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Credit-backed
Publishes an SLA backed by tiered service credits: 99.9% uptime.
Source: official SLA ↗ · checked 2026-06-25 · View as JSON
99.9%
Uptime
—
Max credit
—
Claim window
Credit
Remedy
Paid
Min plan
How to claim
Submission
Support ticket · support.loom.com
Common exclusions
Standard plan customers (no SLA)
Scheduled maintenance
Force majeure events
Customer-caused issues
Support tiers complementary, not the SLA
Standard
—
Free/Subscription · Community
Business + AI
SLA-eligible
Subscription · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 1
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Loom Video Messaging
Async video messaging and screen recording for team communication
Communication & Collaboration
99.9%
covered
Notes — Loom (acquired by Atlassian in 2023; operated under Atlassian Network Services, Inc.) is an async video messaging and screen recording platform. Since April 1, 2025, Business+AI plan subscribers have a 99.9% monthly uptime SLA and Enterprise subscribers get 99.95%. Standard plan has no uptime SLA. Claims must be submitted by the 15th of the month following the incident. Credit tier percentages are in Atlassian SLA Appendix B — consult the Atlassian Customer Agreement for the full schedule.
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