Confluent Cloud Service Level Agreement
This Confluent Cloud Service Level Agreement (“SLA”) describes the service availability commitment for
the applicable Confluent Cloud Service purchased by Customer pursuant to the applicable agreement for
the Cloud Service (“Agreement”) between the Confluent entity which entered into the Agreement(“Confluent”) and Customer. Unless otherwise provided herein, this SLA is subject to the terms of theAgreement and capitalized terms will have the meaning specified in the Agreement.
During Customer’s use of the Cloud Service, Confluent will use commercially reasonable efforts to makethe Cloud Service available within the applicable Service Level. If Confluent does not meet the Service Level,
Customer may be eligible to receive a Service Credit as described below. Confluent may update the SLA
from time to time; provided, however, updates to the SLA will apply only to Orders entered into after theeffective date of any update.

General Terms
Definitions●●●●“Downtime” is defined for the applicable Cloud Service function in the Service Specific Terms
below. Downtime does not include unavailability that results from any of the exclusions set forth
below or in the Service Specific Terms. Partial minutes of unavailability will not be counted asDowntime. Confluent’s monitoring system connects to the same endpoints that Customer uses.
“Monthly Uptime Percentage” is defined for each applicable Cloud Service function in the Service
Specific Terms below.
“Service Credit” means the percentage of monthly fees attributable to Customer’s spend for theapplicable Cloud Service function, calculated in Service Specific Terms, and credited to the Cloud
Service bills in accordance with the process described in this SLA.
“Service Level” means the Monthly Uptime Percentage for the applicable Cloud Service function
as detailed in the Service Specific Terms section below.

Service Credits
Service Credits are calculated as a percentage of the total monthly fees paid by Customer for unavailable
Cloud Service function for the calendar month in which the applicable Cloud Service function does notmeet the Service Level, in accordance with the schedule below.
Service Credits are not refundable and can only be used toward future billing charges. Confluent will apply
any Service Credits against Customer’s next billing charge. Service Credits are exclusive of any applicabletaxes charged to Customer or collected by Confluent. Service Credits will not entitle Customer to any refund
or other payment from Confluent. Service Credits are Customer’s sole and exclusive remedy for any
unavailability of the Cloud Service in accordance with the terms of this SLA. Service Credits expire without
refund twelve (12) months from issuance.

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Service Credit Request and Application Process
To receive a Service Credit, Customer must submit a claim by logging a support ticket (if Customer iscommunity supported, Customer must email cloud-support@confluent.io). To be eligible, the credit
request must be received by Confluent within five (5) calendar days after the last day of the month inwhich the applicable Cloud Service function does not meet the Service Level, and must include all
information reasonably necessary for Confluent to verify the claim, including:
1. the words “SLA Credit Request” in the subject line;
2. a description of the applicable client(s), the version of each such client, and the configurations
for each such client; and3. a description of the events resulting in Downtime, including the time and duration of theDowntime and Customer requests logs that document the failed write attempts.
Confluent will evaluate Customer requests and determine in good faith whether a Service Credit is owed
based on its system logs, monitoring reports, configuration records, and other available information. IfConfluent confirms that the Monthly Uptime Percentage applicable to the month of such request did notmeet the Service Level, then Confluent will issue the Service Credit to Customer within one billing cycle
following the month in which Customer’s request is confirmed. Customer’s failure to provide the request
and other information as required above will disqualify Customer from receiving a Service Credit.
Exclusions
This SLA and any applicable Service Level does not apply to any unavailability or performance issues thatresults from:
1. A suspension described in Section 5.4 of the Agreement (Late Payments) or similar section;
Customer’s misuse of the Cloud Service in violation of Section 2 of the Agreement (Customer Use)or similar section; or Customer’s violation of the Agreement or Confluent’s Acceptable Use Policy;
2. Factors outside Confluent’s reasonable control, including but not limited to any force majeure
event, network intrusions, denial of service attacks, systemic internet issues or any other act oromission of any telecommunication or services provider;
3. Use of services, hardware, or software provided by a third party and not within the primary controlof Confluent, including issues resulting from inadequate bandwidth or resulting from failures ofcloud platform services on which the Cloud Service runs;
4. Customer’s unauthorized action or lack of action when required, including those of Customer’sUsers or by means of Customer’s passwords;
5. Customer’s failure to use Confluent-supported Kafka clients with acceptable configuration values
as defined in the Cloud Service documentation;
6. Customer-controlled actions and/or environment or other failures or shortcomings not within
Confluent’s control;
7. Failure by Customer to take any remedial action in relation to the Services as recommended by
Confluent, or otherwise preventing Confluent from doing so;
8. Customer’s negligence or willful misconduct, including failure to follow agreed-upon procedures;
9. Scheduled maintenance that takes place upon five (5) days email notice or ad hoc maintenancecarried out to avoid future unavailability, and/or updates; or
10. Customer’s failure to provide information required by Confluent to provision the Cloud Service.
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Service Specific Terms
Confluent Cloud
Additional Definitions● “Downtime” is the total accumulated minutes during a calendar month for a given Cloud Service
cluster during which the entire cluster is unavailable. A minute is considered unavailable for a given
cluster if all continuous attempts by Confluent’s monitoring system to write to the cluster withinthe minute fail.
● “Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus
the number of minutes of Downtime in such month, divided by the total number of minutes insuch month. If Customer’s Cloud Service cluster is provisioned and running for only part of acalendar month, such cluster is deemed to be 100% available during the portion of the month inwhich it was not provisioned and running.
Service Credit
MonthlyUptime
Percentage< 99.99% ≥ 99%

