A
SLA Profile
Adobe Commerce
✓
Credit-backed
Publishes an SLA backed by tiered service credits: 99.99% uptime, credits up to 25%.
Source: official SLA ↗ · checked 2026-06-24 · View as JSON
99.99%
Uptime
25%
Max credit
30d
Claim window
Credit
Remedy
Enterprise
Min plan
How to claim
Submission
Written notice to Adobe
Deadline
30 days of incident
Credit applied
Applied as service credit against future fees
Required evidence: Written notification to Adobe identifying the downtime, Dates and times of the downtime, Affected service and environment
Common exclusions
Scheduled maintenance
Force majeure events
Customer-caused issues
Non-Production environments
Beta or trial services
Support tiers complementary, not the SLA
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 3
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Adobe Commerce on Cloud
Adobe-hosted production environment for Adobe Commerce (formerly Magento Commerce Cloud)
E-commerce
99.99%
covered
Adobe Commerce as a Cloud Service
Next-generation cloud-native Adobe Commerce SaaS platform
E-commerce
99.99%
covered
Adobe Commerce on Managed Services
Adobe-managed hosting for Adobe Commerce (legacy Magento Enterprise Cloud Edition)
E-commerce
99.9%
covered
Notes — Adobe Commerce (formerly Magento) offers enterprise SLAs with a tiered credit structure (10/15/25%, capped at 25% of monthly fees). Adobe Commerce on Cloud and as a Cloud Service carry a 99.99% monthly uptime commitment; Adobe Commerce on Managed Services carries 99.9%. Both product lines share the same credit tier logic but with different uptime thresholds. Claims must be filed in writing within 30 days of the downtime event. A right to terminate arises if uptime falls below 90% for 3 months in any 6-month period.
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