{"id":3624,"date":"2021-12-16T06:01:49","date_gmt":"2021-12-16T06:01:49","guid":{"rendered":"https:\/\/en.pingcap.com\/?page_id=3624"},"modified":"2025-12-09T03:08:06","modified_gmt":"2025-12-09T11:08:06","slug":"service-level-agreement-for-tidb-cloud-services","status":"publish","type":"page","link":"https:\/\/www.pingcap.com\/ko\/legal\/service-level-agreement-for-tidb-cloud-services\/","title":{"rendered":"Service Level Agreement for TiDB Cloud Services"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":30,"featured_media":0,"parent":3574,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"ub_ctt_via":""},"class_list":["post-3624","page","type-page","status-publish","hentry"],"acf":[],"featured_image_src":null,"yoast_head":"\nService Level Agreement for TiDB Cloud Services | TiDB<\/title>\n<meta name=\"description\" content=\"Review our Service Level Agreement (SLA) for TiDB Cloud Services to ensure 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updated on Nov 10, 2025<\/strong><\/p>\n<p>To see previous versions, click <a href=\"\/legal\/service-level-agreement-for-tidb-cloud-services\/archive\/\">here<\/a>.<\/p>\n<p>This Service Level Agreement for TiDB Cloud Services (\u201cSLA\u201d) forms an integral part of the TiDB Cloud Services Agreement (\u201cCSA\u201d) and applies only to TiDB Cloud Services production clusters, excluding any feature(s) in the beta version. All capitalized terms not defined in this SLA shall have the meaning set forth in the CSA. This SLA will be effective during the Term of the CSA entered into by and between Customer and PingCAP on or after August 18, 2025.<\/p>\n<h2><b>1. Definitions<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">1.1 “<\/span><b>Month<\/b><span style=\"font-weight: 400;\">” refers to the calendar month in a monthly billing cycle.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">1.2 “<\/span><b>Monthly Service Fee<\/b><span style=\"font-weight: 400;\">” means the total fee you paid for a particular TiDB Cloud cluster in the Month. For the upfront payment paid by you for a particular TiDB Cloud cluster, Monthly Service Fee is the payment divided by the number of months of such TiDB Cloud cluster covered by such payment.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">1.3 “<\/span><b>Monthly Uptime Percentage<\/b><span style=\"font-weight: 400;\">” is calculated per TiDB Cloud cluster on a monthly basis and is calculated as: (Total Minutes in Month \u2013 Downtime) \u00f7 Total Minutes in Month \u00d7 100%.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">1.4 “<\/span><b>Total Minutes in Month<\/b><span style=\"font-weight: 400;\">\u201d is the total number of minutes in the Month.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">1.5 “<\/span><b>Service Credit<\/b><span style=\"font-weight: 400;\">” is the percentage of the Monthly Service Fee to be credited to you if PingCAP approves your claim.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">1.6 “<\/span><b>Downtime<\/b><span style=\"font-weight: 400;\">” is the total number of minutes that a single TiDB cluster is unavailable in a Month. A minute is considered unavailable if all attempts from TiDB Cloud servers to establish a connection to the cluster fail within one (1) minute. If a TiDB cluster runs for only a portion of a Month, then it is considered to be 100% available during the time when it was not provisioned or running.<\/span><\/p>\n<h2><b>2. Service Commitment<\/b><\/h2>\n<p>PingCAP will use commercially reasonable efforts to make TiDB Cloud clusters within a region of a cloud provider available with a monthly uptime percentage of at least 99.99% for TiDB Cloud Dedicated clusters and Essential clusters, and 99.9% for TiDB Cloud Starter clusters during any monthly billing cycle.<\/p>\n<h2><b>3. Service Credit<\/b><\/h2>\n<p>If PingCAP does not achieve and maintain the Monthly Uptime Percentages, then you may be eligible for a service credit as described below, depending on the service and the number of TiDB deployment clusters.<\/p>\n<table style=\"width: 99.8314%; height: 281px;\">\n<tbody>\n<tr style=\"height: 69px;\">\n<td style=\"width: 26.6891%; height: 10px;\"><strong> Service<\/strong><b><br \/>\n<\/b><\/td>\n<td style=\"width: 56.2501%; height: 10px;\"><b>Monthly Uptime Percentage<\/b><\/td>\n<td style=\"width: 16.8919%; height: 10px;\"><b>Service Credit<\/b><\/td>\n<\/tr>\n<tr style=\"height: 10px;\">\n<td style=\"width: 26.6891%; height: 38px;\" rowspan=\"3\"><span style=\"font-weight: 400;\"> TiDB Cloud Dedicated (multiple TiDB nodes deployment)<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/td>\n<td style=\"width: 56.2501%; height: 10px;\"><span style=\"font-weight: 400;\">Less than 99.99% but equal to or greater than 99%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 10px;\"><span style=\"font-weight: 400;\">10%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 10px;\">\n<td style=\"width: 56.2501%; height: 10px;\"><span style=\"font-weight: 400;\">Less