OVHcloud Connect - SLAs

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Learn about the Service Level Agreements for OVHcloud Connect and how to achieve higher availability

Objective

A Service Level Agreement (SLA) is a contractual commitment from OVHcloud that defines the guaranteed level of service for OVHcloud Connect. SLAs give you confidence that your connection will meet specific performance and availability targets.

What the SLA covers

OVHcloud Connect SLAs typically address the following areas:

AreaWhat it means
Availability (uptime)The percentage of time the service is operational over a given period (e.g. 99.9% monthly uptime).
LatencyThe maximum acceptable delay for traffic traversing the OVHcloud Connect link.
Support response timeHow quickly OVHcloud acknowledges and begins working on a reported issue.
Resolution timeThe target timeframe for restoring service after an incident.

SLA levels and connection type

The level of SLA you can achieve depends on your architecture:

ArchitectureTypical availabilityNotes
Single connection (one PoP, one link)Up to 99.9%Covers the OVHcloud-managed portion of the link. A single physical path remains a point of failure.
Redundant connections (Multi-AZ, two PoPs)Up to 99.99%Multiple independent paths protect against single-link and single-site failures. Higher SLA tiers may apply.
Provider connectionVariesThe end-to-end SLA depends on both OVHcloud's SLA and your provider's SLA. Check both.
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Important: SLA guarantees apply to the OVHcloud-managed portion of the service. Third-party elements (your router, provider links, cross-connects managed by data centre operators) are not covered under OVHcloud's SLA.

SLA prerequisites

For the SLA to be valid, you must:

  1. Follow OVHcloud's configuration guidelines — Incorrect BGP configuration or unsupported setups may void the SLA.
  2. Report incidents promptly — Use the official support channels (see Declare and follow up upon an incident).
  3. Accept scheduled maintenance — OVHcloud may perform maintenance windows. Downtime during announced maintenance is typically excluded from SLA calculations.
  4. Use a supported architecture — Higher SLA tiers require redundant connections. A single connection cannot claim the 99.99% SLA.

Remedies and service credits

If OVHcloud fails to meet the SLA targets, you may be entitled to:

  • Service credits — A percentage of your monthly fee credited back to your account, proportional to the downtime experienced.
  • Priority support — Accelerated handling for unresolved issues.

The exact credit calculation and claim process are described in the OVHcloud Connect specific conditions, available in your contract or on the OVHcloud website.

Monitoring SLA compliance

To track whether your connection meets the SLA:

  • Use the OVHcloud Control Panel to view connection status, uptime, and historical metrics.
  • Set up alerts for link-down events, BGP session drops, and latency spikes.
  • Use the OVHcloud API to query status programmatically and integrate with your monitoring tools.

See Monitor your OVHcloud Connect for detailed monitoring guidance.

What's next?

Go further

For training or technical assistance implementing our solutions, contact your sales representative or visit our Professional Services page to request a quote and have your project analyzed by our experts.

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