Vendors › OpenAI
OpenAI SLA
99.9%
Uptime commitment
25%
Max service credit
30d
Claim window
Manual
Credit application
enterprise
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 25%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 10% |
| 99% | 25% |
How to claim
| Submission method | Enterprise Email — mailto:ar-enterprise@openai.com ↗ |
|---|---|
| Deadline (submission) | 30 days — Submit within 30 days from invoice date |
| 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 |
|---|---|---|---|
| ChatGPT ChatGPT conversational AI | AI | 99.9% | eligible |
| DALL-E Image generation API | AI | 99.9% | eligible |
| Embeddings Text embeddings API | AI | 99.9% | eligible |
| OpenAI API GPT and AI model API access | AI | 99.9% | eligible |
| Whisper Speech recognition API | AI | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | No | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
OpenAI is a AI & Machine Learning provider. See the official SLA at https://openai.com/policies/service-level-agreement/.
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