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Egnyte SLA credit guide
What Egnyte's own document actually says about uptime — a 99.9% target it aims at rather than a level it commits to — and the tiered service credit it nonetheless pays for a month that falls short: the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
What SLA credit does Egnyte pay when it misses?
When Egnyte (published SLA — all customers under the Agreement) falls below the 99.9% monthly uptime target it states, Egnyte's published SLA pays a service credit worth 10%–50% of the affected service's monthly spend — larger the further uptime fell — claimable within 15 business days of incident onset. It's a credit toward a future invoice, not a cash refund.
Uptime target — not a commitment
99.9%
Filing window
15 business days
counted from incident onset
Services with SLA data
1
Credit calculator
SLA target is 99.9% — enter what you actually observed.
Enter your monthly spend above to see the dollar credit for a 10% tier.
Estimate only, from the vendor’s published tiers — the final credit is set by the vendor against your actual invoice and their SLA definitions.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| 99.5% – under 99.9% | 10% of spend |
| 99% to 99.4% | 25% of spend |
| below 99% | 50% of spend |
A VERIFIED PUBLISHED PAYER WITH A TARGET (NOT GUARANTEE) COMMITMENT, APPLYING TO ALL CUSTOMERS UNDER THE AGREEMENT. Source: Egnyte's Service Level Agreement at https://www.egnyte.com/service-level-agreement/01-2020 — the base /service-level-agreement path 404s; the dated 01-2020 path is the live published document (HTTP 200). The document carries no in-body effective date, so its provenance is the 01-2020 URL path and nothing more. NOT ORDER-FORM-RESTRICTED: the SLA applies to all customers under the Agreement, so the 99.9% figure is public (commitmentDisclosure "published"). THE FIGURE IS A TARGET, NOT A GUARANTEE: Egnyte "targets at least 99.9% System Availability during each calendar month" — the verb is "targets", an aim rather than a promise, so no surface may call the 99.9% a commitment even though it is printed. System Availability is measured PER CALENDAR MONTH as the percentage of total time the Services are at least available to Customer through a web browser, EXCLUDING the Scheduled Maintenance Window and Emergency Maintenance — maintenance is removed from the denominator (wall clock on a maintenance-adjusted clock). THE CREDIT TABLE, as a percentage of the Attributable Monthly Subscription Fees (= one-twelfth of the base annual fee for the Services): 99.9% to 99.5% → 10%; 99.4% to 99.0% → 25%; < 99.0% → 50%. ⚠️ THE DOCUMENTED GAP STRICTLY BETWEEN 99.4% AND 99.5%: the table runs "99.4% to 99.0%" (25%) up to "99.9% to 99.5%" (10%), leaving a System Availability strictly between 99.4% and 99.5% in no band at all. A month landing there is below the 99.9% target — a shortfall — and Egnyte's own table sets no credit percentage for it; reproduced faithfully (band 2's 99.4% upper endpoint inclusive, band 1 bottoming at 99.5% inclusive, and the open (99.4%, 99.5%) interval a declared creditTierGaps entry) rather than smoothed over, the vercel/tailscale pattern. Do not read a credit into it. ⏰ THE WINDOW IS 15 BUSINESS DAYS FROM THE INCIDENT DATE, NOT FROM MONTH-END: "Customer must notify Egnyte via email to slaclaim@egnyte.com within fifteen business days from the date of the incident Customer first believes entitles it to receive a remedy." Missing it forfeits the credit — file by email to slaclaim@egnyte.com and keep the sent timestamp (deadlineBusinessDays set; see DEADLINE_BASIS.egnyte = incident_start). Egnyte validates claims using its own log files, database records and audit logs. THE CAP: the maximum credit in any given month is calculated against the Attributable Monthly Subscription Fee — the 50% bottom band IS the monthly ceiling; there is no separate aggregate percentage cap beyond the bands (no CREDIT_CAP entry on purpose). HOW CREDITS SETTLE: Service Credits are redeemed at renewal (applied against the renewal Subscription Term and never exceeding that term's fees); if the agreement has expired or terminated so credits cannot be applied forward, Egnyte will promptly PAY the customer the amount of the credit — so the credit is genuinely cash-valued. The Service Credit is the SOLE AND EXCLUSIVE remedy. ⚠️ THE TERMINATION RIGHT IS A COMMERCIAL LEVER, NOT A FILABLE CREDIT: Customer may terminate on 30 days' notice if System Availability is below 97% with one or more validated SLA claims in each of three consecutive calendar months, OR in each of three out of five consecutive calendar months — recorded here but not modelled as a gated credit (the Postman/Contentful/New Relic precedent: a termination right is a commercial decision Ontracko cannot file). EXCLUSIONS: Scheduled Maintenance Window (Fridays, max 3 hours per quarter); Emergency Maintenance; Force Majeure Events; Customer equipment, software or configuration; third-party systems outside Egnyte's direct control; third-party attacks not caused by Egnyte's security failure.
