Temporal Cloud

Service Level Agreement

Version Date: September 15, 2026

This Service Level Agreement (the “SLA”) is incorporated into and forms part of the Terms of Service or other related agreement between Temporal Technologies Inc. (“Temporal”) and Customer (together with this SLA and any Order(s) between the Parties, the “Agreement”) and applies to Customer’s access to and use of the Services during the applicable Subscription Term. Capitalized terms used but not defined in this SLA have the meanings given to them in the Agreement.

  1. Service Level Commitments. For Temporal Cloud Services, Temporal will use commercially reasonable efforts to ensure the Services meet the following service level commitments (“Service Level Commitment”) for each Namespace:

    1. Temporal Cloud - Standard Single Region Namespace Deployment: 99.9%

    2. Temporal Cloud – Same Region Replication, Multi-Region, or Multi-Cloud Namespace Deployment: 99.99%

      "Namespace" is a unit of isolation within the Temporal platform.

  2. Calculations.

    1. Service Level Commitment.

      For each five (5)-minute interval, "Availability" for a provisioned Namespace means the percentage of Requests for that Namespace that do not result in a Service Error (as defined in Section 2(c)), calculated as:

      ▎ Availability = [1 − (count of Service Errors ÷ count of Requests)] X 100%

      "Requests" means all calls to the APIs listed in Section 2(b) that arrive at the applicable provisioned Namespace during the interval. If no Requests are made during a given five (5)-minute interval, Availability for that interval is deemed to be one hundred percent (100%).

      The Service Level Commitment for a Namespace is the arithmetic mean of the Availability for all five (5)-minute intervals in the applicable monthly billing cycle. Each interval is weighted equally, regardless of the number of Requests made during that interval.

      For current system status and information about recent incidents, see https://status.temporal.io/.

    2. APIs. Requests to the following APIs are used to calculate the Service Level Commitment:

      1. StartWorkflowExecution,
      2. SignalWorkflowExecution,
      3. SignalWithStartWorkflowExecution.

    3. Service Errors. "Service Error" means an error returned in response to a Request that is attributable to the Temporal Cloud service, including the UNAVAILABLE gRPC status code. Only Service Errors count against the Service Level Commitment. The following errors are not Service Errors and are not counted against the Service Level Commitment, in each case:

      1. "ClientVersionNotSupported",
      2. "InvalidArgument",
      3. "NamespaceAlreadyExists",
      4. "NamespaceInvalidState",
      5. "NamespaceNotActive",
      6. "NamespaceNotFound",
      7. "NotFound",
      8. "PermissionDenied",
      9. "QueryFailed",
      10. "RetryReplication",
      11. "StickyWorkerUnavailable",
      12. "TaskAlreadyStarted",
      13. "Throttling (resources exhausted; triggers retry)",
      14. "WorkflowExecutionAlreadyStarted", and
      15. "WorkflowNotReady".

  3. Service Credits. If the monthly Service Level Commitment for a Namespace is not met, then Customer is eligible to receive Credits (“Service Credit”) as set forth below:

Standard Single Region Namespace Deployment

  • Less than 99.9% but greater than or equal to 99.0%: 10% of monthly Usage Fees for the applicable Namespace
  • Less than 99.0% but greater than or equal to 95.0%: 25% of monthly Usage Fees for the applicable Namespace
  • Less than 95.0%: 100% of monthly Usage Fees for the applicable Namespace

Same Region Replication Multi-Region, or Multi-Cloud Namespace Deployment

  • Less than 99.99% but greater than or equal to 99.0%: 10% of monthly Usage Fees for the applicable Namespace
  • Less than 99.0% but greater than or equal to 95.0%: 25% of monthly Usage Fees for the applicable Namespace
  • Less than 95.0%: 100% of monthly Usage Fees for the applicable Namespace

“Usage Fees” are the monthly Action and Storage Fees as specified in the applicable ordering document paid by Customer for the applicable Namespace.

  1. Service Credit Request. A "Downtime Event" occurs in any month in which Temporal does not meet the applicable monthly Service Level Commitment for a Namespace. To receive a Service Credit, Customer must submit a written request to Temporal within thirty (30) days after a Downtime Event, with sufficient detail for Temporal to validate the claim (including, but not limited to, Namespace error times, SDK and version, specific error codes, or other connectivity issues encountered). Temporal will review all requests and notify Customer in writing of any awarded Service Credits. Service Credits are Customer’s sole and exclusive remedy for Downtime Events and will be applied as credits against subsequent payments owed by Customer. No refunds or cash value will be given for unused Service Credits. Service Credits may not be transferred or applied to any other Temporal account or Order. Any Credits provided to Customer as Service Credits will be consumed prior to any other Credits applicable to such Namespace. The maximum Service Credits applied to any invoice will not exceed 100% of the amount invoiced for the affected Service in that billing period.

  2. Exclusions. Service Level Commitment calculations exclude any downtime resulting directly or indirectly from: (i) factors outside Temporal’s reasonable control, including, but not limited to, Force Majeure events, internet access, third-party software, systems, applications, or utilities, or other related problems beyond Temporal's demarcation point; (ii) any action or inaction by Customer or any third party, including scaling of provisioned capacity, misconfiguring security or credential settings, disabling encryption keys, or making encryption keys inaccessible; (iii) Customer's failure to follow best practices described in the Documentation; (iv) Customer’s or any third party's equipment, software, or other technology, other than third party equipment within Temporal’s direct control; (v) suspension or termination of Customer’s right to use the Services in accordance with the Agreement; or (vi) routine scheduled maintenance or reasonable emergency maintenance.

  3. Support Incident Response Times

Essentials/Developer Business Enterprise Mission Critical
P0: 1 business day P1: 1 business day P2: 1 business day P3: 2 business days P0: 2 business hours P1: 2 business hours P2: 1 business day P3: 2 business days P0: 30 minutes P1: 1 business hour P2: 4 business hours P3: 1 business day P0: 15 minutes P1: 1 business hour P2: 4 business hours P3: 1 business day
  1. Support Availability
Essentials/Developer Business Enterprise Mission Critical
P0–3: 9–5 Mon–Fri P0–3: 9–5 Mon–Fri P0: 24×7 P1–3: 9–5 Mon–Fri P0: 24×7 P1: 9-5, 7 days/week P2–3: 9-5 Mon–Fri