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SLA for Azure Cosmos DB

Last updated: May 2017

Azure Cosmos DB is Microsoft’s globally distributed multi-model database. It offers turnkey global distribution across any number of Azure regions by transparently scaling and replicating your data wherever your users are. The service offers 99.99% guarantees for availability, throughput, latency, and consistency.

This Service Level Agreement for Microsoft Online Services (this “SLA”) is a part of your Microsoft volume licensing agreement (the “Agreement”). Capitalized terms used but not defined in this SLA will have the meaning assigned to them in the Agreement. This SLA applies to the Microsoft Online Services listed herein (a “Service” or the “Services”), but does not apply to separately branded services made available with or connected to the Services or to any on-premises software that is part of any Service.

If we do not achieve and maintain the Service Levels for each Service as described in this SLA, then you may be eligible for a credit towards a portion of your monthly service fees. We will not modify the terms of your SLA during the initial term of your subscription; however, if you renew your subscription, the version of this SLA that is current at the time of renewal will apply throughout your renewal term. We will provide at least 90 days’ notice for adverse material changes to this SLA.

Definitions

"Applicable Monthly Period" means, for a calendar month in which a Service Credit is owed, the number of days that you are a subscriber for a Service.

"Applicable Monthly Service Fees" means the total fees actually paid by you for a Service that are applied to the month in which a Service Credit is owed.

"Downtime" is defined for each Service in the Services Specific Terms below.

"Error Code" means an indication that an operation has failed, such as an HTTP status code in the 5xx range.

"External Connectivity" is bi-directional network traffic over supported protocols such as HTTP and HTTPS that can be sent and received from a public IP address.

"Incident" means (i) any single event, or (ii) any set of events, that result in Downtime.

"Management Portal" means the web interface, provided by Microsoft, through which customers may manage the Service.

"Service Credit" is the percentage of the Applicable Monthly Service Fees credited to you following Microsoft’s claim approval.

"Service Level" means the performance metric(s) set forth in this SLA that Microsoft agrees to meet in the delivery of the Services.

"Service Resource" means an individual resource available for use within a Service.

"Success Code" means an indication that an operation has succeeded, such as an HTTP status code in the 2xx range.

"Support Window" refers to the period of time during which a Service feature or compatibility with a separate product or service is supported.

Terms

Claims
In order for Microsoft to consider a claim, you must submit the claim to customer support at Microsoft Corporation including all information necessary for Microsoft to validate the claim, including but not limited to: (i) a detailed description of the Incident; (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Incident at the time of occurrence.

For a claim related to Microsoft Azure, we must receive the claim within two months of the end of the billing month in which the Incident that is the subject of the claim occurred. For claims related to all other Services, we must receive the claim by the end of the calendar month following the month in which the Incident occurred. For example, if the Incident occurred on February 15th, we must receive the claim and all required information by March 31st.

We will evaluate all information reasonably available to us and make a good faith determination of whether a Service Credit is owed. We will use commercially reasonable efforts to process claims during the subsequent month and within forty-five (45) days of receipt. You must be in compliance with the Agreement in order to be eligible for a Service Credit. If we determine that a Service Credit is owed to you, we will apply the Service Credit to your Applicable Monthly Service Fees.

If you purchased more than one Service (not as a suite), then you may submit claims pursuant to the process described above as if each Service were covered by an individual SLA. For example, if you purchased both Exchange Online and SharePoint Online (not as part of a suite), and during the term of the subscription an Incident caused Downtime for both Services, then you could be eligible for two separate Service Credits (one for each Service), by submitting two claims under this SLA. In the event that more than one Service Level for a particular Service is not met because of the same Incident, you must choose only one Service Level under which to make a claim based on the Incident. Unless as otherwise provided in a specific SLA, only one Service Credit is permitted per Service for an Applicable Monthly Period.

Service Credits
Service Credits are your sole and exclusive remedy for any performance or availability issues for any Service under the Agreement and this SLA. You may not unilaterally offset your Applicable Monthly Service Fees for any performance or availability issues.

Service Credits apply only to fees paid for the particular Service, Service Resource, or Service tier for which a Service Level has not been met. In cases where Service Levels apply to individual Service Resources or to separate Service tiers, Service Credits apply only to fees paid for the affected Service Resource or Service tier, as applicable. The Service Credits awarded in any billing month for a particular Service or Service Resource will not, under any circumstance, exceed your monthly service fees for that Service or Service Resource, as applicable, in the billing month.

