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Credit-backed
Publishes an SLA backed by tiered service credits: 99.95% uptime, credits up to 80%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.95%
Uptime
80%
Max credit
1d
Claim window
Credit
Remedy
Business
Min plan
How to claim
Submission
Support ticket · neon.com/neon-business-sla
Deadline
1 days of incident
Review timeline
45 days
Credit applied
Applied as a service credit to monthly fees
Required evidence: Affected Compute Endpoints, Incident timestamps, Impact description
Common exclusions
Factors outside Neon's reasonable control (natural disaster, war, acts of terrorism, riots, government action)
Third-party services, hardware, or software (such as the cloud platform services on which Neon runs)
Voluntary customer actions or inactions not in accordance with the Documentation (deleting databases, insufficient compute resources, exceeding storage limits)
Underlying database engine software causing repeated crashes or an inoperable database instance
Long recovery time due to insufficient IO capacity for the customer's workload
Customer equipment, software, or other technology and/or third-party equipment
Suspension or termination of the right to use Neon under the Agreement
Maintenance as provided for pursuant to the Agreement
Services being in Technical Preview
Support tiers complementary, not the SLA
Scale (Business support)
SLA-eligible
Add-on · Business hours
Scale (Production support)
SLA-eligible
Add-on · 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
Neon Compute Endpoints
Availability of Compute Endpoints (Serverless Postgres compute) - the only component covered by the SLA
Database
99.95%
covered
Neon Serverless Postgres
Serverless PostgreSQL
Database
99.95%
covered
Neon API
Management API - not covered by the SLA (SLA applies only to Compute Endpoints)
APIs
—
not covered
Neon Autoscaling
Auto-scaling compute - not separately covered by the SLA
Database
—
not covered
Neon Branching
Instant database branching - not covered by the SLA
Database
—
not covered
Notes — Neon is a Database & Data Infrastructure provider. See the official SLA at https://neon.com/neon-business-sla. The SLA applies exclusively to customers on the Neon Business or Scale plan and covers only the availability of Compute Endpoints. To claim a service credit, log a support ticket within 24 hours of becoming aware of an impacting event and submit the full claim by the end of the month following the month in which the downtime occurred; Neon processes claims within 45 days of receipt.
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