Neo4j Aura Service Level Agreement

Last Updated: October 24, 2025 | Archive

This Neo4j Aura Service Level Agreement (“SLA”) describes Neo4j’s service level policies for its customers of the Aura software-as-a-service offering (“Aura”). This SLA sets forth Neo4j’s service level terms and conditions, as well as a description of Neo4j’s service levels. Capitalized terms not defined herein have the definition set forth in the agreement between Neo4j and Customer (“Cloud Agreement”). Neo4j may update this SLA from time to time provided that such updates shall be designed to enhance and not materially diminish the SLA.

  1. AuraDB & AuraDS.
    1. Definitions.
      1. “High Availability” means the deployment is running with a cluster across at least three (3) availability zones.
      2. “Monthly Uptime Percentage” is calculated by subtracting from 100 the percentage of minutes during a full calendar month in which Aura was Unavailable. Monthly Uptime Percentage measurements exclude Unavailability resulting directly or indirectly from Exclusions.
      3. “Service Credit” is a monetary credit, calculated as set forth below, that Neo4j may credit back to an eligible account.
      4. “Monthly Subscription Fee” means (i) 1/12th of the annual Subscription Fee; (ii) 1/12th of the annual prepaid Aura credits (as set forth in the applicable Order Form), or (iii) the monthly invoiced amount for Customer’s Aura consumption; in each case, for the deployment that was unavailable and for which the Service Credit is being applied. For annual and prepaid subscriptions, the Monthly Subscription Fee shall not include any amounts owed in the applicable calendar month for usage in excess of the amount purchased under the applicable Subscription.
      5. “Unavailable” and “Unavailability” means that an applicable deployment has no external connectivity.
    2. Availability Target. Neo4j will use commercially reasonable efforts to meet the identified Availability Target for Customer’s Aura instance during any full calendar month (the “Aura Availability Target”). In the event Neo4j does not meet the Aura Availability Target, Customer will be eligible to receive Service Credits as described below.
      Product and Tier Availability Target High Availability Configuration Monthly Uptime Percentage
      AuraDS Professional Not Offered Single-zone (AZ) Configuration N/A
      AuraDS Enterprise Not Offered Single-zone (AZ) Configuration N/A
      AuraDB Free Not Offered Single-zone (AZ) Configuration N/A
      AuraDB Professional Not Offered Single-zone (AZ) Configuration N/A
      AuraDB Business Critical 99.95% Multi-zone (AZ) Configuration At least 99.95%
      AuraDB Virtual Dedicated Cloud 99.95% Multi-zone (AZ) Configuration At least 99.95%
    3. Service Credits. Service Credits are calculated as a percentage of the applicable Monthly Subscription Fee for the affected Aura instance, in accordance with the schedule below.
      Monthly Uptime Percentage Service Credit Percentage
      Less than 99.95 but equal to or greater than 99.0 10
      Less than 99.0 25

      Neo4j will apply any Service Credits against future Aura fees otherwise due from Customer. Service Credits will not entitle Customer to any refund or other payment from Neo4j. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account of Customer, or transferred to any third party. Unless otherwise provided in the Cloud Agreement, Customer’s sole and exclusive remedy for any Unavailability, nonperformance, or other failure by Neo4j to provide Aura, is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

  2. CREDIT REQUEST AND PAYMENT PROCEDURES.

    1. To receive a Service Credit, Customer must submit a claim by opening a ticket with the Neo4j Support Center via the Support Portal. To be eligible, the credit request must be received by Neo4j within sixty (60) days of the calendar month in which the Unavailability incident occurred, and must include:

      • the words “SLA Credit Request” in the subject line;
      • the dates and times of each Unavailability incident claimed by Customer;
      • the affected account; and
      • Customer’s request logs that document the errors and corroborate Customer’s claim(s) of Unavailability outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

    2. If the Monthly Uptime Percentage of such request is confirmed by Neo4j and is lower than the Aura Availability Target, then Neo4j will issue the Service Credit to Customer during the next applicable billing cycle following the month in which Customer’s request is confirmed by Neo4j. Subscriber’s failure to provide the request and other information as required above will disqualify Customer from receiving a Service Credit.

  3. SLA EXCLUSIONS.

    The Aura Availability Target does not apply to any Unavailability: (i) that results from a suspension or termination of Customer’s access to Aura in accordance with the applicable Cloud Agreement (ii) caused by factors outside of the reasonable control of Neo4j, including any force majeure event or Internet access or related problems; (iii) that result from any actions or inactions of Customer or any third party; or (iv) that result from Customer’s equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within Neo4j’s direct control) (collectively, the “Exclusions”). If availability is impacted by factors other than those used in Neo4j’s Monthly Uptime Percentage calculation, then Neo4j may issue a Service Credit considering such factors at its discretion.