UNIVERSAL TERMS
1. Service Availability 1.1. Nebius commits to provide Customer with the Service Uptime Percentage specified in Service Levels for specific Services. 1.2. This SLA applies only to the specific Services linked in this document and rendered only on a fee-paying basis, provided that Customer complies with AUP, Quotas, Limits and other technical restrictions established by Nebius. 1.3. In case of Unavailability, Customer shall send Nebius an Unavailability message, which shall contain: (a) message subject: “[name of a Service] _service unavailability _ Customer’s name”, (b) date and time when Service became unavailable, and (c) description of Service failure with a screenshot attached (if any). 1.4. Customer undertakes to follow Nebius’ instructions received in response to Customer’s message on Service Unavailability and immediately inform Nebius when access to Service is restored. 1.5. Customer undertakes to cooperate with Nebius to detect the source of Unavailability, eliminate it and restore the operation of Service. 2. Compensation 2.1. If Nebius does not meet the warranted Service Uptime Percentage, Customer will be eligible to receive Compensation. Service Level and amount of Compensation is determined for each Service separately. Customer must submit any claim for Compensation via Customer portal in Management Console no later than fourteen (14) calendar days after the end of the applicable Reporting Period, otherwise such claim shall be deemed waived. 2.2. Compensation amount depends on the actual Service Uptime Percentage and total cost of used Service in the applicable Reporting Period, when Unavailability was recorded. 2.3. Compensation amount for each Service will, under no circumstances, exceed the total cost of the Service usage in Reporting Period, when Unavailability was recorded. 2.4. To calculate Service Uptime Percentage in a Reporting Period, Nebius may use its own data in its sole discretion, if this data indicates commencing of Unavailability earlier than time specified by Customer in its Service Unavailability message. 2.5. Compensation is the sole and exclusive remedy and indemnification to Customer for Nebius’ failure to comply with the warranted Service Level. No other remedies, damages, or compensation shall be available to the Customer in connection with any such failure to meet the Service Levels, except as expressly provided herein. 2.6. Nebius will provide any Compensation only against future payments otherwise due from Customer. Compensation will discount the Service Fees in Reporting Period, in which Nebius calculated Compensation, and may not be used otherwise. The provision of Compensation implies no payment of funds to Customer. 2.7. Compensation is provided within thirty (30) calendar days from the end of Reporting Period, in which Unavailability occurred, and/or from when Customer sent a message to inform of the loss/damage of Customer’s Content in an accident caused by Nebius, which Nebius subsequently confirmed. If there are any disputes in respect to Service Uptime Percentage in Reporting Period, provision of Compensation may be extended up to sixty (60) calendar days. 2.8. If Customer’s Content is lost and/or damaged in an accident caused by Nebius, so long as Customer was not negligent and/or the damage was not caused by any third-party software, Customer will be granted Compensation based on the Customer’s message. In that case, amount of Compensation shall be capped at 100% of the Service Fee in Reporting Period, during which Customer’s Content was lost and/or damaged. To receive Compensation, Customer shall submit an email to Nebius support to inform of the loss or damage of Customer’s Content within thirty (30) calendar days from when Customer’s Content was lost or damaged, otherwise Customer waives its right for Compensation for Content’s loss/damage. 2.9. According to clause 2.1.9 of the Service Terms different versions of Services may be available to Customer depending on the Region. 2.9.1. The Service Levels in different Regions are equal, unless otherwise expressly stated in the Service Level of a specific Service. 2.9.2. If a Service cannot be selected for execution in a specific Region through the Management Console, such Service is considered unavailable in that Region and the Service Level Agreement shall not apply to such Service in that Region. 3. Exclusions 3.1. SLA does not apply to Unavailability caused by the following circumstances: (a) actions of Customer and/or third parties, including, but not limited to, the use of third-party equipment and/or software resulting in Unavailability of Service; (b) Planned Node Maintenance, Planned Cluster Upgrade or Emergency Works, in each case to the extent set out in clause 3.3; (c) a request of authorized governmental authorities in accordance with applicable laws; (d) Customer does not comply with the Agreement or AUP; (e) force majeure; or (f) Customer uses Services in breach of technical limitations and/or in excess of the established Quotas and Limits. 3.2. Nebius may interrupt the operation of any Service to perform Planned Node Maintenance, Planned Cluster Upgrade or Emergency Works. 3.3. The following applies to Service Downtime in connection with maintenance and Failure Recovery: 3.3.1. Unavailability caused by Planned Cluster Upgrade is excluded from Service Downtime, provided that Nebius has notified the Customer of such maintenance in accordance with clause 3.4. If Nebius fails to provide the required notice, the resulting Unavailability shall count towards Service Downtime; however, this shall not affect any other Compensation limitations or exclusions under this SLA or the Agreement. 