VeloDB Cloud Service Level Agreement

Effective Date: December 6, 2023

Last Updated: June 15, 2026

This VeloDB Cloud Service Level Agreement (the "SLA") describes the availability commitment for eligible VeloDB Cloud production clusters and the service credit remedy available if VeloDB does not meet that commitment. BYOC Services are covered by this SLA only when the applicable Order Form, checkout flow, marketplace order, service plan, or other accepted ordering record expressly references this SLA or identifies the applicable BYOC Services as eligible for this SLA.

This SLA supplements the applicable VeloDB General Terms and Conditions, VeloDB Cloud Addendum, BYOC Addendum where applicable, and other documents incorporated into the Agreement. An Order Form, online checkout, marketplace order, service plan, or other accepted ordering record identifies the ordered production Services, subscription term, fees, support tier, regions, deployment model, and any customer-specific exceptions. Capitalized terms not defined in this SLA have the meanings given in the Agreement.

For purposes of this SLA, "VeloDB" means the VeloDB contracting entity identified in the applicable Order Form, or if no entity is identified, VELODB TECHNOLOGY INTERNATIONAL PTE. LTD. and its U.S. subsidiary VELODB INC., as applicable.

1. Scope

This SLA applies to eligible paid production VeloDB Cloud clusters that Customer has ordered under the Agreement, unless the applicable Order Form, checkout flow, marketplace order, service plan, or other accepted ordering record states otherwise.

This SLA applies to bring-your-own-cloud, customer-managed cloud, or similar deployment model services ("BYOC") only when the applicable Order Form, checkout flow, marketplace order, service plan, or other accepted ordering record expressly references this SLA or identifies the applicable BYOC Services as eligible for this SLA. Public BYOC documentation and availability targets are operational guidance for shared-responsibility planning and do not create a Service Availability commitment, Service Credit remedy, recovery time objective, recovery point objective, multi-availability-zone commitment, or disaster-recovery commitment unless expressly incorporated into the Agreement or applicable ordering record.

This SLA does not apply to trials, free services, evaluation environments, preview features, beta features, testing clusters, proof-of-concept clusters, non-production clusters, or any service not purchased or activated as a paid production Service, unless VeloDB expressly states otherwise in writing.

For BYOC Services expressly covered by this SLA, this SLA applies only to VeloDB-controlled service components, VeloDB-managed service operations, and other causes within VeloDB's reasonable control. Public BYOC materials describe a shared-responsibility model in which Customer owns the cloud account, VPC/VNet, provisioned resources, identity and key material, network exposure, customer-selected availability topology, and infrastructure-layer logging, while VeloDB operates VeloDB-controlled service components used to provision and run warehouse resources. This SLA does not apply to unavailability caused by the Customer Cloud Environment, Customer's cloud provider, Customer-controlled configurations, Customer-managed keys, Customer networks, Customer applications, Customer data pipelines, Customer-selected capacity or availability topology, Customer's failure to maintain required permissions or resources, Customer-side infrastructure logs or alerts, or other causes outside VeloDB's reasonable control.

2. Definitions

2.1 Service Cycle

A "Service Cycle" is a calendar month. If Customer uses an eligible cluster for less than one calendar month, the Service Cycle for that cluster is the accumulated time during which the cluster is active in that month.

2.2 Service Cycle Minutes

"Service Cycle Minutes" means the total number of minutes in the applicable Service Cycle for the eligible cluster.

2.3 Service Downtime

"Service Downtime" means a five-minute interval during which, due to causes within VeloDB's reasonable control, all of Customer's attempts to connect to or send requests to the eligible cluster fail.

Service Downtime does not include any unavailability, delay, degradation, error, support response time, or other event excluded under Section 5.

2.4 Service Downtime Minutes

"Service Downtime Minutes" means the total minutes of Service Downtime for the eligible cluster during the applicable Service Cycle.

2.5 Monthly Service Fee

"Monthly Service Fee" means the fees paid by Customer to VeloDB for the affected eligible cluster for the applicable Service Cycle, excluding taxes, marketplace or reseller charges not retained by VeloDB, third-party cloud provider fees, professional services fees, support fees, credits, coupons, vouchers, discounts, and any other amounts not paid for the affected eligible cluster.

For prepaid or upfront fees covering more than one month, the Monthly Service Fee is calculated by allocating the prepaid amount evenly over the months covered by the prepaid term, unless the applicable Order Form states otherwise.

2.6 Service Credit

"Service Credit" means a credit or voucher that may be applied only to future eligible VeloDB Cloud service fees or, for BYOC Services expressly covered by this SLA, future eligible BYOC service fees. Service Credits are not refunds, are not redeemable for cash, are not transferable, and expire if Customer's applicable account or Order Form terminates unless the applicable Order Form states otherwise.

3. Service Availability

3.1 Calculation

Service Availability for an eligible cluster is calculated for each Service Cycle as follows:

Service Availability =
(Service Cycle Minutes - Service Downtime Minutes) / Service Cycle Minutes x 100%

3.2 Commitment

VeloDB will use commercially reasonable efforts to make each eligible cluster available with Service Availability of at least 99.9% during each Service Cycle.

If VeloDB does not meet this commitment for an eligible cluster, Customer may request a Service Credit under Section 4.

This Service Availability commitment does not create any separate recovery time objective, recovery point objective, backup-frequency commitment, restore-time commitment, multi-availability-zone commitment, disaster-recovery commitment, support response-time commitment, or security incident notice commitment.

