HR & Finance
Carta SLA credit guide
What Carta'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 Carta would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit does Carta pay when it misses?
Carta 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 "Carta uptime guarantee" figure circulating elsewhere did not come from Carta's own terms. If you have a service level with Carta, 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 Carta 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 Carta 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 Carta claim, that date is our own monitoring reminder rather than anything Carta set — we will never let it expire a claim, and you should never quote it to Carta 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 Carta (Master Subscription Agreement — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. CARTA PUBLISHES NO AVAILABILITY SLA, SO THERE IS NO UPTIME FIGURE TO HOLD IT TO AND NO SERVICE CREDIT TO FILE FOR. Paid use of Carta is governed by the Carta Master Subscription Agreement (https://carta.com/legal/terms-agreements/master-subscription-agreement/, "This agreement was last updated on December 12, 2025") plus the Terms of Service (https://carta.com/legal/terms-agreements/terms-service/). Neither contains any occurrence of "service level", "service credit", "SLA", "uptime" or any "99.x" figure, the Terms & Agreements index (https://carta.com/legal/terms-agreements/) lists no SLA document, and the pricing page (https://carta.com/plans/equity-management/) contains no "SLA", "uptime", "service level" or "99." text. The MSA's only performance promise is §8.2 Product Warranty: Carta warrants that "(i) it will provide the Hosted Services in a manner consistent with generally accepted industry standards, (ii) the Hosted Services will perform substantially as described in the applicable Documentation" and (iii) the configuration conforms to the Agreement/Order Form; "In the event of breach of (i)-(iii) above, Customer’s sole and exclusive remedies are those described in the section titled “Termination Rights.”" §12.3 Termination Rights lets either party terminate for a breach not cured "within thirty (30) days of written notice" — a termination-for-breach remedy with a cure period, NOT a service credit and NOT an SLA credit deadline. §9: "THE CARTA SERVICES ARE PROVIDED TO CUSTOMER STRICTLY ON AN “AS IS” BASIS", and "All Fees under this Agreement are nonrefundable except as otherwise set forth herein." The Terms of Service add that the Content is provided "AS IS" and "AS AVAILABLE" and is not warranted to operate error-free or on an uninterrupted basis. Three decoys, not an availability SLA: (1) §7 Support — Carta "shall use commercially reasonable efforts to correct at no additional charge any reproducible errors reported by Customer" — a support efforts promise, no uptime figure and no credit; (2) the MSA's Non-Carta Services clause, where Carta "cannot guarantee the continued availability of such Carta Services features and may cease providing them without entitling Customer to any refund, credit, or other compensation" — an integration disclaimer that expressly REFUSES credit, not a credit promise; (3) "Capital Call Lines of Credit" and "Private Credit" are Carta lending products/market segments, NOT service credits. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Carta commitment. If a customer believes an availability commitment applies, the only place it could live is the customer's own negotiated Order Form with Carta — unpublished, and not verifiable from here. Sources: https://carta.com/legal/terms-agreements/master-subscription-agreement/ + https://carta.com/legal/terms-agreements/terms-service/ + https://carta.com/legal/terms-agreements/ + https://carta.com/plans/equity-management/, read first-hand 2026-10-09.
Is there a Carta SLA credit to file?
