Service Level Agreement (“SLA”) Load Balancer

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

“Resource”: means a Load Balancer instance, configured to distribute network traffic among the Client’s backend resources (e.g., cloud instances or servers).
“Covered Service”: means the “Load Balancer” service provided by Scaleway (excluding the Load Balancer API).
“Unavailability Period”: means one or more Load Balancer Resources experience a loss of connectivity such that no network traffic can be transmitted through the Load Balancer to any of its configured backend resources, and all attempts to connect through the Load Balancer are unsuccessful during a continuous period of at least one (1) minute. Being specified that the following events shall in no circumstances be considered as an Unavailability Period:

• Any unavailability that occurs during a Maintenance Window;
• Any intermittent unavailability lasting less than a full minute;
• Any loss of connectivity through the Load Balancer that is related to factors outside of the Load Balancer service itself

“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. This includes any updates of the Load Balancer infrastructure or Resources that may involve temporary unavailability of these Resources.
“Monthly Availability Rate'' or “MAR'': means the availability rate of a Resource for a given calendar month, determined by the following formula. MAR is calculated as shown below:

In this formula,

• Tt is the total number of minutes in the relevant month;
• Tpit is the number of minutes of unavailability recorded during all Unavailability Periods that occurred in the relevant month.
• The result is expressed as a percentage representing the Resource’s availability for that month.
  

Service Level Objectives “SLO”

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

The SLO described above shall in no circumstances apply to any components under the 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. (In other words, this SLA covers only the availability of the Load Balancer service itself, not the availability or performance of Client’s own applications or resources.)

Compensation

In the event Scaleway does not comply with the SLO stated above 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 of the failure to meet the SLO within the specified time limit, and (iii) the Client shall cooperate in good faith with Scaleway to resolve the issue. In particular, such cooperation includes:

• remaining available to Scaleway during the period necessary to resolve the issue;
• providing all information reasonably available to the Client regarding the issue encountered;
• carrying out any reasonable verification or corrective actions requested by Scaleway to resolve the issue.
  

It is expressly agreed that the compensation granted by Scaleway under this SLA constitutes an all-inclusive remedy for all damages resulting from Scaleway’s failure to comply with the SLO, and the Client expressly waives its right to any other claim, complaint or legal action in such an event.

The compensation shall take the form of a credit voucher, which will be applied by Scaleway to the invoice issued for the Covered Service following the month in which the Client’s compensation request was validated. The amount of the compensation granted by Scaleway is determined according to the table below, and corresponds to a percentage of the monthly amount invoiced to the Client for the Resource(s) that did not meet the SLO during the applicable month. The Client acknowledges that this compensation cannot under any circumstances be reimbursed in cash.

Request for compensation

The Client’s request for compensation must be submitted via a support ticket no later than thirty (30) days following the end of the month during which the applicable Resource(s) did not comply with the SLO. If the Client fails to submit a claim within this 30-day period, the Client waives any right to claim compensation with respect to that month’s SLO breach.

In addition to the compensation request, the Client must provide Scaleway with relevant server log files or other evidence documenting the Unavailability Periods of the affected Resource(s), including the dates and times at which they occurred. Failure to provide the required documentation or to comply with the above procedure may result in the Client’s loss of entitlement to compensation under this SLA. In the event of a dispute regarding the occurrence or duration of an Unavailability Period, Scaleway will make a good faith determination based on its own system logs, monitoring data, configuration records, and the information provided by the Client.

Maximum compensation

The total amount of compensation granted by Scaleway to the Client under this SLA for any given calendar month shall under no circumstances exceed fifty percent (50%) of the monthly amount invoiced to the Client for all Resource(s) covered by this SLA that failed to comply with the SLO during that month.

Exclusions

No compensation shall be granted to the Client if Scaleway’s failure to meet the SLO is due to any of the following reasons or contributing factors:

• Force Majeure events; (i.e., events outside of Scaleway’s reasonable control, such as natural disasters, wars, widespread internet outages, etc.);
• Acts of a third party; (e.g., disruptions caused by someone other than Scaleway or its direct subcontractors);
• Client’s fault or wrongful acts;
• Failure of the Client to fulfill its contractual obligations;
• Unavailability of the Services due to a Maintenance Window; (i.e., scheduled maintenance downtime)
• Unavailability of the Load Balancer API (the interface used to create, list, update, or delete Load Balancer resources);
• Misuse or non-conforming use of the Services by the Client; this includes, but is not limited to: misconfiguration of the Load Balancer or other networking related to the Load Balancer’s operation, or any manual modification of the Load Balancer’s configuration by the Client that deviates from or attempts to override Scaleway’s managed configuration;
• Suspension of the Services pursuant to Scaleway’s General Terms of Service or specific conditions applicable (for example, a suspension for non-payment or breach of terms);
• Global public network outages or disruptions affecting the availability zone or region hosting the Load Balancer (for instance, major Internet backbone failures or regional network failures beyond Scaleway’s control);
• Failure of the Client to cooperate in good faith with Scaleway to restore the availability of the Resources (for example, not responding to Scaleway’s inquiries or not implementing recommended fixes during an outage);
• Services or functionalities offered by Scaleway that are in Beta or not yet in “General Availability” (GA) phase;
• Services or functionalities for which no SLO is explicitly described in this SLA (if a particular feature of the Load Balancer service is not covered by a stated SLO, then it is not subject to credits under this SLA).

Applicable from October 15th, 2025
Last modified: 15/10/2025