Tailscale SLA credit guide

Portal: Tailscale Support ↗

1. ⚠️ CHECK THE SCOPE FIRST — THIS SLA IS PAID-SUPPORT-PACKAGE / ORDER-FORM ONLY. Its preamble includes the SLA "for all customers that purchase a Silver or Gold support package pursuant to an Order Form with Tailscale" (support packages run Silver, Gold and Platinum by tier). A self-serve or Personal plan has NO SLA and no service credit to claim — confirm the account is on a Silver/Gold/Platinum support package under an Order Form before filing.
2. WHAT THE 99.9% ACTUALLY IS — A TARGET, NOT A GUARANTEE. §2.1: "Tailscale will make commercially reasonable efforts to maintain at least 99.9% Uptime." That is an effort standard, so the 99.9% is a level Tailscale works toward rather than one it promises; a shortfall is not a hard breach of a guarantee. Uptime is measured per CALENDAR MONTH across the core systems — the tailscale.com website and Documentation, the admin console, the API, the coordination server, the DERP relay servers and the package server: (total minutes in the month − Downtime) / total minutes > 99.9%.
3. THE CREDIT TABLE (§4.1), Silver/Gold, as a percentage of that month's Fees: 99.9% or greater → no credit; 90.00% to 99.89% → 5%; under 90.00% → 10%. Ontracko indexes this table on the month's measured uptime, and 99.89% pays 5% because the table writes that boundary as inclusive.
4. ⚠️ THE GAP THE TABLE PRICES AT NOTHING: a month that lands STRICTLY between 99.89% and 99.9% is below the 99.9% figure Tailscale aims at — a shortfall — but the Silver/Gold 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 Name that interval when you discuss the month; do not quote a zero as though the table addressed it, and do not read 5% into it either. It is an unpriced interval in Tailscale's own document.
5. ⏰ FILE WITHIN 30 DAYS AFTER THE END OF THE IMPACTED MONTH, by contacting Support (§4.2). The window runs from month-end, not from the incident — put the date in the calendar the moment the month closes.
6. THE CAP AND HOW IT SETTLES (§4.3): credits are capped at the applicable monthly Fees, are applied to the next invoice, carry no cash value and are non-refundable and non-transferable, and any unused credit expires on termination. The service credit is the sole and exclusive remedy (§1).
7. ⚠️ ELIGIBILITY BAR: all outstanding undisputed invoices must be paid up before a credit is issued — settle the account first.
8. REGIONAL DOWNTIME (§4.1): Downtime is assessed by region, so a customer may be eligible in their region while others are not. Identify the affected Cloud-Provider Region and the core system(s) involved alongside the month.
9. ⚠️ THE PLATINUM VARIANT: if the account holds a Platinum support package the commitment is 99.99% and the bands shift — 99.99%+ → none; 90.00% to 99.989% → 5%; under 90.00% → 10%. Read your own support package before applying the Silver/Gold bands above.
10. Strip out the exclusions before totalling (§5): end-of-maintenance/EOL versions; integrations and third-party services; pre-release/staging/sandbox/Research features; unsupported ancillary apps; devices behind subnet routers; external network or equipment problems outside Tailscale's reasonable control; suspended accounts; self-hosted coordination servers and self-compiled OSS; client software on unsupported hardware/software; use not per the Agreement/Documentation and client modifications; device hardware/abuse defects; and force majeure. Routine maintenance (§2.2.1, ≥48h notice where it may materially disrupt) and emergency maintenance (§2.2.2) are excluded from Downtime.