Observability
Bugsnag SLA credit guide
What Bugsnag's own agreement actually says about availability: no uptime percentage, no credit schedule and no claim process, so there is nothing to file for a bad month — plus where a service level for Bugsnag would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit does Bugsnag pay when it misses?
Bugsnag publishes NO availability SLA at all — no uptime percentage, no credit schedule and no claim process — so there is nothing to file for a bad month, and any "Bugsnag uptime guarantee" figure circulating elsewhere did not come from Bugsnag's own terms. If you have a service level with Bugsnag, it lives in your own Order Form or negotiated agreement — that document, not a public page, is where the commitment and any remedy actually are. Ontracko monitors Bugsnag for free either way and keeps the dated outage record, which is what a renewal conversation runs on. One more thing about the deadline, because Bugsnag 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 Bugsnag claim, that date is our own monitoring reminder rather than anything Bugsnag set — we will never let it expire a claim, and you should never quote it to Bugsnag as their window.
Uptime commitment
None published
Filing window
Nothing to file
Services with SLA data
1
Credit tiers by service
No filable service credit exists for BugSnag (SmartBear Master Solutions Agreement — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. BUGSNAG PUBLISHES NO AVAILABILITY SLA, SO THERE IS NO UPTIME FIGURE TO HOLD IT TO AND NO SERVICE CREDIT TO FILE FOR. BugSnag is a SmartBear product; paid use is governed by the SmartBear Master Solutions Agreement (https://smartbear.com/terms-of-use/, "Last updated February 2, 2026") plus the Solution Specific Terms (https://smartbear.com/legal/solution-specific-terms/), whose "BugSnag Customer Data" clause concerns processing error logs and stack traces — data processing, not availability. Both documents contain ZERO occurrences of "service level", "service credit", "SLA", "uptime" or any "99.x" figure, and no SLA document is published. The MSA's only performance promise is the SmartBear Solution Warranty: "SmartBear warrants to Customer that the SaaS will perform substantially in accordance with the applicable Documentation for the subscription term in the Order, under normal use and circumstances." Its Limited Remedy: if a material non-conformity is claimed within thirty (30) days of discovering it, SmartBear "will use commercially reasonable efforts to correct the non-conforming Licensed Software or SaaS", or, if that is impracticable, may terminate the Order Term and refund pro-rated prepaid Fees for access not received — a warranty-cure/termination remedy, NOT a service credit and not an uptime figure; that 30-day period is a warranty notice period, not an SLA credit deadline. Warranty Disclaimer: except for that limited warranty, "THE SOLUTION IS PROVIDED "AS IS"". Three decoys, not an availability SLA: (1) the SmartBear Support Manual (https://assets.smartbear.com/asset/c5829dd0-c9bd-478e-b81c-b5739348323e/SmartBear-Enterprise-Support-Manual.pdf, "Last Updated: August 18, 2026") uses "SLA" only for FIRST-RESPONSE times (Standard 12x5: Sev 1 2 hours, Sev 2 8 hours, Sev 3 48 hours), lists BugSnag under Standard support only, and has support staff use "commercially reasonable efforts" to respond and resolve — response times, not uptime, and no credit; (2) the pricing page (https://www.bugsnag.com/pricing/) mentions "SLA" only as customer metadata you can attach to errors ("Attach meta-data such as revenue, SLA, and subscription tier"); (3) the enterprise page's "99.93% stability score" is a Mercado Libre case-study app-stability metric, NOT a BugSnag uptime commitment, and it should not be cited as one. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a BugSnag commitment. If a customer believes an availability commitment applies, the only place it could live is the customer's own negotiated Order with SmartBear — unpublished, and not verifiable from here. Sources: https://smartbear.com/terms-of-use/ + https://smartbear.com/legal/solution-specific-terms/ + the SmartBear Enterprise Support Manual + https://www.bugsnag.com/pricing/ + the BugSnag enterprise page, read first-hand 2026-10-09.
Is there a Bugsnag SLA credit to file?
