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This Service Level Agreement (“SLA”) is the SLA governing the use of the Cloud Service by Customer. This SLA applies separately to each account using the Cloud Service. Unless otherwise provided herein, capitalized terms will have the meaning specified in the Cloud Service Schedule or the Agreement between Solace and Customer.

  1. Support Services. During the Subscription Term, subject to payment of the applicable Fees, Customer will have access to Support Services in accordance with the applicable Support Plan, which are available at https://solace.com/support/.
  2. Limitations. Solace will not be responsible for providing Support Services for software, firmware, hardware not supplied by Solace. Services described herein do not include any support of any failure or defect in the Cloud Service solely caused by Customer, or if any Cloud Service (or any component of the foregoing) has been used in a manner not materially conforming to the requirements or suggestions in Documentation or in this SLA, or if any Cloud Service (or any component of the foregoing) is used by Customer on an unsupported platform or hardware or has been altered or modified by Customer without Solace’s approval or otherwise in a manner reasonably contemplated by this SLA.
  3. Service Level Commitment
    1. Service Level. During the Subscription Term, Solace agrees that the online components of Solace PubSub+ Cloud will be operational and available to Customer as follows:
      Component Configuration Service Level Commitment
      Event Broker Services High Availability 99.95% or higher
      Event Broker Services Single Node 99.5% or higher
      Solace PubSub+ Cloud (Console, Event Portal, Insights and Mission Control) 99.95% or higher

      except for: (i) Scheduled Downtime, or (ii) unavailability of the Cloud Service due to the exclusions described in Section 6 (Service Level Commitment Exclusions) below. If Solace does not meet the above Service Level Commitment, Customer will receive the Service Credit described below. This SLA states Customer’s sole and exclusive remedy for any failure by Solace to provide the Cloud Service in accordance with the Service Level Commitment.

    2. Definitions. The following definitions will apply to this SLA:
      1. “Downtime” means, for Customer, if the Service is not accessible to or functional for Customer.
      2. “Monthly Uptime Percentage” means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month. If the Order for a partial month, then the numerator and denominator of the Monthly Uptime Percentage will only include those days during which Customer received the Cloud Service.
      3. “Scheduled Downtime” means a period of time, typically lasting less than 4 hours, during which Solace conducts regular maintenance and upgrades.
      4. “Service Credit” means the following:

        1. Event Broker Service with High Availability

        Monthly Uptime Percentage Service Credit
        99.95% or higher None
        98.0% to 99.949% 5%
        under 98% 15%

        2.Event Broker Service Single Node

        Monthly Uptime Percentage Service Credit
        99.5% or higher None
        98% to 99.49% 5%
        under 98% 15%

        3. Solace PubSub+ Cloud (Console, Event Portal, Insights and Mission Control)

        Monthly Uptime Percentage Service Credit
        99.95% or higher None
        98.0% to 99.949% 5%
        under 98% 15%
  4. Scheduled Downtime.

    Solace will publish or notify Customers in advance of periods of Downtime: (i) for scheduled maintenance, typically at least seven (7) days advance notice; and (ii) for emergency maintenance, typically at least twenty-four (24) hours advance notice.

    Scheduled Downtime will typically be scheduled during non-business hours in the region in which the Component resides. When Scheduled Downtime occurs in accordance with this Section, such Scheduled Downtime is not considered Downtime for purposes of the Performance Commitment.

    During Scheduled Downtime, which requires upgrades or maintenance, Cloud Service may experience brief periods of downtime or minor degradation in performance.

  5. Remedies. If Customer wishes to claim a Service Credit from Solace, Customer will submit to Solace a written claim, within two (2) months of the Downtime, notifying Solace of the applicable Downtime. Solace will review Customer’s claim and calculate the applicable Service Credit, if any, in accordance with the terms of this SLA. Except as set forth herein, Service Credits may not be exchanged for, or converted to, monetary amounts. In addition, in the event the Monthly Uptime Percentage falls below 98% for two (2) out of any three (3) consecutive months, Customer will have the right to immediately terminate this SLA upon notice to Solace.
  6. Service Level Commitment Exclusions. The Service Level Commitment does not apply to: (a) immaterial outages of sixty (60) seconds or less in connection with a high availability switchover of Event Brokers; (b) unavailability of the Cloud Service caused by factors outside of Solace’s reasonable control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, pandemic, civil unrest, acts of terror, strikes or other labor problems (other than those involving Solace employees); (c) unavailability of the Cloud Service that result from internet access, equipment and/or software of Customer or other third parties where such equipment and/or software is not within the reasonable control of Solace; (d) unavailability of the Cloud Service caused by use of the Cloud Service (or any component thereof) by Customer in a manner not materially conforming to the requirements described in the Documentation or in the SLA.
  7. Amendments. Except where prohibited by applicable law or as otherwise agreed in the Order, Solace may unilaterally amend this SLA, in whole or in part (each, an “Amendment”), by: (i) giving Customer prior notice of such Amendment; or (ii) posting notice of such Amendment on the Solace website. Unless otherwise indicated by Solace any such Amendment will become effective as of the date the notice of such Amendment is provided to Customer or is posted on the website (whichever is the earlier).

Last revised: February 1, 2025