Automation
Tray.ai SLA credit guide
What Tray.ai's own agreement actually says about availability: no uptime percentage, no credit schedule and no claim process, so there is nothing to file for a bad month — plus where a service level for Tray.ai would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit does Tray.ai pay when it misses?
Tray.ai publishes NO availability SLA at all — no uptime percentage, no credit schedule and no claim process — so there is nothing to file for a bad month, and any "Tray.ai uptime guarantee" figure circulating elsewhere did not come from Tray.ai's own terms. If you have a service level with Tray.ai, it lives in your own Order Form or negotiated agreement — that document, not a public page, is where the commitment and any remedy actually are. Ontracko monitors Tray.ai for free either way and keeps the dated outage record, which is what a renewal conversation runs on. One more thing about the deadline, because Tray.ai not stating one is not the same as there being none: file promptly anyway. A contract can carry a limitation period nobody printed, evidence ages badly, and the status-page record a claim is built on is easiest to defend while it is fresh. If Ontracko shows a date against a Tray.ai claim, that date is our own monitoring reminder rather than anything Tray.ai set — we will never let it expire a claim, and you should never quote it to Tray.ai as their window.
Uptime commitment
None published
Filing window
Nothing to file
Services with SLA data
1
Credit tiers by service
No filable service credit exists for Tray.ai (Master Subscription Agreement — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. NO AVAILABILITY SLA IS PUBLISHED, AND THIS IS A DEFINITIVE FINDING RATHER THAN A FAILED SEARCH. Tray's own legal footer links Privacy, Cookies, MSA, DPA, SLA, Sub-processors and Status — and the "SLA" link, https://tray.ai/legal/sla/, serves a page titled "Support Terms" (Last updated January 1, 2026), read first-hand in full on 4 October 2026. It defines four severity levels and sets support RESPONSE-TIME targets — for Severity 1, 4 hours within business hours on Advantage and 1 hour 24x7x365 on Advantage Plus — and nothing else: no uptime percentage, no definition of availability or downtime, no service credit and no remedy of any kind. THOSE RESPONSE TIMES ARE A SEPARATE OBLIGATION ABOUT HOW FAST SUPPORT ANSWERS, NOT HOW AVAILABLE THE SERVICE IS: they set no filing deadline and pay no credit. THE BINDING CONTRACT IS SILENT TOO. The Tray.ai Master Subscription Agreement at https://tray.ai/legal/msa/ (Last updated January 28, 2025), read first-hand in full, contains zero occurrences of "uptime", "service level", "service credit" or "availability". WHAT TRAY WARRANTS IS CONFORMITY, NOT AVAILABILITY: §7.2 warrants that "the Tray Service will perform materially in accordance with the Documentation under normal use and circumstances", and the exclusive remedy is that Tray will promptly correct material reproducible errors — and if it cannot within a commercially reasonable time after written notice of breach, the customer may terminate the applicable Order Form and receive a refund of any prepaid, unused fees for the remainder of the Subscription Term. THAT IS A CORRECT-OR-TERMINATE-AND-REFUND LADDER TRIGGERED BY NONCONFORMITY WITH THE DOCUMENTATION, NOT A SERVICE CREDIT, AND AN OUTAGE IS NOT BY ITSELF ITS TRIGGER. §7.3 provides the Tray Service "AS IS" and states that Tray "DOES NOT REPRESENT OR WARRANT THAT THE TRAY SERVICE (A) WILL PERFORM WITHOUT INTERRUPTION OR ERROR". The only "credit" in the MSA is a BILLING adjustment: §4 says a customer who believes an invoice is incorrect must contact Tray in writing within sixty days of the invoice date to be eligible for an adjustment or credit — an invoice-dispute window, not a service credit for downtime. IF A CUSTOMER HOLDS AN AVAILABILITY COMMITMENT FOR TRAY, THE ONLY PLACE IT CAN LIVE IS THEIR OWN ORDER FORM — unpublished, and not verifiable from here. Read that document before asserting any figure.
Is there a Tray.ai SLA credit to file?
