To appreciate what has changed, it’s important to understand how cloud services are built. The vast majority of cloud services have two major components: 1) a “control plane” which is comprised of the API, provisioning system, database, etc; and 2) a “data plane” which is the actual resources that get provisioned via the control plane – in this case, cloud servers. (If you have a networking background, control and data planes may sound familiar.)
These components have different availability characteristics. It’s quite possible for the control plane to be down while the data plane is up (e.g. you can’t add servers because the API is down but your hosted web site is still up) as well as the data plane be down and the control plane up (e.g. the host running your web server crashes but you can create a replacement cloud server via the API).
Historically we have only guaranteed the Cloud Servers data plane and the new SLA adds control plane guarantee as well. This is meaningful for a couple of reasons:
While SLAs are important, they are more than legalese to us. They are promises we make to our customers. It’s part of how we deliver Fanatical Support. We hate downtime and we work hard every day to keep our promises and provide you with a powerful and reliable platform so you can do what you do great. Thanks for being a customer, and we hope the new SLA gives you even more confidence in Cloud Servers and OpenStack.