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Announcing a significant update to SLAs for Oracle Cloud Infrastructure Services

Alex Martynenko
Sr. Technical Program Manager

I am Alex Martynenko from the Customer Programs team for Oracle Cloud Infrastructure (OCI) and I am happy to announce a significant update to the service level agreements (SLAs) available for certain OCI Platform-as-a-Service (PaaS) and Infrastructure-as-a-Service (IaaS) offerings under the Oracle PaaS and IaaS Public Cloud Services Pillar Document (Pillar Document). With this update to the Pillar Document, 17 additional OCI services have SLAs in place, including the following: API Gateway, Database Backup Cloud, Autonomous Transaction Processing, Autonomous Data Warehouse, Data Safe, Digital Assistant, Functions, Health Checks, Key Management, Load Balancer, Monitoring, Outbound Data Transfer, NoSQL Database Cloud, Notifications, Streaming, Integration Cloud and MySQL Database.

This means that all OCI services that are designated as Oracle Cloud Infrastructure Category 7 Services in the Pillar Document now have SLAs that provide specified service credits which could equal up to 100% of the fees paid for impacted services in the measured period  . In addition, our Manageability and Performance SLAs were extended to more services including High Performance Computing and GPU.   Specific terms are provided in the updated Pillar Document for single Compute instance availability and for excess consumption due to Layer 7 DDoS attacks not blocked by WAF, allowing customers to further manage those respective risks.

The new terms under the updated Pillar Document extend the window for customers to submit SLA claims to 60 days, provide a 12-month advance notification requirement for end-of-life, remove certain exclusions for vendor controlled events from uptime calculations addressing feedback received from our customers and a variety of industry standard recommendations by Gartner for cloud providers, raising the bar for  our key products.

Other updates to the Pillar Document include revisions to address customers who consume OCI services pursuant to annual universal credits and pay-as-you-go models in order to simplify our customers’ management of their rights and obligations. Proposing increasingly advanced products, OCI actively innovates on service standards committing to the multiple dimensions of quality. 

To drive the technology advantage for our customers, OCI continues to improve the terms (including SLAs) available for our PaaS and IaaS offerings, placing the highest priority on mutual trust and transparency.

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