Vendors › Braze
Braze SLA
99.9%
Uptime commitment
30%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 30%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 10% |
| 99% | 20% |
| 95% | 30% |
How to claim
| Submission method | Support — braze.com/docs/support_contact/ ↗ |
|---|---|
| Deadline (submission) | 30 days — Submit within 30 days of incident |
| Review timeline | 30 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (5)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Braze Canvas Customer journey builder | Journey Orchestration | 99.9% | eligible |
| Braze Currents Real-time data streaming | Data Export | 99.9% | eligible |
| Braze Messaging Push, email, SMS, in-app | Messaging | 99.9% | eligible |
| Braze Segmentation Audience segmentation | Segmentation | 99.9% | eligible |
| Content Cards Persistent in-app messages | In-App | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
Braze is a Marketing & Analytics provider. See the official SLA at https://www.braze.com/company/legal/sla.
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