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Credit-backed
Publishes an SLA backed by tiered service credits: 99.95% uptime, credits up to 100%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.95%
Uptime
100%
Max credit
10d
Claim window
Credit
Remedy
Platinum
Min plan
How to claim
Submission
Support ticket · support.elastic.co
Deadline
10 days of incident
Review timeline
Elastic investigates root cause after request
Credit applied
Applied against future ECH consumption; not redeemable for cash or refund
Required evidence: Affected account and ECH deployment, Dates and times of each Error claimed, Customer request logs documenting the Error
Common exclusions
Customer failure to perform its responsibilities under the Subscription Agreement
Suspension or termination of access per the Subscription Agreement
Factors outside Elastic's reasonable control, including force majeure or Internet access problems
Acts/omissions of Customer or third parties, including improper scaling, configuration or misconfiguration
Third-party equipment, software or technology not under Elastic's control (including AWS, GCP, Azure)
Customer misconfiguring security groups, VPC, credentials, IP allow-lists, or exceeding connection limits
Use of unsupported or deprecated Elasticsearch/ECH features, versions or releases
Use of preview, pre-release, beta, or trial features
Support tiers complementary, not the SLA
Standard
—
Included · Business hours
Platinum
SLA-eligible
Custom · 24/7
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 5
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Elastic APM
Application performance monitoring
APM
99.95%
covered
Elastic Observability
Logs, metrics, traces
Observability
99.95%
covered
Elastic Security
Security information and events
SIEM
99.95%
covered
Elasticsearch
Distributed search engine
Search
99.95%
covered
Kibana
Data visualization
Visualization
99.95%
covered
Notes — Elastic is a Monitoring & Observability provider. See the official SLA at https://www.elastic.co/agreements/sla-elastic-cloud-hosted. This SLA applies to the Elastic Cloud Hosted (ECH) Service for Platinum or Enterprise subscriptions in a High Availability configuration (at least 2 availability zones). The Standard subscription level is not SLA-eligible. The middle credit tier is 30% (not 25%), and Service Credit Requests must be submitted via a Support ticket no later than 10 days following the Error. Credits are applied against future ECH consumption and are not redeemable for cash or refund.
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