✓
Credit-backed
Publishes an SLA backed by tiered service credits: 99.7% uptime, credits up to 25%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.7%
Uptime
25%
Max credit
30d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
SuiteAnswers (article ID 97409 "How to submit an SLC Claim") · oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf
Deadline
30 days of incident
Credit applied
Service credit based on the monthly fee for the use of the Service
Required evidence: Details of the claim as reasonably requested by Oracle
Common exclusions
Scheduled maintenance
Unavailability from suspension or termination of the Service
Issues caused by Customer's or third-party equipment, software, services, or technology outside Oracle's direct control
Non-production and test accounts (Sandbox, Release Preview, Beta, Education, Demo, Developer, debugger)
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
NetSuite CRM
Customer relationship management
CRM
99.7%
covered
NetSuite ERP
Enterprise resource planning
ERP
99.7%
covered
NetSuite Financials
Financial management
Accounting
99.7%
covered
NetSuite SuiteCommerce
E-commerce platform
E-commerce
99.7%
covered
NetSuite WMS
Warehouse management
Warehouse Management
99.7%
covered
Notes — NetSuite is a Finance & Payments provider. See the official Service Level Commitment at https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf.
Found an error?
Suggest a correction ↗