Storage
Box SLA credit guide
What Box 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 Box is down?
When Box (Enhanced Support: Premier/Platinum) falls below its 99.9% uptime commitment, you're owed an SLA service credit worth 5%–50% of the affected service's monthly spend — larger the further uptime fell — claimable within 15 days of incident resolution. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.9%
Filing window
15 days
counted from incident resolution
Services with SLA data
1
Credit calculator
SLA target is 99.9% — 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 |
|---|---|
| 99.8% – under 99.9% | 5% of spend |
| 99.7% – under 99.8% | 10% of spend |
| 99.6% – under 99.7% | 15% of spend |
| 99.5% – under 99.6% | 20% of spend |
| 99.4% – under 99.5% | 25% of spend |
| 99.3% – under 99.4% | 30% of spend |
| 99.2% – under 99.3% | 35% of spend |
| 99.1% – under 99.2% | 40% of spend |
| 99% – under 99.1% | 45% of spend |
| below 99% | 50% of spend |
HIGH FALSE-POSITIVE RISK: the 99.9% target applies broadly, but the money-value Enhanced SLC Credit is gated entirely behind an Enhanced Support Services subscription (Premier or Platinum) — Standard/Business customers get the same uptime language and NO credit. TWO-STAGE, two 15-day windows, missing either disqualifies: report the Downtime event by ticket within 15 days of the event, THEN submit the written Enhanced SLC Credit claim within 15 days of the uptime percentage report. Credits pro-rated by affected Users, capped at total fees for the affected month, and forfeited during any past-due-payment period.
How to file a Box SLA credit claim
Portal: Box Support ↗
- ⚠️ ELIGIBILITY FIRST: the money-value credit (Box calls it an Enhanced SLC Credit) exists ONLY if you have purchased Enhanced Support Services (Premier or Platinum). Standard and Business support get the same 99.9% ‘commercially reasonable efforts’ language but NO credit remedy — check your support tier before filing.
- TWO DEADLINES, both 15 days, and missing either disqualifies the claim: (1) report the downtime by filing a ticket with Box support within 15 days of the Downtime event.
- (2) Then submit a written claim request for Enhanced SLC Credits within 15 days of the date of the uptime percentage report.
- Credits are graduated in 0.1-point steps from 5% (below 99.9%) up to 50% (below 99.0%) of the relevant month’s fees, pro-rated by the number of affected Users, and capped at the total fees for that month.
- You are not eligible for credits during any period in which payments owed to Box are past due — clear billing first.
Evidence you’ll need
- •Enterprise/account identifier
- •Downtime event dates and times
- •Number of affected Users (credits are pro-rated by affected Users)
Common exclusions
- •Standard and Business support tiers (no credit remedy)
- •Any period with past-due payments
- •Scheduled maintenance
Frequently asked
What is Box's SLA uptime commitment?
Box (Enhanced Support: Premier/Platinum) carries a 99.9% uptime commitment.
How much credit can I claim if Box misses its SLA?
Credits are tiered by measured uptime, from 5% up to 50% of the monthly service spend for the affected service, depending on how far below 99.9% availability fell.
What is the deadline to file a Box SLA credit claim?
Claims are generally due within 15 days of incident resolution (verify the exact clause in Box's SLA before filing).
Does Ontracko file Box SLA credit claims for me?
Ontracko monitors Box 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 Box and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.