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Advanced Managed Search Service Level Agreement

All service level agreements

You can find service level agreements for all KakaoCloud services in Service level agreement (SLA) list.


This Service Level Agreement (the “SLA”) of Advanced Managed Search (the “Service”) applies to each account using the relevant services listed below, and the SLA in effect at the time of the failure shall apply.
This SLA constitutes part of KakaoCloud Terms of Service, and matters not specified in this SLA shall follow terms and conditions of KakaoCloud Terms of Service. In event of any conflict, this SLA shall prevail.

Last updated: May 8, 2026


Article 1 (Definitions)​

  1. Failure: Refers to continuous failure lasting 10 minutes or longer in which all instances or tasks of running service are unable to communicate with external networks. Intermittent failures lasting less than 10 minutes are not included in failure time.
  2. Monthly availability rate (%): 100 × [1 - {Total failure time during month (in minutes) / Total time for month (in minutes)}]
  3. Monthly fee: Refers to actual amount paid by member to company for cloud service during month in which failure occurred. If cloud service fee is calculated and billed separately for each instance or task, it refers to actual amount paid by member for respective instance or task.

Article 2 (Exclusions from application of SLA)​

Cases listed in this article are excluded from application of this SLA and are not eligible for compensation for damages.

  1. Failures caused by insufficient storage capacity (Disk Full) or computing resources (CPU/Memory) provisioned by member to process workload
  2. Service unavailability caused by queries or tasks executed by member that are not supported by corresponding engine version (for example, excessive aggregation queries or excessive wildcard searches), or by abnormal input data
  3. Performance degradation or failures caused by member’s failure to comply with optimization settings specified in service guide provided by company (for example, shard count limits or index settings)
  4. Repeated failures caused by known bugs or defects in open-source-based OpenSearch software itself
  5. Cases where usage fee for product has not been established due to beta testing or similar reasons, where service or product falls within free tier of paid product, or where no separate fee is charged for service or product
  6. Cases where service or product is not provided by company
  7. Cases not eligible for compensation under KakaoCloud Terms of Service
  8. Other cases equivalent to above where incident is not caused by actions or omissions of company

Article 3 (Application of SLA)​

  1. Company provides compensation according to criteria below. However, if company establishes separate compensation standards and provides detailed guidelines to members or announces them on cloud website, different criteria for calculating compensation amount may apply.
  2. Company guarantees minimum monthly availability rate of 99.9% for service during relevant month. If monthly availability rate is not met, company issues free credits to member in accordance with this SLA and KakaoCloud Terms of Service.
  3. Eligibility for compensation, scope of compensation, and amount of compensation may vary according to KakaoCloud Terms of Service and detailed guidelines.
  4. Maximum amount of credits company may issue to member for all failure time occurring during single billing month shall not exceed 100% of amount payable by member for service.


Monthly availability rateFree credit percentage
99.0% to less than 99.9%10% of monthly fee
95.0% to less than 99.0%25% of monthly fee
Less than 95.0%100% of monthly fee