---
title: "'OVHcloud Connect - SLAs'"
description: "'Learn about the Service Level Agreements for OVHcloud Connect and how to achieve higher availability'"
url: https://docs.ovhcloud.com/pl/guides/network/ovhcloud-connect/slas
lang: pl
lastUpdated: 2026-06-16
---
# OVHcloud Connect - SLAs

## 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:

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

## SLA levels and connection type

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

| Architecture                                   | Typical availability | Notes                                                                                                        |
| ---------------------------------------------- | -------------------- | ------------------------------------------------------------------------------------------------------------ |
| **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 connection**                        | Varies               | The end-to-end SLA depends on both OVHcloud's SLA and your provider's SLA. Check both.                       |

:::info
**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](/pl/guides/network/ovhcloud-connect/incident-followup.md)).
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](/pl/guides/network/ovhcloud-connect/monitor.md) for detailed monitoring guidance.

## What's next?

- Review [Prerequisites & Limitations](/pl/guides/network/ovhcloud-connect/limits.md)
- Set up [monitoring](/pl/guides/network/ovhcloud-connect/monitor.md) for your connection
- Learn how to [declare and follow up on incidents](/pl/guides/network/ovhcloud-connect/incident-followup.md)

## Go further

For training or technical assistance implementing our solutions, contact your sales representative or visit our [Professional Services](https://www.ovhcloud.com/pl/professional-services/) page to request a quote and have your project analyzed by our experts.

Join our [community of users](https://community.ovhcloud.com/).