Service Level Agreement

This Service Level Agreement (“SLA”) is an integral part of the Dragonfly Master Services Agreement or DragonflyDB’s Terms of Service including any Orders (as such term defined in the Master Services Agreement or DragonflyDB’s Terms of Service) attached thereby, entered into by and among Customer and DragonflyDB (the “Agreement”).

1. Definitions 

For the purposes of this SLA, the following terms shall have the meanings set out below. Any capitalized terms used but not specifically defined herein shall have the meaning ascribed to them in the Agreement:

1.1. “Availability Rate” means the average of the Monthly Availability Percentages of all individual shards within a respective Data Store. The Availability Rate for a Data Store is calculated as follows:

a. For each individual shard, the "Monthly Availability Percentage" is calculated as: (i) the total number of minutes during a calendar month in which the shard is available and usable by Customer (excluding Exclusions for Downtime Event), (ii) divided by the total number of minutes that the respective shard was provisioned to run during that month.

b. The Availability Rate for the Data Store is the sum of all individual shards' Monthly Availability Percentages divided by the total number of shards in that Data Store.

1.2. “Data Store” a digital repository established and managed by the Customer on Dragonfly Cloud 

1.3. “Downtime Event” means the time in which a Dragonfly Service is unavailable to the Customer as measured and determined solely by Dragonfly based on its servers.

1.4. “Dragonfly Cloud” means the managed in-memory Software as a Service made available by DragonflyDB to its Customers.

1.5. “Exclusions for Downtime Event” shall mean: (i) regularly scheduled maintenance; (ii) Customer explicitly requested maintenance; (iii) downtime resulting from outages of third-party connections, services or utilities or other reasons beyond DragonflyDB’s reasonable control or effect; or (iv) misuse of the Dragonfly Cloud by the Customer or anyone on its behalf; 

1.6. “Subscription Term” means the period for which Customer subscribed to use the Dragonfly Cloud in accordance with the respective Order

1.7. “Service Credit”  monetary credit, requested by the Customer and approved and granted by DragonflyDB, due to a decrease in the monthly Availability Rate of a respective Data Store below the rate stated in section 2 in a respective month during a Subscription Term. 

2. Availability 

2.1. DragonflyDB will use its commercially reasonable efforts to make the Dragonfly Cloud available to the Customer during the Subscription Term at a monthly Availability Rate of at least 99.95% for the Multi AZ HA Data Store configuration and 99.5% for the Standalone configuration, excluding Exclusions for Downtime Event.

3. Other SLA Exclusions

3.1. Dragonfly’s obligations hereunder are based on and subject to the Customer complying with Dragonfly’s instructions, if any, for performing any corrective action.

3.2. The Dragonfly Cloud console is explicitly excluded from this SLA.

3.3. Development data stores are explicitly excluded from this SLA.

3.4. For the avoidance of doubt, the SLA shall apply to data stores deployed under the Bring Your Own Cloud (“BYOC”) model only during periods in which Dragonfly maintains the cloud access, permissions, and control required to operate, manage, and monitor the Services within Customer’s Cloud account, including the continued existence and integrity of the IAM role, permissions, and cloud resources created by Dragonfly’s BYOCsetup script (as updated by Dragonfly from time to time). The Customer shall not modify, restrict, revoke, or otherwise interfere with such role, permissions, or any Dragonfly-managed resources (including, without limitation, security groups). If Dragonfly’s access is restricted, modified, revoked, or otherwise impaired such that Dragonfly cannot perform the necessary management or monitoring functions, Dragonfly’s SLA obligations, including any service credits, shall be suspended for the duration of such impairment and shall resume only upon full restoration of such access.

4. Service Credits

4.1. To the extent, the Availability Rate in a respective calendar month during the Subscription Term is lower than the rate provided in section 2 above, the Customer shall be entitled to the following Service Credits:

4.2. You may request a Service Credit within up to 5 business days of the event giving rise to such Service Credit by sending an email to support@dragonflydb.io.

4.3. After filing the request for Service Credit over email to support@dragonflydb.io credits, a decision will be made by the Dragonfly Cloud team and a written response will be sent back to you.

4.4. The Service Credit shall be calculated as a percentage of the monthly fee accrued in connection with the respective data store use on the Dragonfly Cloud, explicitly excluding any network fees.

4.5. The Service Credits will apply only: (i) in the same calendar month in which the respective decrease in the Availability Rate has occurred.; and (ii) only to the monthly billing cycle/invoice of the same Data Store in which the respective decrease in the Availability Rate has occurred.

4.6. The Services Credits will be deducted from the Customer's respective monthly billing cycle/invoice in the respective month in which the decrease in the Availability Rate has occurred.

4.7. The Service Credits provided hereunder shall constitute exclusive and full remedy to which the Customer may be entitled for any decrease in the Availability Rate and/or in connection with Dragonfly Cloud.

THE CUSTOMER HEREBY ACKNOWLEDGES AND AGREES THAT ITS RIGHT TO RECEIVE SERVICE CREDITS AS SPECIFIED ABOVE CONSTITUTES ITS SOLE AND EXCLUSIVE REMEDY FOR ANY DOWNTIME EVENTS.