No — there is nothing to file. Bugsnag's standard agreement doesn't pay a per-incident service credit, so filing a claim would go nowhere. BUGSNAG PUBLISHES NO AVAILABILITY SLA, SO THERE IS NO UPTIME FIGURE TO HOLD IT TO AND NO SERVICE CREDIT TO FILE FOR. BugSnag is a SmartBear product; paid use is governed by the SmartBear Master Solutions Agreement (https://smartbear.com/terms-of-use/, "Last updated February 2, 2026") plus the Solution Specific Terms (https://smartbear.com/legal/solution-specific-terms/), whose "BugSnag Customer Data" clause concerns processing error logs and stack traces — data processing, not availability. Both documents contain ZERO occurrences of "service level", "service credit", "SLA", "uptime" or any "99.x" figure, and no SLA document is published. The MSA's only performance promise is the SmartBear Solution Warranty: "SmartBear warrants to Customer that the SaaS will perform substantially in accordance with the applicable Documentation for the subscription term in the Order, under normal use and circumstances." Its Limited Remedy: if a material non-conformity is claimed within thirty (30) days of discovering it, SmartBear "will use commercially reasonable efforts to correct the non-conforming Licensed Software or SaaS", or, if that is impracticable, may terminate the Order Term and refund pro-rated prepaid Fees for access not received — a warranty-cure/termination remedy, NOT a service credit and not an uptime figure; that 30-day period is a warranty notice period, not an SLA credit deadline. Warranty Disclaimer: except for that limited warranty, "THE SOLUTION IS PROVIDED "AS IS"". Three decoys, not an availability SLA: (1) the SmartBear Support Manual (https://assets.smartbear.com/asset/c5829dd0-c9bd-478e-b81c-b5739348323e/SmartBear-Enterprise-Support-Manual.pdf, "Last Updated: August 18, 2026") uses "SLA" only for FIRST-RESPONSE times (Standard 12x5: Sev 1 2 hours, Sev 2 8 hours, Sev 3 48 hours), lists BugSnag under Standard support only, and has support staff use "commercially reasonable efforts" to respond and resolve — response times, not uptime, and no credit; (2) the pricing page (https://www.bugsnag.com/pricing/) mentions "SLA" only as customer metadata you can attach to errors ("Attach meta-data such as revenue, SLA, and subscription tier"); (3) the enterprise page's "99.93% stability score" is a Mercado Libre case-study app-stability metric, NOT a BugSnag uptime commitment, and it should not be cited as one. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a BugSnag commitment. If a customer believes an availability commitment applies, the only place it could live is the customer's own negotiated Order with SmartBear — unpublished, and not verifiable from here. Sources: https://smartbear.com/terms-of-use/ + https://smartbear.com/legal/solution-specific-terms/ + the SmartBear Enterprise Support Manual + https://www.bugsnag.com/pricing/ + the BugSnag enterprise page, read first-hand 2026-10-09. Ontracko still tracks Bugsnag’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Bugsnag's SLA uptime commitment?
Bugsnag does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Bugsnag elsewhere did not come from Bugsnag's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Bugsnag pay an SLA service credit?
No — and there is no commitment behind it either. Bugsnag's published agreement states no uptime percentage and provides no service credit, so there is no figure to miss and nothing to file for a bad month. If you have a service level with Bugsnag, it lives in your own Order Form or negotiated agreement — that document, not a public page, is where any commitment and any remedy would be. BUGSNAG PUBLISHES NO AVAILABILITY SLA, SO THERE IS NO UPTIME FIGURE TO HOLD IT TO AND NO SERVICE CREDIT TO FILE FOR. BugSnag is a SmartBear product; paid use is governed by the SmartBear Master Solutions Agreement (https://smartbear.com/terms-of-use/, "Last updated February 2, 2026") plus the Solution Specific Terms (https://smartbear.com/legal/solution-specific-terms/), whose "BugSnag Customer Data" clause concerns processing error logs and stack traces — data processing, not availability. Both documents contain ZERO occurrences of "service level", "service credit", "SLA", "uptime" or any "99.x" figure, and no SLA document is published. The MSA's only performance promise is the SmartBear Solution Warranty: "SmartBear warrants to Customer that the SaaS will perform substantially in accordance with the applicable Documentation for the subscription term in the Order, under normal use and circumstances." Its Limited Remedy: if a material non-conformity is claimed within thirty (30) days of discovering it, SmartBear "will use commercially reasonable efforts to correct the non-conforming Licensed Software or SaaS", or, if that is impracticable, may terminate the Order Term and refund pro-rated prepaid Fees for access not received — a warranty-cure/termination remedy, NOT a service credit and not an uptime figure; that 30-day period is a warranty notice period, not an SLA credit deadline. Warranty Disclaimer: except for that limited warranty, "THE SOLUTION IS PROVIDED "AS IS"". Three decoys, not an availability SLA: (1) the SmartBear Support Manual (https://assets.smartbear.com/asset/c5829dd0-c9bd-478e-b81c-b5739348323e/SmartBear-Enterprise-Support-Manual.pdf, "Last Updated: August 18, 2026") uses "SLA" only for FIRST-RESPONSE times (Standard 12x5: Sev 1 2 hours, Sev 2 8 hours, Sev 3 48 hours), lists BugSnag under Standard support only, and has support staff use "commercially reasonable efforts" to respond and resolve — response times, not uptime, and no credit; (2) the pricing page (https://www.bugsnag.com/pricing/) mentions "SLA" only as customer metadata you can attach to errors ("Attach meta-data such as revenue, SLA, and subscription tier"); (3) the enterprise page's "99.93% stability score" is a Mercado Libre case-study app-stability metric, NOT a BugSnag uptime commitment, and it should not be cited as one. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a BugSnag commitment. If a customer believes an availability commitment applies, the only place it could live is the customer's own negotiated Order with SmartBear — unpublished, and not verifiable from here. Sources: https://smartbear.com/terms-of-use/ + https://smartbear.com/legal/solution-specific-terms/ + the SmartBear Enterprise Support Manual + https://www.bugsnag.com/pricing/ + the BugSnag enterprise page, read first-hand 2026-10-09.
Does Ontracko file Bugsnag SLA credit claims for me?
No — Bugsnag's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Bugsnag for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Bugsnag and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.