SLA terms for 159 cloud and SaaS vendors: uptime commitments, claim windows, credit policies, and error budgets. No account required.

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Category Uptime Claim Window SLA Score Remedy Type Claim Method Support Tier Max Credit Cap Auto-Credit Exclusion Count

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Vendor	Category	Uptime	Window	Score	Remedy	Claim method	Support tier	Max credit	Auto-credit	Exclusions
Alibaba Cloud	Cloud Infrastructure	99.975%	60d	97 · Vendor-Friendly	Credit	Ticket System	Enterprise	100%	No	5
GCP	Cloud Infrastructure	99.99%	60d	97 · Vendor-Friendly	Credit	Google Cloud Support	Premium	100%	No	6
OCI	Cloud Infrastructure	99.995%	60d	97 · Vendor-Friendly	Credit	Contact your Oracle account manager	Enterprise	100%	No	5
Microsoft	Enterprise & Operations	99.9%	60d	96 · Vendor-Friendly	Credit	Microsoft Support	Enterprise	100%	No	5
Microsoft 365	Productivity	99.9%	60d	96 · Vendor-Friendly	Credit	Microsoft customer support	Enterprise	100%	No	5
Akamai	CDN & Edge	100%	30d	91 · Vendor-Friendly	Credit	Control Center	Enterprise	100%	No	5
Azure	Cloud Infrastructure	99.999%	30d	91 · Vendor-Friendly	Credit	Azure Support Portal	Premier	100%	No	6
DigitalOcean	Cloud Infrastructure	99.99%	30d	91 · Vendor-Friendly	Credit	Email	Business	100%	No	5
Five9	Communication & Collaboration	99.999%	30d	91 · Vendor-Friendly	Credit	Written request to Five9 (e.g., via email)	Enterprise	100%	No	4
Kong	Developer Tools	99.99%	30d	91 · Vendor-Friendly	Credit	Support	Enterprise	100%	No	5
MongoDB Atlas	Databases & Data Infrastructure	99.995%	30d	91 · Vendor-Friendly	Credit	Support Portal	Enterprise	100%	No	6
NICE	Communication & Collaboration	99.99%	30d	91 · Vendor-Friendly	Credit	Request via CXone Customer Community support portal	Enterprise	100%	No	6
Fivetran	Databases & Data Infrastructure	99.9%	30d	90 · Vendor-Friendly	Credit	Support	Enterprise	100%	No	5
Microsoft Dynamics 365	Enterprise & Operations	99.9%	30d	90 · Vendor-Friendly	Credit	Microsoft customer support	Enterprise	100%	No	5
OneLogin	Security & Identity	99.9%	30d	90 · Vendor-Friendly	Credit	Email request with documented proof	Enterprise	100%	No	2
Veeam	Cloud Infrastructure	99.9%	30d	90 · Vendor-Friendly	Credit	Support	Enterprise	100%	No	5
AWS	Cloud Infrastructure	99.99%	30d	89 · Vendor-Friendly	Credit	AWS Support Center	Enterprise	100%	No	6
Cloudflare	CDN & Edge	100%	30d	89 · Vendor-Friendly	Credit	Support Ticket	Enterprise	100%	No	6
Coupa	Enterprise & Operations	99.8%	30d	88 · Vendor-Friendly	Credit	Support Portal (written request to Coupa)	Enterprise	100%	No	7
Lever	HR & People Operations	99.9%	–	87 · Vendor-Friendly	Auto-credit	–	Enterprise	–	Yes	5
Qlik	Analytics & BI	99.9%	15d	87 · Vendor-Friendly	Credit	Support Portal (open a Support Case designated as a Service Credit request)	Enterprise	100%	No	11
SAP	Enterprise & Operations	99.7%	30d	87 · Vendor-Friendly	Credit	Documented support case (SAP ONE Support)	Enterprise	100%	No	3
Confluent	Databases & Data Infrastructure	99.99%	5d	86 · Vendor-Friendly	Credit	Support ticket (community-supported customers email cloud-support@confluent.io)	Enterprise	100%	No	7
Proofpoint	Security & Identity	99.999%	5d	86 · Vendor-Friendly	Credit	Support ticket	Enterprise	100%	No	7
