1. Scope
This Service Level Agreement applies to eligible paid STRG object-storage services identified in an applicable order form. Free, preview, beta and evaluation services are excluded unless agreed otherwise in writing.
2. Availability commitment
There is no standard contractual availability percentage or service-credit entitlement unless an executed service agreement expressly provides one. Any binding target and credit schedule will be stated in that agreement.
Availability is measured separately for each eligible region and calendar month.
3. Measurement
Monthly availability percentage is calculated from total eligible minutes in the month, less the minutes during which the covered service was unavailable, divided by total eligible minutes. STRG monitoring and service records are the primary measurement source, subject to reasonable supporting evidence from the customer.
4. Exclusions
Downtime does not include unavailability caused by:
- Scheduled maintenance communicated in advance
- Customer systems, credentials, configuration or misuse
- Third-party networks outside STRG’s reasonable control
- Force majeure events
- Suspension permitted under the service terms
- Preview, beta or unsupported functionality
5. Service credits
Any service-credit tiers, caps and calculation method will be set out in the applicable customer agreement. Service credits are the sole financial remedy for failure to meet a binding availability commitment unless that agreement expressly states otherwise.
6. Claim process
Customers must notify within 30 days after the affected month and provide the account, region, timestamps and request evidence reasonably needed to evaluate the claim.
7. Questions
Contact to discuss contractual availability commitments for your workload.