Databases
CockroachDB Cloud SLA credit guide
What CockroachDB 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 CockroachDB Cloud is down?
When CockroachDB Cloud (Paid Tier, Qualifying Cluster) falls below its 99.99% uptime commitment, you're owed an SLA service credit worth 10%–100% 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
99.99%
Filing window
30 days
counted from the end of the affected billing month
Services with SLA data
1
Credit calculator
SLA target is 99.99% — 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% – under 99.99% | 10% of spend |
| 95% – under 99% | 25% of spend |
| below 95% | 100% of spend |
TWO-STAGE with a 24-HOUR first stage: log a support ticket within 24 hours of first becoming aware of the Downtime, THEN submit the full claim by the end of the month immediately following. Missing either stage disqualifies. HARD ELIGIBILITY: Paid Tier Customer, fully paid up, on a Qualifying Cluster — a Single-Region Cluster spans ≥3 AZs and a Multi-Region Cluster ≥3 regions; a ONE-NODE cluster is explicitly not a Qualifying Cluster. Threshold is 99.99%, rising to 99.999% for Multi-Region Clusters under the Advanced plan (same 10/25/100 tier percentages). Downtime is strict: ALL connection requests must fail during a 1-minute interval, so latency degradation is not claimable. Claims are approved or declined within 45 days; credits go against future payments and are never refunded in cash. The SLA is conditional on Cockroach Labs having agreed to provide Uptime SLAs in the first place — confirm the Order Form references it. Source: version last updated September 26, 2024.
How to file a CockroachDB Cloud SLA credit claim
Portal: Cockroach Labs Support ↗
- ⏰ TWO-STAGE, and stage 1 is a 24-HOUR clock: log a support ticket with Cockroach Labs within 24 hours of FIRST BECOMING AWARE of the Downtime, and assist their investigation. Missing this stage alone disqualifies the credit.
- Then submit the full claim by the end of the month IMMEDIATELY FOLLOWING the month in which the Downtime occurred, pasting the claim text from section 8.
- The SLA names four things the claim must contain: a description of the events resulting in Downtime (with error documentation, sensitive values redacted), the time and duration of the Downtime, the number and location of affected users, and what you attempted in order to resolve it at the time.
- ⚠️ ELIGIBILITY: you must be a Paid Tier Customer with nothing outstanding, on a Qualifying Cluster — a Single-Region Cluster spans at least 3 availability zones, a Multi-Region Cluster at least 3 regions, and a ONE-NODE cluster never qualifies.
- Tiers are 10% (below 99.99% down to 99.0%), 25% (below 99.0% down to 95.0%) and 100% (below 95.0%) of the charges for the affected cluster. The threshold rises to 99.999% for Multi-Region Clusters on the Advanced plan.
- Downtime is defined strictly: ALL connection requests to the cluster must fail during a 1-minute interval. Degraded latency is not Downtime — do not claim it. Cockroach Labs approves or declines within 45 days, and Service Credits are never refunded as cash.
Evidence you’ll need
- •Description of the events resulting in Downtime, with error documentation (sensitive data redacted)
- •Time and duration of the Downtime
- •Number and location of affected users
- •Description of attempts to resolve the Downtime at the time
Common exclusions
- •Beta Features
- •Non-Qualifying Clusters (single-node clusters never qualify)
- •Customer or third-party misuse, negligence or willful acts
- •Factors outside Cockroach Labs' control / force majeure
- •Failures in the customer's security controls
- •Insufficient capacity or exceeding the request-unit / storage budget
- •Customer or third-party equipment and software
- •Not following documented best practices
- •Suspension or termination for cause
Frequently asked
What is CockroachDB Cloud's SLA uptime commitment?
CockroachDB Cloud (Paid Tier, Qualifying Cluster) carries a 99.99% uptime commitment.
How much credit can I claim if CockroachDB Cloud misses its SLA?
Credits are tiered by measured uptime, from 10% up to 100% of the monthly service spend for the affected service, depending on how far below 99.99% availability fell.
What is the deadline to file a CockroachDB Cloud SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in CockroachDB Cloud's SLA before filing).
Does Ontracko file CockroachDB Cloud SLA credit claims for me?
Ontracko monitors CockroachDB 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 CockroachDB Cloud and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.