Last updated: March 27, 2019
This Service Level Agreement ("SLA") is between Backblaze, Inc. ("Backblaze") and users of our services (“Customer”). It governs access to, and use of, the Backblaze B2 Cloud Storage and the Backblaze Computer Backup services (collectively, “Covered Services”). This agreement applies to all Backblaze B2 Cloud Storage Customers and to Backblaze Computer Backup Customers who have purchased a Backblaze Tera or Peta customer support plan detailed at https://www.backblaze.com/help/customer-support.
The following definitions apply to this SLA:
During the term of this SLA, Backblaze agrees to meet or exceed a Service Level Objective (“SLO”) of 99.9% for the Monthly User Uptime Percentage. If Backblaze does not meet or exceed the SLO, and if Customer meets its obligations under this SLA detailed below, the Customer will be eligible to receive a Service Credit as described above. This SLA states Customer’s sole and exclusive remedy for any failure by Backblaze to meet the SLO.
To receive a Service Credit, Customer must submit a claim via a support ticket at Backblaze Support. Claims are filed monthly, and must be submitted within 30 days from the last day of the month in which Customer is asserting the SLO violation and must include:
Submission of a Service Credit claim does not preclude Customer from contacting Backblaze Support to report an issue or seek assistance as permitted based on their selected Backblaze Support Plan (https://www.backblaze.com/help/customer-support).
Upon submission of the required information, Backblaze will review Customer’s claim to determine if an SLO violation has occurred. Regardless of the outcome, Backblaze will contact Customer within 30 days with the results, and if applicable, will issue Customer a Service Credit. Service Credit(s) can accrue and will be applied by Backblaze against the Customer’s next payment for the Covered Services. Service Credit(s) that exceed the next payment amount do not rollover and are lost. A Service Credit does not entitle the Customer to a refund or any other payment from Backblaze. A Service Credit cannot be transferred or applied toward any other Backblaze accounts or Backblaze services.
This SLA does not apply to any unavailability or performance issues of the Covered Services from (i) factors outside of our reasonable control, such as a force majeure event or internet disruption unrelated to Backblaze; (ii) acts or omissions by you or a third party; (iii) service disruptions which occur inside the Backblaze scheduled maintenance window defined at https://www.backblaze.com/scheduled-maintenance.html; (iv) hardware or software that is not under our control; (v) your application's failure to follow our B2 Cloud Storage integration requirements found at https://www.backblaze.com/b2/docs/integration_checklist.html; or (vi) a suspension or termination of your account due to violations of our terms of service, policies, or other agreements.