Payments
Recurly SLA credit guide
Whether Recurly owes you anything when it misses its uptime commitment — a credit is owed only if you have executed a separate agreement with Recurly that specifically references this SLA — plus its published credit formula and cap, the filing deadline and how to file.
What SLA credit does Recurly pay when it misses?
When Recurly (merchants whose executed agreement references the SLA) misses its 99.5% monthly uptime commitment, an SLA service credit is owed ONLY IF you have executed a separate agreement with Recurly that specifically references this SLA — otherwise nothing is owed, however bad the month, and Ontracko cannot see which applies to you. Where it does apply, the credit is Recurly's published formula, not a tier table, and it is claimable within 5 business days of incident onset; this page quotes no amount. Confirm the condition on your own paper and verify the exact clause before filing.
Uptime commitment
99.5%
Filing window
5 business days
counted from incident onset
Services with SLA data
1
How the credit is computed
Recurly (merchants whose executed agreement references the SLA) 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 an account credit equal to 10% of the portion of Fees applicable to the affected Service, for each FULL HOUR in the month that the affected Service is unavailable beyond the System Availability metric, and THE SLA APPLIES ONLY TO A MERCHANT THAT HAS EXECUTED A SEPARATE AGREEMENT WITH RECURLY THAT SPECIFICALLY REFERENCES THIS SLA — without one nothing is owed, however bad the month — and part-hours accrue nothing: the accrual counts full hours only. Capped in aggregate at 100% of the Fees payable for the affected Services in that month, and credits may not be redeemed for cash.
That rate is published, not private to your order form. Ontracko measures the qualifying minutes from the incident record and assembles the claim text against them; the vendor applies its own rate to the result.
Read off Recurly (merchants whose executed agreement references the SLA)’s published SLA: https://recurly.com/legal/sla/
Credit tiers by service
Recurly (merchants whose executed agreement references the SLA) 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. IT MAY NOT APPLY TO YOU AT ALL — the document opens in capitals: the SLA "WILL ONLY APPLY TO THE EXTENT MERCHANT HAS EXECUTED A SEPARATE AGREEMENT WITH RECURLY THAT SPECIFICALLY REFERENCES THIS SLA." Check whether any agreement you have executed with Recurly specifically references this SLA before filing; if none does, nothing is owed, however bad the month. FIVE BUSINESS DAYS FROM THE DOWNTIME, not from month-end and not in calendar days: "Merchant must notify Recurly in writing (email is sufficient) within five (5) business days from the time of Downtime, and failure to provide such notice will forfeit the right to receive the SLA Credit." The SLA names no support address or form, so send the notice to your Recurly account contact and to support, and keep the sent timestamp. THE COMMITMENT IS LOW: 99.5% System Availability over one-month periods — about 3 hours 39 minutes of allowed downtime in a 30-day month, far more slack than the 99.9% norm, so many visible outages will not breach it. The credit is an ACCRUAL, not a tier table: for EACH FULL HOUR in a month that the affected Service is unavailable beyond the System Availability metric, an account credit equal to 10% of the portion of Fees applicable to that Service, capped in aggregate at 100% of the Fees payable for the affected Services in that month. Part-hours pay nothing. THE DENOMINATOR IS NOT CALENDAR TIME: Total Scheduled Availability is 24/7 in minutes EXCLUDING System Maintenance, so maintenance is removed from both sides of the fraction. Downtime is defined by USER IMPACT, not by a probe: the minutes during which A MAJORITY of the merchant's users of the affected Service cannot access it, perform ordinary functions per specification, or use it for normal business operations — so gather user-side evidence, not just a status-page screenshot. Payment Gateway Outages are expressly excluded, which matters for a billing platform: a failure at the gateway is not Recurly's Downtime. Credits may not be redeemed for cash. The published page shows no effective or last-updated date.
How to file a Recurly SLA credit claim
Portal: Recurly — written notice (email is sufficient) ↗
- ⚠️ CHECK YOUR EXECUTED AGREEMENT FIRST — THE SLA MAY NOT APPLY TO YOU AT ALL, AND ONTRACKO CANNOT SEE YOUR AGREEMENTS. Recurly's SLA opens in capitals: "THE FOLLOWING SERVICE LEVEL AGREEMENT ("SLA") WILL ONLY APPLY TO THE EXTENT MERCHANT HAS EXECUTED A SEPARATE AGREEMENT WITH RECURLY THAT SPECIFICALLY REFERENCES THIS SLA." If no agreement you have executed with Recurly specifically references this SLA, nothing is owed however bad the month — which is why Ontracko quotes no amount for Recurly. Read your agreement before filing.
