target monthly availability
object design durability
platform monitoring
1. Availability Commitment
OtterStorage commits to a monthly service availability (S3 API) of 99.9%. Availability is calculated as the percentage of minutes in the month during which the service is operational, excluding the exclusions set out below.
2. Service Credits
If we fail to meet the target in a given month, you may request credits against the invoice for that period:
- Availability < 99.9% and ≥ 99.0%: 10% credit.
- Availability < 99.0% and ≥ 95.0%: 25% credit.
- Availability < 95.0%: 50% credit.
3. Exclusions
The following do not count as unavailability: announced scheduled maintenance, factors beyond our reasonable control (force majeure), misuse of the service, or incidents on the customer's network.
4. Requesting Credits
Credits are requested at soporte@otterstorage.io within 30 days following the incident. You can check the real-time status on the status page.
The definitive SLA values may be adjusted in the contract.