BasicCluster

Standard (1 ECKU)
or Enterprise (1ECKU) Cluster--< 99.95 ≥ 99%

Dedicated(Single Zone)
Cluster-Standard (2 ECKU),Enterprise (2 ECKU), or
Dedicated (Multi-zone)
Cluster10%10%< 99.9% ≥ 99%

10%< 99.5.% ≥ 99%10%< 99% ≥ 95%

25%

25%

25%

25%

< 95%

100%

100%

100%

100%

Confluent Cloud for Apache Flink®
Additional Definitions● “Confluent Cloud for Apache Flink” means part of the Cloud Service that provides a cloud-native,
serverless stream processing service based on Apache Flink, as further described in theDocumentation.
● “Downtime” is the total accumulated one-minute periods during a calendar month during which
Confluent Cloud for Apache Flink is unavailable in a given cloud region. A one-minute period isApril 8, 2024

●

●
●

●

considered unavailable for a given region if all continuous requests by Confluent’s monitoring
system to either the applicable Flink Compute Pool API or Statement API result in a Fail Request.
"Fail Request” means a request that returns an error code or otherwise does not return any
successful code within one minute for the GET request due to an issue solely within Confluent’scontrol.
“Flink Compute Pool API” means a software interface used to manage resources used to run
Apache Flink workloads, as further described in the Documentation.
“Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus
the number of minutes of Downtime in such month, divided by the total number of minutes insuch month. If Customer’s Confluent Cloud for Apache Flink is provisioned and running for only
part of a calendar month, such cluster is deemed to be 100% available during the portion of themonth in which it was not provisioned and running.
“Statement API” means a software interface used to model SQL statements for execution inConfluent Cloud for Apache Flink, as further described in the Documentation.

