Vendors › MongoDB Atlas
MongoDB Atlas SLA
99.995%
Uptime commitment
100%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 100%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.995% | 10% |
| 99.9% | 25% |
| 99% | 100% |
How to claim
| Submission method | Support Portal — support.mongodb.com ↗ |
|---|---|
| Deadline (notification) | 1 days — Notify MongoDB within 24 HOURS of incident |
| Deadline (submission) | 30 days — Submit formal claim within 30 days of month end |
| Review timeline | 30 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (6)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Atlas App Services Backend-as-a-Service | Backend | 99.9% | eligible |
| Atlas Charts Data visualization | Analytics | 99.9% | eligible |
| Atlas Data Lake Federated queries | Analytics | 99.9% | eligible |
| Atlas Search Full-text search | Search | 99.99% | eligible |
| Atlas Triggers Database triggers | Serverless | 99.9% | eligible |
| MongoDB Atlas Clusters Managed MongoDB clusters | Database | 99.995% | 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
MongoDB Atlas is a Database & Data Infrastructure provider. See the official SLA at https://www.mongodb.com/legal/service-level-agreement.
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