I am on the journey of a fun certification of Oracle Cloud Infrastructure, 1Z0-1085-20 – Oracle Cloud Infrastructure Foundations 2020. Trying to make some useful notes as I prep, hopefully will be useful to someone on a similar journey.

Please do take advantage of oracle cloud free certifications available in your organisations to upskill appropriately.


SLA is a Service Level Agreement. An SLA is a financially-backed commitment to provide a minimum level of service to customers.

An SLA is generally defined as a number of nines for a particular month and a percentage credit. SLAs typically are written as 99.9% or also referred to as triple nines. Credits as a percentage, 10% credit, 25% credit, 100% credit. The SLAs are combinations which include tiers and definitions which cover these different nines and different percentages for the credits.

Monthly Uptime Percentage is calculated by subtracting from 100%, the percentage of minutes during the calendar month in which the service was unavailable. It’s always a month. You take out the number of minutes the service is unavailable, and that basically gives you the Monthly Uptime Percentage.

x=Number of minutes the service should be availabile
y= Number of minutes the service was unavailabile

Monthly Uptime Percentage = (x-y)/x * 100

What is an example of service unavailablility ?

Unavailablility means that there are no valid API calls that successfully perform an operation.

Sample combination of SLA :

99<x<100 —- 10% Service Credits

95> x <98 —- 25% Service Credits

x < 95% —- 100% Service Credits

The end user needs to calculate how many minutes the service was unavailable, calculate the percentage, and then further calculate the expected credits based on that.

How to request for credits ?

As a customer, you are responsible for monitoring your availability and so does the vendor or the cloud provider. You can log a request to Oracle, and then you work with Oracle to get these credits. Most importantly they have historical information about the target service and refer to the same to respond to your request. I am currently looking for more information on this topic.

Couple of key pointers

  • Customers need to file for the SLA claim and provide the supporting evidence of the SLA failure.
  • Claims for service credits must be filed by customers within 30 calendar days from when the issue occurred that caused the named Oracle Cloud Infrastructure Service not to meet the applicable Service Commitment. Oracle will use commercially reasonable efforts to process claims within 60 days of Oracle’s receipt of a claim.

Types of SLA’s

OCI offers SLAs covering performance, availability and manageability.


Availability basically also referred to as Data Plane — services are in operation with uptime and connectivity commitments. Data plane is about the usage of the resources. Every service has at least a date plane, SLA.


Manageability also refers to as Control Plane SLA, it basically means ability to manage, monitor, and modify OCI resources, in short administration of OCI resources.


The third one is performance where services consistently perform as expected.

Oracle Cloud Infrastruture Service Level Agreement has extensive detail info on this topic

Availability PerformanceManageability
ComputeCompute local
NVMe drive
Block VolumesBlock VolumesBlock Volumes
Object StorageNetworkDatabase
Fast Connect
Brief list of Resources covered by the 3D SLA plane

Oracle Support

OCI Status is available on the dashboard where you can view all the services listed by regions and confirm whether they are running or not running or if there is a prevalent incident affecting a particular service. Incident history worth 1 year is also displayed here.

If you’re using Support for the very first time, you have to trigger a set of steps. Beginning with, sign up for an Oracle Support account which is also referred to as My Oracle Support, MOS.

Oracle does not charge extra for Support, it is already part of your licensing agreement. You don’t pay that as you do with, let’s say, other cloud vendors, but you have to sign up for an Oracle Support account.

Customer– Support Identifier i.e. the CSI number, this is your unique identifier by which Oracle Support will engage with you on any support issues. So if you go to this particular link, you can see the different steps you have to follow to use support for the first time.

Only paid accounts can open service requests. Customers who are using Always Free resources are not eligible for Oracle Support. Limited support is available to Free Tier accounts with Free Trial credits. You have to change convert these into a pay-as-you-go account, and then you can access Support.

There are four or five different things you can you Support requests for.

  • Resolve Technical Issues – Cloud Customer Connect
  • Unlock / Reset / Change Account for Tenancy Administrator
  • Service Limit Increases

What do you primarily need while raising a Support request ?

  • Customer Support Identifier
  • OCID – Unique Account Identifier
  • Tenancy OCID
  • Resource OCID