How to file a Egnyte SLA credit claim
Portal: Egnyte SLA claims (email) ↗
- WHAT THE 99.9% ACTUALLY IS — A TARGET, NOT A GUARANTEE. Egnyte "targets at least 99.9% System Availability during each calendar month." The verb is "targets", an aim rather than a promise, so a shortfall is not a hard breach of a guarantee — but the service credit Egnyte pays on a shortfall is real and is what this guide is for. The SLA applies to all customers under the Agreement (it is NOT order-form-restricted). System Availability is the percentage of total time in the month the Services are available to you through a web browser, EXCLUDING the Scheduled Maintenance Window and Emergency Maintenance.
- THE CREDIT TABLE, as a percentage of the Attributable Monthly Subscription Fees (one-twelfth of the base annual fee for the Services): 99.9% to 99.5% → 10%; 99.4% to 99.0% → 25%; below 99.0% → 50%. Ontracko indexes this table on the month's measured uptime, and 99.4% pays 25% because the table writes that boundary as inclusive.
- ⚠️ THE GAP THE TABLE PRICES AT NOTHING: a month that lands STRICTLY between 99.4% and 99.5% is below the 99.9% figure Egnyte targets — a shortfall — but the table assigns it no percentage. Name that interval when you discuss the month; do not quote a zero as though the table addressed it, and do not read 10% or 25% into it. It is an unpriced interval in Egnyte's own document.
- ⏰ FILE WITHIN 15 BUSINESS DAYS FROM THE DATE OF THE INCIDENT, by email to slaclaim@egnyte.com (§ claim procedure). The window runs from the INCIDENT DATE, not from month-end, and missing it forfeits the credit — put the deadline in the calendar the day the incident occurs, and keep the sent timestamp of your email.
- Include the date(s) and time(s) of the incident in your notice. Egnyte validates claims using its own log files, database records and audit logs, so your notice is what starts the clock and their records are what settle it.
- THE CAP AND HOW IT SETTLES: the maximum credit in any month is calculated against the Attributable Monthly Subscription Fee (the 50% bottom band is the monthly ceiling; there is no separate aggregate cap). Service Credits are redeemed at RENEWAL, applied against the renewal Subscription Term and never exceeding that term's fees — but if the agreement has expired or terminated so the credit cannot be applied forward, Egnyte will promptly PAY you the amount of the credit. The service credit is the sole and exclusive remedy.
- ⚠️ THE TERMINATION RIGHT IS A COMMERCIAL LEVER, NOT A CREDIT YOU FILE: you may terminate on 30 days' notice if System Availability is below 97% with one or more validated SLA claims in each of three consecutive calendar months, OR in each of three out of five consecutive calendar months. That is a decision for you, not a claim Ontracko drafts.
- Strip out the exclusions before totalling: the Scheduled Maintenance Window (Fridays, up to 3 hours per quarter); Emergency Maintenance; Force Majeure Events; your own equipment, software or configuration; third-party systems outside Egnyte's direct control; and third-party attacks not caused by a failure of Egnyte's security.
Evidence you’ll need
- •Written notice by email to slaclaim@egnyte.com within the 15-business-day window
- •The date(s) and time(s) of the incident
- •Egnyte validates using its own log files, database records and audit logs
Common exclusions
- •Scheduled Maintenance Window (Fridays, max 3 hours per quarter)
- •Emergency Maintenance
- •Force Majeure Events
- •Customer equipment, software or configuration
- •Third-party systems outside Egnyte's direct control
- •Third-party attacks not caused by Egnyte's security failure
Frequently asked
What is Egnyte's SLA uptime commitment?
Egnyte does not publish a commitment — it publishes a TARGET. Egnyte (published SLA — all customers under the Agreement) states a 99.9% monthly uptime target: a level Egnyte says it aims at, not one it guarantees. Unlike most targets, though, Egnyte's own document pays a service credit when it is missed, in tiers by the measured uptime, so a shortfall is not without a remedy — it is simply not the breach of a guaranteed percentage. The figure is Egnyte's own — it is transcribed from Egnyte's own document and this page does not suppress it — but Egnyte frames it as a level it aims at rather than one it guarantees, so there is no committed percentage to hold Egnyte to. If Egnyte has promised you a binding availability level, it lives in your own Order Form or negotiated agreement rather than on any public page.
How much credit can I claim if Egnyte misses its SLA?
Credits are tiered by measured uptime, from 10% up to 50% of the monthly service spend for the affected service, depending on how far below 99.9% availability fell. One caution: Egnyte's own published table leaves one uptime range below the commitment with no credit percentage at all — strictly between 99.4% and 99.5%. A month that lands there is still a breach, but the table sets no credit for it, so Ontracko states no percentage for that month rather than a zero; take it up with Egnyte directly, citing its own table.
What is the deadline to file a Egnyte SLA credit claim?
Claims are generally due within 15 business days of incident onset (verify the exact clause in Egnyte's SLA before filing).
Does Ontracko file Egnyte SLA credit claims for me?
Ontracko monitors Egnyte for free, detects SLA breaches automatically, and assembles the complete claim package (evidence + credit math + claim text). You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Egnyte and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.