Databases
Aiven SLA credit guide
What Aiven pays when it misses its uptime commitment — its published credit formula and cap, granted as service time rather than money, the absence of any published filing deadline and how to file; no dollar figure is computed for it.
What SLA credit does Aiven pay when it misses?
When Aiven (Startup / Business / Premium service levels) misses its 99.99% monthly uptime commitment, Aiven's published SLA pays a service credit granted as service time, not money — Aiven's published formula accrues it per unit of downtime, up to a cap — so it has no dollar value and this page quotes none; read the rate and cap below and verify the exact clause before filing. It is claimable with no filing deadline stated by Aiven. One more thing about the deadline, because Aiven not stating one is not the same as there being none: file promptly anyway. A contract can carry a limitation period nobody printed, evidence ages badly, and the status-page record a claim is built on is easiest to defend while it is fresh. If Ontracko shows a date against a Aiven claim, that date is our own monitoring reminder rather than anything Aiven set — we will never let it expire a claim, and you should never quote it to Aiven as their window.
Uptime commitment
99.99%
Filing window
Not stated
Aiven publishes no claim window. File promptly anyway.
Services with SLA data
1
How the credit is computed
Aiven (Startup / Business / Premium service levels) publishes its credit — it is simply not a band table, so there is no tier here for a measured uptime percentage to land in. It accrues with the length of the outage instead of stepping at an availability threshold.
The vendor’s own published rate is thirty (30) times the Downtime Period, granted as SERVICE TIME rather than money, for each Downtime Period exceeding the service level objective’s allowance, and Aiven calculates the Downtime Periods and the credits itself, from its own system logs and monitoring reports — which it must make available for auditing on request. Capped at the fees for the same Cloud Services over the three preceding calendar months, and the credit must be used within 90 days or it expires without compensation.
That credit is granted as service rather than paid, so there is no dollar amount to compute from your monthly spend and Ontracko quotes none. Ask the vendor to apply the credit in the unit its own SLA uses, and to show you the downtime it calculated from.
Read off Aiven (Startup / Business / Premium service levels)’s published SLA: https://aiven.io/sla
Credit tiers by service
Aiven (Startup / Business / Premium service levels) publishes its credit — it is simply not a band table, so there is no tier here for a measured uptime percentage to land in. It accrues with the length of the outage instead of stepping at an availability threshold. NO CUSTOMER CLAIM WINDOW EXISTS. The SLA states that all Downtime Periods and applicable Service Credits are calculated BY AIVEN — it names no claim form and sets no deadline, so the claimWindowDays value on this profile is our own monitoring default and must never be quoted to a customer as an Aiven figure. The customer's lever is a DISPUTE: Aiven determines credits in good faith from its system logs, monitoring reports and configuration records, and must make those available for auditing on request — ask for them. CREDIT IS A MULTIPLIER, NOT A PERCENTAGE: thirty (30) times the Downtime Period exceeding the SLO allowance, granted as service time, so no $ figure is quoted. Downtime is defined narrowly as the service having NO EXTERNAL CONNECTIVITY, and periods under one minute do not count — degraded performance is not claimable. Two carve-outs matter most: Downtime must be caused by Aiven's own software or operations, and failures of the underlying cloud provider's VMs (Aiven's subprocessors) are exempt. Credits are capped at the fees for the same Cloud Services over the three preceding calendar months, must be used within 90 days, and then expire without compensation. Source: document dated June 5, 2022.
How to file a Aiven SLA credit claim
Portal: Aiven Support (console) ↗
- ⚠️ THERE IS NO CLAIM DEADLINE TO BEAT. Aiven's SLA states that all Downtime Periods and the applicable Service Credits are CALCULATED BY AIVEN — it names no customer claim form and sets no claim window. Your job is to verify their arithmetic, not to race a clock.
- Measure your own monthly uptime against the 99.99% SLO, then compare it with what Aiven actually credited. Where they disagree, raise a dispute with support: the SLA entitles you to have Aiven's system logs, monitoring reports and configuration records MADE AVAILABLE FOR AUDITING at your request — ask for that in writing.
- The credit is a MULTIPLIER, not a percentage: thirty (30) times the Downtime that exceeds the SLO allowance, granted as further use of the service. Use the claim text from section 8 to request the calculation, not a dollar figure.
- Credits are available on the Startup, Business and Premium service levels, and only where the Downtime was caused by a failure in Aiven's OWN software or operations.
- ⚠️ NARROW DEFINITION: Downtime means the service has NO EXTERNAL CONNECTIVITY, and any period shorter than one minute is not counted at all. Degraded performance is not claimable.
- Big carve-out to check before disputing: failures or terminations of virtual machines by Aiven's own subcontractors/subprocessors (i.e. the underlying cloud provider) are exempted, as are periodic maintenance, critical bug fixes, security updates, and load beyond your plan's capacity.
- Credits cannot exceed the fees charged for the same Cloud Services over the three preceding calendar months, must be used within 90 days of being granted, and expire unused with no further compensation — spend them.
Evidence you’ll need
- •Account / project and service name
- •Downtime Periods with dates, times and duration
- •Aiven's own credit calculation for the month (request it, then reconcile)
Common exclusions
- •Service levels other than Startup, Business and Premium (only those three are named as receiving credits)
- •Downtime not caused by a failure in Aiven's own software or operations
- •Force majeure and hostile third-party action including DoS
- •Beta Services and Beta Features
- •Periodic Maintenance Updates (max 1/month, 7 days' notice)
- •Critical Bug fixes and Security Updates
- •Customer load exceeding the service plan's resource capabilities
- •Failure or termination of VMs by Aiven's subcontractors/subprocessors
- •Customer modification or termination of critical resources (credentials, VPC, VMs, object storage, networking)
Frequently asked
What is Aiven's SLA uptime commitment?
Aiven (Startup / Business / Premium service levels) carries a 99.99% monthly uptime commitment.
Does Aiven pay an SLA service credit?
Yes, though not in money — Aiven's own document grants the credit as service time. Aiven (Startup / Business / Premium service levels) publishes its credit — it is simply not a band table, so there is no tier here for a measured uptime percentage to land in. It accrues with the length of the outage instead of stepping at an availability threshold. The vendor’s own published rate is thirty (30) times the Downtime Period, granted as SERVICE TIME rather than money, for each Downtime Period exceeding the service level objective’s allowance, and Aiven calculates the Downtime Periods and the credits itself, from its own system logs and monitoring reports — which it must make available for auditing on request. Capped at the fees for the same Cloud Services over the three preceding calendar months, and the credit must be used within 90 days or it expires without compensation. That credit is granted as service rather than paid, so there is no dollar amount to compute from your monthly spend and Ontracko quotes none. Ask the vendor to apply the credit in the unit its own SLA uses, and to show you the downtime it calculated from.
What is the deadline to file a Aiven SLA credit claim?
Aiven does not publish one. The notice period, like the committed uptime and the credit schedule, is set in your own agreement or Order Form — read the claims clause there, and treat any deadline attributed to Aiven elsewhere as not coming from its own terms. File as soon as the month closes rather than working to a date nobody published.
Does Ontracko file Aiven SLA credit claims for me?
Ontracko monitors Aiven for free, detects SLA breaches automatically, and assembles the claim package: the incident evidence, the qualifying downtime minutes and the claim text. Aiven's own document grants the credit as service time. That credit is granted as service rather than paid, so there is no dollar amount to compute from your monthly spend and Ontracko quotes none. Ask the vendor to apply the credit in the unit its own SLA uses, and to show you the downtime it calculated from. You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Aiven and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.