Last updated on November 9, 2021

This Service Level Agreement for TiDB Cloud Services (SLA) applies only to TiDB Cloud Services production clusters, excluding the Developer Tier. For the TiDB Cloud users registered prior to the last updated date, this SLA will be effective on January 10, 2022.

1. Definitions

1.1 “Month” refers to the calendar month.

1.2 “Monthly Uptime Percentage” is calculated per TiDB Cloud cluster on a monthly basis and is calculated as: (Total Minutes in Month – Unavailable Minutes in Month) ÷ Total Minutes in Month × 100%.

1.3 “Unavailable Minutes in Month” is the total number of minutes that a single TiDB Cloud cluster is unavailable in a monthly billing cycle. If all attempts to establish connections to the cluster fail within one (1) minute, the minute is considered unavailable. A TiDB Cloud cluster deployed in part of the month is assumed to be 100% available during the undeployed part of the month.

1.4 “Monthly Service Fee” means the total fee you paid for a particular TiDB Cloud cluster 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.

2. Service Commitment

PingCAP will use commercially reasonable efforts to make TiDB Cloud clusters available with a monthly uptime percentage of at least 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.

4. Credit Request

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. Limitations

“Minutes Unavailable in Month” does not include, and you will not be eligible for a Service Credit for, any performance or availability issue that results from:

6. Modification to the SLA

PingCAP will provide at least sixty (60) calendar days’ advance notice for any adverse changes to this SLA. 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.