services Pillar Document of the Delivery Policies applicable to Oracle Cloud Services;
- an ExaCC Instance running either (i) VM clusters on a single VM, (ii) single instance databases or (iii) single node VMs;
- You or Your Users denying, disabling or delaying Oracle's access to the applicable ExaCC Instance and/or the Hardware on which the service operates;
- 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);
- Your or Your Users mis-configuring database(s) or Gen 2 Exadata Cloud@Customer Infrastructure Service parameters of the applicable ExaCC Instance;
- Your or Your data center provider’s failure to meet and maintain the requirements in the Gen 2 Exadata Cloud@Customer Deployment Guide; and/or
- Delay in service restoration due to Your Gen 2 Exadata Cloud@Customer Infrastructure Service deployment at a location farther than 50 miles / 80 kilometres from an Oracle Service Location ("Oracle Service Locations", available on https://www.oracle.com/a/ocom/docs/service-locations-073430.pdf).