Collaboration
Asana SLA credit guide
What Asana's own document actually says about uptime: a 99.9% target it aims at rather than a level it commits to, what that does and does not mean when a month goes badly, and where a real availability commitment for Asana would live.
What SLA credit are you owed when Asana is down?
Asana does not commit to an availability percentage, and pays no SLA service credit either. Its own document states a 99.9% fiscal-quarter uptime target — a level it says it aims at, not one it guarantees — so there is no promised figure to fall below, nothing is breached when a period falls short of it, and there is nothing to file. The figure is Asana's own — it is transcribed from Asana's own document and this page does not suppress it — but Asana frames it as a level it aims at rather than one it guarantees, so there is no committed percentage to hold Asana to. If Asana has promised you a binding availability level, it lives in your own Order Form or negotiated agreement rather than on any public page. Where agreements in this class offer any remedy at all it is a termination or refund right after repeated consecutive misses rather than a per-incident credit, and some offer none even then, so read the exclusions below. Ontracko still monitors Asana for free — the dated outage record is what a renewal conversation runs on — but does not draft credit claims for it, so we won't tell you otherwise. One more thing about the deadline, because Asana 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 Asana claim, that date is our own monitoring reminder rather than anything Asana set — we will never let it expire a claim, and you should never quote it to Asana as their window.
Uptime target — not a commitment
99.9%
Filing window
Nothing to file
Services with SLA data
1
Credit tiers by service
No filable service credit exists for Asana (Enterprise / Enterprise+) under the standard agreement — not a tier table gap, a genuine zero. NO SERVICE CREDIT EXISTS — do not tell a customer Asana owes them money. Asana's Service Level Addendum (Effective February 1, 2023) states a 99.9% TARGET Service Availability Level and support response times, and contains no credit table, no claim process and no evidence requirement. It is a target, not a guarantee backed by a remedy, and unlike New Relic or Segment the document does not even state a termination right in its place. MEASURED PER FISCAL QUARTER, not per month: Asana's quarters run Feb 1-Apr 30, May 1-Jul 31, Aug 1-Oct 31 and Nov 1-Jan 31, so a monthly uptime figure is not the quantity the Addendum speaks to. APPLIES ONLY to Enterprise and Enterprise+ subscriptions. Downtime excludes Service Maintenance (capped at 360 minutes per fiscal quarter, generally 7:00 PM-4:00 AM Pacific), Third Party Service failures, and causes beyond Asana's control; beta, trial, proof-of-concept and sandbox versions are outside the Addendum entirely. If a customer believes a credit is owed, the only place a remedy could live is their own Order Form or MSA — unpublished, and not verifiable from here. Support responsiveness is separately committed at 2 business hours via help.asana.com, but that is a support SLA, not an availability credit.
Is there a Asana SLA credit to file?
No — there is nothing to file. Asana’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. NO SERVICE CREDIT EXISTS — do not tell a customer Asana owes them money. Asana's Service Level Addendum (Effective February 1, 2023) states a 99.9% TARGET Service Availability Level and support response times, and contains no credit table, no claim process and no evidence requirement. It is a target, not a guarantee backed by a remedy, and unlike New Relic or Segment the document does not even state a termination right in its place. MEASURED PER FISCAL QUARTER, not per month: Asana's quarters run Feb 1-Apr 30, May 1-Jul 31, Aug 1-Oct 31 and Nov 1-Jan 31, so a monthly uptime figure is not the quantity the Addendum speaks to. APPLIES ONLY to Enterprise and Enterprise+ subscriptions. Downtime excludes Service Maintenance (capped at 360 minutes per fiscal quarter, generally 7:00 PM-4:00 AM Pacific), Third Party Service failures, and causes beyond Asana's control; beta, trial, proof-of-concept and sandbox versions are outside the Addendum entirely. If a customer believes a credit is owed, the only place a remedy could live is their own Order Form or MSA — unpublished, and not verifiable from here. Support responsiveness is separately committed at 2 business hours via help.asana.com, but that is a support SLA, not an availability credit. Ontracko still tracks Asana’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Common exclusions
- •Non-Enterprise / Enterprise+ subscriptions
- •Beta, trial, proof-of-concept and sandbox versions of the Service
- •Service Maintenance (capped at 360 minutes per Asana fiscal quarter)
- •Failures arising from Third Party Services
- •Causes beyond Asana's control
Frequently asked
What is Asana's SLA uptime commitment?
Asana does not publish a commitment — it publishes a TARGET, and the difference is the whole answer. Asana (Enterprise / Enterprise+) states a 99.9% fiscal-quarter uptime target: a level Asana says it aims at, not one it guarantees, so nothing is contractually breached by a period that falls short of it. The figure is Asana's own — it is transcribed from Asana's own document and this page does not suppress it — but Asana frames it as a level it aims at rather than one it guarantees, so there is no committed percentage to hold Asana to. If Asana has promised you a binding availability level, it lives in your own Order Form or negotiated agreement rather than on any public page.
Does Asana pay an SLA service credit?
No — and there is no commitment behind it either, though for a different reason from a vendor that publishes nothing at all. Asana's own document states a 99.9% fiscal-quarter uptime target rather than committing to a level, and provides no service credit, so nothing is contractually breached when a period falls short, and there is nothing to file. If Asana has promised you a binding availability level, it lives in your own Order Form or negotiated agreement — that document, not a public page, is where it would be. NO SERVICE CREDIT EXISTS — do not tell a customer Asana owes them money. Asana's Service Level Addendum (Effective February 1, 2023) states a 99.9% TARGET Service Availability Level and support response times, and contains no credit table, no claim process and no evidence requirement. It is a target, not a guarantee backed by a remedy, and unlike New Relic or Segment the document does not even state a termination right in its place. MEASURED PER FISCAL QUARTER, not per month: Asana's quarters run Feb 1-Apr 30, May 1-Jul 31, Aug 1-Oct 31 and Nov 1-Jan 31, so a monthly uptime figure is not the quantity the Addendum speaks to. APPLIES ONLY to Enterprise and Enterprise+ subscriptions. Downtime excludes Service Maintenance (capped at 360 minutes per fiscal quarter, generally 7:00 PM-4:00 AM Pacific), Third Party Service failures, and causes beyond Asana's control; beta, trial, proof-of-concept and sandbox versions are outside the Addendum entirely. If a customer believes a credit is owed, the only place a remedy could live is their own Order Form or MSA — unpublished, and not verifiable from here. Support responsiveness is separately committed at 2 business hours via help.asana.com, but that is a support SLA, not an availability credit.
Does Ontracko file Asana SLA credit claims for me?
No — Asana's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Asana for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Asana and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.