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Smartsheet

Productivity ·smartsheet.com ↗ ·verified 2026-06-23
Official SLA ↗
✓
Credit-backed
Publishes an SLA backed by tiered service credits: 99.9% uptime, credits up to 50%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.9%
Uptime
50%
Max credit
30d
Claim window
Credit
Remedy
Enterprise
Min plan

How to claim

Submission SLA Fee Credit Request form · app.smartsheet.com/b/form/679d05c12b0449c786f384707e366c35
Deadline 30 days of incident
Review timeline Smartsheet validates Availability Events against its system records
Credit applied Applied against the fees for the next renewal Term
Required evidence: All information required by the SLA Fee Credit Request form

Common exclusions

Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features

Support tiers complementary, not the SLA

Standard —
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
Brandfolder
Digital asset management
DAM
99.9%
covered
DataSheet
Data connector platform
Data Management
99.9%
covered
Dynamic View
Customizable data views
Reporting
99.9%
covered
Resource Management
Resource planning and allocation
Resource Planning
99.9%
covered
Smartsheet Platform
Work management platform
Project Management
99.9%
covered

Notes — Smartsheet is a Productivity & Collaboration provider. See the official SLA at https://www.smartsheet.com/legal/sla. The SLA (Last Updated: July 1, 2022) covers the “Core Application” of a commercial Smartsheet instance purchased as an Enterprise plan. Availability is measured per calendar month: ≥99.9% earns no credit; <99.9% through ≥99.0% earns a 10% credit; <99.0% through ≥95.0% earns 25%; <95.0% earns a maximum 50% credit. Credits are not automatic, Customers must submit the SLA Fee Credit Request form within 30 days following the end of the calendar month in which the Availability Event occurred, and any approved credit is applied against the fees for the next renewal Term. Add-on products (Brandfolder, Resource Management, Dynamic View, etc.) are not separately given an uptime commitment in the SLA.

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