Marketing
Braze SLA credit guide
What Braze's own agreement actually says about availability: no uptime percentage, no credit schedule and no claim process, so there is nothing to file for a bad month — plus where a service level for Braze would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit are you owed when Braze is down?
Braze publishes NO availability SLA at all — no uptime percentage, no credit schedule and no claim process — so there is nothing to file for a bad month, and any "Braze uptime guarantee" figure circulating elsewhere did not come from Braze's own terms. If you have a service level with Braze, it lives in your own Order Form or negotiated agreement — that document, not a public page, is where the commitment and any remedy actually are. Ontracko monitors Braze for free either way and keeps the dated outage record, which is what a renewal conversation runs on. One more thing about the deadline, because Braze 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 Braze claim, that date is our own monitoring reminder rather than anything Braze set — we will never let it expire a claim, and you should never quote it to Braze as their window.
Uptime commitment
None published
Filing window
Nothing to file
Services with SLA data
1
Credit tiers by service
No filable service credit exists for Braze (Main Subscription Agreement — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. THERE IS NO DEDICATED SLA DOCUMENT AT ALL: Braze's legal index (braze.com/company/legal) lists none, and both the Main Subscription Agreement (braze.com/company/legal/terms) and the Security Schedule were read. The only availability language is §2.3 of the Subscription Agreement, which promises "commercially reasonable efforts" to keep the platform available 24/7, excepting planned downtime and events beyond Braze's control. That is a target with no number and no remedy — nothing to measure a breach against and nothing to claim. ⚠️ THE TRAP IS THE SECURITY SCHEDULE: it is the most SLA-shaped document Braze publishes and it is not an SLA, so anyone searching for "Braze SLA" is liable to cite it as though it committed to uptime. It does not. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Braze commitment. Any real service level for Braze lives in the customer's own Order Form or negotiated agreement — unpublished, and not verifiable from here.
Is there a Braze SLA credit to file?
No — there is nothing to file. Braze’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. THERE IS NO DEDICATED SLA DOCUMENT AT ALL: Braze's legal index (braze.com/company/legal) lists none, and both the Main Subscription Agreement (braze.com/company/legal/terms) and the Security Schedule were read. The only availability language is §2.3 of the Subscription Agreement, which promises "commercially reasonable efforts" to keep the platform available 24/7, excepting planned downtime and events beyond Braze's control. That is a target with no number and no remedy — nothing to measure a breach against and nothing to claim. ⚠️ THE TRAP IS THE SECURITY SCHEDULE: it is the most SLA-shaped document Braze publishes and it is not an SLA, so anyone searching for "Braze SLA" is liable to cite it as though it committed to uptime. It does not. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Braze commitment. Any real service level for Braze lives in the customer's own Order Form or negotiated agreement — unpublished, and not verifiable from here. Ontracko still tracks Braze’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Braze's SLA uptime commitment?
Braze does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Braze elsewhere did not come from Braze's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Braze pay an SLA service credit?
No — and there is no commitment behind it either. Braze's published agreement states no uptime percentage and provides no service credit, so there is no figure to miss and nothing to file for a bad month. If you have a service level with Braze, it lives in your own Order Form or negotiated agreement — that document, not a public page, is where any commitment and any remedy would be. THERE IS NO DEDICATED SLA DOCUMENT AT ALL: Braze's legal index (braze.com/company/legal) lists none, and both the Main Subscription Agreement (braze.com/company/legal/terms) and the Security Schedule were read. The only availability language is §2.3 of the Subscription Agreement, which promises "commercially reasonable efforts" to keep the platform available 24/7, excepting planned downtime and events beyond Braze's control. That is a target with no number and no remedy — nothing to measure a breach against and nothing to claim. ⚠️ THE TRAP IS THE SECURITY SCHEDULE: it is the most SLA-shaped document Braze publishes and it is not an SLA, so anyone searching for "Braze SLA" is liable to cite it as though it committed to uptime. It does not. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Braze commitment. Any real service level for Braze lives in the customer's own Order Form or negotiated agreement — unpublished, and not verifiable from here.
Does Ontracko file Braze SLA credit claims for me?
No — Braze's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Braze for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Braze and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.