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Shoal Platform Service Level Agreement

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Shoal Platform Service Level Agreement (SLA)

1. Service Overview

This Service Level Agreement (ā€œAgreementā€) describes the service levels and support commitments for Shoal (ā€œthe Serviceā€). The Service provides container orchestration and related cloud-native capabilities to multiple tenants in a shared infrastructure environment.

2. Service Commitments

2.1 Service Availability

The Service commits to an uptime of 98.36% measured on a yearly basis, which allows for a maximum of 48 hours (2 days) of downtime per year. This commitment excludes scheduled maintenance windows.

Calculation: (Total Minutes in Year - Downtime Minutes) / Total Minutes in Year Ɨ 100

2.2 Resource Guarantees

Each tenant namespace is guaranteed the following resources:

  • Compute: 2 CPU cores
  • Memory: 2GB RAM
  • Storage: 30GB SSD persistent storage

2.3 Platform Services

The following platform services are included:

  • Managed Platform & Access, see Rancher & Zero Trust
  • Load-balanced ingress controllers, see Ingress
  • Automated TLS certificate management and renewal, see cert-manager
  • GitOps functionality, see GitOps
  • Secret Management, see Sealed Secrets
  • Observability stack:
  • Serverless container deployment via Knative, see Knative
  • Optional service mesh implementation (upon request), see Istio

3. Service Exclusions

The following are excluded from SLA calculations:

  • Scheduled maintenance (announced 12 hours in advance)
  • Issues caused by tenant applications or misconfigurations
  • Exceeding resource quotas
  • Network issues outside the platformā€™s control

4. Support Response Times

4.1 Incident Priority Levels

  • P1 (Critical): Service unavailable - Response within 2 hour
  • P2 (High): Service degraded - Response within 4 hours
  • P3 (Medium): Non-critical component failure - Response within 8 hours
  • P4 (Low): General inquiries - Response within 24 hours

4.2 Maintenance Windows

Scheduled maintenance will be performed during the following windows:

  • Regular maintenance: Sundays 00:00-05:00 GMT+1
  • Emergency maintenance: As required, with best-effort notification

5. Tenant Responsibilities

Tenants are responsible for:

  • Managing their application deployments
  • Monitoring resource usage within allocated quotas
  • Maintaining security of their credentials and access tokens
  • Backing up application-specific data
  • Following platform security guidelines

6. Monitoring and Reporting

6.1 Service Metrics

The following metrics will be monitored and made available:

  • Platform uptime
  • Resource utilization
  • Response times
  • Error rates

7. Terms and Termination

This SLA is part of the main service agreement and may be updated with 30 days notice. All changes will be communicated to tenants in writing.

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