Vendors › Salesforce
Salesforce SLA
99.9%
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 |
|---|---|
| 99.9% | 10% |
| 99% | 15% |
How to claim
| Submission method | Salesforce Support — help.salesforce.com ↗ |
|---|---|
| Deadline (submission) | 30 days — Submit claim within 30 days of billing cycle end |
| Review timeline | 15 business days |
| Credit applied | Applied to next invoice |
Required evidence: Organization ID, Affected services, Incident timestamps, User impact description.
Services (6)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Sales Cloud Sales automation and CRM | CRM | 99.9% | eligible |
| Service Cloud Customer service platform | Customer Service | 99.9% | eligible |
| Marketing Cloud Digital marketing platform | Marketing | 99.9% | eligible |
| Commerce Cloud E-commerce platform | E-commerce | 99.9% | eligible |
| Salesforce Platform Application development platform | PaaS | 99.9% | eligible |
| Heroku Cloud application platform | PaaS | 99.5% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Premier | 30% of license fees | Yes | 24/7 |
| Signature | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer configurations
- Sandbox environments
- Beta/Preview features
- Third-party integrations
Notes
Salesforce is a CRM & Marketing provider. See the official SLA at https://www.salesforce.com/company/legal/agreements/.
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