Backblaze Service Level Agreement
Last updated: June 28, 2016
This Service Level Agreement ("SLA") is between Backblaze, Inc. ("Backblaze" or "we") and users of our
services ("you"). It governs access to and use of the Backblaze B2 Cloud Storage software and services
("Services"). This SLA, the Terms of Service
Payment and Refunds page, constitute the entire agreement between you and Backblaze, so please carefully
review those documents, too.
Our B2 Cloud Storage Service Commitment
Backblaze will make commercially reasonable efforts to ensure that B2 Cloud Storage is available and
able to successfully process requests during at minimum 99.9% of each calendar month.
If we don't fulfill this commitment, you'll be eligible for a service credit.
We calculate service credits as a percentage of the total charges you paid for B2 Cloud Storage during
the calendar month in which the error occurred.
Where monthly uptime percentage is between 99.0% and 99.9%, you'll be eligible for a 10% service credit.
If monthly uptime percentage is below 99.0%, you'll be eligible for a 25% service credit.
We calculate monthly uptime percentage by subtracting from 100% the average of the error rates from each
five-minute period in the month.
An error rate is the total number of HTTP 500 Internal Server Error responses returned by B2 Cloud
Storage divided by the total number of valid requests during the five-minute period. This calculation
does not include responses that prompt you to send a second request or errors arising from the
exclusions detailed below.
We issue service credits against only your future B2 Cloud Storage payments. Service credits don't
entitle you to a refund or any other payment from Backblaze. Your sole and exclusive remedy for any
unavailability, non-performance, or other failure by Backblaze to provide B2 Cloud Storage is
eligibility for a service credit as provided in this SLA.
A service credit will be issued only if the credit amount for the applicable month is more than $1 USD.
Service credits may not be transferred or applied toward any other account.
How to Request a Service Credit
To receive a service credit, you must submit a claim to email@example.com. The credit request must be
submitted within 30 days from when you become eligible to receive the credit, and must include:
- "SLA Credit Request" in the subject line;
- the email address associated with the account for which the credit is sought;
- the date and time of each occurrence of error rates; and
- request logs documenting the errors and claimed outage. Please remove any confidential or
sensitive information in these logs.
If you submit all the required information and we confirm that the uptime percentage for the month of
your request falls below our service commitment, we'll issue a service credit.
Our service commitment does not apply to any unavailability of B2 Cloud Storage or Backblaze performance
issues resulting 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)
hardware or software that is not under our control; (iv) your application's failure to follow integration requirements
; or (v) a suspension or
termination of your account due to violations of our terms of service, policies, or other agreements.