SLA

RESCALE SERVICE LEVEL AGREEMENT

1. Definitions

  • CSP: Cloud Service Provider e.g., Amazon Web Services, Microsoft Azure, Google Cloud Platform, Oracle Cloud, etc.
  • CSP Infrastructure: means the hardware resources (such as CPU cores, memory and network bandwidth) and operating systems and other associated software operated by a CSP or other entity (including Customer). CSP Infrastructure includes “bare metal” as well as virtual hardware, “on-premises” hardware (e.g., on the premises of Customer or a third party) and third-party cloud platforms controlled by or on behalf of Customer.
  • CSP Error: means a failure of underlying CSP Infrastructure, including but not limited to insufficient capacity.
  • Customer Error: means Customer’s use of the Rescale Platform in a manner not authorized in the Agreement or Documentation including but not limited to improper Customer configuration.
  • Credit: A credit equal to the amount calculated in Section 4.
  • Licensed Application Software: means the computer programs which allow Customer to run Jobs on the Rescale Platform. Licensed Application Software includes software uploaded onto the Rescale Platform by Customer, as well as commercial off-the-shelf and open-source software provided by ISVs and/or Rescale and installed on the Rescale Platform.
  • Maintenance: means Rescale’s scheduled or emergency maintenance conducted in accordance with its Maintenance Procedures.
  • Maintenance Procedures: means Rescale’s internal platform Maintenance schedule and processes.
  • Platform Availability: means The ability for a Customer to access the Rescale Platform and data via the API or Rescale Platform interface. Platform Availability does not guarantee availability of Cloud Infrastructure Services.
  • Platform Availability %: means the difference between Calendar Minutes and Unavailable Minutes, divided by Calendar Minutes, rounded down. “Calendar Minutes” are the total number of minutes in the applicable quarterly period.  “Unavailable Minutes” are minutes where Customer Data on the Rescale Platform is unavailable. During minutes where Customer accounts are inactive (no valid operation is attempted), this period of time does not count towards Unavailable Minutes. 
  • Rescale-Managed Cloud Infrastructure Services: means CSP infrastructure procured and managed through Rescale; typically compute and storage services. Does not refer to the Rescale Platform itself.
  • Rescale Platform: means Rescale’s cloud-based, high-performance computing environment which enables customers to run Jobs that involve the execution of Licensed Application Software on CSP Infrastructure.
  • Target Availability %: 99.9% Platform Availability for the Rescale Platform in a given calendar quarter.

2. Service Levels

Rescale will use commercially reasonable efforts to make the Rescale Platform available at or above Target Availability.

3. Monitoring

Rescale will provide, or make available upon request, reports showing the Platform Availability %  for each calendar quarter measured against Target Availability.

4. Credit

If Rescale fails to meet Target Availability in a given calendar quarter, and Customer submits a written request within 30 days of the end of that quarter, Rescale will issue a Credit up to a maximum of 10% of Customer’s Quarterly Usage Spend. “Quarterly Usage Spend” means the total spend incurred by Customer in the applicable calendar quarter for Customer’s usage of a licensed Rescale product license (excluding supporting infrastructure). Support Credits will be added to the applicable Customer account. Credits will not extend the Deposit Period or be refunded if unused, and will only apply if the Customer’s account is in good standing.  For purposes of calculating any Credit, the difference between the Target Availability % and the actual Platform Availability % for the quarter will be rounded down to the nearest whole percent. 

Service Level Credit Calculation:

Rescale Credit = (Target Availability %  – actual Platform Availability %) * Quarterly Usage Spend

Examples for the Target Availability % of the Rescale Platform

Actual Platform Availability %Credit of Quarterly Usage Spend
98%1%
94%5%
≤ 90%10%

The Credits described in this Section 4 are Customer’s sole and exclusive remedies, and Rescale’s entire liability, for failure to meet Target Availability.

5. Cloud Infrastructure Services

Cloud Infrastructure Services from Amazon Web Services, Microsoft Azure, Google Cloud Platform, or Oracle Cloud purchased through and managed by Rescale are subject to their respective Service-Level Agreements (which may cover certain CSP Errors). When feasible, Rescale will pass-through these CSP SLAs to Customer and remediate Cloud Infrastructure Service failures on Customer’s behalf.

6. Exclusions

Rescale will have no liability for any failure to meet the Target Availability to the extent arising from: (A) Customer Errors or CSP Errors; (B) Customer-managed software, commands, services or systems (e.g. customer-managed license servers); (C) general Internet problems, Force Majeure events, or other factors outside Rescale’s reasonable control, (D) Trials and Beta or other free or evaluation use, or (E) Maintenance.

Last updated August 20, 2025. For earlier versions please send a request to [email protected] (with “SLA request” in subject line).

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