Loading content/handbook/engineering/infrastructure-platforms/service-level-agreement/_index.md +93 Changes for content/handbook/engineering/infrastructure-platforms/service-level-agreement/_index.md: 93 added lines, 0 removed lines. Original line number Diff line number Diff line Loading @@ -119,3 +119,96 @@ Once received, GitLab will then verify the claim against its own internal monito ### Credit eligibility Raise a request through [support.GitLab.com](https://support.gitlab.com) to check if you are eligible for credits caused by downtime. ## Hosted Runners for GitLab Dedicated Service Level Agreement - Availability Definition This service level agreement applies only to eligible customers using hosted runners for GitLab Dedicated. It does not apply to GitLab-hosted runners on GitLab.com or to GitLab Dedicated for Government. This service level agreement is separate from the service level agreement for a customer's GitLab Dedicated instance. Downtime for hosted runners for GitLab Dedicated does not count as downtime for the GitLab Dedicated instance. ### Service Availability Commitment for Hosted Runners GitLab commits to make hosted runners for GitLab Dedicated available with a Monthly Uptime Percentage of at least **99.9%** during each calendar month. Monthly Uptime Percentage is calculated separately for each GitLab Dedicated tenant and includes all stacks of hosted runners for GitLab Dedicated deployed for that tenant. ### Downtime Minute Definition for Hosted Runners A **"Downtime Minute"** occurs when hosted runners for GitLab Dedicated experience degraded availability, meaning **5% or more** of [Valid Jobs](#valid-job-definition-for-hosted-runners) that enter the pending state during that minute do not enter the running state on a hosted runner for GitLab Dedicated within five minutes. Jobs for a runner stack are excluded from the SLA calculation when the stack meets or exceeds the documented [runner stack concurrency limit](https://docs.gitlab.com/administration/dedicated/hosted_runners/#plan-runner-stack-concurrency). Downtime Minutes do not include any [Excluded Minutes](#excluded-minutes-for-hosted-runners) as defined in this document. ### Valid Job Definition for Hosted Runners A **"Valid Job"** is a CI/CD job that meets all of the following criteria: 1. The job is submitted by an authorized user or process in the GitLab Dedicated tenant. 1. The job is eligible to run on at least one stack of hosted runners for GitLab Dedicated deployed for the tenant, including matching supported runner tags and capabilities. 1. The job complies with documented usage limits. 1. The GitLab Dedicated tenant has enough allocated compute minutes for the job. 1. The job uses features of hosted runners for GitLab Dedicated that are generally available. 1. The job is not malicious and does not attempt to circumvent access controls or exploit security vulnerabilities. ### Excluded Minutes for Hosted Runners The following minutes are excluded from being counted as Downtime Minutes: 1. Scheduled maintenance windows that affect hosted runners for GitLab Dedicated. 1. Emergency maintenance necessary to address critical security or data integrity issues. 1. Force Majeure events or general Internet connectivity issues. 1. Issues caused by the customer's use of hosted runners for GitLab Dedicated in violation of the Terms of Service. 1. Issues caused by equipment, software, services, or configurations not provided or controlled by GitLab. 1. Features or services explicitly labeled as Alpha, Beta, or Preview. ### Calculating Monthly Uptime Percentage for Hosted Runners **"Monthly Uptime Percentage"** is calculated as: ```math \text{Monthly Uptime Percentage} = \frac{\text{Total Minutes in Month} - \text{Downtime Minutes}}{\text{Total Minutes in Month}} \times 100 ``` Where: 1. **"Total Minutes in Month"** = Total number of minutes in the calendar month. 1. **"Downtime Minutes"** = Total number of minutes in a calendar month when hosted runners for GitLab Dedicated met the Downtime Minute definition, excluding any Excluded Minutes. ### Service Credits for Hosted Runners If the Monthly Uptime Percentage falls below 99.9%, eligible customers may request Service Credits according to: | Monthly Uptime Percentage | Service Credit | | --- | --- | | 99.5% - <99.9% | 5% of the monthly commitment for hosted runners for GitLab Dedicated | | <99.5% | 10% of the monthly commitment for hosted runners for GitLab Dedicated | ### Credit Request Process for Hosted Runners To receive a Service Credit, an eligible customer must: 1. Submit a Support request at [support.gitlab.com](https://support.gitlab.com) within thirty (30) days after the end of the affected month. 1. Include all relevant information about when hosted runners for GitLab Dedicated were unavailable. 1. Provide reasonable detail about the attempted use of hosted runners for GitLab Dedicated. Once received, GitLab will verify the claim against its internal monitoring data and, if validated, issue Service Credits against the customer's next issued invoice. In no event shall an issued Service Credit result in a refund of fees to the customer. ### Credit Eligibility for Hosted Runners Raise a request through [support.gitlab.com](https://support.gitlab.com) to check if you are eligible for credits caused by downtime. Loading
