Databases
Aiven SLA credit guide
What Aiven owes you 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 are you owed when Aiven is down?
When Aiven (Startup / Business / Premium service levels) misses its 99.99% uptime commitment, you're owed an SLA service credit against a future invoice, with no filing deadline stated by Aiven. Aiven's credit is set by its SLA formula / your agreement rather than a fixed tier table — verify the exact clause before filing. One more thing about the deadline, because Aiven 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 Aiven claim, that date is our own monitoring reminder rather than anything Aiven set — we will never let it expire a claim, and you should never quote it to Aiven as their window.
Uptime commitment
99.99%
Filing window
Not stated
Aiven publishes no claim window. File promptly anyway.
Services with SLA data
1
Credit calculator
This vendor’s credits are governed by your contract (MSA/order form) rather than a published tier table, so an exact percentage can’t be auto-calculated. Ontracko still assembles the incident evidence and claim text — connect the vendor to generate a filable kit.
Credit tiers by service
Credits for Aiven (Startup / Business / Premium service levels) are governed by your contract (MSA/order form), not a published tier table. NO CUSTOMER CLAIM WINDOW EXISTS. The SLA states that all Downtime Periods and applicable Service Credits are calculated BY AIVEN — it names no claim form and sets no deadline, so the claimWindowDays value on this profile is our own monitoring default and must never be quoted to a customer as an Aiven figure. The customer's lever is a DISPUTE: Aiven determines credits in good faith from its system logs, monitoring reports and configuration records, and must make those available for auditing on request — ask for them. CREDIT IS A MULTIPLIER, NOT A PERCENTAGE: thirty (30) times the Downtime Period exceeding the SLO allowance, granted as service time, so no $ figure is quoted. Downtime is defined narrowly as the service having NO EXTERNAL CONNECTIVITY, and periods under one minute do not count — degraded performance is not claimable. Two carve-outs matter most: Downtime must be caused by Aiven's own software or operations, and failures of the underlying cloud provider's VMs (Aiven's subprocessors) are exempt. Credits are capped at the fees for the same Cloud Services over the three preceding calendar months, must be used within 90 days, and then expire without compensation. Source: document dated June 5, 2022.
How to file a Aiven SLA credit claim
Portal: Aiven Support (console) ↗
- ⚠️ THERE IS NO CLAIM DEADLINE TO BEAT. Aiven's SLA states that all Downtime Periods and the applicable Service Credits are CALCULATED BY AIVEN — it names no customer claim form and sets no claim window. Your job is to verify their arithmetic, not to race a clock.
- Measure your own monthly uptime against the 99.99% SLO, then compare it with what Aiven actually credited. Where they disagree, raise a dispute with support: the SLA entitles you to have Aiven's system logs, monitoring reports and configuration records MADE AVAILABLE FOR AUDITING at your request — ask for that in writing.
- The credit is a MULTIPLIER, not a percentage: thirty (30) times the Downtime that exceeds the SLO allowance, granted as further use of the service. Use the claim text from section 8 to request the calculation, not a dollar figure.
- Credits are available on the Startup, Business and Premium service levels, and only where the Downtime was caused by a failure in Aiven's OWN software or operations.
- ⚠️ NARROW DEFINITION: Downtime means the service has NO EXTERNAL CONNECTIVITY, and any period shorter than one minute is not counted at all. Degraded performance is not claimable.
- Big carve-out to check before disputing: failures or terminations of virtual machines by Aiven's own subcontractors/subprocessors (i.e. the underlying cloud provider) are exempted, as are periodic maintenance, critical bug fixes, security updates, and load beyond your plan's capacity.
- Credits cannot exceed the fees charged for the same Cloud Services over the three preceding calendar months, must be used within 90 days of being granted, and expire unused with no further compensation — spend them.
Evidence you’ll need
- •Account / project and service name
- •Downtime Periods with dates, times and duration
- •Aiven's own credit calculation for the month (request it, then reconcile)
Common exclusions
- •Service levels other than Startup, Business and Premium (only those three are named as receiving credits)
- •Downtime not caused by a failure in Aiven's own software or operations
- •Force majeure and hostile third-party action including DoS
- •Beta Services and Beta Features
- •Periodic Maintenance Updates (max 1/month, 7 days' notice)
- •Critical Bug fixes and Security Updates
- •Customer load exceeding the service plan's resource capabilities
- •Failure or termination of VMs by Aiven's subcontractors/subprocessors
- •Customer modification or termination of critical resources (credentials, VPC, VMs, object storage, networking)
Frequently asked
What is Aiven's SLA uptime commitment?
Aiven (Startup / Business / Premium service levels) carries a 99.99% uptime commitment.
What is the deadline to file a Aiven SLA credit claim?
Aiven does not publish one. The notice period, like the committed uptime and the credit schedule, is set in your own agreement or Order Form — read the claims clause there, and treat any deadline attributed to Aiven elsewhere as not coming from its own terms. File as soon as the month closes rather than working to a date nobody published.
Does Ontracko file Aiven SLA credit claims for me?
Ontracko monitors Aiven 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 Aiven and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.