Service Level Objectives for Oracle PaaS and IaaS Public Cloud Services
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This document sets forth service level objectives ("Service Level Objectives") which Oracle works to meet for the Oracle PaaS and IaaS Public Cloud Services set forth below. The Service Level Objectives are engineering objectives as to the expected monthly Service Level (as defined below) of the applicable Oracle PaaS or IaaS Public Cloud Service. Oracle offers no financial compensation (e.g., credits, refunds or otherwise) in the event a Service Level Objective is missed. Capitalized terms used but not otherwise defined in this document will have the meaning attributed to them in Your Cloud Services order for the applicable Oracle PaaS or IaaS Public Cloud Service (Your “Cloud Services Order”).

The following terms apply to the Service Level Objective of a Cloud Service under this document unless a description of a Cloud Service in the below Category Specific Terms (as defined below) contains terms to the contrary, in which case the Category Specific Terms will apply:

“Common Exclusion” has the meaning found in the Oracle PaaS and IaaS Public Cloud Services Pillar Document to the Oracle Cloud Hosting and Delivery Policies (“Oracle PaaS and IaaS Public Cloud Services Pillar Document”).

“Service Level” refers to the service level applicable to an Oracle PaaS or IaaS Public Cloud Service which is measured by Oracle following the end of each calendar month during the Services Period of such Cloud Service (as such period is defined in Your Cloud Services Order for such Cloud Service), by subtracting from 100% the percentage of minutes during the measured calendar month in which such Cloud Service was Unavailable (as defined below in the relevant Cloud Service’s Category Specific Terms, as applicable).

The table below indicates (i) the Service Level Objective that Oracle works to meet for the specified Oracle PaaS or IaaS Public Cloud Service during a calendar month, commencing as of Oracle’s activation of such Cloud Service, as well as (ii) if any category specific terms apply to the measurement of such Cloud Service’s Service Level Objective (“Category Specific Terms”):

