vRack Service Level Agreement
Effective: May 28, 2026
This vRack Service Level Agreement (this "SLA") applies to the extent Customer purchases a subscription to vRack (">Service") from OVHcloud. In the event of a conflict between this SLA and the Terms of Service (the "Terms of Service"), this SLA applies, but only to the extent of such conflict. Capitalized terms not defined in this SLA shall have the meanings set forth in the Terms of Service.
“vRack” is an individual or a set of virtual local area networks (“VLANs”) established on OVHcloud's global internal network provided to the Client by it, allowing the Client to connect its various Compatible vRack Service(s) (as defined below) together, so that they are logically isolated from the Compatible vRack Service(s) of other Customers.
“Compatible vRack Service(s)” is any OVHcloud service offering found on the OVHcloud website that can be connected to vRack.
Service Availability Commitment
OVHcloud will use commercially reasonable efforts to ensure that the Service is "Available" during a given calendar month equal to the "Monthly Availability Commitment" for such Service as set forth in the table below. In the event the Service does not meet the Monthly Availability Commitment, the Customer will be eligible to receive a Service Credit as described below ("Service Credit").
| Class of Service | Monthly Availability Commitment | Service Credits
| ||||
| vRack | 99.95% |
|
The SLAs described above apply exclusively to the availability of vRack and are independent and complementary to the SLAs of the Compatible vRack Service(s).
However, in the event of simultaneous non-compliance with both the vRack SLA set forth above and the respective Compatible vRack Service(s) SLA, the Service Credits associated with the vRack SLA cannot be combined with the Service Credits associated with the Compatible vRack Service(s) SLA. In this case, the Service Credits of the SLA more favorable to the Customer will be applied.
Calculation of Availability
The Service will be considered “Unavailable” or in a state of “Unavailability” if the Customer’s Compatible vRack Service(s) attached to the vRack are not accessible from the vRack due to a failure or malfunction of the vRack itself. Failures and malfunctions of the vRack that do not prevent access to the Compatible vRack Services attached to it are not considered as vRack Unavailability.
Unavailability shall be deemed to commence once a Customer creates a corresponding Support case with OVHcloud US Support (ticket, email, chat, phone).
"vRack Monthly Availability Commitment" is the total number of minutes in the month in question, minus the number of minutes of vRack Unavailability in the month in question, divided by the total number of minutes in the month in question. To calculate credits, periods of vRack Unavailability are calculated when the incident is reported to OVHcloud through the opening of a ticket via the Control Panel or contact with Support, until the outage is resolved and confirmation of the resolution is communicated by OVHcloud. The vRack monthly availability commitment is calculated according to the following formula: [(Maximum Available Minutes - vRack Downtime) / Maximum Available Minutes] * 100.
Service Credits
Service Credits are calculated as a percentage of the total Fees paid by the Customer (excluding one-time payments) for Customer’s Compatible vRack Services for the calendar month in which the Unavailability occurred in accordance with the schedule above.
How to Request a Service Credit - To request a Service Credit, a Customer must file a support request within sixty (60) calendar days of the suspected incident via the OVHcloud Control Panel.
Payment of Service Credits - If the Monthly Availability Commitment associated with Customer's request for a Service Credit is confirmed by OVHcloud and is less than the commitments described above, OVHcloud will issue the Service Credit to Customer within forty-five (45) calendar days in which the request is confirmed by OVHcloud. Service Credits will be issued to the person or entity that OVHcloud invoices for the Service, as a separate credit memo that can be applied towards a future invoice for OVHcloud Services. Service Credits expire on the earlier to occur of: (i) the expiration or termination of Customer’s Account, or (ii) twelve (12) months from the date the Service Credit is issued by OVHcloud to Customer.
OVHcloud Tools and Records - OVHcloud's monitoring tools, data, and records will be the sole source of information used to track and validate Unavailability.
Sole and Exclusive Remedy - The Service Credits are Customer's sole and exclusive remedy for any incident occurring during the Service Term for the Service or for any other claim in connection with this SLA. In no event will the amount of Service Credits issued for all incidents within a given month exceed 100% of the monthly invoiced amount for the Service.
Service Credit Exclusions
- Time Based Calculations Exclusions. The following will be excluded from any time-based calculations related to Service being Unavailable:
- scheduled, recurring, or zero-impact maintenance windows;
- Unavailability due to Customer's misuse of the Service;
- Unavailability that results from the Customer’s facilities, equipment, software, or other technology and/or third-party facilities, equipment, services, software, or other technology (other than third-party equipment within OVHcloud's direct control);
- Unavailability arising from the Customer’s use of an outdated release of the Service or third-party software, or any failure to install a material Update to either of the foregoing;
- Unavailability caused by third-party service or facility providers, including any telecom, internet, or other related service or facility provider, or packet loss, network, or Internet problems beyond OVHcloud’s border router supporting OVHcloud’s public internet connectivity;
- Denial of service attacks, virus or hacking attacks, or bugs in code, hardware, or services for which there is no commercially reasonable, known solution (even if there is a known workaround); and
- Force majeure events or any other event that is not within OVHcloud's direct control or that could not have been avoided with commercially reasonable care.
- General Exclusions. Customer will not be eligible to receive a Service Credit if: (i) Customer's Account has any payments for the Service that are delinquent, (ii) Customer is in violation of the Terms of Service during the time of the incident, or (iii) the incident was due to Customer's failure to meet Customer's security responsibilities as set forth in the Terms of Service.