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Sanity SLA credit guide
What Sanity pays when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
What SLA credit does Sanity pay when it misses?
Sanity does pay an SLA service credit, but it is GATED: an ordinary single month below its 99.95% monthly uptime commitment pays nothing. The credit only becomes payable once the subscriber is on the Enterprise E2 plan (99.95% commitment); Enterprise E1 subscribers have a 99.9% commitment, so a 99.9%–99.95% month is within their SLA and owes nothing — and then it is worth 10%–10% of the affected service's monthly fee (The 10% credit for a 99.9%–99.95% month is owed to Enterprise E2 subscribers, whose Availability Commitment is 99.95%. Enterprise E1 subscribers have a 99.9% commitment, so a 99.9%–99.95% month is within their SLA and owes nothing; below 99.9% Sanity's single credit row does not reach, so it publishes no credit for a deeper month. Service credits may not be exchanged for or converted to monetary amounts — they apply against fees owed. Confirm your Enterprise plan (E1 vs E2) before relying on any figure.). The claim itself must still reach Sanity within 30 days of the end of the affected billing month, so the first month has to be filed protectively, before anyone can know whether the trigger will be met.
Uptime commitment
99.95%
Filing window
30 days
counted from the end of the affected billing month
Services with SLA data
1
Sanity’s credit is gated — one missed month pays nothing
The credit below is real, but it only becomes payable once the subscriber is on the Enterprise E2 plan (99.95% commitment); Enterprise E1 subscribers have a 99.9% commitment, so a 99.9%–99.95% month is within their SLA and owes nothing. A single ordinary month below 99.95% produces no credit at all, so we don’t show a calculator here — it would quote you money you are not owed. The 10% credit for a 99.9%–99.95% month is owed to Enterprise E2 subscribers, whose Availability Commitment is 99.95%. Enterprise E1 subscribers have a 99.9% commitment, so a 99.9%–99.95% month is within their SLA and owes nothing; below 99.9% Sanity's single credit row does not reach, so it publishes no credit for a deeper month. Service credits may not be exchanged for or converted to monetary amounts — they apply against fees owed. Confirm your Enterprise plan (E1 vs E2) before relying on any figure.
File anyway. Notice must reach Sanity at sla.support@sanity.io within 30 days of the missed Availability Commitment, with "SLA Credit Request" in the subject line and the dates and times of each incident, the account handle(s) and reasonable documentation evidencing the outage. A claim that was never lodged cannot be revived once a later month confirms the breach — so the first month must be filed protectively, asking for no amount. Ontracko drafts exactly that.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| 99.9% – under 99.95% | 10% of spend |
These tiers only apply once the subscriber is on the Enterprise E2 plan (99.95% commitment); Enterprise E1 subscribers have a 99.9% commitment, so a 99.9%–99.95% month is within their SLA and owes nothing — an ordinary single month below 99.95% pays nothing. The 10% credit for a 99.9%–99.95% month is owed to Enterprise E2 subscribers, whose Availability Commitment is 99.95%. Enterprise E1 subscribers have a 99.9% commitment, so a 99.9%–99.95% month is within their SLA and owes nothing; below 99.9% Sanity's single credit row does not reach, so it publishes no credit for a deeper month. Service credits may not be exchanged for or converted to monetary amounts — they apply against fees owed. Confirm your Enterprise plan (E1 vs E2) before relying on any figure.
MODELLED AS creditModel "gated_percent" WITH creditGate.eligibilityUnobservable:true — the credit is real but GATED on a customer attribute Ontracko cannot observe: the ENTERPRISE PLAN (E1 vs E2), NOT a support tier. So every shortfall drafts a PROTECTIVE claim that quotes NO amount and the kit states the credit conditioned on the plan. THE COMMITMENT IS PLAN-TIERED (§1): "at least 99.9% of the time for Subscribers under an Enterprise E1, and 99.95% for Enterprise E2 plans, in any calendar month" (the calculation re-initiates on the first of the month at midnight Central European Time — a CET calendar-month reset). It is a GUARANTEE, not a target: the document uses "Availability Commitment", "fails to deliver against" and "the sole and exclusive remedy", with NO "commercially reasonable efforts" language anywhere. THIS PROFILE MODELS THE E2 PLAN (slaCommitment 99.95); the single credit band is assessed against that commitment, which is why its top endpoint is 99.95 and no creditTierCommitment is needed. THE CREDIT (§3.2), ONE ROW ONLY, headed "Enterprise Agreement Availability | Calculation of Service Credit": "99.9% - 99.95% → 10% multiplied by the Annual Service Fee divided by 12" (= 10% of ONE month's fee, flat). It is NON-CASH: "Service credits may not be exchanged for, or converted to, monetary amounts" — applied against fees owed for a Renewal Term, never a refund (the Recurly/Snyk posture), which is why gated_percent stays out of CASH_PERCENT_MODELS and no dollar figure is emitted. THE 10% BAND IS OWED TO E2 SUBSCRIBERS; an E1 subscriber's commitment is 99.9%, so a 99.9%–99.95% month is WITHIN their SLA and owes nothing — quoting 10% to an E1 customer would be the cardinal error, which is why this profile carries eligibilityUnobservable and quotes no figure on any shortfall. BELOW 99.9% THE DOCUMENT IS SILENT — the single credit row does not reach a deeper month, so beneath its own band Sanity publishes no credit (the declared creditTierGaps [0, 99.9) interval; a sub-99.9% month is reported unaddressed, not priced at zero). WINDOW (§3.1): notify sla.support@sanity.io within THIRTY (30) DAYS from the missed Availability Commitment (≈ month-end, DEADLINE_BASIS.sanity = end_of_billing_month); the subject line must contain "SLA Credit Request" and the notice must include the dates and times of each incident, the account handle(s) and reasonable documentation evidencing the outage. EXCLUSIONS (§2): use inconsistent with the Documentation; beta or trial services; acts or omissions of the Subscriber or third parties; the Subscriber's or a third party's hardware or software. Support response-time SLAs (§4–5) are support terms, not availability, and are not modelled. Read first-hand from https://www.sanity.io/legal/sla, dated March 15, 2024.