If you purchased Services as part of a suite or other single offer, the Applicable Monthly Service Fees and Service Credit for each Service will be pro-rated.

If you purchased a Service from a reseller, you will receive a service credit directly from your reseller and the reseller will receive a Service Credit directly from us. The Service Credit will be based on the estimated retail price for the applicable Service, as determined by us in our reasonable discretion.

Limitations
This SLA and any applicable Service Levels do not apply to any performance or availability issues:

  1. Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at your site or between your site and our data center);
  2. That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
  3. Caused by your use of a Service after we advised you to modify your use of the Service, if you did not modify your use as advised;
  4. During or with respect to preview, pre-release, beta or trial versions of a Service, feature or software (as determined by us) or to purchases made using Microsoft subscription credits;
  5. That result from your unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices;
  6. That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance;
  7. That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
  8. That result from your attempts to perform operations that exceed prescribed quotas or that resulted from our throttling of suspected abusive behavior;
  9. Due to your use of Service features that are outside of associated Support Windows; or
  10. For licenses reserved, but not paid for, at the time of the Incident.

Services purchased through Open, Open Value, and Open Value Subscription volume licensing agreements, and Services in an Office 365 Small Business Premium suite purchased in the form of a product key are not eligible for Service Credits based on service fees. For these Services, any Service Credit that you may be eligible for will be credited in the form of service time (i.e., days) as opposed to service fees, and any references to “Applicable Monthly Service Fees” is deleted and replaced by “Applicable Monthly Period.”

Additional Definitions

"Collection" is a container of JSON documents, and a unit of scale for transactions and queries.

"Consumed RUs" is the sum of the Request Units consumed by all the requests which are processed by the Azure Cosmos DB Collection in a given second.

"Database Account" is the top-level resource of the Azure Cosmos DB resource model. An Azure Cosmos DB Database Account contains one or more databases.

"Failed Requests" are requests within Total Requests that either return an Error Code or fail to return a Success Code within the maximum upper bounds documented in the table below.

Operation Maximum upper bound on processing latency
All Database Account configuration operations 2 Minutes
Add a new Region 60 Minutes
Manual Failover 5 Minutes
Resource Operations 5 Sec
Media Operations 60 Sec

"Provisioned RUs" is the total provisioned Request Units for a given Azure Cosmos DB Collection for a given second.

"Rate Limited Requests" are requests which are throttled by the Azure Cosmos DB Collection after Consumed RUs have exceeded the Provisioned RUs for a partition in the Collection for a given second.

"Request Unit (RU)" is a measure of throughput in Azure Cosmos DB.

"Resource" is a set of URI addressable entities associated with a Database Account.

"Successful Requests" are Total Requests minus Failed Requests.

"Total Requests" is the set of all requests, including Rate Limited Requests and all Failed Requests, issued against Resources within a one-hour interval within a given Azure subscription during a billing month.

Availability SLA

"Error Rate" is the total number of Failed Requests divided by Total Requests, across all Resources in a given Azure subscription, during a given one-hour interval. If the Total Requests in a given one-hour interval is zero, the Error Rate for that interval is 0%.

"Average Error Rate" for a billing month is the sum of Error Rates for each hour in the billing month divided by the total number of hours in the billing month.

"Monthly Availability Percentage" for the Azure Cosmos DB Service is calculated by subtracting from 100% the Average Error Rate for a given Microsoft Azure subscription in a billing month. Monthly Availability Percentage is represented by the following formula:

Monthly Uptime % = 100% - Average Error Rate

Service Credit:

Monthly Availability Percentage Service Credit
< 99.99% 10%
< 99% 25%

Throughput SLA

"Throughput Failed Requests" are requests which are throttled by the Azure Cosmos DB Collection resulting in an Error Code, before Consumed RUs have exceeded the Provisioned RUs for a partition in the Collection for a given second.

"Error Rate" is the total number of Throughput Failed Requests divided by Total Requests, across all Resources in a given Azure subscription, during a given one-hour interval. If the Total Requests in a given one-hour interval is zero, the Error Rate for that interval is 0%.

"Average Error Rate" for a billing month is the sum of Error Rates for each hour in the billing month divided by the total number of hours in the billing month.

