Airtable SLA credit guide

Credits for Airtable (Service Level Agreement — Enterprise plans) are governed by your contract (MSA/order form), not a published tier table. A VERIFIED PAYER WHOSE CREDIT IS A MULTIPLIER, NOT A TIER TABLE. Source: Airtable's Service Level Agreement at airtable.com/company/sla, last updated March 26, 2024 (a static fetch of that page returns an empty JavaScript shell — read it in a rendering browser). THE COMMITMENT: "Airtable will provide Uptime equal to at least 99.9% of the total time in each calendar month, as measured by Airtable (the "Uptime Commitment")." ⚠️ IT IS MEASURED BY AIRTABLE, AND NOT AS WALL-CLOCK MINUTES: "We measure Uptime using server monitoring software, which monitors, among other things, server-side success and error rates, client-side success and error rates, and the overall volume of server requests (including both requests from Airtable's clients and public API requests)." Ontracko's incident timeline is an indicator that a qualifying event occurred; it is never the contractual figure, so ask Airtable to compute Uptime under its own definition and offer the timeline as corroboration. ⚠️ DEGRADED PERFORMANCE IS EXPRESSLY NOT DOWNTIME: Downtime means "the time, in minutes, that the applicable Services are not generally accessible and available", and the exclusions carve out "slowness or other performance issues with features of the Services" by name — alongside customer acts or omissions, customer or third-party equipment and software (other than third-party equipment within Airtable's direct control), customer-supplied integrations or API customizations, internet outages and computer or telecommunications failures, force majeure, scheduled maintenance disclosed with at least 24 hours' notice, hacking or virus attacks, and reasonable emergency maintenance. THE CREDIT IS TEN TIMES A PER-MINUTE SLICE OF THE FEES: the Service Credit is "equal to ten (10) times the fees paid from the applicable Customer to Airtable for the affected Services for the portion of the calendar month that constituted Downtime (calculated by dividing Downtime by the total number of minutes in the calendar month)", and "fees paid by the Customer shall be allocated on a per-minute basis over the calendar month for which they were paid". So the base is a per-minute slice of the affected Services' fees multiplied by the Downtime minutes and then by ten — not your whole monthly bill — and no cap is stated anywhere in the document. Ontracko therefore quotes no dollar amount for Airtable and no tier percentage: there is no tier table to index. ⚠️ THE DOCUMENT DESCRIBES ELIGIBILITY TWO DIFFERENT WAYS AND DOES NOT RECONCILE THEM, AND IT IS NOT OUR PLACE TO DECIDE WHICH WINS. Its opening sentence reads: "Airtable provides a 99.9% uptime commitment for active customers on our Enterprise and Enterprise Scale plans (and certain Business plan customers who have agreed to Airtable's Master Subscription Agreement)". Its credit sentence says only that "Enterprise plan Customers will be eligible for a service credit". Both sentences are in the same document. Read them both, and ask Airtable which governs your plan before assuming either. ⏰ THE WINDOW RUNS FROM THE END OF THE MONTH: "To request a Service Credit, Customers must send an email to Airtable at support@airtable.com within thirty (30) days of the end of the month in which the Uptime Commitment was not met. The Customer must include either its account ID or registered email address, and the previously reported dates and times when there was Downtime." ⚠️ "PREVIOUSLY REPORTED" IS AN EVIDENCE BAR AND IT IS THE MOST ACTIONABLE LINE HERE: the claim must cite downtime dates and times that were REPORTED TO AIRTABLE AT THE TIME. A customer who first learns of an outage from monitoring at month-end has no previously reported record to cite, so open a support report DURING the outage — not only when filing. THE CREDIT IS NOT CASH: Airtable "will issue a credit to the Customer's account within thirty (30) days", and "Service Credits are not refunds, cannot be exchanged into a cash amount, and may only be used against future billing charges". It is the sole and exclusive remedy.

Measured how? Airtable (Service Level Agreement — Enterprise plans) is measured as a request success rate — errors as a share of total requests, averaged over short intervals — not as wall-clock uptime. Availability for this service is the vendor’s Monthly Uptime Percentage under that definition, which only Airtable can compute from its request logs. A status-page outage is evidence that a qualifying event happened; it is not the contractual figure.