Vendors › IBM Cloud
IBM Cloud SLA
100%
Uptime commitment
10%
Max service credit
3d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 10%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.99% | 5% |
| 99.9% | 10% |
How to claim
| Submission method | IBM Support — ibm.com/cloud/support ↗ |
|---|---|
| Deadline (notification) | 1 days — CRITICAL: Notify IBM within 24 HOURS of incident |
| Deadline (submission) | 3 business days — Submit formal claim within 3 BUSINESS DAYS of month end |
| Review timeline | 15 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (57)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Activity Tracker Activity Tracker service | Management | 99.9% | eligible |
| API Connect API Connect service | Integration | 99.95% | eligible |
| App Connect App Connect service | Integration | 99.9% | eligible |
| App ID App ID service | Security | 99.99% | eligible |
| Application Load Balancer for VPC Application Load Balancer for VPC service | Networking | 99.99% | eligible |
| Bare Metal Servers for VPC Bare Metal Servers for VPC service | Compute | 99.99% | eligible |
| Block Storage for VPC Block Storage for VPC service | Storage | 99.999% | eligible |
| Blockchain Platform Blockchain Platform service | Emerging Tech | 99.9% | eligible |
| Certificate Manager Certificate Manager service | Security | 99.9% | eligible |
| Cloud Foundry Cloud Foundry service | Platform | 99.95% | eligible |
| Cloud Internet Services Cloud Internet Services service | Networking | 99.99% | eligible |
| Cloud Monitoring Cloud Monitoring service | Management | 99.9% | eligible |
| Cloud Object Storage Cloud Object Storage service | Storage | 99.99% | eligible |
| Cognos Analytics Cognos Analytics service | Analytics | 99.9% | eligible |
| Container Registry Container Registry service | Containers | 99.9% | eligible |
| Continuous Delivery Continuous Delivery service | DevOps | 99.9% | eligible |
| Databases for Elasticsearch Databases for Elasticsearch service | Database | 99.99% | eligible |
| Databases for etcd Databases for etcd service | Database | 99.99% | eligible |
| Databases for MongoDB Databases for MongoDB service | Database | 99.99% | eligible |
| Databases for MySQL Databases for MySQL service | Database | 99.99% | eligible |
| Databases for PostgreSQL Databases for PostgreSQL service | Database | 99.99% | eligible |
| Databases for Redis Databases for Redis service | Database | 99.99% | eligible |
| Db2 on Cloud Db2 on Cloud service | Database | 99.99% | eligible |
| Db2 Warehouse Db2 Warehouse service | Analytics | 99.95% | eligible |
| Direct Link Direct Link service | Networking | 99.9% | eligible |
| Event Streams Event Streams service | Integration | 99.99% | eligible |
| File Storage for VPC File Storage for VPC service | Storage | 99.99% | eligible |
| Hyper Protect Crypto Services Hyper Protect Crypto Services service | Security | 99.99% | eligible |
| IBM Cloud Code Engine IBM Cloud Code Engine service | Compute | 99.95% | eligible |
| IBM Cloud DNS Services IBM Cloud DNS Services service | Networking | 100% | eligible |
| IBM Cloud Functions IBM Cloud Functions service | Compute | 99.95% | eligible |
| IBM Cloud Kubernetes Service IBM Cloud Kubernetes Service service | Containers | 99.99% | eligible |
| IBM Cloud Pak for Data IBM Cloud Pak for Data service | Analytics | 99.9% | eligible |
| IBM Cloud Satellite IBM Cloud Satellite service | Hybrid Cloud | 99.9% | eligible |
| IBM Cloudant IBM Cloudant service | Database | 99.99% | eligible |
| Key Protect Key Protect service | Security | 99.99% | eligible |
| Log Analysis Log Analysis service | Management | 99.9% | eligible |
| MQ on Cloud MQ on Cloud service | Integration | 99.95% | eligible |
| Natural Language Understanding Natural Language Understanding service | AI & Machine Learning | 99.9% | eligible |
| Power Virtual Server Power Virtual Server service | Compute | 99.95% | eligible |
| Red Hat OpenShift on IBM Cloud Red Hat OpenShift on IBM Cloud service | Containers | 99.99% | eligible |
| Schematics Schematics service | DevOps | 99.9% | eligible |
| Secrets Manager Secrets Manager service | Security | 99.99% | eligible |
| Security and Compliance Center Security and Compliance Center service | Security | 99.9% | eligible |
| Speech to Text Speech to Text service | AI & Machine Learning | 99.9% | eligible |
| Streaming Analytics Streaming Analytics service | Analytics | 99.9% | eligible |
| Text to Speech Text to Speech service | AI & Machine Learning | 99.9% | eligible |
| Transit Gateway Transit Gateway service | Networking | 99.99% | eligible |
| Virtual Private Cloud Virtual Private Cloud service | Networking | 99.99% | eligible |
| Virtual Server for VPC Virtual Server for VPC service | Compute | 99.99% | eligible |
| VMware Solutions VMware Solutions service | Compute | 99.99% | eligible |
| VPN for VPC VPN for VPC service | Networking | 99.9% | eligible |
| Watson Assistant Watson Assistant service | AI & Machine Learning | 99.9% | eligible |
| Watson Discovery Watson Discovery service | AI & Machine Learning | 99.9% | eligible |
| Watson Machine Learning Watson Machine Learning service | AI & Machine Learning | 99.9% | eligible |
| Watson Query Watson Query service | Database | 99.99% | eligible |
| Watson Studio Watson Studio service | AI & Machine Learning | 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
IBM Cloud is a Cloud Infrastructure provider. See the official SLA at https://www.ibm.com/support/customer/csol/terms/slas.
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