Google Workspace	Productivity	99.9%	30d	85 · Vendor-Friendly	Credit	Admin Console	Enterprise	15 days	No	5
Greenhouse	HR & People Operations	99.9%	30d	85 · Vendor-Friendly	Credit	Support	Enterprise	10 days	No	5
Palo Alto Networks	Security & Identity	99.999%	1d	85 · Vendor-Friendly	Credit	Support Portal	Enterprise	100%	No	7
Snowflake	Databases & Data Infrastructure	99.9%	21d	83 · Vendor-Friendly	Credit	Support Case	Enterprise	7×	No	5
Firebase	Databases & Data Infrastructure	99.95%	60d	82 · Vendor-Friendly	Credit	Account/billing support request via Firebase Support	Enterprise	30%	No	5
ServiceNow	Enterprise & Operations	99.8%	–	82 · Vendor-Friendly	Credit	Written request to ServiceNow	Enterprise	100%	No	7
Zscaler	Security & Identity	99.999%	10d	82 · Vendor-Friendly	Credit	Support ticket	Enterprise	30 days	No	5
8x8	Communication & Collaboration	99.999%	30d	81 · Vendor-Friendly	Credit	Support ticket plus notice to 8x8	Enterprise	50%	No	3
Elastic	Monitoring & Observability	99.95%	10d	81 · Vendor-Friendly	Credit	Support ticket	Enterprise	100%	No	8
Mailgun	Communication & Collaboration	99.99%	30d	81 · Vendor-Friendly	Credit	Support ticket in Control Panel	Enterprise	50%	No	6
PlanetScale	Databases & Data Infrastructure	99.999%	30d	81 · Vendor-Friendly	Credit	PlanetScale Support case	Enterprise	50%	No	6
Splunk	Monitoring & Observability	100%	5d	81 · Vendor-Friendly	Credit	Email to splunk-cloud-billing@cisco.com	Enterprise	time-based	No	5
Workable	HR & People Operations	99.8%	30d	81 · Vendor-Friendly	Credit	Support	Enterprise	30 days	No	6
Grafana Labs	Monitoring & Observability	99.5%	10d	80 · Vendor-Friendly	Credit	Grafana Support	Enterprise	100%	No	5
Fastly	CDN & Edge	100%	30d	79 · Acceptable	Credit	Credit request to Fastly Support	Enterprise	50%	No	8
Docebo	HR & People Operations	99.9%	–	78 · Acceptable	Credit	Automatic	Enterprise	30%	Yes	6
Neon	Databases & Data Infrastructure	99.95%	1d	78 · Acceptable	Credit	Support ticket	Enterprise	80%	No	9
Monday.com	Productivity	99.9%	90d	77 · Acceptable	Credit	Email	Enterprise	30%	No	5
Auth0	Security & Identity	99.99%	5d	76 · Acceptable	Credit	Contact Okta in writing (Technical Account Manager / Sales Representative)	Enterprise	50%	No	6
DocuSign	Productivity	99.99%	30d	76 · Acceptable	Credit	Written notice to DocuSign	Enterprise	25%	No	4
Ping Identity	Security & Identity	99.99%	30d	76 · Acceptable	Credit	Support	Enterprise	25%	No	5
Vercel	Cloud Infrastructure	99.99%	30d	76 · Acceptable	Credit	Written notice to Vercel	Enterprise	50%	No	7
Vimeo	Content & Media	99.9%	60d	76 · Acceptable	Credit	Account manager	Enterprise	25%	No	7
Adobe	Content & Media	99.9%	30d	75 · Acceptable	Credit	Notify Adobe in writing through Customer's CSM or Adobe Customer Care	Enterprise	25%	No	6
Atlassian	Developer Tools	99.9%	15d	75 · Acceptable	Credit	Support Portal	Enterprise	50%	No	7
Bitbucket	Developer Tools	99.9%	15d	75 · Acceptable	Credit	Atlassian Support ticket	Enterprise	50%	No	5
Heap	Analytics & BI	99.9%	30d	75 · Acceptable	Credit	Support	Enterprise	25%	No	5
Marketo	CRM & Marketing	99.9%	30d	75 · Acceptable	Credit	Customer's CSM or Adobe Customer Care	Enterprise	25%	No	6
Smartsheet	Productivity	99.9%	30d	75 · Acceptable	Credit	SLA Fee Credit Request form	Enterprise	50%	No	5
Sprout Social	CRM & Marketing	99.9%	30d	75 · Acceptable	Credit	Support	Enterprise	25%	No	5