How to file a Sanity SLA credit claim
Portal: Sanity SLA claims (email) ↗
- ⚠️ CONFIRM YOUR ENTERPRISE PLAN FIRST — THE CREDIT TURNS ON IT, AND ONTRACKO CANNOT SEE IT. Sanity's Availability Commitment is PLAN-TIERED: at least 99.9% per calendar month for Enterprise E1 subscribers, and 99.95% for Enterprise E2. The single published credit row — a month at 99.9%–99.95% earns 10% of one month's fee — is owed to an E2 subscriber (whose commitment is 99.95%). For an E1 subscriber a 99.9%–99.95% month is WITHIN their SLA and owes nothing. Read your own plan off the Order before relying on any figure; that is why Ontracko quotes no amount on a Sanity claim.
- WHAT THE COMMITMENT IS — A GUARANTEE, NOT A TARGET. The SLA uses "Availability Commitment", "fails to deliver against" and "the sole and exclusive remedy", with no "commercially reasonable efforts" language, so a shortfall against your plan's commitment is a hard breach. Availability is measured per CALENDAR MONTH and the calculation re-initiates on the first of the month at midnight Central European Time.
- ⚠️ BELOW 99.9% THE DOCUMENT IS SILENT. Sanity prints ONE credit row and specifies no larger credit for a month below 99.9%, so a deeper month is a breach the table does not price. Name that interval when you discuss the month; do not read 10% into it and do not quote a zero as though the table addressed it. It is unpriced in Sanity's own document.
- ⏰ FILE WITHIN 30 DAYS FROM THE MISSED AVAILABILITY COMMITMENT, by email to sla.support@sanity.io. The subject line MUST contain the words "SLA Credit Request", and the notice must include the dates and times of each incident, the account handle(s), and other reasonable documentation evidencing the outage.
- THE CREDIT IS NON-CASH. Service credits may not be exchanged for, or converted to, monetary amounts — they are applied against the fees owed for a Renewal Term (or, if a party opts out of renewal, used to extend the current term month-to-month). Do not ask for a refund; ask for the credit to be applied to fees. The service credit is the sole and exclusive remedy.
- Strip out the exclusions before totalling (§2): use inconsistent with the Documentation; beta or trial services; acts or omissions of the Subscriber or third parties; and the Subscriber's or a third party's hardware or software.
Evidence you’ll need
- •The words "SLA Credit Request" in the subject line
- •The dates and times of each incident
- •The account handle(s)
- •Other reasonable documentation evidencing the outage
Common exclusions
- •Use inconsistent with the Documentation
- •Beta or trial services
- •Acts or omissions of the Subscriber or third parties
- •The Subscriber's or a third party's hardware or software
Frequently asked
What is Sanity's SLA uptime commitment?
Sanity (Enterprise E2 — 99.95%; E1 subscribers meet SLA at 99.9%) carries a 99.95% monthly uptime commitment.
How much credit can I claim if Sanity misses its SLA?
Nothing for an ordinary single missed month. Sanity's credit only becomes payable once the subscriber is on the Enterprise E2 plan (99.95% commitment); Enterprise E1 subscribers have a 99.9% commitment, so a 99.9%–99.95% month is within their SLA and owes nothing is met; once it is, the published tiers run from 10% to 10% of the affected service's monthly fee. The 10% credit for a 99.9%–99.95% month is owed to Enterprise E2 subscribers, whose Availability Commitment is 99.95%. Enterprise E1 subscribers have a 99.9% commitment, so a 99.9%–99.95% month is within their SLA and owes nothing; below 99.9% Sanity's single credit row does not reach, so it publishes no credit for a deeper month. Service credits may not be exchanged for or converted to monetary amounts — they apply against fees owed. Confirm your Enterprise plan (E1 vs E2) before relying on any figure.. One caution: Sanity's own published table leaves one uptime range below the commitment with no credit percentage at all — strictly between 0% and 99.9%. 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 Sanity directly, citing its own table.
Do I still have to file if Sanity only missed one month?
Yes. The credit needs the subscriber is on the Enterprise E2 plan (99.95% commitment); Enterprise E1 subscribers have a 99.9% commitment, so a 99.9%–99.95% month is within their SLA and owes nothing, which cannot be known until a later month — but the claim itself is due within 30 days of the end of the affected billing month, and a claim that was never lodged cannot be revived once a later month confirms the breach. File it protectively, without claiming an amount.
What is the deadline to file a Sanity SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in Sanity's SLA before filing).
Does Ontracko file Sanity SLA credit claims for me?
Ontracko monitors Sanity for free and drafts the claim — including the PROTECTIVE filing for a month that does not pay on its own, so the right survives to the point where the trigger is met. A protective claim asks for no amount. You file it; Ontracko charges 8% only on credits actually recovered.
Let Ontracko file it for you
Connect Sanity and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.