Vendors › Xero
Xero SLA
99.9%
Uptime commitment
25%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 25%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 10% |
| 99.5% | 25% |
How to claim
| Submission method | Xero Central — central.xero.com ↗ |
|---|---|
| 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 |
|---|---|---|---|
| Xero Accounting Cloud accounting | Accounting | 99.9% | eligible |
| Xero API Developer API | APIs | 99.9% | eligible |
| Xero Expenses Expense management | Expense | 99.9% | eligible |
| Xero Payroll Payroll processing | Payroll | 99.9% | eligible |
| Xero Projects Project tracking | Project Management | 99.9% | 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
Xero is a Finance & Payments provider. See the official SLA at https://www.xero.com/legal/terms/.
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