Oracle PaaS and IaaS Public Cloud Service	Service Level Objective	Category Specific Terms which apply to the Cloud Service (See details below this table.)
License Manager	99.5%	2
MySQL HeatWave on AWS	99.99%	7
Oracle Access Governance	99.95%	7
Oracle Analytics Cloud	99.95%	7
Oracle Analytics Cloud - Classic	99.95%	3
Oracle API Manager Cloud Service	99.95%	1
Oracle API Platform Cloud Service - Classic	99.95%	1
Oracle Apiary Cloud Service	99.95%	1
Oracle Application Builder Cloud Service	99.95%	3
Oracle Application Container Cloud Service	99.95%	1
Oracle Application Performance Monitoring Cloud Service	99.95%	3
Oracle Autonomous Database	99.995%	7
Oracle Autonomous Database on Exadata Cloud@Customer	99.95%	3
Oracle Database Autonomous Recovery Service	99.9%	7
Oracle Big Data Cloud Service - Starter Pack - 3 Nodes	99.95%	4
Oracle Big Data Discovery Cloud Service	99.95%	3
Oracle Big Data Preparation Cloud Service	99.95%	3
Oracle Big Data Service	99.95%	7
Oracle Big Data SQL Cloud Service	99.95%	4
Oracle Business Intelligence Cloud Service	99.95%	3
Oracle CASB Cloud Service	99.95%	3
Oracle Cloud Guard	99.9%	9
Oracle Cloud Infrastructure - AI Services - Language	99.95%	7
Oracle Cloud Infrastructure - Anomaly Detection	99.95%	7
Oracle Cloud Infrastructure - API Gateway	99.99%	7
Oracle Cloud Infrastructure - API Platform Cloud Service	99.95%	7
Oracle Cloud Infrastructure - Application Performance Monitoring Service	99.95%	7
Oracle Cloud Infrastructure - Bastion	99.9%	1
Oracle Cloud Infrastructure - Big Data - Compute Edition	99.9%	7
Oracle Cloud Infrastructure - Block Volume	99.99%	7
Oracle Cloud Infrastructure - Blockchain Platform Cloud for Enterprise SKUs	99.95%	7
Oracle Cloud Infrastructure - Blockchain Platform Cloud for Standard and Storage SKUs	99.5%	7
Oracle Cloud Infrastructure - Cache with Redis	99.95%	7
Oracle Cloud Infrastructure - Capacity Reservations	99.9%	1
Oracle Cloud Infrastructure - Certificates	99.9%	9
Oracle Cloud Infrastructure - Cloud Shell	99.9%	2
Oracle Cloud Infrastructure - Compute - Classic	99.95%	5
Oracle Cloud Infrastructure - Compute for Regions with one Availability Domain	99.95%	7
Oracle Cloud Infrastructure - Compute for Regions with several Availability Domains	99.99%	7
Oracle Cloud Infrastructure - Compute for Single instance	99.9%	7
Oracle Compute Cloud@Customer	99.95%	5
Oracle Cloud Infrastructure - Connector Hub	99.9%	9
Oracle Cloud Infrastructure - Console	99.95%	3
Oracle Container Engine for Kubernetes- Enhanced Cluster for Regions with more than one Availability Domain	99.95%	7
Oracle Container Engine for Kubernetes- Enhanced Cluster for Regions with one Availability Domain	99.9%	7
Oracle Container Engine for Kubernetes- Virtual Node for Regions with more than one Availability Domain	99.95%	7
Oracle Container Engine for Kubernetes - Virtual Node for Regions with one Availability Domain	99.9%	7
Oracle Cloud Infrastructure - Container Service - Classic	99.95%	5
Oracle Cloud Infrastructure - Custom Images	99.9%	1
Oracle Cloud Infrastructure - Data Catalog	99.9%	2
Oracle Cloud Infrastructure - Data Flow	99.9%	2
Oracle Cloud Infrastructure - Data Integration	99.95%	7
Oracle Cloud Infrastructure - Data Integrator Cloud Service	99.9%	7
Oracle Cloud Infrastructure - Data Labeling	99.9%	7
Oracle Cloud Infrastructure - Data Safe	99.9%	7
Oracle Cloud Infrastructure - Data Science	99.9%	2
Oracle Cloud Infrastructure - Database - Dense I/O	99.9%	7
Oracle Base Database Service	99.9%	7
Oracle Cloud Infrastructure - Database Exadata	99.95%	7
Oracle Cloud Infrastructure - Database Management	99.95%	7
Oracle Cloud Infrastructure - Database Migration	99.99%	7
Oracle Cloud Infrastructure - Dedicated Compute - Classic	99.95%	5
Oracle Cloud Infrastructure - Developer Tools	99.9%	2
Oracle Cloud Infrastructure - DevOps	99.9%	2
Oracle Cloud Infrastructure - Digital Media Services	99.95%	7
Oracle Cloud Infrastructure - DNS	99.99%	7
Oracle Cloud Infrastructure - Email Delivery	99.9%	7
Oracle Cloud Infrastructure - Exadata Cloud@Customer	99.95%	5
Oracle Cloud Infrastructure - FastConnect	99.9%	7
Oracle Cloud Infrastructure - File Storage	99.99%	7
Oracle Cloud Infrastructure - Full Stack Disaster Recovery	99.95%	10
Oracle Cloud Infrastructure - Functions	99.99%	7
Oracle Cloud Infrastructure - Gen 2 Exadata Cloud@Customer	99.95%	6
Oracle Cloud Infrastructure - GoldenGate	99.95%	7
Oracle Cloud Infrastructure - Health Checks	99.99%	7
Oracle Cloud Infrastructure - Identity and Access Management	99.95%	3
Oracle Cloud Infrastructure - Java Management Service	99.9%	10
