Backblaze Service Level Agreement

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/customer-support-options.html.

How to Request a Service Credit

The following definitions apply to this SLA:
  • “User Account” is an individual user of the of one or more Covered Services paid for by Customer. Each User Account has a unique email address.
  • “User Downtime” means a User Account is not able to access a Covered Service to log in, upload data, select files, or download completed data restores/snapshots unless excluded by the SLA Exclusions below.
  • “User Downtime Period” means a period of one or more consecutive minutes of User Downtime. Partial or intermittent minutes of User Downtime will not be counted.
  • “Monthly User Downtime” is the total all User Downtime Periods in a given month.
  • “Monthly User Uptime Percentage” is computed as the total number of minutes in a given month, minus the Monthly User Downtime for that month, divided by the total number of minutes in that month.
  • “User Credit Percentage” can be looked up in the following table:

    Monthly User Uptime Percentage User Credit Percentage
    >= 99.9% 0%
    < 99.9% and>= 99.0% 5%
    < 99.0% 10%
  • “Service Credit” is the User Credit Percentage times the monthly amount charged for a User Account. For license terms greater than 1 month (e.g. yearly and two year licenses), the monthly amount is the amount charged for the license divided by the number of months in the license term.

The Backblaze Service Level Objective

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.

Customer Obligations Under This Agreement

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 thirty (30)days from the last day of the month in which Customer is asserting the SLO violation and must include:
  • SLO violation <month/year> in the title of the Backblaze support ticket
  • The User Account for which the Service Credit is sought
  • An estimate of the Monthly User Downtime the Customer is claiming for the User Account
  • The dates and times of each User Downtime incident.

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/customer-support-options.html).

Backblaze Obligations Under This Agreement

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.

SLA Exclusions

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.

Previous Version(s):
June 28, 2016