This Service Level Agreement (SLA) outlines the uptime, support commitments, and expectations between Qdrant, hereinafter referred to as the "Service Provider", and paying customers of the Qdrant Managed Cloud, hereinafter referred to as the "Customer".
A distinction is made between the Qdrant Cloud Database Service, hereinafter referred to as the “Database Service” and the Qdrant Cloud Management Interface, hereinafter referred to as the “Management Interface”, together referred to as the “Cloud Platform”.
The Service Provider agrees to use commercially reasonable efforts to ensure a quarterly uptime percentage of at least 99.5% for the Standard Service Tier and 99.9% for the Premium Service Tier regarding the Database Services of the Qdrant Cloud Platform provided to the Customer. When referring to a quarterly uptime percentage, we're discussing calendar quarters. These quarters are defined as January through March, April through June, July through September, and October through December.
This only applies to Database Services running on Qdrant’s Managed Cloud Infrastructure and not to any Database Services running on the Customer’s infrastructure through Qdrant Hybrid Cloud or Private Cloud.
The Service Provider supports the current, and the 3 previous minor versions of the Qdrant Database Service. Support for older versions is best effort only and not covered by the SLA.
Uptime will be measured based on the total minutes in a quarter, excluding scheduled maintenance windows communicated to the Customer 5 working days in advance. The formula for calculating uptime is as follows:
Uptime Percentage = (1 - (Total Minutes of Downtime / Total Minutes in the Quarter)) * 100
When calculating the Quarterly Uptime Percentage for any quarter in which the Database Service is deployed for only part of the quarter, it is assumed that there was no Service Downtime during the portion of the quarter in which the Database Service was not deployed.
The Downtime and Support Commitment does not include periods of unavailability due to:
In order to be eligible for a refund, the customer agrees to the following.
In general, customers are obligated to report downtime immediately; however, for any failure to meet the Uptime Commitment and to be eligible for the corresponding Service Credit, the Customer must report - using a support ticket - such incidents within 1 business day. The ticket must include all the information mentioned in Sec. 8. “Required Support Information”.
The Customer also agrees to collaborate with the Service Provider to investigate the cause of the Service Downtime and process the claim.
The Customer must comply with the Service Provider’s Services Agreement, applicable documentation of the Service Provider, and any advice from the Service Provider’s support team.
If the Service Provider confirms that the Customer is eligible for a Service Credit, the credits will be applied to the Customer's invoice in the month(s) following the occurrence of downtime.
Service Credits are not refunds, cannot be exchanged into a cash amount, and may only be used against future billing charges.
In the event that the quarterly uptime percentage falls below 99.9%, the Customer may be eligible for service credits as follows:
| Uptime Percentage | Standard Service Tier | Premium Service Tier |
|---|---|---|
| 99.9% and above | - | - |
| Less than 99.9% but more than 99.5% | - | 10% |
| Less than 99.5% but more than 99.0% | 10% | 15% |
| Less than 99.0% but more than 98.5% | 15% | 20% |
| Below 98.5% | 25% | 25% |
| Standard Service Tier | Premium Service Tier | |
|---|---|---|
| Support - The Service Provider agrees to provide support to the Customer | Support hours are defined as the Service Provider’s Business Hours, excluding public holidays in Germany. | Our support team is available 24/7 to provide timely assistance with any challenges you may encounter. |
Subject to the Terms and notwithstanding any of Customer’s cooperation duties, the Service Provider commits itself to the error response times as described hereinbelow.
| Error Category | Standard Service Tier | Premium Service Tier |
|---|---|---|
| Severity 1 – Errors preventing operation of the Database Service (the Database Service cannot be started, no authentication possible, no datapoints viewable/queryable, no data points creatable/editable; all such errors relating to all or most of Customer’s users). | 4 hours (regular business hours) | 1 hour |
| Severity 2 – Other errors impairing operation of the Database Service or the Management Interface (the Cloud Platform can be used but important functionality is not working as it is supposed to; operation of the Cloud Platform is prevented for some of Customer’s users) | 6 hours (regular business hours) | 2 hours |
| Severity 3 – Other partial, non-critical loss of functionality of the Cloud Platform such that the operation of some component(s) is impaired but allows the user to continue using the Cloud Platform | 24 hours (regular business hours) | 4 hours (regular business hours) |
| Severity 4 – means (i) general usage questions and cosmetic issues, including errors in the documentation, and (ii) cases opened via email for the Cloud Platform. | 24 hours (regular business hours) | 24 hours (regular business hours) |
The Service Provider measures the customer service response times from the moment a support request is received through the contact methods specified in point 10, "Support Channels," and includes all the points outlined in point 8 “Required Support Information”.
The Service Provider will categorize Support Tickets based on the Severity Level assigned by the Customer, determined by the business impact. If there's a disagreement, both parties will work together to agree on the Severity Level. The Service Provider commits to providing timely updates on the investigation, resolution, or escalation of Support Tickets, following the response times linked to the Severity Level in the table.
Support Availability does not apply for “free tier”-customers.
Support Requests must contain the following details:
Monday to Friday 08:00 - 18:00 CET
For Standard Support:
For Premium Support:
Severity 1 and 2 issues must always be submitted via E-Mail or ticket system.
Unofficial Support Channel: We have a very active community on Discord available to all users. Please note that this is not an official channel for support.
This SLA will be reviewed annually or as needed. The Service Provider reserves the right to modify the SLA with reasonable notice to the Customer.