Monthly Uptime Percentage

Service Credit< 99.99% ≥ 99.9%

5%< 99.9% ≥ 99.0%

10%< 99.0%25%

Confluent Cloud Fully Managed Connectors
Additional Definitions● “Confluent Cloud Fully Managed Connectors” are connectors that are managed and supported byConfluent in the Cloud Service and identified in the Documentation as “Supported”. Confluent Cloud
Fully Managed Connectors exclude Connect with Confluent connectors, custom connectors, previewconnectors, connectors uploaded by Customer to the Cloud Service, or connectors not suitable for
production use, as set forth in the Documentation.
● “Confluent Cloud Fully Managed Connector Instance” is a deployment of one Confluent Cloud
Fully Managed Connector type using one (1) or more Tasks.
● “Downtime” is the total accumulated consecutive five-minute periods during a calendar month fora given Confluent Cloud Fully Managed Connector Instance that is unavailable. The consecutive
five-minute periods are calculated on a time-based tumbling window. A consecutive five-minuteperiod is considered unavailable for a Confluent Cloud Fully Managed Connector Instance that is ina Failed State for the entire consecutive five-minute period. If a Confluent Cloud Fully ManagedConnector Instance has failed due to a User Actionable Error, the Confluent Cloud Fully ManagedConnector Instance is considered available.
● “Failed State” means the status of a Confluent Cloud Fully Managed Connector Instance where
all Tasks for a Confluent Cloud Fully Managed Connector Instance have failed due to an issue
solely within Confluent’s control.
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●●●“Monthly Uptime Percentage” means the total number of consecutive five-minute periods in acalendar month, minus the number of consecutive five-minute periods of Downtime in suchmonth, divided by the total number of consecutive five-minute periods in such month. If
Customer’s Confluent Cloud Fully Managed Connector Instance is provisioned and running for
only part of a calendar month, such instance is deemed to be 100% available during the portionof the month in which it was not provisioned and running.
“Task” means a logical unit of work copying data.
“User Actionable Error” represents a failure in any Task for the Confluent Cloud Fully ManagedConnector Instance that is caused by the Customer. User Actionable Error includes an error thatcauses any Task for the Confluent Cloud Fully Managed Connector Instance to fail due to theConfluent Cloud Fully Managed Connector Instance being configured incorrectly by Customer,connections to external systems, throttling caused by Customer, and Customer server-sideissues.

Service Credit

Monthly Uptime
Percentage

Confluent Cloud Fully
Managed ConnectorInstance connecting toa Multi-zone
Dedicated, Enterprise,or Standard Cluster< 99.99% ≥ 99.95%< 99.95% ≥ 99.5%

10%< 99.5% ≥ 99%< 99%

Confluent Cloud Fully
Managed Connector
Instance connecting to aSingle-zone Dedicated orStandard Cluster

25%

10%
25%

Confluent Cloud Fully
Managed Connector
Instance connecting
to a Basic Cluster

10%
25%

Confluent Cloud KSQL
Additional Definitions● “Downtime” is the total accumulated five-minute periods during a calendar month for a given
ksqlDB Instance during which the entire ksqlDB Instance is unavailable. A five-minute period is
considered unavailable for a given ksqlDB Instance if all Metadata Request attempts within thefive-minute period fail.
● “ksqlDB Instance” is a multi-zone ksqlDB deployment using eight (8) or more Confluent Streaming
Units.
● “Metadata Request” is any of the following requests as detailed in the Documentation: LISTSTREAMS; LIST TABLES; or LIST QUERIES.
● “Monthly Uptime Percentage” means the total number of five-minute periods in a calendar
month, minus the number of five-minute periods of Downtime in such month, divided by the total
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number of five-minute periods in such month. If Customer’s ksqlDB Instance is provisioned andrunning for only part of a calendar month, such instance is deemed to be 100% available during
the portion of the month in which it was not provisioned and running.

Monthly Uptime Percentage

Service Credit< 99.9% ≥ 99.5%

5%< 99.5% ≥ 99.0%

10%< 99.0%25%

Confluent Cloud Schema Registry
Additional Definitions● “Downtime” is the total accumulated minutes during a calendar month for a given Confluent Cloud
Service Schema Registry cluster during which the entire cluster is unavailable. A minute isconsidered unavailable for a given cluster if all continuous attempts by Confluent’s monitoring
system to write to the cluster within the minute fail.
● “Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus
the number of minutes of Downtime in such month, divided by the total number of minutes insuch month. If Customer’s Confluent Cloud Service Schema Registry cluster is provisioned andrunning for only part of a calendar month, such cluster is deemed to be 100% available during theportion of the month in which it was not provisioned and running.

Monthly Uptime Percentage

Stream Governance
Essentials

Stream Governance
AdvancedService Credit

Service Credit< 99.99% ≥ 99.5%-5%< 99.5% ≥ 99.0%

5%

10%

< 99.0%10%25%April 8, 2024