Cloudera Service Level Agreement
For Cloudera on Cloud
Last Updated November 5, 2025
This Cloudera Service Level Agreement for Cloudera on cloud (the “SLA”) describes Cloudera’s service level commitments with respect to availability of Cloudera on cloud (the “Service”). This SLA may be updated by Cloudera from time to time upon written notice, which notice for this purpose may be provided via email, by updating the SLA within the Service or by posting an updated version of this SLA at: https://www.cloudera.com/legal/terms-and-conditions/cdp-public-cloud-sla.html. Any updates will be effective on the date that Cloudera first provides notice of such updates via any means.
Capitalized terms not defined in this SLA have the meaning given to them in the Cloudera Online Services Terms of Service available at: https://www.cloudera.com/legal/terms-and-conditions/cloudera-online-services-terms.html, including any policies or terms incorporated therein by reference (the “TOS”).
1. DEFINITIONS. As used in this SLA, the following terms have the meanings set forth below. Other terms may be defined in the context of their use elsewhere in this SLA or in the TOS.
1.1 “Applicable Monthly Credits” means the total Cloudera cloud credits (“Credits”) consumed by Customer in connection with its use of the Service in a Month in which there is an SLA Failure.
1.2 “Cloudera Management Console” is the administrative service layer of Cloudera on cloud through which Customer’s administrators can manage, monitor, and orchestrate all other Cloudera on cloud services from a single control plane, as further described in Cloudera’s published documentation for the Service (the “Documentation”).
1.3 “Downtime” means the total minutes the Service is unavailable in a Month. A minute will be considered “unavailable” if it is part of a span of five (5) minutes or more during which all of Customer’s continual attempts to access the Cloudera Management Console fail. Downtime does not include partial minutes of unavailability.
1.4 “Month” means a Cloudera billing month, which is the period beginning on the 26th day of a calendar month and ending on the 25th day of the following calendar month.
1.5 “Monthly Uptime Percentage” is the result of the following calculation: Total Month Minutes less Downtime divided by Total Month Minutes.
1.6 “Total Month Minutes” means the total minutes in a Month.
2. TARGET AVAILABILITY. Cloudera will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 99.9% (the “Target Availability”).
3. SLA FAILURES AND SLA CREDITS. If a Customer’s ability to use the Service fails to meet the Target Availability in a given Month (an “SLA Failure”), then, subject to the terms and conditions of Sections 4 and 5 below, as Customer’s sole and exclusive remedy for such SLA Failure, Cloudera will apply the applicable number of Credits as set forth in Table A below (“SLA Credits”) toward Customer’s usage of the Service in the Month following the Month in which Cloudera approves a Customer claim of an SLA Failure. SLA Credits may not be exchanged for, or converted to, monetary amounts. SLA Credits will not entitle Customer to any refund or any other payment from Cloudera. These SLA Credits must be used by the end of the Month that is two (2) Months after the Month in which they are available for use (for example, if the SLA Credits are made available to Customer on June 15th, they must be used by August 25th). Any unused SLA Credits will be forfeited.
Table A - SLA Credits based on Monthly Uptime Percentage
Monthly Uptime Percentage |
SLA Credits |
Under 99.9% but greater than or equal to 99.0% |
10% of the Applicable Monthly Credits |
Under 99.0% but greater than or equal to 95.0% |
15% of the Applicable Monthly Credits |
Under 95.0% |
25% of the Applicable Monthly Credits |
Example Calculation – In a certain Month, the Monthly Uptime Percentage for a particular customer is 98%. In such Month, this customer consumed 2,000 Credits. If this customer submits a claim for an SLA Failure in accordance with this SLA, and Cloudera approves such claim, then Cloudera will apply 300 (2,000 x 15%) SLA Credits toward Customer’s usage of the Service in the Month following the Month in which Cloudera approved the claim.
