Tigergraph Cloud Service Level Agreement
Last updated August 26, 2019
You acknowledge and agree that this SLA applies solely to the Cloud Services and shall not apply in connection to any other service or product offered by TigerGraph. Capitalized terms not defined hereunder shall have the meaning ascribed to them in the Terms.
If TigerGraph does not achieve and maintain the Monthly Uptime Percentages set forth in the table below, then you may be eligible for a Service Credit.
Monthly Uptime Percentage
Service Credit Percentage
Less than 99.99% but equal to or greater than 99.0%
Less than 99.0%
All capitalized terms not defined below shall have the meaning in the Terms. As used herein, “month” refers to a calendar month.
“Applicable Monthly Services Fees” means the total fees paid by you for a given TigerGraph Cloud instance during which the downtime occurred.
Any TigerGraph instance deployed for only part of a month is assumed to be 100% available for the portion of the month it is not deployed.
“Downtime” is calculated per TigerGraph instance on a monthly basis and is the total number of minutes during the month that the entire TigerGraph instance was unavailable. A minute is considered unavailable if all of your continuous attempts to establish a connection to the TigerGraph cluster within the minute fail. Downtime does not include partial minutes of unavailability or scheduled downtime for maintenance and upgrades.
“Monthly Uptime Percentage” is calculated per TigerGraph instance on a monthly basis and is calculated as the total number of minutes during a given month less Downtime divided by the total number of minutes during that month. If you have been using the Cloud Services for only part of the month, then the Cloud Services are assumed to be 100% available for the portion of the month that it was not used.
To be eligible for a Service Credit:
- You must log a support ticket with TigerGraph within 24 hours of first becoming aware of an event that impacts service availability.
- You must submit your claim and all required information by the end of the month immediately following the month in which the Downtime occurred.
- You must include all information necessary for TigerGraph 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.
- You must reasonably assist TigerGraph in investigating the cause of the Downtime and processing your claim.
- You must comply with your applicable TigerGraph service agreement, applicable TigerGraph documentation and any advice from our support team
We will process claims within 45 days of receipt. If we determine that you have satisfied the customer obligations above and that none of the below limitations apply to your claim, we will grant you a Service Credit.
The Service Credit amount is the percentage of the Applicable Monthly Service Fees times credited to you following TigerGraph’s claim approval.
We will apply any Service Credit to a future invoice or payment for the TigerGraph instance that experienced the Downtime. Service Credits will not be applied to fees for any other TigerGraph instance.
Service Credits are your sole and exclusive remedy under this SLA.
Downtime does not include, and you will not be eligible for a Service Credit for, any performance or availability issue that results from:
- Factors outside of our reasonable control, such as natural disaster, war, acts of terrorism, riots, government action, or a network or device failure at your site or between your site and TigerGraph;
- Services, hardware, or software provided by a third party, such as cloud platform services on which TigerGraph runs;
- Use of your password or equipment to access our network; or
- You or any third party’s (a) improper use, scaling or configuration of TigerGraph, or (b) failure to follow appropriate security practices.