No — there is nothing to file. Tray.ai's standard agreement doesn't pay a per-incident service credit, so filing a claim would go nowhere. NO AVAILABILITY SLA IS PUBLISHED, AND THIS IS A DEFINITIVE FINDING RATHER THAN A FAILED SEARCH. Tray's own legal footer links Privacy, Cookies, MSA, DPA, SLA, Sub-processors and Status — and the "SLA" link, https://tray.ai/legal/sla/, serves a page titled "Support Terms" (Last updated January 1, 2026), read first-hand in full on 4 October 2026. It defines four severity levels and sets support RESPONSE-TIME targets — for Severity 1, 4 hours within business hours on Advantage and 1 hour 24x7x365 on Advantage Plus — and nothing else: no uptime percentage, no definition of availability or downtime, no service credit and no remedy of any kind. THOSE RESPONSE TIMES ARE A SEPARATE OBLIGATION ABOUT HOW FAST SUPPORT ANSWERS, NOT HOW AVAILABLE THE SERVICE IS: they set no filing deadline and pay no credit. THE BINDING CONTRACT IS SILENT TOO. The Tray.ai Master Subscription Agreement at https://tray.ai/legal/msa/ (Last updated January 28, 2025), read first-hand in full, contains zero occurrences of "uptime", "service level", "service credit" or "availability". WHAT TRAY WARRANTS IS CONFORMITY, NOT AVAILABILITY: §7.2 warrants that "the Tray Service will perform materially in accordance with the Documentation under normal use and circumstances", and the exclusive remedy is that Tray will promptly correct material reproducible errors — and if it cannot within a commercially reasonable time after written notice of breach, the customer may terminate the applicable Order Form and receive a refund of any prepaid, unused fees for the remainder of the Subscription Term. THAT IS A CORRECT-OR-TERMINATE-AND-REFUND LADDER TRIGGERED BY NONCONFORMITY WITH THE DOCUMENTATION, NOT A SERVICE CREDIT, AND AN OUTAGE IS NOT BY ITSELF ITS TRIGGER. §7.3 provides the Tray Service "AS IS" and states that Tray "DOES NOT REPRESENT OR WARRANT THAT THE TRAY SERVICE (A) WILL PERFORM WITHOUT INTERRUPTION OR ERROR". The only "credit" in the MSA is a BILLING adjustment: §4 says a customer who believes an invoice is incorrect must contact Tray in writing within sixty days of the invoice date to be eligible for an adjustment or credit — an invoice-dispute window, not a service credit for downtime. IF A CUSTOMER HOLDS AN AVAILABILITY COMMITMENT FOR TRAY, THE ONLY PLACE IT CAN LIVE IS THEIR OWN ORDER FORM — unpublished, and not verifiable from here. Read that document before asserting any figure. Ontracko still tracks Tray.ai’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Tray.ai's SLA uptime commitment?
Tray.ai does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Tray.ai elsewhere did not come from Tray.ai's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Tray.ai pay an SLA service credit?
No — and there is no commitment behind it either. Tray.ai's published agreement states no uptime percentage and provides no service credit, so there is no figure to miss and nothing to file for a bad month. If you have a service level with Tray.ai, it lives in your own Order Form or negotiated agreement — that document, not a public page, is where any commitment and any remedy would be. NO AVAILABILITY SLA IS PUBLISHED, AND THIS IS A DEFINITIVE FINDING RATHER THAN A FAILED SEARCH. Tray's own legal footer links Privacy, Cookies, MSA, DPA, SLA, Sub-processors and Status — and the "SLA" link, https://tray.ai/legal/sla/, serves a page titled "Support Terms" (Last updated January 1, 2026), read first-hand in full on 4 October 2026. It defines four severity levels and sets support RESPONSE-TIME targets — for Severity 1, 4 hours within business hours on Advantage and 1 hour 24x7x365 on Advantage Plus — and nothing else: no uptime percentage, no definition of availability or downtime, no service credit and no remedy of any kind. THOSE RESPONSE TIMES ARE A SEPARATE OBLIGATION ABOUT HOW FAST SUPPORT ANSWERS, NOT HOW AVAILABLE THE SERVICE IS: they set no filing deadline and pay no credit. THE BINDING CONTRACT IS SILENT TOO. The Tray.ai Master Subscription Agreement at https://tray.ai/legal/msa/ (Last updated January 28, 2025), read first-hand in full, contains zero occurrences of "uptime", "service level", "service credit" or "availability". WHAT TRAY WARRANTS IS CONFORMITY, NOT AVAILABILITY: §7.2 warrants that "the Tray Service will perform materially in accordance with the Documentation under normal use and circumstances", and the exclusive remedy is that Tray will promptly correct material reproducible errors — and if it cannot within a commercially reasonable time after written notice of breach, the customer may terminate the applicable Order Form and receive a refund of any prepaid, unused fees for the remainder of the Subscription Term. THAT IS A CORRECT-OR-TERMINATE-AND-REFUND LADDER TRIGGERED BY NONCONFORMITY WITH THE DOCUMENTATION, NOT A SERVICE CREDIT, AND AN OUTAGE IS NOT BY ITSELF ITS TRIGGER. §7.3 provides the Tray Service "AS IS" and states that Tray "DOES NOT REPRESENT OR WARRANT THAT THE TRAY SERVICE (A) WILL PERFORM WITHOUT INTERRUPTION OR ERROR". The only "credit" in the MSA is a BILLING adjustment: §4 says a customer who believes an invoice is incorrect must contact Tray in writing within sixty days of the invoice date to be eligible for an adjustment or credit — an invoice-dispute window, not a service credit for downtime. IF A CUSTOMER HOLDS AN AVAILABILITY COMMITMENT FOR TRAY, THE ONLY PLACE IT CAN LIVE IS THEIR OWN ORDER FORM — unpublished, and not verifiable from here. Read that document before asserting any figure.
Does Ontracko file Tray.ai SLA credit claims for me?
No — Tray.ai's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Tray.ai for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Tray.ai and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.