JumpCloud	Security & Identity	99.9%	10d	74 · Acceptable	Credit	Written request (Credit Request)	Premium	50%	No	7
LaunchDarkly	Developer Tools	99.99%	5d	74 · Acceptable	Credit	Email or support request portal	Enterprise	50%	No	6
BMC Software	Enterprise & Operations	99.9%	30d	73 · Acceptable	Credit	Email to SLArequest@bmc.com	Enterprise	15%	No	7
PagerDuty	Monitoring & Observability	99.9%	15d	73 · Acceptable	Credit	Email	Enterprise	30%	No	5
Backblaze	Cloud Infrastructure	99.9%	30d	72 · Acceptable	Credit	Support ticket	Enterprise	10%	No	6
NetSuite	Enterprise & Operations	99.7%	30d	72 · Acceptable	Credit	SuiteAnswers (article ID 97409 "How to submit an SLC Claim")	Enterprise	25%	No	4
Qualtrics	Analytics & BI	99.93%	30d	72 · Acceptable	Credit	Support	Enterprise	10%	No	5
SendGrid	Communication & Collaboration	99.95%	30d	72 · Acceptable	Credit	Support Ticket	Enterprise	10%	No	6
Twilio	Communication & Collaboration	99.95%	30d	72 · Acceptable	Credit	Customer Support request	Enterprise	10%	No	5
GitHub	Developer Tools	99.9%	30d	70 · Acceptable	Credit	GitHub Support	Enterprise	25%	No	5
Redis Cloud	Databases & Data Infrastructure	99.999%	1d	70 · Acceptable	Credit	Support ticket / written request	Enterprise	25%	No	8
Tenable	Security & Identity	99.95%	10d	70 · Acceptable	Credit	Email	Enterprise	20%	No	6
Workday	HR & People Operations	99.9%	–	70 · Acceptable	–	–	Enterprise	30%	No	5
Looker	Analytics & BI	99.5%	30d	69 · Acceptable	Credit	Looker (Google Cloud core) support contact form	Enterprise	25%	No	8
MuleSoft	Developer Tools	99.95%	10d	69 · Acceptable	Credit	Notify Salesforce (SFDC) support	Enterprise	15%	No	6
Supabase	Databases & Data Infrastructure	99.9%	30d	69 · Acceptable	Credit	Email	Enterprise	20%	No	8
IBM Cloud	Cloud Infrastructure	100%	3d	68 · Acceptable	Credit	IBM Support	Enterprise	10%	No	5
GitLab	Developer Tools	99.9%	30d	67 · Acceptable	Credit	Support Ticket	Ultimate	10%	No	6
HashiCorp	Developer Tools	99.9%	10d	67 · Acceptable	Credit	Support ticket	Enterprise	30%	No	5
Sanity	Content & Media	99.9%	30d	67 · Acceptable	Credit	Support	Enterprise	10%	No	5
Wix	E-commerce	99.9%	30d	67 · Acceptable	Credit	Support	Enterprise	10%	No	5
Dynatrace	Monitoring & Observability	99.5%	30d	66 · Acceptable	Credit	Dynatrace Support Ticket (subject line "SLA Credit Request")	Enterprise	10%	No	3
HubSpot	CRM & Marketing	99.95%	20d	66 · Acceptable	Credit	Contact HubSpot	Enterprise	–	No	7
Talkdesk	Communication & Collaboration	100%	7d	66 · Acceptable	Credit	Support portal request	Enterprise	10%	No	7
Airtable	Productivity	99.9%	30d	65 · Acceptable	Credit	Email	Enterprise	–	No	9
Miro	Productivity	99.5%	30d	65 · Acceptable	Credit	Request to Miro under the Master Cloud Agreement	Enterprise	30%	No	4
Netlify	Cloud Infrastructure	99.99%	–	65 · Acceptable	Credit	Support Ticket	Enterprise	–	No	5
Okta	Security & Identity	99.99%	–	65 · Acceptable	Credit	Support Ticket	Enterprise	–	No	5
Cohere	AI & Machine Learning	99.5%	–	64 · Acceptable	–	Email	Enterprise	30%	No	9
Cornerstone	HR & People Operations	99.5%	30d	64 · Acceptable	Credit	Credit request to Cornerstone	Enterprise	–	No	1
Webflow	E-commerce	99.9%	–	64 · Acceptable	–	Written request to Webflow	Enterprise	25%	No	5
Zoho	CRM & Marketing	99.9%	–	64 · Acceptable	Credit	Support	Enterprise	–	No	3
