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Credit-backed
Publishes an SLA backed by tiered service credits: 99.999% uptime, credits up to 100%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.999%
Uptime
100%
Max credit
30d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Written request to Five9 (e.g., via email) · five9.com/legal/sla-service-level
Deadline
30 days of incident
Review timeline
15 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Unavailability caused by Customer's or end-customer's network, equipment, or internet connection
Scheduled Maintenance
Service interruptions caused by service providers of voice connectivity, natural language, or speech synthesis
Force majeure events
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
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
Five9 Analytics
Reporting and dashboards
Analytics
99.999%
covered
Five9 Digital Engagement
Chat, email, SMS, social
Digital
99.999%
covered
Five9 IVA
Intelligent virtual agent
AI
99.999%
covered
Five9 Voice
Inbound/outbound voice
Voice
99.999%
covered
Five9 WFM
Workforce optimization
Workforce
99.999%
covered
Notes — Five9 is a Communication & Collaboration provider. See the official SLA at https://www.five9.com/legal/sla-service-level.
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