Vendors › NetSuite
NetSuite SLA
99.95%
Uptime commitment
15%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 15%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.5% | 5% |
| 99% | 10% |
| 98% | 15% |
How to claim
| Submission method | Support Portal — system.netsuite.com/pages/customerlogin.jsp ↗ |
|---|---|
| Deadline (submission) | 30 days — Submit within 30 days of incident |
| Review timeline | 30 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (5)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| NetSuite CRM Customer relationship management | CRM | 99.95% | eligible |
| NetSuite ERP Enterprise resource planning | ERP | 99.95% | eligible |
| NetSuite Financials Financial management | Accounting | 99.95% | eligible |
| NetSuite SuiteCommerce E-commerce platform | E-commerce | 99.95% | eligible |
| NetSuite WMS Warehouse management | Warehouse Management | 99.95% | 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
NetSuite is a Finance & Payments provider. See the official SLA at https://www.netsuite.com/portal/platform/erp.shtml.
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