Oracle Cloud Infrastructure - Key Management	99.99%	7
Oracle Cloud Infrastructure - Load Balancer	99.99%	7
Oracle Cloud Infrastructure - Load Balancer - Classic	99.95%	5
Oracle Cloud Infrastructure - Logging	99.9%	7
Oracle Cloud Infrastructure - Logging Analytics	99.95%	7
Oracle Cloud Infrastructure - Management Agent Cloud Service	99.9%	3
Oracle Cloud Infrastructure - Marketplace	99.95%	3
Oracle Cloud Infrastructure - Monitoring	99.9%	7
Oracle Cloud Infrastructure - MySQL Heatwave	99.995%	7
Oracle Cloud Infrastructure - Full Stack Disaster Recovery Cloud	99.99%	7
Oracle Cloud Infrastructure - Network Firewall	99.9%	7
Oracle Cloud Infrastructure - Network Load Balancer	99.99%	8
Oracle Cloud Infrastructure - Notifications	99.9%	7
Oracle Cloud Infrastructure - Object Storage	99.95%	7
Oracle Cloud Infrastructure - Object Storage - Classic	99.9%	2
Oracle Cloud Infrastructure - Operations Insights	99.95%	7
Oracle Cloud Infrastructure - Outbound Data Transfer	99.99%	7
Oracle Cloud Infrastructure - Process Automation	99.99%	7
Oracle Cloud Infrastructure - Ravello Service	99.95%	5
Oracle Cloud Infrastructure - Registry	99.9%	2
Oracle Cloud Infrastructure - Resource Manager	99.9%	2
Oracle Cloud Infrastructure - Service Mesh	99.95%	9
Oracle Cloud Infrastructure - Speech	99.95%	7
Oracle Cloud Infrastructure - Streaming	99.9%	7
Oracle Cloud Infrastructure - Vault - Secrets	99.95%	1
Oracle Cloud Infrastructure - Vision	99.95%	7
Oracle Cloud Infrastructure - Site-to-Site VPN	99.95%	1
Oracle Cloud Infrastructure - Vulnerability Scanning	99.95%	10
Oracle Cloud Infrastructure - Web Application Firewall	99.99%	7
Oracle Cloud Infrastructure - WebLogic	99.9%	7
Oracle Cloud Infrastructure - Secure Desktops	99.95%	7
Oracle Cloud Infrastructure Container Instances	99.9%	1
Oracle Cloud Infrastructure Document Understanding	99.95%	7
Oracle Cloud Infrastructure Queue	99.9%	7
Oracle Cloud Infrastructure Search Service with OpenSearch	99.99%	7
Oracle Cloud Infrastructure Security Zones	99.99%	9
Oracle Cloud Migrations	99.9%	2
Oracle Cloud VMware Solution - availability domain redundant	99.99%	7
Oracle Cloud VMware Solution - fault domain redundant	99.95%	7
Oracle Cloud@Customer	99.95%	5
Oracle Content and Experience Cloud Service - Classic	99.95%	3
Oracle Content Management	99.95%	7
Oracle Data Integration Platform Cloud Service	99.95%	3
Oracle Data Integration Platform Cloud Service - Classic	99.95%	1
Oracle Data Visualization Cloud Service	99.95%	3
Oracle Database Autonomous Recovery Service	99.9%	7
Oracle Database Backup Cloud	99.9%	7
Oracle Database Cloud Service - Multitenant Edition	99.95%	3
Oracle Database Exadata Express Cloud Service	99.95%	3
Oracle Database Service for Azure	99.9%	1
Oracle Database Tools	99.9%	3
Oracle Digital Assistant for Development Shape	99.9%	7
Oracle Digital Assistant for Production Shape	99.95%	7
Oracle Documents Cloud Service	99.95%	3
Oracle Event Hub Cloud Service	99.95%	1
Oracle GoldenGate Cloud Service	99.95%	1
Oracle Identity Cloud Service	99.95%	3
Oracle Integration Cloud Service	99.9%	7
Oracle Integration Cloud Service - Classic	99.95%	1
Oracle Integration Cloud Service - Classic - Enterprise	99.95%	3
Oracle Integration Cloud Service - Classic - Standard	99.95%	3
Oracle Internet of Things Asset Monitoring Cloud Service	99.95%	3
Oracle Internet of Things Cloud Service	99.95%	3
Oracle Internet of Things Cloud Service - Enterprise	99.95%	3
Oracle Internet of Things Production Monitoring Cloud Service	99.95%	3
Oracle IT Analytics Cloud Service	99.95%	3
Oracle Java Cloud Service	99.9%	7
Oracle Java Cloud Service - SaaS Extension	99.95%	3
Oracle Log Analytics Cloud Service	99.95%	3
Oracle Managed File Transfer Cloud Service	99.95%	1
Oracle Management Cloud	99.95%	3
Oracle Messaging Cloud Service	99.95%	3
Oracle Mobile Cloud Enterprise – Classic	99.95%	3
Oracle Mobile Cloud Service – Classic	99.95%	3
Oracle Mobile Hub Cloud Service	99.95%	7
Oracle NoSQL Database Cloud Service	99.995%	7
Oracle Process Cloud Service	99.95%	3
Oracle Self Service Integration Cloud	99.95%	1
Oracle Sites Cloud Service	99.95%	3
Oracle SOA Suite Cloud Service	99.9%	7
Oracle Threat Intelligence Service	99.99%	9
Oracle Tuxedo for Oracle Cloud Infrastructure	99.9%	7
Oracle Visual Builder	99.9%	7
Oracle Visual Builder Cloud Service - Classic	99.95%	1
Oracle WebCenter Portal Cloud Service	99.95%	1
Oracle ZFS Storage – High Availability	99.99%	7
OS Management	99.95%	1
OS Management Hub	99.95%	1
Web Application Acceleration	99.99%	10