- ⏰ FIVE BUSINESS DAYS FROM THE TIME OF THE DOWNTIME — not calendar days, and not from month-end. Failure to give notice in the window forfeits the right to the credit outright, so send it before you have finished building the evidence.
- 📧 The SLA names no address or form: "Merchant must notify Recurly in writing (email is sufficient)." Email your Recurly account contact AND support, paste the claim text from section 8, and keep the sent timestamp as proof of the filing date.
- ⚠️ THE BAR IS 99.5%, NOT 99.9% — roughly 3 hours 39 minutes of allowed downtime in a 30-day month. Many visible outages simply do not breach it; check before promising anyone money.
- The credit is an ACCRUAL and part-hours pay nothing: 10% of the Fees for the affected Service for EACH FULL HOUR in the month that it was unavailable beyond the System Availability metric, capped in aggregate at 100% of that month's Fees for the affected Services. Count whole hours only.
- Compute it their way: System Availability = (Actual Availability ÷ Total Scheduled Availability) × 100, where Total Scheduled Availability is 24/7 in minutes EXCLUDING System Maintenance — maintenance comes out of both sides of the fraction, not just the numerator.
- ⚠️ DOWNTIME IS DEFINED BY USER IMPACT, NOT BY A PROBE: it is the minutes a MAJORITY of your users of the affected Service could not access it, perform ordinary functions per specification, or use it for normal business operations. Attach your own user-side evidence; a status-page screenshot alone does not meet the definition.
- Payment Gateway Outages are expressly excluded — for a billing platform this is the exclusion that guts most claims, so confirm the failure was Recurly's and not the gateway's. Credits may not be redeemed for cash.
Evidence you’ll need
- •Written notice to Recurly (email is sufficient) inside the 5-business-day window
- •The dates and times of the Downtime
- •The affected Service
- •Evidence that a majority of the merchant's users could not access or use the Service
Common exclusions
- •Merchants without an executed agreement that specifically references this SLA
- •System Maintenance
- •Payment Gateway Outages
- •Force Majeure Events
- •Use not in accordance with Recurly's documentation
Frequently asked
What is Recurly's SLA uptime commitment?
Recurly (merchants whose executed agreement references the SLA) carries a 99.5% monthly uptime commitment.
Does Recurly pay an SLA service credit?
Yes, but only if you have executed a separate agreement with Recurly that specifically references this SLA — otherwise nothing is owed, however bad the month. Recurly (merchants whose executed agreement references the SLA) 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 an account credit equal to 10% of the portion of Fees applicable to the affected Service, for each FULL HOUR in the month that the affected Service is unavailable beyond the System Availability metric, and THE SLA APPLIES ONLY TO A MERCHANT THAT HAS EXECUTED A SEPARATE AGREEMENT WITH RECURLY THAT SPECIFICALLY REFERENCES THIS SLA — without one nothing is owed, however bad the month — and part-hours accrue nothing: the accrual counts full hours only. Capped in aggregate at 100% of the Fees payable for the affected Services in that month, and credits may not be redeemed for cash. That rate is published, not private to your order form. Ontracko measures the qualifying minutes from the incident record and assembles the claim text against them; the vendor applies its own rate to the result.
What is the deadline to file a Recurly SLA credit claim?
Claims are generally due within 5 business days of incident onset (verify the exact clause in Recurly's SLA before filing).
Does Ontracko file Recurly SLA credit claims for me?
A credit is owed only if you have executed a separate agreement with Recurly that specifically references this SLA — otherwise nothing is owed, however bad the month. Ontracko monitors Recurly for free, detects SLA breaches automatically, and assembles the claim package: the incident evidence, the qualifying downtime minutes and the claim text. Recurly's credit accrues at a published rate with the length of the outage, not through a tier table. That rate is published, not private to your order form. Ontracko measures the qualifying minutes from the incident record and assembles the claim text against them; the vendor applies its own rate to the result. Ontracko quotes no dollar figure. You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Recurly and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.