than 99% but equal to or greater than 95%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 10px;\"><span style=\"font-weight: 400;\">25%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 45px;\">\n<td style=\"width: 56.2501%; height: 18px;\"><span style=\"font-weight: 400;\">Less than 95%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 18px;\"><span style=\"font-weight: 400;\">100%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 17px;\">\n<td style=\"width: 26.6891%; height: 72px;\" rowspan=\"3\"><span style=\"font-weight: 400;\"> TiDB Cloud Dedicated (single TiDB node deployment)<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/td>\n<td style=\"width: 56.2501%; height: 17px;\"><span style=\"font-weight: 400;\"> Less than 99.9% but equal to or greater than 99%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 17px;\"><span style=\"font-weight: 400;\"> 10%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 10px;\">\n<td style=\"width: 56.2501%; height: 10px;\"><span style=\"font-weight: 400;\"> Less than 99% but equal to or greater than 95%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 10px;\"><span style=\"font-weight: 400;\"> 25%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 45px;\">\n<td style=\"width: 56.2501%; height: 45px;\"><span style=\"font-weight: 400;\"> Less than 95%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 45px;\"><span style=\"font-weight: 400;\"> 100%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 48px;\">\n<td style=\"width: 26.6891%; height: 96px; vertical-align: middle;\" rowspan=\"3\">TiDB Cloud Essential<span style=\"font-weight: 400;\"><br \/>\n<\/span><\/td>\n<td style=\"width: 56.2501%; height: 48px;\"><span style=\"font-weight: 400;\"> Less than 99.99% but equal to or greater than 99%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 48px;\"><span style=\"font-weight: 400;\"> 10%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 24px;\">\n<td style=\"width: 56.2501%; height: 24px;\"><span style=\"font-weight: 400;\"> Less than 99% but equal to or greater than 95%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 24px;\"><span style=\"font-weight: 400;\"> 25%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 24px;\">\n<td style=\"width: 56.2501%; height: 24px;\"><span style=\"font-weight: 400;\"> Less than 95%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 24px;\"><span style=\"font-weight: 400;\"> 100%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 10px;\">\n<td style=\"width: 26.6891%; height: 65px;\" rowspan=\"3\"><span style=\"font-weight: 400;\"> TiDB Cloud Starter<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/td>\n<td style=\"width: 56.2501%; height: 10px;\"><span style=\"font-weight: 400;\"> Less than 99.9% but equal to or greater than 99%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 10px;\"><span style=\"font-weight: 400;\"> 10%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 10px;\">\n<td style=\"width: 56.2501%; height: 10px;\"><span style=\"font-weight: 400;\"> Less than 99% but equal to or greater than 95%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 10px;\"><span style=\"font-weight: 400;\"> 25%<\/span><\/td>\n<\/tr>\n<tr style=\"height: 45px;\">\n<td style=\"width: 56.2501%; height: 45px;\"><span style=\"font-weight: 400;\"> Less than 95%<\/span><\/td>\n<td style=\"width: 16.8919%; height: 45px;\"><span style=\"font-weight: 400;\"> 100%<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><b>4. Customer Obligations<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">To be eligible for a Service Credit:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">4.1 You must log a support ticket with PingCAP via TiDB Cloud web console within 24 hours of first becoming aware of an event that impacts service availability.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">4.2 You must submit your Credit Request pursuant to Section 5 hereunder and all required information under Section 5.1 by the end of the month immediately following the month in which the Downtime occurred. <\/span><span style=\"font-weight: 400;\">You must reasonably assist PingCAP in investigating the cause of the Downtime and processing your claim.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">4.4 You must comply with your applicable <\/span><a href=\"\/legal\/tidb-cloud-services-agreement\/\"><span style=\"font-weight: 400;\">TiDB Cloud Services Agreement<\/span><\/a><span style=\"font-weight: 400;\">, applicable <\/span><a href=\"https:\/\/docs.pingcap.com\/tidbcloud\/\"><span style=\"font-weight: 400;\">TiDB Cloud Documentation<\/span><\/a><span style=\"font-weight: 400;\"> and any advice from our support team.