The following Category Specific Terms apply for purposes of calculating the Service Level of the above Oracle PaaS and IaaS Public Cloud Services:

Category 1

“Unavailable” for Cloud Services in this category means any time during which a problem with the applicable Cloud Service prevents external connectivity to any of Your instances of such Cloud Service. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 2

“Service Level” for Cloud Services in this category is calculated by (i) subtracting from 100 the sum of the Error Rate (as defined below) of each hour of that month (the “Error Rate Sum”), (ii) dividing the Error Rate Sum by the total number of hours in that month, and (iii) multiplying the result by 100 to determine a percent figure.

“Error Rate” is the total number of Failed Service REST API Calls (as defined below) in a one-hour time interval in the measured month of the Services Period of the applicable Cloud Service divided by the total number of Service REST API Calls (as defined below) during that one-hour time interval. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

“Service REST API Call” is any HTTP Request that fulfills the applicable Cloud Service’s REST API specification.

“Failed Service REST API Call” is any Cloud Service REST API Call processed by Your User that results in a 5xx (Server Error) class of status code.

Category 3

“Unavailable” for Cloud Services in this category means any time during which a problem with the applicable Cloud Service prevents external connectivity for all Your instances of such Cloud Service. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 4

“Unavailable” for Cloud Services in this category means any time during which a problem with the applicable Cloud Service prevents external connectivity for all Your nodes for such Cloud Service. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 5

“Unavailable” for Cloud Services in this category means any time during which a problem with the applicable Cloud Service prevents: (i) external connectivity for all Your instances of such Cloud Service, and (ii) access to Your attached block storage volumes for such Cloud Service. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 6

“Unavailable” for Cloud Services in this category means any time when a problem with the applicable Cloud@Customer Service prevents it from running at least one guest VM instance for any multi-node VM Cluster hosted by such Cloud Service. This excludes circumstances resulting directly or indirectly from any Common Exclusion. In addition, Unavailable for Cloud Services in this category does not include any unavailability arising from (i) You or Your Users denying, disabling or delaying Oracle’s access to the applicable Cloud@Customer Service; (ii) Your equipment, software or other technology and/or third-party equipment, software or other technology (other than third party equipment within Oracle's direct control); and (iii) Your or Your Users mis-configuring database or Cloud Service parameters of the applicable Cloud@Customer Service.

Category 7

Cloud Services in this category also are subject to Service Level Agreements, as described in the Oracle PaaS and IaaS Public Cloud Services Pillar Document.

For purposes of the Service Level Objective applicable to a Cloud Service in this category, the “Service Level” for such Cloud Service will be equal to its Monthly Uptime Percentage for the relevant measured month as determined for such Cloud Service (i) pursuant to the terms of its Availability Service Level Agreement section in the Oracle PaaS and IaaS Public Cloud Services Pillar Document, or (ii) if such Cloud Service does not have an Availability Service Level Agreement, then pursuant to the terms of its Manageability Service Level Agreement section in the Oracle PaaS and IaaS Public Cloud Services Pillar Document.

Category 8

“Unavailable” for Cloud Services in this category means any time when the applicable Cloud Service has at least one working backend server, and all attempts to connect to such Cloud Service are unsuccessful. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 9

“Service Level” for services in this category is calculated by subtracting from 100% the average of the API Error Rate (as defined below) for each five-minute period during the applicable calendar month.

“API Error Rate” means, the percentage value corresponding to: (i) the total number of internal server errors returned by the applicable Cloud Service with an error status of “5xx” in a five-minute period during a calendar month divided by (ii) the total number of API requests to the applicable Cloud Service in such five-minute period. This excludes circumstances resulting directly or indirectly from any Common Exclusion.

Category 10

“Unavailable” for Cloud Services in this category means any time when all the valid invocations of an endpoint of the applicable Cloud Service do not successfully respond to console UI displays or API calls. This excludes circumstances resulting directly or indirectly from any Common Exclusion.