Service Level Agreement (SLA) is an important document that outlines the terms and conditions of a cloud service provider`s service provision. Due to the increasing number of cloud service providers offering their services, an SLA is vital to ensure transparency in service delivery. Oracle Cloud is one such provider that has established an SLA to ensure customer satisfaction.
Oracle Cloud offers different service-level tiers, and each tier has its own SLA. The SLA is a guarantee that Oracle Cloud will provide an agreed-upon level of service, which is typically measured in uptime or availability. The SLA also outlines the credits that Oracle Cloud will offer if it fails to meet the agreed-upon service level.
The SLA guarantees a certain level of availability for Oracle Cloud services. According to Oracle`s SLA, the availability of Oracle Cloud services is guaranteed to be 99.95% in any given month. This translates to less than 22 minutes of downtime in a month. If Oracle Cloud fails to meet this availability guarantee, customers will receive a credit of 10% of their monthly service fees.
The SLA also guarantees response time for support. Oracle Cloud guarantees a response time of 15 minutes for Severity 1 issues and eight business hours for Severity 2 issues. Severity 1 issues are defined as critical production issues that cause the service to be unavailable, while Severity 2 issues are defined as other production issues that affect the service but are not as critical. If Oracle Cloud fails to meet these response time guarantees, customers will receive a credit of 5% of their monthly service fees.
In addition to the guarantees outlined in the SLA, Oracle Cloud also provides customers with a credit request process. If customers experience an issue that falls within the scope of the SLA, they can request a credit by submitting an online form. The credit will be applied to the customer`s next invoice.
In conclusion, Oracle Cloud`s SLA is designed to ensure customers receive the level of service they expect. The SLA guarantees a certain level of availability and response time for support, and provides a credit request process if Oracle Cloud fails to meet these guarantees. As a customer of Oracle Cloud, it is important to review and understand the SLA to help manage expectations and ensure a positive experience with the service.