Service Level Agreement (“SLA”) Edge Services

This Service Level Agreement defines the different service level objectives that Scaleway undertakes to comply with in the context of the Edge Services (“Covered Service”), as well as their scope of application.

Definitions

“Resource”: means an Edge Endpoint or Edge Pipeline, configured to manage and route HTTP/HTTPS traffic across multiple origins (such as Load Balancers or Object Storage buckets) and to apply security, caching, or routing rules.

“Covered Service”: means the Edge Services offering provided by Scaleway, including but not limited to routing, caching, and Web Application Firewall (WAF) functionalities, excluding the Edge Services API itself.

“Unavailability Period”: means one or more Edge Resources experience a loss of HTTP/HTTPS connectivity such as:

• Error 500 returned by Edge Services, while the origin is reachable and returning a HTTP code different from 500,
• All requests routed via the affected Edge Resource fail consistently during a continuous period of at least one (1) minute.

The following events shall not be considered as an Unavailability Period:

• Any unavailability during a Maintenance Window;
• Any intermittent or partial unavailability lasting less than one full minute;
• Any unavailability resulting from origin-side issues (e.g., Load Balancer or backend failure);
• Any network connectivity loss external to the Edge Service infrastructure (e.g., client-side network issues, ISP outages, or backbone routing failures).

“Maintenance Window”: means a period during which Scaleway performs maintenance operations on the infrastructure (physical, network, or software) supporting the Edge Services platform. Maintenance activities may temporarily affect Edge Service availability.

“Monthly Availability Rate (MAR)”: means the percentage of total time in a calendar month during which an Edge Service Resource is available, calculated as:

Where:

• Tt is the total number of minutes in the relevant month (in case the Client partially runs a Resource during the course of a month, it is assumed that such Resource is 100% available for the portion of the relevant month that it was not running);
• Tpit is the total number of minutes of unavailability recorded during all Unavailability Periods.

Service Level Objectives (SLO)

Scaleway undertakes to comply with the following Service Level Objectives for the Covered Service:

The above SLO applies exclusively to Scaleway-managed components of the Edge Services platform, including Edge routing, WAF enforcement, and cache delivery.
It does not cover the availability or performance of any external resources such as customer origins, backends, or APIs served through Edge Services.

Compensation

If Scaleway does not comply with the above SLO for a given month, the Client is entitled to request compensation, provided that:

1. All invoices due have been paid in full;
2. The Client notifies Scaleway of the breach within the specified period;
3. The Client collaborates in good faith to identify and resolve the incident, including:

• Remaining available to Scaleway’s teams during investigations;
• Providing logs and request traces;
• Performing reasonable verification or corrective actions as requested.

Compensation is provided as a credit voucher applied to the following month’s invoice.
The credit amount corresponds to a percentage of the monthly charges for the affected Resource(s), as shown below:

The compensation is non-refundable and cannot be converted to cash.
It constitutes the Client’s sole and exclusive remedy for Scaleway’s failure to meet the SLO.

Request for Compensation

The Client must submit a compensation request via a Scaleway support ticket no later than thirty (30) days after the end of the month in which the incident occurred.
Requests must include:

• Evidence of downtime (e.g., HTTP error logs, monitoring traces);
• Timestamps of the unavailability periods;
• Description of the impact observed.

Failure to comply with this process or to provide evidence may result in rejection of the claim.
In case of dispute, Scaleway will make a good faith determination based on its own monitoring systems and the information provided by the Client.

Maximum Compensation

The total compensation for any given month shall not exceed 50% of the monthly amount invoiced for all affected Edge Service Resources covered by this SLA.

Exclusions

No compensation shall be granted if the SLO breach results from any of the following:

• Force Majeure events (natural disasters, war, global network outages, etc.);
• Third-party actions outside Scaleway’s control (e.g., DDoS attacks, ISP issues);
• Client misconfiguration or manual modification of Edge rules, routing, or caching settings;
• Origin unavailability (e.g., backend server, Load Balancer, or Object Storage outage);
• Scheduled maintenance during a Maintenance Window;
• API unavailability, including the Edge Services API or Console;
• Non-General Availability (GA) features (e.g., Beta or Preview functionalities such as experimental routing or cache rules);
• Suspension of Services due to Client breach of contract, non-payment, or violation of Scaleway’s Terms of Service;
• Failure to cooperate in good faith during resolution efforts.

Applicable from December 3rd, 2025
Last modified: 03/12/2025