Cloudera Service Level Agreement (SLA)
For Cloudera Data Lineage
Last Updated April 6, 2026
This Cloudera Service Level Agreement for Cloudera Data Lineage, formerly, Octopai (the “SLA”) describes Cloudera’s service level commitments with respect to availability of Cloudera Data Lineage (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/cloudera-data-lineage.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”).
Overview
Measure |
Metric |
Standard |
Description of SLA/Comments |
System Uptime |
Percentage of system availability |
99.95% uptime, excluding scheduled maintenance |
Measured per calendar month and excluding nine (9) off-Business Hours of maintenance per calendar quarter |
Support and Service Availability |
Support hours and channel |
Local Customer time zone Monday to Friday, 9 AM to 5 PM, via email |
Email response for general questions within 24 hours. See below response time on Issues. |
Response time for Issues |
Severity level 1 Response Time |
100% response Within twenty-four (24) hours |
Mission Critical - Inoperable: The software is non-functional, impeding the customer's ability to utilize the product. Priority level determined by Cloudera. |
|
Severity Level 2 Response Time |
100% response within five (5) Business Days |
Significant Impact - Major Impediment: A substantial issue hinders the customer's full utilization of the product. A provisional workaround may be provided pending complete resolution. |
|
Severity Level 3 Response Time |
100% response within thirty (30) Business Days |
Inconvenience - Minor Disruption: A minor disturbance affects the customer's interaction with the product, yet the customer retains access to the product's functions and capabilities. |
Major outage and Security Breach Communication |
Cloudera time to notify Customers |
Within twenty four (24) hours |
Upon identifying an issue hindering the customer's use of the product, Cloudera will promptly inform the customer's main contacts via email, emphasizing our commitment to practical communication and resolution efforts. |
| Metadata Refresh | Frequency | Metadata refresh frequency may be established at intervals ranging from weekly or less frequently | The process shall be configured and automated to facilitate metadata updates in accordance with the chosen frequency. |
Target Availability
Cloudera will use commercially reasonable efforts to make the Service available with an uptime of 99.5% of each calendar month (“Target Availability”).
Service Uptime will be calculated according to the following formula:
“Service Uptime” = ((Total Time – Service Downtime) / Total Time)) x 100
- “Total Time” means the total minutes in that calendar month.
- “Service Downtime” means the time in minutes that Customer could not access the Service during that calendar month, subject to the exclusions listed below.
- For the avoidance of doubt, ‘access’ to the Service means a User’s successful authentication and access to the user interface of the console for the Service.
Exclusion
- The calculation of Service Uptime will not include unavailability to the extent due to:
- Customer’s use of the Service in a manner not authorized in the TOS or in a manner that is inconsistent with the Documentation,
- General internet problems, force majeure events or other factors outside of Cloudera's reasonable control,
- Customer’s equipment, software, network connections or other infrastructure,
- Third party systems, acts or omissions, or (e) Scheduled Maintenance or reasonable emergency maintenance.
“Scheduled Maintenance” means Cloudera’s scheduled routine maintenance.
Scheduled Maintenance will not exceed twenty (20) hours per month and Cloudera will use commercially reasonable efforts to perform Scheduled Maintenance only in four (4) hour blocks of time on Saturday or Sunday.