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Service Level Agreement (SLA)

Effective Date: 1/11/2024

This Service Level Agreement (SLA) defines the service level standards PeaSoup commits to for the PeaSoup S3-Compatible Object Storage service. This SLA is applicable to all customers and is part of the Terms and Conditions.

1. Service Availability

PeaSoup commits to a monthly uptime of 99.9% for PeaSoup S3-Compatible Object Storage, excluding planned maintenance windows and circumstances beyond PeaSoup’s control, such as force majeure events or third-party outages.

  • Uptime Calculation: Uptime is calculated as the percentage of total minutes in a calendar month that the service is operational, excluding planned maintenance or exempted downtime.

2. Maintenance and Notifications

2.1 Planned Maintenance: PeaSoup schedules maintenance as necessary to enhance performance and security. Maintenance windows will be announced in advance on https://status.peasoup.cloud/, and customers are encouraged to subscribe to notifications.

2.2 Emergency Maintenance: In rare cases, emergency maintenance may be required. PeaSoup will strive to notify customers as soon as possible via the status page.

3. Support Response Times

PeaSoup provides 24/7 support for critical system outages. All other customer support requests are addressed during business hours, Monday to Friday, 9:00 AM – 5:00 PM UK Time, excluding public holidays.

  • Critical Issues (System Outage): Response time within 1 hour, with regular updates on resolution status.
  • High Priority Issues (Severe Service Degradation): Response time within 4 business hours.
  • General Issues (Non-Urgent Requests): Response time within one business day.

4. Service Credits for Downtime

If PeaSoup fails to meet the monthly uptime commitment of 99.9%, customers may be eligible for a service credit. Credits are calculated as follows:

  • 99.0% – 99.9% uptime: 10% service credit based on the monthly fee.
  • 95.0% – 98.9% uptime: 25% service credit based on the monthly fee.
  • Below 95.0% uptime: 50% service credit based on the monthly fee.

Service Credit Process:

  • Request Submission: Customers must submit a request for service credits within 15 days of the end of the month in which the service level commitment was not met.
  • Credit Application: Approved credits will be applied to future invoices and cannot be exchanged for cash or applied retroactively.

5. Limitations and Exclusions

This SLA does not apply to:

  • Downtime resulting from user actions or configurations.
  • Third-party services, hardware, or connections outside PeaSoup’s control.
  • Scheduled maintenance, including emergency maintenance with notice.
  • Force majeure events such as natural disasters, acts of war, or government actions.

6. Changes to the SLA

PeaSoup reserves the right to update this SLA as necessary to align with service improvements or operational changes. Updated terms will be posted on the PeaSoup website, and continued use of the Service constitutes acceptance of the revised SLA.