Neo4j Aura Service Level Agreement

Effective Date: September 4, 2024

This Neo4j Aura Service Level Agreement (“SLA”) is the primary document used to communicate Neo4j’s service level policies to customers of AuraDB Virtual Dedicated Cloud and AuraDS Enterprise (each, a “Subscriber”), who have purchased the right to use Neo4j AuraDB and AuraDS Enterprise (“Aura”) under a subscription (“Subscription”). This SLA sets forth Neo4j’s service level terms and conditions, as well as provides a description of Neo4j’s service levels. Capitalized terms not defined herein have the definition set forth in the agreement between the applicable Neo4j entity and Subscriber, pursuant to which Subscriber purchased a subscription (“Terms of Service”). This SLA applies separately to each of Subscriber’s accounts with AuraDB and AuraDS. Neo4j reserves the right to change the terms of this SLA in accordance with the Terms of Service.

I. AuraDB Virtual Dedicated Cloud Service Level

1. Availability Target

Neo4j will use commercially reasonable efforts to make Aura available to deployments configured with High Availability with a Monthly Uptime Percentage of at least 99.95, in each case during any full calendar month (the “Aura Availability Target”) during the term of the Subscription. In the event Neo4j does not meet the Aura Availability Target, Subscriber will be eligible to receive a Service Credit as described below.

2. Definitions

“High Availability” means the deployment is running with a cluster across at least three (3) availability zones.

“Monthly Uptime Percentage” is calculated by subtracting from 100 the percentage of minutes during a full calendar month in which the Aura was Unavailable. Monthly Uptime Percentage measurements exclude Unavailability resulting directly or indirectly from Exclusions.

“Service Credit” is a monetary credit, calculated as set forth below, that Neo4j may credit back to an eligible account.

“Monthly Subscription Fee” means the 1/12th of (i) the annual Subscription fee or (ii) the annual PrePaid Committed Spend (as set forth in the applicable Order Form), in each case, for the deployment that was unavailable and for which the Service Credit is being applied. For annual Subscriptions, the Monthly Subscription Fee shall not include any amounts owed in the applicable calendar month for usage in excess of the Resources purchased under the applicable Subscription. For PrePaid Subscriptions, the Monthly Subscription Fee shall not include any amounts owed in the applicable calendar month for usage of Resources in excess of 1/12 of the annual PrePaid Committed Spend.

“Unavailable” and “Unavailability” means that an applicable deployment has no external connectivity.

3. Service Credits

Service Credits are calculated as a percentage of the applicable Monthly Subscription Fee, in accordance with the schedule below.

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

Neo4j will apply any Service Credits against future Aura fees otherwise due from Subscriber. Service Credits will not entitle Subscriber to any refund or other payment from Neo4j. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other Subscriber account, or transferred to any third party. Unless otherwise provided in the Terms of Service, Subscriber’s sole and exclusive remedy for any Unavailability, nonperformance, or other failure by Neo4j to provide Aura, is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

4. Credit Request and Payment Procedures

To receive a Service Credit, Subscriber must submit a claim by opening a ticket with the Neo4j Support Center via the Support Portal. To be eligible, the credit request must be received by Neo4j before the end of the second month following the applicable Unavailability, and must include:
  • the words “SLA Credit Request” in the subject line;
  • the dates and times of each Unavailability incident claimed by Subscriber;
  • the affected account; and
  • Subscriber’s request logs that document the errors and corroborate Subscriber’s claim(a) of Unavailability outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such request is confirmed by Neo4j and is lower than the Aura Availability Target, then Neo4j will issue the Service Credit to Subscriber during the next applicable billing cycle following the month in which Subscriber’s request is confirmed by Neo4j. Subscriber’s failure to provide the request and other information as required above will disqualify Subscriber from receiving a Service Credit.

5. Exclusions

The Aura Availability Target does not apply to any Unavailability: (i) that result from a suspension or termination of Subscriber’s access to Aura in accordance with the applicable Terms of Service; (ii) caused by factors outside of the reasonable control of Neo4j, including any force majeure event or Internet access or related problems; (iii) that result from any actions or inactions of Subscriber or any third party; (iv) that result from Subscriber’s equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Neo4j’s direct control); or (v) that result from any scheduled maintenance of Aura (collectively, the “Exclusions”). If availability is impacted by factors other than those used in Neo4j’s Monthly Uptime Percentage calculation, then Neo4j may issue a Service Credit considering such factors at its discretion.

II. AuraDS Enterprise Service Level

No Service Level Terms and Conditions are in place for AuraDS Enterprise Subscriptions

Updated January 5, 2022