ClickHouse Cloud Service Level Agreement
NOT FOR EDITING
Last updated: March 30, 2026
(prior versions available here)
This ClickHouse Cloud Service Level Agreement (“SLA”) sets forth the service level terms and conditions for ClickHouse Cloud customers (“you” or “your”) whose agreement governing the use of ClickHouse Cloud (the “Agreement”) or Order Form references this SLA. This SLA applies separately to each service (“Service”) that is configured with High Availability under your ClickHouse Cloud Account. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement. We may modify this SLA from time to time; provided that no such modification will result in a material diminution during an Order Form Term of the service level described in this SLA as of the Order Form Term’s start date.
ClickHouse Cloud Availability
ClickHouse will use commercially reasonable efforts to make each Service available with a Monthly Uptime Percentage set forth below during any calendar month (the “Availability Target”).
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.9% but equal to or greater than 99.0% | 5% |
| Less than 99.0% but equal to or greater than 95.0% | 10% |
| Less than 95.0% | 25% |
Service Credits are calculated as a percentage of the total ClickHouse Cloud Credits consumed by the affected Service in the applicable ClickHouse Cloud region for the calendar month in which the Availability Target was not met.
Service Credits are provisioned to the Organization with the Service in which the Availability Target was not met. Service Credits will not entitle you to any refund or other payment from ClickHouse. Service Credits will be applicable and issued only if the credit amount for the applicable calendar month is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Your sole and exclusive remedy for any failure of ClickHouse to meet the Availability Target is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
Example: Service Disruption (5% Service Credit)
A customer operates a ClickHouse Cloud Organization with an “example-dwh” service configured with High Availability (i.e., 2 replicas) in the AWS us-east-1 region. During the month of March 2026, that service experienced 90 minutes of cumulative unavailability due to a platform incident. The customer’s service in that region for the month consumed 12,000 ClickHouse Cloud Credits.
| ClickHouse Service | example-dwh |
|---|---|
| Region | AWS us-east-1 |
| Calendar Month | March 2026 (31 days) |
| Total Minutes in Month | 44,640 (31 × 24 × 60) |
| Unavailability (Minutes) | 90 minutes |
| Monthly Uptime Percentage | 99.798% ((44,640 – 90) / 44,640 × 100) |
| Applicable SLA Tier | Less than 99.9% but ≥ 99.0% |
| Service Credit Rate | 5% |
| Service Usage for Month (in ClickHouse Cloud Credits) | 12,000 ClickHouse Cloud Credits |
| Service Credit Amount | 600 (12,000 × 5%) ClickHouse Cloud Credits |
Service Credits are calculated as a percentage of the total ClickHouse Cloud Credits consumed by the affected Service in the applicable ClickHouse Cloud region for the calendar month in which the Availability Target was not met.
Service Credits are provisioned to the Organization with the Service in which the Availability Target was not met. Service Credits will not entitle you to any refund or other payment from ClickHouse. Service Credits will be applicable and issued only if the credit amount for the applicable calendar month is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Your sole and exclusive remedy for any failure of ClickHouse to meet the Availability Target is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.
Credit Request and Payment Procedures
To receive a Service Credit, you must
(1) open a support case with the ClickHouse Cloud Support within 24 hours of first becoming aware of an Unavailability incident and
(2) submit your claim and all required information by the end of the month immediately following the month in which the Availability Target was not met. Your claim requesting credit must include all of the following information:
- the words “SLA Credit Request” in the subject line;
- the dates and times of each Unavailability incident;
- the affected Service and account; and
- your supporting evidence that document the errors and corroborate your claim(s) of Unavailability (any confidential or sensitive information in such evidence should be removed or replaced with asterisks).
If the claim for failure to meet the Availability Target is confirmed by us, then we will issue the Service Credit to you during the next applicable billing cycle following the month in which your request is confirmed. Your failure to provide the credit request and other information as required above will disqualify you from receiving a Service Credit.
Exclusions
The Availability Target does not apply to Unavailability that is directly or indirectly caused by or results from: (i) any Force Majeure Event; (ii) services, hardware, or software provided by a third party over which we do not have direct control including, without limitation, the cloud platform services on which ClickHouse Cloud runs; (iii) your failure (or the failure of a third party acting on your behalf to) to follow the configuration and operational recommendations described in the Documentation including, without limitation, failure to properly use, scale or configure ClickHouse Cloud or to follow appropriate security practices; (iv) your equipment, software or other technology; (v) the suspension and termination of your right to use ClickHouse Cloud in accordance with the Agreement; (vi) Planned Downtime; or (vii) your use of ClickHouse Cloud in the “Fast Release” channel, your use of any features that are identified as “experimental” or similar, or any preview, pre-release, beta or trial version of ClickHouse Cloud.
Definitions
“Force Majeure Event” means any factor outside of ClickHouse’s reasonable control, including but not limited to acts of God, labor disputes or other industrial disturbances, systemic electrical, utility, or telecommunications failures, natural disasters, blockages, embargoes, public health emergencies (including pandemics and epidemics), acts or orders of government, acts of terrorism, civil unrest, riots, war, network intrusions or denial of service attacks, widespread internet or network outages, or other internet access, network, or device problems at your site or between your site and ClickHouse Cloud.
“High Availability” means a Service with at least two replicas as described in the Documentation.
"Monthly Uptime Percentage" for a given Service is calculated by subtracting from 100% the percentage of one-minute intervals during the calendar month in which the Service was Unavailable. If you have been running the Service for only part of the month, your Service is assumed to be 100% available for the portion of the month that it was not running.
“Planned Downtime” means any downtime for upgrade or service maintenance activities when scheduled by Customer or communicated to Customer via the ClickHouse Cloud UI or email to Customer’s Account administrator with at least 72 hours’ prior warning.
"Service Credit" means a one-time credit, calculated as set forth above, that is granted to an eligible, active ClickHouse Cloud Organization in accordance with this SLA. Each Service Credit is issued in ClickHouse Cloud Credits, which are each valued at $1 USD at list price.
"Unavailable" and “Unavailability” mean that multiple connection attempts to a running Service during a one-minute interval are unsuccessful.