Edge & Security
Cloudflare SLA credit guide
What Cloudflare 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 Cloudflare is down?
When Cloudflare (all services) misses its 100% monthly uptime commitment, you're owed an SLA service credit against a future invoice, within 30 days of the incident. Cloudflare's credit is set by its SLA formula / your agreement rather than a fixed tier table — verify the exact clause before filing.
Full Cloudflare claim guide · What is an SLA credit? · SLA glossary
Uptime commitment
100%
Filing window
30 days
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 Cloudflare (all services) are governed by your contract (MSA/order form), not a published tier table. TWO-STAGE: (1) notice of intent within 5 BUSINESS days of the incident to success@cloudflare.com; (2) formal claim by the end of the following billing month. Credit is a MULTIPLIER formula, not tiered: (Outage min × Affected-Customer-Ratio ÷ Scheduled-Availability min) × package multiplier (Ent Standard 10× / Premium 25×). Cap 6 months' fees/yr (Enterprise), 1 month (Business). Enterprise + Business only.
How to file a Cloudflare SLA credit claim
- Open a billing/support case with the vendor from an account with billing authority.
- Paste the claim text from section 8 and attach the incident evidence from section 3.
- Ask explicitly for an SLA service credit under the availability commitment of your agreement.
Evidence you’ll need
- •Account/zone ID
- •Incident description & duration
- •Traceroutes
- •Affected URLs
- •Remediation steps
- •Cloudflare incident reference
Common exclusions
- •Scheduled maintenance
- •Free/Pro plans (SLA applies to Business and Enterprise)
Frequently asked
What is Cloudflare's SLA uptime commitment?
Cloudflare (all services) carries a 100% monthly uptime commitment.
What is the deadline to file a Cloudflare SLA credit claim?
Claims are generally due within 30 days of the incident (verify the exact clause in Cloudflare's SLA before filing).
Does Ontracko file Cloudflare SLA credit claims for me?
Ontracko monitors Cloudflare 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 Cloudflare and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.