Service Level Agreement (“SLA”) Block Storage
This Service Level Agreement defines the different service level objectives that Scaleway undertakes to comply with in the context of the Covered Service, as well as their scope of application.
Definitions
“Project”: means an organizational unit that allows the Client to group and manage their Resources. It provides features for access control, monitoring, billing, deployment, and integration with other services, making it easier to organize, deploy, and manage related Resources.
“Region”: means the region selected by the Client when creating the volumes in which its data are stored as part of the Covered Service and resulting in dedicated invoice lines for each Project on Scaleway monthly bill.
“Covered Service”: means the Block Storage service provided by Scaleway.
“Resource” or “Volume”: means the volume of a specific account, project, and region created in the context of the Covered Service where the Client stores and manages their data.
"Monthly Uptime Percentage": is calculated as the total number of minutes in a given month minus the total number of minutes of Downtime in the same month, divided by the total number of minutes in the same month.
Monthly Uptime Percentage = (Total Minutes in Month - Downtime) / Total Minutes in Month
"Downtime": refers to periods when all attempts to read or write data to a Scaleway Block Storage Volume are consistently unsuccessful.
"Service Credit": is a percentage of the Client's monthly bill for the affected Scaleway Block Storage Volume that is credited to the Client's account.
”Maintenance Window": means a period of time during which Scaleway performs maintenance activities on the infrastructure (physical, network or software) upon which the Covered Service is based.
Service Level Objectives “SLO”
Scaleway undertakes to comply with the following Service Level Objectives:
- Monthly Uptime Percentage: Scaleway undertakes to make each Scaleway Block Storage Volume available with a Monthly Uptime Percentage of 99.9%.
The SLO described hereinabove shall in no circumstances apply to any components under Client's control, such as, but not limited to, any software and/or applications installed and used by the Client in connection with the Services.
Compensation
In the event Scaleway does not comply with the SLO described hereinabove during a given calendar month, the Client is entitled to request a compensation, it being specified that (i) the Client shall have paid all invoices issued by and due to Scaleway in connection with the Services, (ii) the Client shall have notified Scaleway the non-respect of the SLO within the specified time limit; and (iii) the Client shall cooperate in good faith with Scaleway to resolve the issue, and in particular:
- by remaining available during the entire period necessary for resolving the issue encountered;
- by providing all the information reasonably available to the Client regarding the issue encountered;
- by carrying out any verification that may reasonably be necessary to resolve the issue encountered.
It is expressly agreed that the compensation granted by Scaleway constitutes an all-inclusive payment for all damages resulting from Scaleway’s failure to comply with the SLO and that the Client expressly waives its right to any other claim, complaint or action.
The compensation shall take the form of a voucher which shall be applied by Scaleway on the invoice issued for the Covered Service, following the month during which the Client’s request was issued.
The amount of the compensation granted by Scaleway is determined according to the following table and corresponds to a percentage of the monthly amount invoiced to the Client for the Scaleway Block Storage Volume that did not comply with the SLO during a given month. The Client acknowledges that this compensation cannot under any circumstances be reimbursed in cash.
| Monthly Uptime Percentage | Compensation |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 10% |
| Less than 99.0%but equal or greater than 95.0% | 30% |
| Less than 95.0% | 100% |
Service Credits are calculated based on the charges for the affected Scaleway Block Storage volume in the billing cycle in which the Downtime occurred.
Request for compensation
Client’s request for compensation must be issued no later than thirty (30) days following the month during which the applicable Resources did not comply with the SLO. Failing that, no compensation can be claimed by the Client with respect to such breach of the SLO.
In addition to its request, the Client must provide its log files and indicate to Scaleway the project, the region and the storage class concerned as well as the date and time at which they have been impacted. Client’s failure to comply with these requirements may result in the withdrawal of its right to compensation. In the event of a dispute regarding this SLA, Scaleway will take a decision in good faith based on the information provided by the Client as well as its own system logs, monitoring reports, configuration records and any other available information.
Maximum compensation
The amount of the compensation granted by Scaleway over the course of a given calendar month shall under no circumstances exceed one hundred percent (100%) of the monthly amount invoiced to the Client in the context of the Covered Service for all Volumes that failed to comply with the SLO during the course of such month.
Exclusions
No compensation shall be granted to the Client if the failure to comply with the SLO is due to any of the following reasons:
- Any factors outside of Scaleway's reasonable control, including any force majeure event or internet access or related problems beyond the demarcation point of the Scaleway network;
- Any actions, inactions, or misuse (or non-conforming use) of the Services by the Client, or any third party;
- Client's equipment, software, or other technology;
- Unavailability of the Services occurring during a Maintenance Window;
- Suspension of the Services for the Client pursuant to the General Terms of Services or the applicable Specific Conditions;
- TheClient exceeds the recommended or configured performance limits for its chosen Volume type;
- Failure of the Client to fulfill its contractual obligations;
- Failure of the Client to cooperate in good faith with Scaleway to restore the availability of the Resources;
- Services or functionalities in Beta test phase or which have not been made available in a “General Availability” phase;
Applicable from December 1st, 2025
Last modified: 28/11/2025