content/handbook/engineering/infrastructure-platforms/service-level-agreement/_index.md +93 Changes for content/handbook/engineering/infrastructure-platforms/service-level-agreement/_index.md: 93 added lines, 0 removed lines. Original line number Diff line number Diff line Loading @@ -119,3 +119,96 @@ Once received, GitLab will then verify the claim against its own internal monito ### Credit eligibility Raise a request through [support.GitLab.com](https://support.gitlab.com) to check if you are eligible for credits caused by downtime. ## Hosted Runners for GitLab Dedicated Service Level Agreement - Availability Definition This service level agreement applies only to eligible customers using hosted runners for GitLab Dedicated. It does not apply to GitLab-hosted runners on GitLab.com or to GitLab Dedicated for Government. This service level agreement is separate from the service level agreement for a customer's GitLab Dedicated instance. Downtime for hosted runners for GitLab Dedicated does not count as downtime for the GitLab Dedicated instance. ### Service Availability Commitment for Hosted Runners GitLab commits to make hosted runners for GitLab Dedicated available with a Monthly Uptime Percentage of at least **99.9%** during each calendar month. Monthly Uptime Percentage is calculated separately for each GitLab Dedicated tenant and includes all stacks of hosted runners for GitLab Dedicated deployed for that tenant. ### Downtime Minute Definition for Hosted Runners A **"Downtime Minute"** occurs when hosted runners for GitLab Dedicated experience degraded availability, meaning **5% or more** of [Valid Jobs](#valid-job-definition-for-hosted-runners) that enter the pending state during that minute do not enter the running state on a hosted runner for GitLab Dedicated within five minutes. Jobs for a runner stack are excluded from the SLA calculation when the stack meets or exceeds the documented [runner stack concurrency limit](https://docs.gitlab.com/administration/dedicated/hosted_runners/#plan-runner-stack-concurrency). Downtime Minutes do not include any [Excluded Minutes](#excluded-minutes-for-hosted-runners) as defined in this document. ### Valid Job Definition for Hosted Runners A **"Valid Job"** is a CI/CD job that meets all of the following criteria: 1. The job is submitted by an authorized user or process in the GitLab Dedicated tenant. 1. The job is eligible to run on at least one stack of hosted runners for GitLab Dedicated deployed for the tenant, including matching supported runner tags and capabilities. 1. The job complies with documented usage limits. 1. The GitLab Dedicated tenant has enough allocated compute minutes for the job. 1. The job uses features of hosted runners for GitLab Dedicated that are generally available. 1. The job is not malicious and does not attempt to circumvent access controls or exploit security vulnerabilities. ### Excluded Minutes for Hosted Runners The following minutes are excluded from being counted as Downtime Minutes: 1. Scheduled maintenance windows that affect hosted runners for GitLab Dedicated. 1. Emergency maintenance necessary to address critical security or data integrity issues. 1. Force Majeure events or general Internet connectivity issues. 1. Issues caused by the customer's use of hosted runners for GitLab Dedicated in violation of the Terms of Service. 1. Issues caused by equipment, software, services, or configurations not provided or controlled by GitLab. 1. Features or services explicitly labeled as Alpha, Beta, or Preview. ### Calculating Monthly Uptime Percentage for Hosted Runners **"Monthly Uptime Percentage"** is calculated as: ```math \text{Monthly Uptime Percentage} = \frac{\text{Total Minutes in Month} - \text{Downtime Minutes}}{\text{Total Minutes in Month}} \times 100 ``` Where: 1. **"Total Minutes in Month"** = Total number of minutes in the calendar month. 1. **"Downtime Minutes"** = Total number of minutes in a calendar month when hosted runners for GitLab Dedicated met the Downtime Minute definition, excluding any Excluded Minutes. ### Service Credits for Hosted Runners If the Monthly Uptime Percentage falls below 99.9%, eligible customers may request Service Credits according to: | Monthly Uptime Percentage | Service Credit | | --- | --- | | 99.5% - <99.9% | 5% of the monthly commitment for hosted runners for GitLab Dedicated | | <99.5% | 10% of the monthly commitment for hosted runners for GitLab Dedicated | ### Credit Request Process for Hosted Runners To receive a Service Credit, an eligible customer must: 1. Submit a Support request at [support.gitlab.com](https://support.gitlab.com) within thirty (30) days after the end of the affected month. 1. Include all relevant information about when hosted runners for GitLab Dedicated were unavailable. 1. Provide reasonable detail about the attempted use of hosted runners for GitLab Dedicated. Once received, GitLab will verify the claim against its internal monitoring data and, if validated, issue Service Credits against the customer's next issued invoice. In no event shall an issued Service Credit result in a refund of fees to the customer. ### Credit Eligibility for Hosted Runners Raise a request through [support.gitlab.com](https://support.gitlab.com) to check if you are eligible for credits caused by downtime.
