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File Storage Backup Service Level Agreement

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

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The English translation provided below is for your convenience only. In case of any discrepancies between the English translation and the original Korean text (including due to translation delays), the original Korean text shall prevail.


This Service Level Agreement (the “SLA”) of the File Storage Backup (the “Service”) applies to each account using the Service, 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 including the supplementary 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: December 22, 2023


Article 1 (Definitions)​

  1. Failure: The inability to successfully create, restore, delete, or update the Member’s active file storage backup.
  2. Calculation Method: The error rate is calculated by summing the number of errors that occurred during creation, restoration, deletion, or update requests for backups within a 5-minute interval and dividing this sum by the total number of requests during that 5-minute interval. If no requests were made during a specific 5-minute interval, the error rate for that interval is deemed to be 0%.
  3. Monthly Availability Rate (%): 100% - Monthly average of 5-minute intervals
  4. Monthly Fee: Refers to the actual amount paid by the Member to the Company for the KakaoCloud Service, specifically for file storage backup, 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 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. In cases where an issue arises from the customer’s failure to comply with new update features applied to backup;
  2. 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;
  3. For products that are charged per occurrence or transaction, where products or services only the successful occurrences or transactions are charged;
  4. When the service or product is not provided by the Company;
  5. In cases where the reasons fall under those for which the compensation services are not applicable under the KakaoCloud Terms of Service;
  6. In cases where an issue arises due to the customer’s actions or inaction, or if the issue is caused by the customer’s software or other technologies;
  7. 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 provide compensation according to the criteria described below. However, where the Company provides the cloud Member with Detailed Guidelines or announces specific compensation criteria on the cloud website, the compensation amount may be calculated differently.
  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