4. Service Credits

4.1 Credit Amounts

If Service Availability for an eligible cluster during a Service Cycle falls below 99.9%, Customer may be eligible for the following Service Credit:

Service Availability for the Service Cycle	Service Credit
Less than 99.9% but equal to or greater than 99.0%	10% of the Monthly Service Fee
Less than 99.0% but equal to or greater than 95.0%	25% of the Monthly Service Fee
Less than 95.0%	50% of the Monthly Service Fee

Service Credits for a Service Cycle will not exceed 50% of the applicable Monthly Service Fee for the affected eligible cluster.

4.2 Credit Request Process

Customer may request a Service Credit after the fifth business day of the month immediately following the applicable Service Cycle.

Customer must submit the request no later than two calendar months after the end of the applicable Service Cycle.

Requests must be submitted through the VeloDB ticketing system, a VeloDB-designated support portal, or support@velodb.io, unless the applicable Order Form states another process.

Customer's request should include the account name, cluster identifier, applicable Service Cycle, approximate dates and times of the claimed unavailability, impact description, and any logs or other information reasonably available to Customer.

VeloDB may validate claimed unavailability using VeloDB service records, monitoring data, support records, and information provided by Customer. VeloDB's service records, monitoring data, and system logs will be the primary basis for determining Service Availability and Service Downtime, and will be presumed accurate absent clear and convincing evidence to the contrary provided by Customer. VeloDB will apply approved Service Credits to future eligible VeloDB Cloud service fees or, for BYOC Services expressly covered by this SLA, future eligible BYOC service fees through the billing method available for Customer's account, marketplace order, reseller order, or Order Form.

4.3 Exclusive Remedy

Service Credits are Customer's sole and exclusive remedy for VeloDB's failure to meet the Service Availability commitment under this SLA, unless the applicable Order Form expressly states otherwise.

5. SLA Exclusions

Unavailability, delay, degradation, interruption, or failure will not count as Service Downtime and will not be eligible for Service Credits to the extent caused by:

1. Scheduled maintenance for which VeloDB provides prior notice.
2. Emergency maintenance or changes reasonably necessary to address security, legal, operational, or service-integrity risks.
3. Customer's stopping, starting, restarting, suspending, deleting, scaling, modifying, or configuring a cluster or related resources.
4. Customer's applications, workloads, queries, data pipelines, integrations, identities, credentials, permissions, keys, network paths, endpoints, firewalls, DNS, or other Customer-controlled systems or configurations.
5. Customer's selected capacity, insufficient resources, workload design, usage patterns, or failure to maintain configurations required by the Documentation or Order Form.
6. Customer's cloud provider, marketplace, reseller, internet service provider, third-party service, third-party integration, data source, data sink, identity provider, monitoring tool, customer-side cloud logs or alerts, customer-managed KMS keys, customer-managed private endpoints, or other third-party or customer-controlled system not controlled by VeloDB.
7. Customer's unauthorized use, misuse, negligence, breach of the Agreement, breach of the Acceptable Use Policy, or use outside the Documentation.
8. Cyber attacks, malicious activity, denial-of-service events, or security events affecting Customer's applications, Customer Data, Customer-controlled systems, credentials, or networks.
9. Support delays or investigation delays caused by Customer's failure to provide information, access, approvals, logs, diagnostic materials, or cooperation reasonably required to investigate or resolve an issue.
10. Trials, free services, evaluation environments, preview features, beta features, testing clusters, proof-of-concept clusters, non-production clusters, or other excluded services described in Section 1.
11. Suspension, limitation, or termination of Services permitted under the Agreement, applicable Order Form, or applicable law.
12. Force majeure events or other circumstances beyond VeloDB's reasonable control.
13. Any other circumstance for which VeloDB is exempted from liability under the Agreement, applicable Order Form, applicable law, or VeloDB policies incorporated into the Agreement.

6. Updates

VeloDB may update this SLA from time to time by website posting, email, account notice, support portal notice, or another reasonable mechanism. VeloDB will provide at least thirty days' prior notice for material changes to this SLA unless the change is required by law or is not adverse to Customer.

During an active Order Form term, VeloDB will not materially diminish the Service Availability commitment for the applicable ordered Services unless required by law or agreed by Customer.

Customer's continued use of the Services after the effective date of an updated SLA constitutes acceptance of the updated SLA. If Customer does not agree to an updated SLA, Customer may stop using the affected Services as permitted by the Agreement and applicable Order Form.

7. Relationship to Other Terms

This SLA addresses availability commitments and Service Credits only. It does not modify the Data Processing Addendum, Security Addendum, Subprocessor List, Support Services Policy, Acceptable Use Policy, BYOC Addendum, public Documentation, or any customer-specific Order Form terms.

If this SLA conflicts with an Order Form regarding customer-specific service-level commitments or remedies, the Order Form controls for that subject matter.

If this SLA conflicts with the Data Processing Addendum regarding Processing of Customer Personal Data, the Data Processing Addendum controls for that subject matter.

If this SLA conflicts with the Security Addendum regarding security controls, the Security Addendum controls for that subject matter.

Support channels, severity levels, response practices, diagnostic handling, remote access, and support exclusions are described in the applicable Order Form and Support Services Policy. Support response commitments, if any, are separate from the Service Availability commitment in this SLA.

8. Related Documentation

The SLA should be read together with the Agreement, Cloud Addendum, BYOC Addendum where applicable, Support Policy, DPA, Security Addendum, Subprocessor List and VeloDB Documentation. Public BYOC, security, audit logging, encryption, subprocessor and offboarding documentation may help explain operational responsibilities, shared-responsibility boundaries, and evidence sources, but those materials do not expand the Service Availability commitment or Service Credit remedy unless expressly incorporated into the Agreement or an applicable ordering record.