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Advanced Managed Prometheus Service Level Agreement List

You can find the service level agreement for all KakaoCloud services in Service Level Agreement List.


This Service Level Agreement (the “SLA”) of the Advanced Managed Prometheus (the “Service”) applies to each account using the relevant services listed below, and the SLA in effect at the time of the failure shall be applicable.
This SLA constitutes a part of the KakaoCloud Terms of Service and matters not set out in the SLA shall be governed by the KakaoCloud Terms of Service. In the event of any conflict, the SLA shall prevail.

Last updated: April 1, 2025


Article 1 (Definitions)​

  1. Request: Means a call made to the API endpoint(s) provided by the Service.
  2. Error: Occurs when the HTTP status result of the Member's valid request for the service is a 500-series internal error.
  3. Valid Request: A request that adheres to the formats provided by the Service and directly calls the Open API(Metric Export) offered by the Service. If an error occurs, the Member must retry the request, after waiting for an exponentially increasing period, starting at 1 second up to a maximum of 32 seconds. Requests that do not comply with this retry requirement are excluded from the valid requests.
  4. Error Rate: The ratio of erroneous requests to the total valid requests made by the Member within a 5-minute period (calculated every 5 minutes; if the total requests in those 5 minutes are zero, the error rate is considered 0%)
  5. Monthly Availability Rate (%): 100 - Average error rate for the month
  6. Monthly Fee: Refers to the actual amount paid by the cloud Member to the Company for the KakaoCloud Service, specifically for Metric Export, in a month a failure occurs. If the fee for cloud service is calculated and billed separately per instance or task, it refers to the actual amount paid by the cloud Member for the respective instance or task.

Article 2 (Exclusions from the Application of the SLA)​

The SLA shall not apply in the following cases, and no compensation for damages shall be granted:

  1. Where the fees for the product have not been established due to reasons such as beta testing, or where the service or product falls within the free tier of a paid product, or where no additional costs are incurred;
  2. For products that are charged per occurrence or transaction, where products or services only the successful occurrences or transactions are charged;
  3. When the service or product is not provided by the Company;
  4. In cases where compensation for damages is not applicable under the KakaoCloud Terms of Service;
  5. In other cases equivalent to the above where the incident is not caused by the Company’s actions (including inaction).

Article 3 (Application of the SLA)​

  1. The Company shall compensate the Member in accordance with the criteria set forth herein. Notwithstanding the foregoing, in instances where the Company has published detailed compensation guidelines or announced specific compensation rules on its official cloud platform, such alternative criteria shall prevail and govern the calculation of compensation amounts.
  2. The Company guarantees a minimum monthly availability rate of 99.9% for the Service during the relevant month. If the monthly availability rate is not met, the Company shall issue free credits to the Member in accordance with this SLA and the KakaoCloud Terms of Service.
  3. Specific eligibility for compensation, the scope of compensation, and the amount of compensation may vary according to the KakaoCloud Terms of Service and Detailed Guidelines.
  4. The maximum amount of credits the Company can issue to the Member for all failure time in a single billing month shall not exceed 100% of the amount payable by the Member for the Service.


Monthly Availability RateFree Credit Percentage
99.0% to less than 99.9%10% of the monthly fee
95.0% to less than 99.0%25% of the monthly fee
Less than 95.0%100% of the monthly fee