Service Level Agreement (“SLA”) Site-to-Site VPN
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
“Covered Service”: means the “Site-to-Site VPN” service provided by Scaleway.
“Resource”: means a Scaleway Site-to-Site VPN Gateway instance, attached to a Private Network in a Virtual Private Cloud (VPC).
“VPN Gateway”: means a Virtual Private Network Gateway on Scaleway’s side.
“Site-to-Site VPN”: means a VPN connecting two remote sites over the Internet using an encrypted connection.
“Customer Gateway device”: means a hardware and/or software solution which is used on the Client’s side to establish a VPN tunnel with the Scaleway Site-to-Site VPN Gateway.
“VPN tunnel”: means an encrypted connection over the Internet between a VPN Gateway and a Customer Gateway device.
“VPC Resource” or “VPC”: means a Virtual Private Cloud resource.
“Private Network”: means the connection of Scaleway resources in multiple Availability Zones (AZ) within the same region, so that they can communicate with each other in an isolated and secure Layer 2 network.
“Public Cloud Resource”: means a Scaleway resource that can be attached to a VPC’s Private Network and that can route network traffic through a Site-to-Site VPN connection, such as but not limited to:
- An Instance
- An Elastic Metal or Apple Silicon server
- A Kapsule cluster
- A Load Balancer
“Routing”: means VPC Routing service.
“ACL”: means VPC ACL (Access Control List) service.
“Multi-AZ redundant deployment”: means a setup where at least two (2) Site-to-Site VPN Resources, attached to the same Scaleway VPC and connected to the same Customer Gateway Device with VPN tunnels, are deployed in at least two (2) Availability Zones (AZ) of the same region.
“Unavailability Period”: means one (1) Public Cloud Resource attached to one (1) Private Network of a VPC, and routing its traffic through one or more Site-to-Site VPN Gateway(s) attached to this VPC, cannot communicate with a distant resource of the client at the other end of the VPN tunnel, and all attempts to communicate with this resource are unsuccessful during a continuous period of at least one (1) minute, under the condition that the Routing and ACL services (if enabled) applied to this VPC would enable the communication between these two (2) resources under normal conditions.
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 problems (misconfiguration, failure or connectivity problem) related to the Client’s Customer Gateway device;
“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 Site-to-Site VPN capabilities and functionalities that may involve temporary unavailability of the Site-to-Site VPN Service.
“Monthly Availability Rate” or “MAR”: means the availability rate of a Resource for a given calendar month, determined by the following formula:
It being specified that:
- Tt: Total number of minutes in the relevant month;
- Tpit: Number of minutes of unavailability recorded during every Unavailability Periods that occurred in the relevant month.
Service Level Objectives “SLO”
Scaleway undertakes to comply with the following Service Level Objectives, under the condition that the Client has provisioned at least two (2) Resources in a Multi-AZ redundant deployment:
| Covered Service | Monthly Availability Rate |
|---|---|
| Site-to-Site VPN | 99.95% |
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 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 Resources 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.