Shopify	E-commerce	99.99%	–	63 · Acceptable	Credit	Support	Enterprise	–	No	5
Notion	Productivity	99.9%	3d	60 · Acceptable	Credit	Written notice to Notion	Enterprise	5%	No	4
OpenAI	AI & Machine Learning	99.9%	–	59 · Limited	Credit	Enterprise Email	Enterprise	–	No	5
Zendesk	Communication & Collaboration	99.9%	–	59 · Limited	Credit	Email to servicecredit@zendesk.com	Enterprise	–	No	5
ActiveCampaign	CRM & Marketing	99.5%	10d	57 · Limited	Credit	Written request to ActiveCampaign (method not specified in SLA)	Enterprise	10%	No	5
1Password	Security & Identity	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
ADP	HR & People Operations	–	–	50 · Limited	Credit	Account Manager	Enterprise	–	No	5
Amplitude	Analytics & BI	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Blue Yonder	Enterprise & Operations	–	–	50 · Limited	Credit	Customer Success Manager	Enterprise	–	No	5
Braze	CRM & Marketing	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
BrowserStack	Developer Tools	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Cloudinary	Content & Media	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
CrowdStrike	Security & Identity	–	–	50 · Limited	Credit	Support Portal	Enterprise	–	No	5
Databricks	Databases & Data Infrastructure	–	–	50 · Limited	Credit	Support Portal	Enterprise	–	No	5
dbt Labs	Databases & Data Infrastructure	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Dropbox	Productivity	–	–	50 · Limited	Credit	Support Request	Enterprise	–	No	5
Figma	Productivity	–	–	50 · Limited	Credit	Support Request	Enterprise	–	No	5
Fortinet	Security & Identity	–	–	50 · Limited	Credit	FortiCare	Enterprise	–	No	5
Freshworks	CRM & Marketing	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Front	Communication & Collaboration	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Genesys	Communication & Collaboration	–	–	50 · Limited	Credit	My Support Portal	Enterprise	–	No	5
Heroku	Cloud Infrastructure	–	–	50 · Limited	Credit	Support Ticket	Enterprise	–	No	5
Kinaxis	Enterprise & Operations	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Klaviyo	CRM & Marketing	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
LastPass	Security & Identity	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Mailchimp	CRM & Marketing	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Mixpanel	Analytics & BI	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Mux	Content & Media	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Paylocity	HR & People Operations	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
RingCentral	Communication & Collaboration	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Salesforce	CRM & Marketing	–	–	50 · Limited	Credit	Salesforce Support	Signature	–	No	6
Semrush	CRM & Marketing	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Slack	Communication & Collaboration	–	–	50 · Limited	Auto-credit	–	Enterprise	–	No	5
Squarespace	E-commerce	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Stripe	Finance & Payments	–	–	50 · Limited	Credit	Support Dashboard	Premium	–	No	5
Tableau	Analytics & BI	–	–	50 · Limited	Credit	Salesforce Support	Enterprise	–	No	5
UKG	HR & People Operations	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Vonage	Communication & Collaboration	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Webex	Communication & Collaboration	–	–	50 · Limited	Credit	Cisco TAC	Enterprise	–	No	5
