This Service Level Agreement for TiDB Cloud Services (“SLA”) forms an integral part of the TiDB Cloud Services Agreement (“CSA”) and applies only to TiDB Cloud Services production clusters, excluding the Developer Tier and any feature(s) in beta version. All capitalized terms not defined in this SLA shall have the meaning set forth in the CSA. For the TiDB Cloud users registered prior to the last updated date, this SLA will be effective on June 16, 2022.
1. Definitions
1.1 “Month” refers to the calendar month in a monthly billing cycle.
1.2 “Monthly Service Fee” means the total fee you paid for a particular TiDB Cloud cluster in the Month. For the upfront lump sum payment paid by you for a particular TiDB Cloud cluster, Monthly Service Fee is the lump sum payment divided by the number of months of such TiDB Cloud cluster covered by such lump sum payment.
1.3 “Monthly Uptime Percentage” is calculated per TiDB Cloud cluster on a monthly basis and is calculated as: (Total Minutes in Month – Downtime) ÷ Total Minutes in Month × 100%.
1.4 “Total Minutes in Month” is the total number of minutes in the Month.
1.5 “Service Credit” is the percentage of the Monthly Service Fee to be credited to you if PingCAP approves your claim.
1.6 “Downtime” is the total number of minutes that a single TiDB Cloud cluster is unavailable in the Month. A minute is considered unavailable if all attempts from TiDB Cloud servers to establish a connection to the cluster fail within one (1) minute. A TiDB Cloud cluster deployed in part of the month is assumed to be 100% available during the undeployed part of the month.
2. Service Commitment
PingCAP will use commercially reasonable efforts to make TiDB Cloud clusters within a region of a cloud provider available with a monthly uptime percentage of at least 99.99% during any monthly billing cycle.
3. Service Credit
If PingCAP does not achieve and maintain the Monthly Uptime Percentages, then you may be eligible for a service credit as described below.
| Monthly Uptime Percentage | Service Credit |
| Less than 99.99% but equal to or greater than 99% | 10% |
| Less than 99% but equal to or greater than 95% | 25% |
| Less than 95% | 100% |
4. Customer Obligations
To be eligible for a Service Credit:
4.1 You must log a support ticket with PingCAP via TiDB Cloud portal within 24 hours of first becoming aware of an event that impacts service availability.
4.2 You must submit your claim and all required information by the end of the month immediately following the month in which the Downtime occurred.
4.3 You must include all information necessary for PingCAP to validate your claim, including: (i) a detailed description of the events resulting in Downtime, including your request logs that document the errors and corroborate your claimed outage (with any confidential or sensitive information in the logs removed or replaced with asterisks); (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Downtime at the time of occurrence.
4.4 You must reasonably assist PingCAP in investigating the cause of the Downtime and processing your claim.
4.5 You must comply with your applicable TiDB Cloud Services Agreement, applicable TiDB Cloud Documentation and any advice from our support team.
5. Credit Request
5.1 To receive a service credit, you must submit a claim by submitting a Credit Request through the TiDB Cloud Support Center. To be eligible, the Credit Request must be received by PingCAP by the end of the second billing cycle after the incident occurred. The necessary information for the Credit Request must include:
5.1.1 A detailed description of the event that caused the service unavailable;
5.1.2 Downtime and duration;
5.1.3 Descriptions of your attempts to resolve the downtime at the time of occurrence.
5.2 If PingCAP confirms that the Monthly Uptime Percentage is less than the service commitment, PingCAP will issue the Service Credit to you within one (1) billing cycle following the month in which the request occurred. If the submission is overdue, or you fail to provide the necessary information, you will lose your eligibility for the Service Credits. Service Credits must not be transferred or used in any other account.
6. Limitations
6.1 Downtime does not include, and you will not be eligible for a Service Credit for, any performance or availability issue that results from:
6.1.1 Force majeure, such as natural disasters, wars, terrorist acts, riots, government actions, etc.;
6.1.2 Network or equipment failure between your site and the TiDB Cloud;
6.1.3 Scheduled maintenance, including but not limited to network, hardware, service or system upgrade, maintenance, etc., that PingCAP provides advance notice;
6.1.4 Services, hardware or software provided by a third party, such as the cloud platform services on which TiDB Cloud runs, including but not limited to their network, hardware, software failure and system maintenance;
6.1.5 An attack on your application or the data thereof;
6.1.6 You have not followed the basic operational guidelines set forth in the TiDB Cloud Documentation, including without limitation (i) overloading a database instance so that such database instance is inoperable and (ii) creating an excessively large number of tables leading to significant increase of the recovery time;
6.1.7 Loss or leakage of data or passwords caused by you;
6.1.8 You have not followed appropriate safety practices
6.1.9 Caused by your operation(s) or any operation(s) authorized by you; or
6.1.10 Any cluster belonging to the Developer Tier which has a resource limitation(s) on CPU, memory or storage; or
6.1.11 Any Downtime caused by any feature(s) in beta version.
7. Modification to the SLA
PingCAP may modify this SLA at any time by posting a revised version on the Site or by otherwise notifying you in accordance with Section 15.5 of the CSA. If you disagree with PingCAP’s changes to the SLA, you have the right to stop using the TiDB Cloud Services, and if you continue to use the TiDB Cloud Services, you are deemed to have accepted the modified SLA.