"Monthly Throughput Percentage" for the Azure Cosmos DB Service is calculated by subtracting from 100% the Average Error Rate for a given Microsoft Azure subscription in a billing month. Monthly Throughput Percentage is represented by the following formula:

Monthly Throughput % = 100% - Average Error Rate

Service Credit:

Monthly Throughput Percentage Service Credit
< 99.99% 10%
< 99% 25%

Consistency SLA

"K" is the number of versions of a given document for which the reads lag behind the writes.

"T" is a given time interval.

"Consistency Level" is the setting for a particular read request that supports consistency guarantees. The following table captures the guarantees associated with the Consistency Levels.

Consistency Level Consistency Guarantees
Strong Strong
Session Read Your Own Write
(Within Write Region)
Monotonic Read
Consistent Prefix
Bounded Staleness Read Your Own Write
(Within Write Region)
Monotonic Read
(Within a Region)
Consistent Prefix
Staleness Bound < K,T
Consistent Prefix Consistent Prefix
Eventual Eventual

"Consistency Violation Rate" is Successful Requests that could not be delivered when performing the consistency guarantees specified for the chosen Consistency Level divided by Total Requests, across all Resources in a given Azure subscription, during a given one-hour interval. If the Total Requests in a given one-hour interval is zero, the Consistency Violation Rate for that interval is 0%.

"Average Consistency Violation Rate" for a billing month is the sum of Consistency Violation Rates for each hour in the billing month divided by the total number of hours in the billing month.

"Monthly Consistency Attainment Percentage" for the Azure Cosmos DB service is calculated by subtracting from 100% the Average Consistency Violation Rate for a given Microsoft Azure Subscription in a billing month.

Monthly Consistency % = 100% - Average Consistency Violation Rate

Service Credit:

Monthly Consistency Attainment Percentage Service Credit
< 99.99% 10%
< 99% 25%

Latency SLA

"Application" is a Azure Cosmos DB application deployed within a local Azure region using the Azure Cosmos DB client SDK configured with TCP direct connectivity for a given Microsoft Azure subscription in a billing month.

"N" is the number of Successful Requests for a given Application performing either document read or document write operations with a payload size less than or equal to 1 KB in a given hour.

"S" is the latency-sorted set of Successful Request response times in ascending order for a given Application performing document read or document write operations with a payload size less than or equal to 1 KB in a given hour.

"Ordinal Rank" is the 99th percentile using the nearest rank method represented by the following formula:

Ordinal Rank = (99 / 100) * N

"P99 Latency" is the value at the Ordinal Rank of S.

"Excessive Latency Hours" is the total number of one-hour intervals during which Successful Requests submitted by an Application resulted in a P99 Latency greater than or equal to 10ms for document read or 15ms for document write operations. If the number of Successful Requests in a given one-hour interval is zero, the Excessive Latency Hours for that interval is 0.

"Average Excessive Latency Rate" for a billing month is the sum of Excessive Latency Hours divided by the total number of hours in the billing month.

"Monthly P99 Latency Attainment Percentage" for a given Azure Cosmos DB Application is calculated by subtracting from 100% the Average Excessive Latency Rate for a given Microsoft Azure subscription in a billing month. Monthly P99 Latency Attainment Percentage is represented by the following formula:

Monthly P99 Latency Attainment % = 100% - Average Excessive Latency Rate

Service Credit:

Monthly P99 Latency Attainment Percentage Service Credit
< 99.99% 10%
< 99% 25%

Version History

1.3 Last updated: May 2019
Release notes: Improved write SLA to 10ms for all accounts.

1.2 Last updated: September 2018
Release notes: Improved write SLA when multiple Azure regions are configured as writable endpoints. Addition of 10ms write latency for Network Optimized Applications.

1.1 Last updated: November 2017
Release notes: Azure Cosmos DB now supports a new configuration: Database accounts spanning multiple regions with Strong Consistency, this configuration has a consistency, throughput and read availability SLA. SLA for existing configurations (Cosmos DB Database Accounts scoped to a single region configured with any of the five Consistency Levels or Database Accounts spanning multiple regions, configured with any of the four relaxed Consistency Levels) remains the same. Clarified Consistency Guarantees table with industry standardized term.

1.0 Last updated: May 2017
Release notes: Service rebranded to Azure Cosmos DB.