<\/span><\/p>\n<h2><b>5. Credit Request<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">5.1 When submitting a Credit Request through TiDB Cloud web console, the necessary information for the Credit Request must include:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">5.1.1 a detailed description of the events resulting in Downtime, including your request logs that document the errors and corroborate your claimed outage (with any confidential or sensitive information in the logs removed or replaced with asterisks);<\/span><\/p>\n<p><span style=\"font-weight: 400;\">5.1.2 information regarding the time and duration of the Downtime;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">5.1.3 the number and location(s) of affected users (if applicable); and<\/span><\/p>\n<p>5.1.4 descriptions of your attempts to resolve the downtime at the time of occurrence.<\/p>\n<p><span style=\"font-weight: 400;\">5.2 Upon PingCAP’s approval, PingCAP will issue the Service Credit to you within one (1) billing cycle following the month in which the request occurred. If the submission is overdue, or you fail to provide the necessary information, you will lose your eligibility for the Service Credits. Service Credits must not be transferred or used in any other account.<\/span><\/p>\n<h2><b>6. Limitations<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">6.1 Downtime does not include, and you will not be eligible for a Service Credit for, any performance or availability issue that results from:<\/span><\/p>\n<p><span style=\"font-weight: 400;\">6.1.1 Force majeure, such as natural disasters, wars, terrorist acts, riots, government actions, etc.;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">6.1.2 Network or equipment failure between your site and the TiDB Cloud;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">6.1.3 Scheduled maintenance, including but not limited to network, hardware, service or system upgrade, maintenance, etc., that PingCAP provides advance notice;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">6.1.4 Failure of services, hardware or software provided by a third party, such as the cloud platform services on which TiDB Cloud runs, including but not limited to their network, hardware, software failure and system maintenance;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">6.1.5 An attack on your application or the data thereof;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">6.1.6 Your failure to follow the basic operational guidelines set forth in the <\/span><a href=\"https:\/\/docs.pingcap.com\/tidbcloud\"><span style=\"font-weight: 400;\">TiDB Cloud Documentation<\/span><\/a><span style=\"font-weight: 400;\">, including without limitation (i) overloading a database instance so that such database instance is inoperable, (ii) creating an excessively large number of tables leading to significant increase of the recovery time and (iii) running out of budget specified by spending limit;<\/span><\/p>\n<p><span style=\"font-weight: 400;\">6.1.7 Loss or leakage of data or passwords caused by you;<\/span><span style=\"font-weight: 400;\">\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">6.1.8 Your failure to follow appropriate safety practices<\/span><\/p>\n<p><span style=\"font-weight: 400;\">6.1.9 Caused by your operation(s) or any operation(s) authorized by you; or<\/span><\/p>\n<p><span style=\"font-weight: 400;\">6.1.10 Any Downtime caused by any feature(s) in the beta version.<\/span><\/p>\n<h2><b>7. Modification to the SLA<\/b><\/h2>\n<p>PingCAP may modify this SLA at any time by posting a revised version on the Site or by otherwise notifying you in accordance with Section 15.5 of the CSA. If you disagree with PingCAP\u2019s changes to the SLA, you have the right to stop using the TiDB Cloud Services, and if you continue to use the TiDB Cloud Services, you are deemed to have accepted the modified SLA.<\/p>\n","accordion_column_title":"","accordion_sections":false,"video_image":false,"video_url":"","video_content":""}],"block_background":"block-bg-none","block_background_video_type":"url","block_background_video_url":"","block_background_video_file":false,"block_background_image":false,"block_background_overlay":false,"unique_id":"","block_option_custom_class":"","block_option_padding":[],"block_option_hide":[],"block_add_top_arc":false,"block_increase_bottom_padding":false}],"_links":{"self":[{"href":"https:\/\/www.pingcap.com\/ko\/wp-json\/wp\/v2\/pages\/3624","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.pingcap.com\/ko\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.pingcap.com\/ko\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.pingcap.com\/ko\/wp-json\/wp\/v2\/users\/30"}],"replies":[{"embeddable":true,"href":"https:\/\/www.pingcap.com\/ko\/wp-json\/wp\/v2\/comments?post=3624"}],"version-history":[{"count":38,"href":"https:\/\/www.pingcap.com\/ko\/wp-json\/wp\/v2\/pages\/3624\/revisions"}],"predecessor-version":[{"id":30926,"href":"https:\/\/www.pingcap.com\/ko\/wp-json\/wp\/v2\/pages\/3624\/revisions\/30926"}],"up":[{"embeddable":true,"href":"https:\/\/www.pingcap.com\/ko\/wp-json\/wp\/v2\/pages\/3574"}],"wp:attachment":[{"href":"https:\/\/www.pingcap.com\/ko\/wp-json\/wp\/v2\/media?parent=3624"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}