3.3.2. Unavailability caused by Emergency Works and Planned Node Maintenance is excluded from Service Downtime up to a maximum of eight (8) hours per Reporting Period. Any Unavailability caused by Emergency Works and Planned Node Maintenance exceeding eight (8) hours in a Reporting Period shall count towards Service Downtime. 3.3.3. Failure Recovery is not excluded from Service Downtime. Where Nebius restores the affected Service on replacement capacity, only the period from commencement of the failure until the Service becomes Available on the replacement capacity shall count towards Service Downtime. Where Nebius does not provide replacement capacity, the entire period of Unavailability counts towards Service Downtime. 3.4. Nebius will notify the Customer of maintenance that interrupts the operation of a Service as follows: 3.4.1. For Planned Node Maintenance, Nebius will notify the Customer via the Management Console, requesting the Customer to stop and start the affected virtual machine, which relocates it to a healthy host. The Customer may perform the stop and start at its own pace; if the Customer does not do so within three (3) calendar days of the notice, Nebius will perform it automatically. For the avoidance of doubt, the period between delivery of the notice and commencement of the stop and start action does not constitute Unavailability or Service Downtime. 3.4.2. For Planned Cluster Upgrade, Nebius will notify the Customer no less than thirty (30) calendar days prior to commencement, by email or by posting the information (including the scheduled date and expected duration) in the Management Console. Because Planned Cluster Upgrade requires all affected resources to be released simultaneously, the scheduled date and time are set by Nebius and are not subject to rescheduling at the Customer’s request. The Customer may release its affected resources earlier than the scheduled time. 3.4.3. Emergency Works may be performed without prior notice, and Nebius will inform the Customer via the Management Console as soon as reasonably practicable. 3.5. Nebius is not responsible for any loss of, and/or damage to Customer’s Content which arises from Customer’s actions. 3.6. Nebius may refuse to provide Customer with Compensation, if Customer has Debts with payments for Services, until Debts are settled. 3.7. This SLA does not constitute a warranty or guarantee of uninterrupted service and shall not be construed to extend or enhance any warranties under the Agreement. Definitions “Compensation” means Grant issued by Nebius to Customer for breach of warranted Service Levels. “Emergency Works” means urgent, unplanned works to prevent or remedy accidents, failures, or other situations that compromise the safety, security, or performance of Platform or Service, which by their nature cannot be scheduled in advance. “Failure Recovery” means restoration of a Service following an unplanned failure of underlying hardware or infrastructure, including by relocating the affected workload to replacement capacity. “Maximum Service Uptime” means total number of minutes in Reporting Period subject to Section 3 “Exclusions”. “Planned Cluster Upgrade” means large-scale planned maintenance affecting a cluster, interconnect fabric, or infrastructure shared across multiple resources, which requires all affected resources to be released from operation at the same time and may cause an extended interruption. “Planned Node Maintenance” means scheduled maintenance performed on individual hosts or resources that may cause a limited interruption of one or more Services, which the Customer may accommodate at its own pace within the period specified in clause 3.4.1. “Service Availability and/or Service Level” means Service Uptime Percentage in Reporting Period warranted to Customer for a specific Service. “Service Downtime” means a period of Unavailability in Reporting Period (in minutes), which is determined on a basis of Nebius data on Unavailability of Services and/or as a period of time commencing from Unavailability message submitted by Customer to Nebius via the form in Management Console or by email till the moment of Service recovery. “Service Uptime Percentage” means a Maximum Service Uptime, minus the number of minutes of Service Downtime suffered from all Service Downtime periods in Reporting Period, divided by Maximum Service Uptime and multiplied on 100%. “Unavailability” (or “Service Unavailable”) refers to any period during which a Service is not operating as intended due to errors, failures, or significant performance degradation. The specific criteria for determining Unavailability are defined individually for each Service in Service Levels for Specific Services.SERVICE LEVELS FOR SPECIFIC SERVICES
The list of Services which provides Service Levels and links for Service Levels for specific Service are available at: https://docs.nebius.com/legal/sla-levelsWeb address: https://docs.nebius.com/legal/sla Publication date: September 15, 2026 Effective date: September 28, 2026 Previous version of the document: https://docs.nebius.com/legal/archive/sla-20250821 Previous version of the document: https://docs.nebius.com/legal/archive/sla-20250331 Previous version of the document: https://docs.nebius.com/legal/archive/sla-20241125