Databases
ClickHouse Cloud SLA credit guide
What ClickHouse Cloud 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 ClickHouse Cloud is down?
When ClickHouse Cloud (High Availability services) falls below its 99.9% uptime commitment, you're owed an SLA service credit worth 5%–25% of the affected service's monthly spend — larger the further uptime fell — claimable within 30 days of the end of the affected billing month. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.9%
Filing window
30 days
counted from the end of the affected billing month
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 5% 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% – under 99.9% | 5% of spend |
| 95% – under 99% | 10% of spend |
| below 95% | 25% of spend |
TWO-STAGE with a 24-HOUR first stage: open a ClickHouse Cloud Support case within 24 hours of first becoming aware of the Unavailability, THEN submit the claim by the end of the month immediately following. The subject line must contain the exact words "SLA Credit Request" — a stated condition. ELIGIBILITY: the SLA applies separately to each Service CONFIGURED WITH HIGH AVAILABILITY (≥2 replicas), and only where the Agreement or Order Form references this SLA — a single-replica service has no target to breach. The tariff is thin (5/10/25%) against a 99.9% target, and the credit is denominated in ClickHouse Cloud Credits ($1 USD each at list price) calculated on the credits the affected Service consumed in that region — non-cash, no refund, and only issued above $1 for the month. BIG CARVE-OUT: unavailability caused by the underlying cloud platform (AWS/GCP/Azure) is explicitly excluded, so check root cause before filing. Unavailable = multiple connection attempts fail within a one-minute interval. Source: SLA effective date March 30, 2026.
How to file a ClickHouse Cloud SLA credit claim
Portal: ClickHouse Cloud Support ↗
- ⚠️ ELIGIBILITY FIRST: the SLA applies separately to each Service CONFIGURED WITH HIGH AVAILABILITY (at least two replicas), and only where your Agreement or Order Form actually references it. A single-replica service has no Availability Target to breach.
- ⏰ TWO-STAGE, and stage 1 is a 24-HOUR clock: open a support case with ClickHouse Cloud Support within 24 hours of first becoming aware of the Unavailability incident.
- Then submit the claim and all required information by the end of the month IMMEDIATELY FOLLOWING the month in which the Availability Target was missed, pasting the claim text from section 8.
- The subject line must contain the exact words "SLA Credit Request" — the SLA lists it first among the mandatory contents, alongside the dates and times of each incident, the affected Service and account, and supporting evidence with confidential values redacted.
- Tiers are 5% (below 99.9% down to 99.0%), 10% (below 99.0% down to 95.0%) and 25% (below 95.0%) — a noticeably thinner tariff than most database vendors, and the target itself is only 99.9%.
- The credit is paid in ClickHouse Cloud Credits (each valued at $1 USD at list price) as a percentage of the credits the affected Service consumed in that region, only where the month's credit exceeds $1, and never as cash.
- ⚠️ Third-party cloud-platform failures — the AWS/GCP/Azure layer ClickHouse Cloud itself runs on — are explicitly EXCLUDED, as is anything on the "Fast Release" channel or an experimental/preview feature. Check the incident's root cause before filing.
Evidence you’ll need
- •The words "SLA Credit Request" in the subject line
- •Dates and times of each Unavailability incident
- •The affected Service and account
- •Supporting evidence documenting the errors (confidential values redacted)
Common exclusions
- •Services not configured with High Availability (fewer than 2 replicas)
- •Force Majeure Events
- •Third-party services/hardware/software including the underlying cloud platform
- •Failure to follow documented configuration and operational recommendations
- •Customer equipment, software or technology
- •Suspension or termination for cause
- •Planned Downtime (72h notice)
- •"Fast Release" channel, experimental, preview, beta or trial versions
Frequently asked
What is ClickHouse Cloud's SLA uptime commitment?
ClickHouse Cloud (High Availability services) carries a 99.9% uptime commitment.
How much credit can I claim if ClickHouse Cloud misses its SLA?
Credits are tiered by measured uptime, from 5% up to 25% 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 ClickHouse Cloud SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in ClickHouse Cloud's SLA before filing).
Does Ontracko file ClickHouse Cloud SLA credit claims for me?
Ontracko monitors ClickHouse Cloud 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 ClickHouse Cloud and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.