Service Level Objectives for Oracle PaaS and IaaS Public Cloud Services
Review 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 (please see details below) |
|---|---|---|
| License Manager | 99.9% | 2 |
| MySQL HeatWave on AWS | 99.99% | 7 |
| 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 Base Database Service | 99.9% | 7 |
| 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 Guard Instance Security | 99.9% | 7 |
| 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 - Cache | 99.95% | 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 Exadata and Exadata Exascale | 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 Cloud | 99.99% | 7 |
| Oracle Cloud Infrastructure - Functions | 99.99% | 7 |
| Oracle Cloud Infrastructure - Gen 2 Exadata Cloud@Customer | 99.95% | 6 |
| Oracle Cloud Infrastructure - Generative AI | 99.95% | 7 |
| Oracle Cloud Infrastructure - Generative AI Agents | 99.95% | 7 |
| Oracle Cloud Infrastructure - GoldenGate | 99.95% | 7 |
| Oracle Cloud Infrastructure - Health Checks | 99.99% | 7 |
| 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 - 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 - Ops 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 - Roving Edge Infrastructure | 99.9% | 5 |
| 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 - Fleet Application Management | 99.95% | 7 |
| Oracle Cloud Infrastructure - Secure Desktops | 99.95% | 7 |
| Oracle Cloud Infrastructure (OCI) Artifact Registry | 99.9% | 1 |
| Oracle Cloud Infrastructure (OCI) Code Editor | 99.9% | 3 |
| Oracle Cloud Infrastructure (OCI) Container Registry | 99.9% | 1 |
| Oracle Cloud Infrastructure Container Instances | 99.9% | 1 |
| Oracle Cloud Infrastructure Database with PostGreSQL | 99.99% | 7 |
| Oracle Cloud Infrastructure Document Understanding | 99.95% | 7 |
| Oracle Cloud Infrastructure Identity and Access Management | 99.95% | 7 |
| Oracle Cloud Infrastructure Queue | 99.9% | 7 |
| Oracle Cloud Infrastructure Search Service with OpenSearch | 99.99% | 7 |
| Oracle Cloud Infrastructure Security Zones | 99.99% | 9 |
| Oracle Cloud Infrastructure Zero Trust Packet Routing | 99.95% | 2 |
| 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 Autonomous Recovery Service | 99.9% | 7 |
| 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 Database@Azure | 99.95% | 2 |
| Oracle Database@Google Cloud | 99.9% | 2 |
| 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 Kubernetes Engine - Virtual Node for Regions with one Availability Domain | 99.9% | 7 |
| Oracle Kubernetes Engine- Enhanced Cluster for Regions with more than one Availability Domains | 99.95% | 7 |
| Oracle Kubernetes Engine- Enhanced Cluster for Regions with one Availability Domain | 99.9% | 7 |
| Oracle Kubernetes Engine- Virtual Node for Regions with more than one Availability Domains | 99.95% | 7 |
| 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 Tuxedo for Oracle Cloud Infrastructure | 99.9% | 7 |
| 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" means any time when a problem with the applicable Gen 2 Exadata Cloud@Customer Infrastructure Service 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 Cloud Service). Unavailable for this section does not include any unavailability, error, decay, suspension or termination attributed to (A) any Common Exclusions described in the Oracle PaaS and IaaS Public Cloud Services Pillar Document of the Oracle Cloud Hosting and Delivery Policies, (B) Gen 2 Exadata Cloud@Customer Infrastructure Service running either (i) VM clusters on a single VM or (ii) single instances databases or single node VMs, (C) You or Your Users denying, disabling or delaying Oracle's access to the applicable Gen 2 Exadata Cloud@Customer Infrastructure Service; (D) 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/or (E) Your or Your Users mis-configuring database(s) or Gen 2 Exadata Cloud@Customer Infrastructure Service parameters of the applicable Gen 2 Exadata Cloud@Customer Infrastructure 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.