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.
If you've read a cloud vendor's SLA, you've seen both phrases — "SLA credit" and "service credit" — sometimes in the same paragraph. They usually describe the same money, but the distinction is worth understanding before you file, because it tells you what form the compensation takes and what its limits are.
The short answer
An SLA credit is the remedy you're owed when a vendor breaches its Service Level Agreement. A service credit is the form that remedy almost always takes: a credit applied against a future invoice, not a cash refund. In practice the terms are used interchangeably — "service credit" is simply the contractual name most vendors give to the SLA remedy. What matters is that it's usually credit toward future spend, capped at the affected month's fee, and defined as your sole remedy for the downtime.
The same money, described two ways
Think of it as cause and effect. The SLA sets the promise (say, 99.99% monthly uptime). Breaching that promise is what entitles you to compensation — that entitlement is the "SLA credit." The vendor then pays it out as a "service credit": a line item that reduces your next bill.
| SLA credit | Service credit | |
|---|---|---|
| What it is | The entitlement created by an SLA breach | The payout form of that entitlement |
| Trigger | Uptime falls below the committed target | Vendor approves the SLA claim |
| Typical form | (Concept) | Credit against a future invoice |
| Usually cash? | No | No — credit on account |
Three things the wording tells you
It's credit, not cash. Nearly every major vendor pays the remedy as a credit toward future service, not a refund to your card. AWS, for example, applies an approved credit to a future invoice; Google Cloud does the same after it verifies the shortfall. If you're leaving the platform, an unused credit can be worth little — file while you're still spending.
It's usually capped. Tiered schedules top out at a percentage of the affected service's monthly fee. Even the most severe tier rarely exceeds 100% of that one month's spend for that one service — it is not damages for your lost revenue.
It's often the "sole and exclusive remedy." SLA clauses typically state the service credit is the only compensation available for the downtime. That's why claiming it matters: there's usually no second bite.
Telling them apart in your contract
When you open your vendor agreement, search for "Service Credit" — that defined term is where the real numbers live (the percentages and the claim window). References to "SLA" set the uptime target; references to "Service Credit" set what you get and how to request it. If your plan is negotiated (an MSA or enterprise order form), the credit schedule may differ from the public SLA page — Datadog, Salesforce, Slack and Zoom all set final terms in the agreement, so verify yours before filing.
Either way, the claim process is identical: measure the breach, gather evidence, and file within the window. See what is an SLA credit and how do you claim it for the full walkthrough, or jump to a vendor's SLA credit guide for its exact schedule.
Frequently asked questions
Is an SLA credit the same as a service credit?
In practice, yes. "SLA credit" refers to the compensation an SLA breach entitles you to; "service credit" is the contractual name for how that compensation is paid — a credit against future invoices. Most vendors use the phrase "service credit" in the SLA document itself.
Do SLA credits come back as cash?
Rarely. Almost all major vendors issue the remedy as a credit toward future service rather than a cash refund, and it's typically capped at the affected month's fee for the affected service.
Is a service credit the only compensation for an outage?
Usually. Most SLAs define the service credit as the "sole and exclusive remedy" for downtime, which is why filing the claim — rather than assuming you'll be made whole another way — is the thing that gets you paid.
Where do I find the service credit terms?
In the vendor's SLA or your order form/MSA, under a defined term like "Service Credit." That section lists the credit percentages and the deadline to claim. You can also look up the transcribed terms on the vendor's SLA credit guide.
Methodology & caveats
This article explains contract terminology; the payout-form details (credit vs cash, invoice application) reflect the named vendors' published filing processes. Exact credit percentages, caps, and remedy language vary by vendor, plan, and negotiated agreement — confirm the "Service Credit" clause in your own contract before filing.
*Ontracko monitors SaaS & cloud vendors' public status feeds and recovers the SLA credits when they miss. Free — 8% only on recovered credits. Compare vendor SLAs or browse the SLA glossary.*
Related reading
Does Cohere have an SLA? The 99.5% uptime objective, its 10/20/30% credits, and the 30-day clock that starts before the month ends
Cohere's published Service Level Objective for its API SaaS service sets 99.5% monthly uptime per Covered Service and pays 10%, 20% or 30% of that service's monthly invoice when it is missed — claimed by email within 30 days of becoming entitled, not 30 days after the month closes. Here is the whole tariff, the downtime it allows, the two gaps in the table, and how to claim.
Does Pinecone have an SLA? The 99.95% uptime standard, its 10/25/50% credits, and the 60-minute ticket rule that decides every claim
Pinecone's Database Service Level Addendum sets a 99.95% monthly availability standard and pays 10%, 25% or 50% of the month's database fees when it is missed — but only on a qualifying Enterprise Advance Commitment, and only if you opened a support ticket within 60 minutes of the outage starting. Here is the whole tariff, the downtime it allows, and how to claim.
Does Vercel have an SLA? The 99.99% Enterprise uptime commitment, its credit tiers, its two gaps, and how to claim
Vercel's Enterprise SLA targets 99.99% monthly uptime for the parts of the platform that serve your content. Misses pay 10%, 25% or 50% of the month's fee, capped at 50%, claimed in writing with log files within 30 days of becoming eligible. Hobby and Pro plans get no uptime SLA — and two narrow bands of downtime pay nothing at all.
How to calculate your SLA credit: the formula, worked examples, and the mistakes that zero it out
An SLA credit is a percentage of the monthly fee for the affected service — not your whole bill — set by how far uptime fell below the commitment. Here's the three-step formula, a downtime cheat sheet, two worked examples (tiered and flat), and why a real breach sometimes still calculates to zero.
Or browse the SLA glossary and the reliability rankings.
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