No — there is nothing to file. Carta's standard agreement doesn't pay a per-incident service credit, so filing a claim would go nowhere. CARTA PUBLISHES NO AVAILABILITY SLA, SO THERE IS NO UPTIME FIGURE TO HOLD IT TO AND NO SERVICE CREDIT TO FILE FOR. Paid use of Carta is governed by the Carta Master Subscription Agreement (https://carta.com/legal/terms-agreements/master-subscription-agreement/, "This agreement was last updated on December 12, 2025") plus the Terms of Service (https://carta.com/legal/terms-agreements/terms-service/). Neither contains any occurrence of "service level", "service credit", "SLA", "uptime" or any "99.x" figure, the Terms & Agreements index (https://carta.com/legal/terms-agreements/) lists no SLA document, and the pricing page (https://carta.com/plans/equity-management/) contains no "SLA", "uptime", "service level" or "99." text. The MSA's only performance promise is §8.2 Product Warranty: Carta warrants that "(i) it will provide the Hosted Services in a manner consistent with generally accepted industry standards, (ii) the Hosted Services will perform substantially as described in the applicable Documentation" and (iii) the configuration conforms to the Agreement/Order Form; "In the event of breach of (i)-(iii) above, Customer’s sole and exclusive remedies are those described in the section titled “Termination Rights.”" §12.3 Termination Rights lets either party terminate for a breach not cured "within thirty (30) days of written notice" — a termination-for-breach remedy with a cure period, NOT a service credit and NOT an SLA credit deadline. §9: "THE CARTA SERVICES ARE PROVIDED TO CUSTOMER STRICTLY ON AN “AS IS” BASIS", and "All Fees under this Agreement are nonrefundable except as otherwise set forth herein." The Terms of Service add that the Content is provided "AS IS" and "AS AVAILABLE" and is not warranted to operate error-free or on an uninterrupted basis. Three decoys, not an availability SLA: (1) §7 Support — Carta "shall use commercially reasonable efforts to correct at no additional charge any reproducible errors reported by Customer" — a support efforts promise, no uptime figure and no credit; (2) the MSA's Non-Carta Services clause, where Carta "cannot guarantee the continued availability of such Carta Services features and may cease providing them without entitling Customer to any refund, credit, or other compensation" — an integration disclaimer that expressly REFUSES credit, not a credit promise; (3) "Capital Call Lines of Credit" and "Private Credit" are Carta lending products/market segments, NOT service credits. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Carta commitment. If a customer believes an availability commitment applies, the only place it could live is the customer's own negotiated Order Form with Carta — unpublished, and not verifiable from here. Sources: https://carta.com/legal/terms-agreements/master-subscription-agreement/ + https://carta.com/legal/terms-agreements/terms-service/ + https://carta.com/legal/terms-agreements/ + https://carta.com/plans/equity-management/, read first-hand 2026-10-09. Ontracko still tracks Carta’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Carta's SLA uptime commitment?
Carta does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Carta elsewhere did not come from Carta's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Carta pay an SLA service credit?
No — and there is no commitment behind it either. Carta'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 Carta, 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. CARTA PUBLISHES NO AVAILABILITY SLA, SO THERE IS NO UPTIME FIGURE TO HOLD IT TO AND NO SERVICE CREDIT TO FILE FOR. Paid use of Carta is governed by the Carta Master Subscription Agreement (https://carta.com/legal/terms-agreements/master-subscription-agreement/, "This agreement was last updated on December 12, 2025") plus the Terms of Service (https://carta.com/legal/terms-agreements/terms-service/). Neither contains any occurrence of "service level", "service credit", "SLA", "uptime" or any "99.x" figure, the Terms & Agreements index (https://carta.com/legal/terms-agreements/) lists no SLA document, and the pricing page (https://carta.com/plans/equity-management/) contains no "SLA", "uptime", "service level" or "99." text. The MSA's only performance promise is §8.2 Product Warranty: Carta warrants that "(i) it will provide the Hosted Services in a manner consistent with generally accepted industry standards, (ii) the Hosted Services will perform substantially as described in the applicable Documentation" and (iii) the configuration conforms to the Agreement/Order Form; "In the event of breach of (i)-(iii) above, Customer’s sole and exclusive remedies are those described in the section titled “Termination Rights.”" §12.3 Termination Rights lets either party terminate for a breach not cured "within thirty (30) days of written notice" — a termination-for-breach remedy with a cure period, NOT a service credit and NOT an SLA credit deadline. §9: "THE CARTA SERVICES ARE PROVIDED TO CUSTOMER STRICTLY ON AN “AS IS” BASIS", and "All Fees under this Agreement are nonrefundable except as otherwise set forth herein." The Terms of Service add that the Content is provided "AS IS" and "AS AVAILABLE" and is not warranted to operate error-free or on an uninterrupted basis. Three decoys, not an availability SLA: (1) §7 Support — Carta "shall use commercially reasonable efforts to correct at no additional charge any reproducible errors reported by Customer" — a support efforts promise, no uptime figure and no credit; (2) the MSA's Non-Carta Services clause, where Carta "cannot guarantee the continued availability of such Carta Services features and may cease providing them without entitling Customer to any refund, credit, or other compensation" — an integration disclaimer that expressly REFUSES credit, not a credit promise; (3) "Capital Call Lines of Credit" and "Private Credit" are Carta lending products/market segments, NOT service credits. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Carta commitment. If a customer believes an availability commitment applies, the only place it could live is the customer's own negotiated Order Form with Carta — unpublished, and not verifiable from here. Sources: https://carta.com/legal/terms-agreements/master-subscription-agreement/ + https://carta.com/legal/terms-agreements/terms-service/ + https://carta.com/legal/terms-agreements/ + https://carta.com/plans/equity-management/, read first-hand 2026-10-09.
Does Ontracko file Carta SLA credit claims for me?
No — Carta's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Carta for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Carta and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.