Xata Service Level Agreement

Last Updated: November 12, 2025

This Xata Service Level Agreement ("SLA") forms part of the Xatabase, Inc. Terms of Use and applies to customers using the Xata platform under a paid plan that includes SLA coverage. Capitalized terms not defined here have the meanings given in the Terms of Use.

Xata is committed to providing a highly available and reliable service. This SLA describes the Service Commitment, Service Credits, and exclusions applicable to the Xata platform. Our commitment is to make the Xata Service available with Monthly Uptime Percentage (defined below) of 99.95% for eligible paid plans.

1. Definitions

Downtime is any period of time when the Xata Service is unavailable and the customer cannot establish a successful connection to required API endpoints or database operations.
Monthly Uptime Percentage is calculated as: (1 - (Total Downtime Minutes / Total Minutes in the Month)) x 100
Service Credit is a credit applied to a future monthly invoice if Xata fails to meet the Service Commitment. Service Credits are the customer's sole and exclusive remedy for unavailability.

2. Service Commitment

Xata will maintain a Monthly Uptime Percentage of 99.95% for eligible paid plans.

If the Monthly Uptime Percentage falls below the threshold, the customer may be eligible to receive the following Service Credits:

Monthly Uptime Percentage	Service Credit Percentage
Less than 99.95% but equal to or greater than 99.0%	10%
Less than 99.0% but equal to or greater than 95.0%	25%
Less than 95.0%	50%

3. Service Commitment

To receive a Service Credit, the customer must submit a request to support@xata.io within 30 days of the incident.

Requests must include:

Customer name and the organization ID
Description of the incident and impact
Dates and times of claimed Downtime
Logs or documentation showing failed requests or connectivity

Once validated, Xata will apply the Service Credit to the next billing cycle.

4. Incident Management & Communication

Xata follows a structured incident management and communication process:

Detection & Response: Xata continuously monitors platform health across all regions. On detection of a service-impacting event, our engineering and operations teams respond immediately.
Severity Classification:
- Critical: Widespread service unavailability or data access disruption
- High: Significant degradation or partial unavailability
- Medium/Low: Minor impact on specific features or customer
Customer Communication:
- Real-time updates, when available, are provided through the Xata Status Page
- For Critical and High incidents, Xata issues a post-incident summary outlining cause, resolution steps, and preventive measures

5. Scheduled Maintenance

Xata occasionally performs planned maintenance to enhance performance, security, or reliability.

Scheduled Maintenance windows will be announced in advance on the Xata Status Page or via email for customers on Business or Enterprise plans.
Maintenance events lasting less than 1 minute or performed in a way that does not materially impact availability will not be counted as Downtime.

6. Exclusions

This SLA does not apply to performance or availability issues resulting from:

Customer or third-party systems, networks, or applications
Use of the service in a manner inconsistent with Xata documentation or limits
Rate-limited requests, throttling, or other limit-based restrictions
Preview, beta, or experimental features
Downtime caused by underlying database engine software that lead to repeated database crashes or an inoperable database instance.
Long recovery time due to insufficient IO capacity for your database workload.
Events outside of Xata's reasonable control (force majeure)

7. Limitations

Service Credits cannot be exchanged for cash
Total credits for a billing cycle will not exceed the amount charged for that cycle
Credits expire if not applied within 6 months
Credits may be withheld for accounts not in good financial standing

8. Modifications

Xata may update this SLA from time to time. Changes will not materially reduce the level of service without notifying impacted customers, and will always be consistent with the Terms of Use.

9. Contact

For questions regarding this SLA, please contact: Xatabase, Inc. 584 Castro St #2144, San Francisco, CA 94114 or email: support@xata.io