Zapier SLA credit guide

Portal: Zapier Support / your account team ↗

1. ⚠️ CHECK THE SCOPE FIRST — THIS SLA IS ENTERPRISE / ORDER-FORM ONLY. Its own preamble: it "is incorporated into the Zapier Enterprise Agreement ... or the Order Form that links to or references this SLA", and "does not apply to (i) any Zapier Enterprise Agreement or Order Form that does not link to or reference it or (ii) the Zapier Terms of Service." So a Starter, Professional or Team customer on the standard Terms of Service has NO availability commitment to claim under, and "If Customer downgrades ... this SLA will no longer apply." The '99.9%' widely attributed to Zapier binds only plans that signed an Order Form referencing this document — confirm which paper the customer is on before filing.
2. ⚠️ THE SLA NAMES NO CHANNEL FOR THE REQUEST — no email, no portal, no subject line. §3 says only that the customer must make "a request for Service Credit within 30 days after the end of such month", and that "All claims will be verified against Zapier's system records." In practice the request goes through your Zapier account team or a Zapier support ticket; say in words that this is a request for a Service Credit under the SLA's Uptime Commitment, name the affected Service and month, and keep dated proof it was submitted inside the window.
3. ⏰ THIRTY DAYS AFTER THE END OF THE MONTH the Uptime Commitment was missed in — the window runs from month-end, not from the incident. Put the date in the calendar the moment the month closes.
4. THE FULL CHART (§5), as a percentage of Monthly Fees: 99.9% or higher → None; 99.0% to less than 99.9% → 5%; 96.0% to less than 99.0% → 10%; 90.0% to less than 96.0% → 20%; less than 90.0% → 30%. The bands read "X to less than Y", so each boundary belongs to the band below it — a month at exactly 99.0% reads as 5%, and exactly 99.9% is "None". Ontracko indexes this table on the month's measured uptime.
5. ⚠️ THE PERCENTAGE IS NOT APPLIED TO YOUR MONTHLY INVOICE. §6(b): "'Monthly Fees' mean the total annual fees due for the affected Service divided by twelve (12)." Take the ANNUAL fee for the affected Service, divide by twelve, then apply the band to that. Ontracko quotes no dollar figure for Zapier because the annual fee is not a quantity it holds.
6. ⚠️ UPTIME IS MEASURED PER SERVICE AND THE FORMULA DIFFERS BY SERVICE — never aggregate the two. §6(h) WORKFLOWS is a request-success rate: (Zap workflows executed − those affected by Exclusions) / (Zap workflows run − those affected by Exclusions). §6(g) TABLES is wall-clock: (total hours in the month − Outage duration − Exclusions) / (total hours − Exclusions). A Workflows month where most Zaps still ran can score well above a status-page outage clock, so build a Workflows claim on execution-success evidence, not minutes of downtime.
7. Strip out the exclusions before totalling (§6(a)): general Internet problems, Force Majeure or factors outside Zapier's reasonable control; planned downtime, routine maintenance or reasonable emergency maintenance (where Zapier gave practicable advance notice); third-party applications or integrations; failures from Customer error or unauthorized use; and any period in which the Customer is in material breach, including any period of unpaid fees.
8. ⚠️ ELIGIBILITY BAR THAT FORFEITS THE CREDIT: §3 "Zapier will apply each verified Service Credit to the next invoice issued to Customer, provided that Customer's account is fully paid up (without outstanding payment issues or disputes)." Settle the invoice before filing. The credit is for use against future amounts only — "Customer will receive no refund or other credit for unused Service Credits" — and under §4 it is liquidated damages and the exclusive remedy for a missed Uptime Commitment.
9. NO EVIDENCE PACKAGE IS REQUIRED — Zapier verifies against its own system records and will, on request (§2), "provide ... reports measuring the monthly Service Uptime." Still, name the affected Service (Workflows or Tables), the calendar month, and the incident windows from status.zapier.com as supporting material, and ask Zapier to produce its uptime report for the month so both numbers are on the record.
10. ⚠️ SOURCE NOTE: the Zapier Service Level Agreement (zapier.com/legal/service-level-agreement) is Posted and Effective June 15, 2026. Do NOT confuse it with the Zapier Terms of Service (Effective April 9, 2026), which provides the Service "AS IS"/"AS AVAILABLE", disclaims that availability will be uninterrupted, and carries only a Documentation-conformance warranty — that is the standard-plan paper and has no SLA. zapier.com/legal/sla is a dead link (404); the live SLA is at /legal/service-level-agreement.