Does NICE offer a service-level agreement (SLA)?

Yes. NICE backs its service with an SLA: if it misses its uptime commitment you are entitled to service credits.

What is NICE's uptime commitment?

NICE's headline uptime commitment is 99.99%, generally measured per month.

How do I claim NICE SLA credits?

Credits are not automatic — you must request them within the SLA's stated claim window.

Vendors › NICE

SLA Profile

NICE

Communication & Collaboration ·nice.com ↗ ·verified 2026-06-23

Official SLA ↗

✓

Credit-backed

Publishes an SLA backed by tiered service credits: 99.99% uptime, credits up to 100%.

Source: official SLA ↗ · checked 2026-06-23 · View as JSON

99.99%

Uptime

100%

Max credit

30d

Claim window

Credit

Remedy

Standard

Min plan

How to claim

Submission Request via CXone Customer Community support portal · nice.com/company/sla-guarantee

Deadline 30 days of incident

Review timeline Not specified

Credit applied Service credit (MRC credit)

Required evidence: Account information, Affected services, Period of unavailability

Common exclusions

Planned maintenance of which the customer is given advanced notice

Outages or disruptions caused by the customer or any third party acting on the customer's behalf

Outages caused by software, infrastructure, databases, human errors or hardware not provided and controlled by NiCE

Configuration changes not made by NiCE

Telecommunications services or internet access not controlled by NiCE

SLA Credits waived if Customer's financial account with NiCE is not in good standing

Support tiers complementary, not the SLA

Standard SLA-eligible

Included · Business hours

Enterprise SLA-eligible

Custom · 24/7

Per-service SLAs · 6

Most platforms commit to SLAs per service, not one blanket number.

Service

Category

Uptime

SLA

CXone ACD

Automatic call distribution

Voice

99.99%

covered

CXone Analytics

Interaction analytics

Analytics

99.99%

covered

CXone Autopilot

AI-powered virtual agents

99.99%

covered

CXone Digital

Digital channel routing

Digital

99.99%

covered

CXone Quality Management

Quality monitoring and coaching

99.99%

covered

CXone Workforce Management

Forecasting and scheduling

WFM

99.99%

covered

Notes — NICE is a Other SaaS provider. See the official SLA at https://www.nice.com/company/sla-guarantee. NICE CXone publishes a financially-backed 99.99% monthly availability SLA. Service credits are tiered against the average Actual Availability for the one-month billing cycle: Below 99.99% = 1/30th of MRC; Below 99.95% = 1/15th of MRC; Below 99.0% = 1/7th of MRC; Below 97% = a free month (100% of MRC). The maximum credit in any monthly billing period will not exceed 100% of the MRC billed that month. Credits are not automatic - the customer must request the credit within 30 days following the month in which availability fell below the applicable Service Levels. NICE also publishes a separate MOS (voice quality) SLA with a minimum MOS score of 3.9. Note: tier credit_percent values (3.33 / 6.67 / 14.29) are decimal conversions of the published fractions 1/30, 1/15, and 1/7.

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