Does Contentstack offer a service-level agreement (SLA)?

Yes. Contentstack backs its service with an SLA: if it misses its uptime commitment you are entitled to service credits.

What is Contentstack's uptime commitment?

Contentstack's headline uptime commitment is 99.5%, generally measured per month.

How do I claim Contentstack SLA credits?

Credits are not automatic — you must request them within the SLA's stated claim window.

Vendors › Contentstack

SLA Profile

Contentstack

Developer Tools ·contentstack.com ↗ ·verified 2026-06-25

Official SLA ↗

✓

Credit-backed

Publishes an SLA backed by per-incident service credits: 99.5% uptime.

Source: official SLA ↗ · checked 2026-06-25 · View as JSON

99.5%

Uptime

—

Max credit

—

Claim window

Credit

Remedy

Paid

Min plan

How to claim

Submission Written notice

Deadline 10 days of incident

Common exclusions

Explorer Stacks are not subject to the SLA

AI Integration services excluded from SLA and warranties

Credits against outstanding balance only; cash refund only on contract termination/expiry without renewal

Development, testing, and non-production environments excluded

Scheduled maintenance, force majeure, customer equipment/third-party systems excluded

Termination right triggered after 3 consecutive months or 4 occurrences in 6 months of credits

Support tiers complementary, not the SLA

Start SLA-eligible

Subscription · Business hours

Scale SLA-eligible

Subscription · 24/7

Enterprise SLA-eligible

Custom · 24/7

Per-service SLAs · 2

Most platforms commit to SLAs per service, not one blanket number.

Service

Category

Uptime

SLA

Contentstack Scale/X5 Tier

Scale and X5 plans with 99.95% uptime SLA

Developer Tools

99.95%

covered

Contentstack Headless CMS

Enterprise headless CMS and composable digital experience platform

Developer Tools

99.5%

covered

Notes — Contentstack (Contentstack Inc., Delaware; San Francisco, CA) is an enterprise headless CMS platform. The SLA offers tiered uptime by plan: 99.50% (Start/Grow/X1/X3), 99.95% (Scale/X5), and 99.99% (Premium Availability add-on). Credits are 10% per incident per month, capped at 30% of monthly fees, and applied against outstanding balances — with a cash refund only if the contract terminates without renewal. The 10-day awareness-anchored claim window is among the shortest in the industry. Explorer Stacks and AI Integration services are explicitly excluded. A termination right activates after 3 consecutive months or 4 occurrences in a 6-month window of SLA credits.

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