4. SLA CLAIMS PROCESS.
4.1 To be eligible to receive SLA Credits in connection with an SLA Failure, Customer must:
(a) notify Cloudera within twenty-four (24) hours of experiencing any Downtime event by logging a support ticket with Cloudera in the Cloudera support portal;
(b) submit a claim to Cloudera regarding the alleged SLA Failure (an “SLA Claim”) by logging a support ticket with Cloudera in the Cloudera support portal within one (1) Month from the end of the Month in which Customer claims the SLA Failure occurred,
(c) include with such SLA Claim, (i) information identifying support tickets previously logged with Cloudera in accordance with Section 4.1(a) above that relate to the alleged SLA Failure and (ii) the amount of SLA Credits Customer is claiming for the Month; and
(d) reasonably cooperate with Cloudera in Cloudera’s review, investigation and processing of the SLA Claim.
4.2 Cloudera will evaluate information reasonably available to it regarding the SLA Claim and will determine whether or not SLA Credits are owed to Customer in accordance with this SLA within thirty (30) business days of its receipt of the SLA Claim.
5. EXCLUSIONS.
5.1 Scheduled Maintenance
Cloudera performs maintenance of, and implements changes and updates to, the Service on a continual basis, generally with no impact to the availability of the Service. If, however, Cloudera anticipates that maintenance activity may impact the availability of the Service, Cloudera will use commercially reasonable efforts to provide Customer with notification at least seventy-two (72) hours in advance of such maintenance activity, except that, in the case that Cloudera identifies a critical security issue requiring immediate attention, Cloudera may, in its discretion, perform the necessary maintenance activities with less advance notice in order to promptly address the critical security issue (“Scheduled Maintenance”). With such notice, Cloudera will make efforts to provide Customer with basic information regarding the expected impact of Scheduled Maintenance, if any, as well as the start time and expected duration of the Scheduled Maintenance. Cloudera will make commercially reasonable efforts to limit Scheduled Maintenance to a maximum of four (4) hours in duration. For these purposes, Cloudera may provide notice of Scheduled Maintenance by email, by presenting such notice to Customer within the Service or by other reasonable means aimed at providing Customer information about an upcoming Scheduled Maintenance.
Any unavailability of the Service due to Scheduled Maintenance will not be considered Downtime under this SLA.
5.2 Other Exclusions.
5.2.1 Cloudera will have no liability for any failure to meet Target Availability to the extent that such failure arises from:
(a) use of the Service by Customer other than (i) as authorized under Customer’s agreement with Cloudera governing Customer’s access to and use of the Service (the “Governing Agreement”) or (ii) as set forth in applicable Documentation;
(b) use of products, services and/or systems not provided to Customer by Cloudera (for example, hardware, software or services procured separately by Customer, including without limitation, identity management and authentication systems and services, and cloud infrastructure environments for Customer workloads);
(c) factors outside of Cloudera’s reasonable control (including, but not limited to, natural disaster, war, acts of terrorism, pandemics, government action, or Internet access);
(d) evaluation, trial or proof of concept use of the Service;
(e) preview features to which Cloudera may provide Customer with access for evaluation or beta testing purposes;
(f) Cloudera’s suspension and/or termination of Customer’s right to access or use the Service in accordance with the Governing Agreement;
(g) actions taken or not taken by Customer within its Service account, such as actions related to permissions, network access, quotas or resource availability within the Workload Environment, including Customer workload accounts therein, which may impact the functionality of the Service;
(h) Customer’s use of the Service after Cloudera has advised Customer to modify, alter or suspend its use of the Service, if Customer did not comply with the actions that Cloudera advised the Customer to take; or
(j) any action performed by Customer with the intent of disrupting the Service or defeating access controls implemented by Cloudera within the Service (including, without limitation, unauthorized penetration or other testing of the Service).
5.2.2 Cloudera has no responsibility under this SLA for the availability of, or any issues related to, the Workload Environment (as defined in the TOS) or any Customer workload accounts in the Workload Environment.
5.2.3 Cloudera has no responsibility under this SLA for the availability of, or any issues related to, Cloudera Taikun on cloud.