The Ontracko blog
SaaS reliability, outage trends, and recovering the SLA credits your vendors owe you — every number drawn from live monitoring data. New here? Start with what is an SLA credit or the SLA glossary.
How to claim an SLA credit from MongoDB Atlas (99.995% uptime)
MongoDB Atlas commits to 99.995% uptime on M10+ dedicated clusters — about two minutes of allowed downtime a month. Miss it and you're owed 10% to 100% of that cluster's fee, but only if you log a ticket within 24 hours. Here's the credit table and the two-stage claim.
What does a 99.9% SLA actually allow? Uptime, downtime, and your credit
A 99.9% SLA allows about 43 minutes of downtime a month; 99.99% allows about 4. Here's the full uptime-to-downtime cheat sheet, when downtime becomes a breach, and how to calculate the SLA credit you're owed.
How to claim an SLA credit from Microsoft Azure
Azure owes you a service credit when Virtual Machines, SQL Database, App Service and other resources miss their SLA. Here's the exact credit schedule, the deadline, the evidence you need, and how to file the support request.
How to claim an SLA credit from Atlassian (Jira, Confluence, Bitbucket)
Atlassian Premium and Enterprise owe a service credit when Jira, Confluence, or Bitbucket miss their uptime SLA — but you have only until the 15th of the next month to file. Here's the credit schedule and how to claim.
Which SaaS vendors actually pay SLA credits?
Not every vendor with an SLA pays out easily. Here's a side-by-side of the uptime commitments, credit percentages, and claim deadlines for the major cloud and SaaS vendors that owe credits when they go down.
What is an SLA credit, and how do you claim it?
A plain-English definition of SLA credits: what they are, when a vendor owes you one, how much you can claim, and the step-by-step process to get the money back.
SLA credit vs service credit: what's the difference?
SLA credit and service credit are often used interchangeably — but the wording in your contract matters. Here's what each term means and what you're actually owed after an outage.
How to claim an SLA credit from Google Cloud
Google Cloud gives you just 30 days to claim an SLA credit — the shortest window of the major clouds. Here's the credit schedule for Compute Engine, Cloud Storage, BigQuery and more, and how to file before it closes.
How to claim an SLA credit from Cloudflare
Cloudflare's Business plan commits to 100% uptime and pays a formula-based credit when it misses. Here's how the 25x outage-ratio credit works, who qualifies, and how to file within 30 days.
How to claim an SLA credit from AWS
AWS owes you a service credit when EC2, S3, RDS and other services miss their SLA. Here's the exact credit schedule, the 60-day deadline, the evidence you need, and how to file the case.
Which of the 144 SaaS vendors we monitor had the most incidents (last 60 days)
The SaaS and cloud vendors with the most public incidents over the last 60 days, scored from their own status feeds — with the reliability caveats spelled out.