SaaS / CRM
Salesforce SLA credit guide
What Salesforce owes you when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
Uptime commitment
99.9%
Filing window
30 days
Services with SLA data
1
Credit calculator
This vendor’s credits are governed by your contract (MSA/order form) rather than a published tier table, so an exact percentage can’t be auto-calculated. Ontracko still assembles the incident evidence and claim text — connect the vendor to generate a filable kit.
Credit tiers by service
Credits for Salesforce (all clouds) are governed by your contract (MSA/order form), not a published tier table. Salesforce does not publish a standard credit tariff — credits are governed by your MSA. The kit cites Trust incident IDs; route the claim via your AE or a support case.
How to file a Salesforce SLA credit claim
Portal: Salesforce Help ↗
- Open a case with Salesforce support as a system administrator.
- Reference the Trust incident IDs from section 3 (status.salesforce.com keeps the public record).
- Salesforce service credits are governed by your Master Subscription Agreement — cite the availability clause of your MSA.
- Route the claim through your account executive if you have one; MSA credits are typically negotiated, not tariffed.
Evidence you’ll need
- •Org ID
- •Instance (e.g. NA85)
- •Trust incident ID
- •Incident timestamps
Common exclusions
- •Scheduled maintenance windows
- •Sandbox instances
Frequently asked
What is Salesforce's SLA uptime commitment?
Salesforce (all clouds) carries a 99.9% monthly uptime commitment.
What is the deadline to file a Salesforce SLA credit claim?
Claims are generally due within 30 days of the incident (verify the exact clause in Salesforce's SLA before filing).
Does Ontracko file Salesforce SLA credit claims for me?
Ontracko monitors Salesforce 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 Salesforce and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.