Xero	Finance & Payments	–	–	50 · Limited	Credit	Xero Central	Enterprise	–	No	5
Zapier	Developer Tools	–	–	50 · Limited	Credit	Support	Enterprise	–	No	5
Zoom	Communication & Collaboration	–	–	50 · Limited	Credit	Zoom Support	Enterprise	–	No	5
Contentful	Content & Media	–	–	48 · Limited	Credit	Support Ticket	Enterprise	–	No	5
Adyen	Finance & Payments	99.9%	–	39 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
Datadog	Monitoring & Observability	99.8%	–	35 · Weak	Termination only	N/A - No SLA credits; availability info via Support request	Enterprise	–	No	6
New Relic	Monitoring & Observability	99.8%	–	35 · Weak	Termination only	File a support ticket on the New Relic support site to request the Service Availability attainment for the previous month	Enterprise	–	No	6
Segment	Analytics & BI	99.99%	30d	31 · Weak	–	Written notice to Twilio	Enterprise	–	No	6
Intercom	Communication & Collaboration	99.8%	30d	28 · Weak	–	Written notice of termination	Enterprise	–	No	5
Ahrefs	CRM & Marketing	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
Anthropic	AI & Machine Learning	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
BambooHR	HR & People Operations	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
BigCommerce	E-commerce	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
Bitwarden	Security & Identity	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
CircleCI	Developer Tools	–	–	25 · Weak	Termination only	Support Ticket	Enterprise	–	No	5
ClickUp	Productivity	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
Gusto	HR & People Operations	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
Hootsuite	CRM & Marketing	99.9%	30d	25 · Weak	–	Notify Hootsuite	Enterprise	–	No	3
Hugging Face	AI & Machine Learning	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
Linear	Developer Tools	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
Rippling	HR & People Operations	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
Square	Finance & Payments	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
SurveyMonkey	Productivity	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
Typeform	Productivity	–	–	25 · Weak	Termination only	N/A - No SLA credits available	Enterprise	–	No	5
Asana	Productivity	99.9%	–	19 · Weak	–	N/A - No SLA service credits offered	Enterprise	–	No	4
Postman	Developer Tools	99.9%	–	19 · Weak	Termination + refund	Support	Enterprise	–	No	5
Braintree	Finance & Payments	–	–	10 · Weak	No credit	N/A - No SLA credits available	Enterprise	–	No	5
Help Scout	Communication & Collaboration	–	–	10 · Weak	No credit	N/A - No SLA credits available	Enterprise	–	No	5
PayPal	Finance & Payments	–	–	10 · Weak	No credit	Support	Enterprise	–	No	5
Pipedrive	CRM & Marketing	–	–	10 · Weak	No credit	N/A - No SLA credits available	Enterprise	–	No	5
Plaid	Finance & Payments	–	–	10 · Weak	No credit	N/A - No SLA credits available	Enterprise	–	No	5
QuickBooks	Finance & Payments	–	–	10 · Weak	No credit	N/A - No SLA credits available	Enterprise	–	No	5
Sauce Labs	Developer Tools	–	–	10 · Weak	No SLA	Support	Enterprise	–	No	5
SentinelOne	Security & Identity	–	–	10 · Weak	No SLA	Support Portal	Enterprise	–	No	5