Edge & Security
Vanta SLA credit guide
What Vanta 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 Vanta pay when it misses?
When Vanta (published SLA — the Services under the MSA) falls below its 99% monthly uptime commitment, Vanta's published SLA pays a service credit worth 10%–20% of the affected service's monthly spend — larger the further uptime fell — claimable within 30 days of the end of the affected billing month. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99%
Filing window
30 days
counted from the end of the affected billing month
Services with SLA data
1
Credit calculator
SLA target is 99% — enter what you actually observed.
Enter your monthly spend above to see the dollar credit for a 10% tier.
Estimate only, from the vendor’s published tiers — the final credit is set by the vendor against your actual invoice and their SLA definitions.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| 95% – under 99% | 10% of spend |
| below 95% | 20% of spend |
A VERIFIED PUBLISHED PAYER: an ordinary, UNGATED tiered credit on a GUARANTEE. Source: Vanta's Service Level Agreement at https://www.vanta.com/legal/sla; the page states no effective or last-updated date. It applies to Customer's use of the Services, with capitalized terms taking their meanings from the MSA. THE COMMITMENT: "During the Service Period of Customer's Order Form, the Services will have a 99% monthly Uptime percentage ("Guaranteed Uptime")", determined on a CALENDAR MONTH basis. The Order Form sets the Service Period during which the guarantee runs; the uptime level itself is printed on the published page. It is a GUARANTEE — "Uptime Guarantee", "Guaranteed Uptime", and Fee Credits are Customer's sole and exclusive remedy for a failure to meet it. MEASUREMENT: Uptime = ((Total minutes in a month − Scheduled Maintenance − Downtime) / (Total minutes in a month − Scheduled Maintenance)) × 100, where Downtime is the total minutes in the month in which Customer's Vanta instance is unavailable — Scheduled Maintenance is removed from both sides of the fraction. THE FEE CREDIT TABLE, as a percentage of the Fees attributable to such month: 99.0% - 100% → 0%; 95.0% - 98.99% → 10%; <95.0% → 20%. The table is written to two decimal places; Ontracko reads "95.0% - 98.99%" as the vendor's 2-dp notation for every month from 95.0% up to the 99.0% row, i.e. the band [95.0%, 99.0%), and "<95.0%" as [0%, 95.0%) — together covering every month below the 99% guarantee. Fee Credits are applied against future Fees, to Customer's next invoice. ⏰ THE WINDOW: Customer must notify Vanta within thirty (30) days after the end of the calendar month in which Guaranteed Uptime was missed (anchored to MONTH-END, DEADLINE_BASIS.vanta = end_of_billing_month), and the notice should include all information reasonably necessary for Vanta to validate the claim. Failure to comply forfeits the Fee Credit. ⚠️ THE SLA NAMES NO CLAIM CHANNEL — it says only "notify Vanta", with no email address, portal or form, so send the notice through whatever channel your Vanta agreement or account provides, state in words that it is a request for Fee Credits under the SLA's Guaranteed Uptime, and keep dated proof that it was sent inside the window. EXCLUSIONS from Downtime: Scheduled Maintenance (windows at status.vanta.com); use of the Services by Customer not in accordance with the documentation or the MSA; and conditions beyond Vanta's reasonable control, including the unavailability of Third Party Products or Services, internet outages, outages in connection with Customer's network, and any third-party cloud hosting provider downtime or scheduled maintenance.
How to file a Vanta SLA credit claim
- ⚠️ THE SLA NAMES NO CHANNEL FOR THE CREDIT REQUEST — no email address, no portal, no form, no subject line. It says only that "Customer must notify Vanta". Send the notice through whatever channel your Vanta agreement or account provides, say in words that it is a request for Fee Credits under the SLA's Guaranteed Uptime, and keep dated proof that it was sent inside the window.
- ⏰ THIRTY DAYS AFTER THE END OF THE CALENDAR MONTH in which Vanta missed Guaranteed Uptime — the window runs from month-end, not from the incident. Failure to comply forfeits the Fee Credit, so put the date in the calendar the moment the month closes.
- WHAT THE COMMITMENT IS — A GUARANTEE. "During the Service Period of Customer's Order Form, the Services will have a 99% monthly Uptime percentage", determined on a calendar month basis, and Fee Credits are the sole and exclusive remedy for missing it. Uptime is measured in minutes on your Vanta instance, with Scheduled Maintenance removed from both sides of the fraction.
- THE FEE CREDIT TABLE, as a percentage of the Fees attributable to the month: 99.0% - 100% → 0%; 95.0% - 98.99% → 10%; below 95.0% → 20%. The table is printed to two decimal places; Ontracko reads the 10% row as every month from 95.0% up to the 99.0% row. Credits are applied against future Fees, to your next invoice.
- Include all information reasonably necessary for Vanta to validate your claim — that is the document's own wording, and it lists nothing more specific.
- Strip out the exclusions before totalling: Scheduled Maintenance (windows at status.vanta.com); use of the Services not in accordance with the documentation or the MSA; and conditions beyond Vanta's reasonable control, including the unavailability of Third Party Products or Services, internet outages, outages in connection with your network, and any third-party cloud hosting provider downtime or scheduled maintenance.
Evidence you’ll need
- •All information reasonably necessary for Vanta to validate Customer's claim
Common exclusions
- •Scheduled Maintenance (windows published at status.vanta.com)
- •Use of the Services by Customer not in accordance with the documentation or the MSA
- •Conditions beyond Vanta's reasonable control, including the unavailability of Third Party Products or Services
- •Internet outages
- •Outages in connection with Customer's network
- •Third-party cloud hosting provider downtime or scheduled maintenance
Frequently asked
What is Vanta's SLA uptime commitment?
Vanta (published SLA — the Services under the MSA) carries a 99% monthly uptime commitment.
How much credit can I claim if Vanta misses its SLA?
Credits are tiered by measured uptime, from 10% up to 20% of the monthly service spend for the affected service, depending on how far below 99% availability fell.
What is the deadline to file a Vanta SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in Vanta's SLA before filing).
Does Ontracko file Vanta SLA credit claims for me?
Ontracko monitors Vanta 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 Vanta and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.