SLA

Our Service Level Agreements (SLAs)

Your projects and data need stable, reliable services. OVHcloud makes high availability one of its top priorities — and this is why we make guarantees on the quality of our services.

SLA application conditions

To be compensated in the event of an SLA breach, you will need to have two host servers in your Private Cloud, with the HA option enabled. You also need to have opened a support ticket.

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You can request a free callback from an OVHcloud adviser.

Our detailed SLAs

Le réseau
Network

OVHcloud guarantees 100% accessibility for its Private Cloud datacentre internal network, with the exception of scheduled maintenance operations, in which case, customers are notified in advance.

OVHcloud guarantees 99.95% internet accessibility, with the exception of scheduled maintenance operations, in which case, customers are notified in advance.

In the event of a breach:

For network issues, you are refunded 5% of the total amount of your next bill per 10 minutes of unavailability, with a limit of 100% of the bill total.

For network issues, you are refunded 5% of the total amount of your next bill per hour of unavailability, with a limit of 100% of the bill total.

Les hôtes
Host servers

OVHcloud guarantees 99.99% availability for Private Cloud host servers. The applications hosted on these servers have this availability level as a result of the way in which customers configure their infrastructure.

If a host server goes down, OVHcloud provides a replacement host within 15 minutes.

In the event of a breach:
The host server is then refunded on the next bill.

Le stockage
Storage

OVHcloud guarantees 100% availability for its storage solutions (excluding vSAN hosts). The storage system used provides you with master storage and slave storage. If the master storage experiences a technical issue, the slave storage takes over.

In the event of a breach:

You will be refunded 5% of the amount for storage per 10 minutes of unavailability.