Data & Analytics
Confluent Cloud SLA credit guide
What Confluent 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 Confluent Cloud is down?
When Confluent Cloud 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 5 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
5 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 |
SHORTEST WINDOW IN THE CATALOG: the credit request must be RECEIVED within 5 CALENDAR days after the last day of the affected month, and the subject line must contain the words "SLA Credit Request" (both are stated eligibility conditions). Community-supported customers email cloud-support@confluent.io. Separate credit tables exist per Cloud Service function (Kafka clusters, Flink 5/10/25%, Connectors, Schema Registry, ksqlDB, Warpstream BYOC) and per cluster type — the 99.99% tier requires 2-ECKU Standard/Enterprise or multi-zone Dedicated; Basic/single-zone tiers step down to 99.5%/99%. Credits expire without refund 12 months from issuance. Source: SLA version dated March 19, 2025.
How to file a Confluent Cloud SLA credit claim
Portal: Confluent Support Portal ↗
- ⏰ SHORTEST WINDOW WE TRACK: the credit request must reach Confluent within FIVE (5) CALENDAR days after the last day of the month in which the Service Level was missed. Miss it and the claim is dead — file this before anything else.
- The subject line must contain the exact words "SLA Credit Request" — the SLA names this as a condition of eligibility.
- Log a support ticket at support.confluent.io. If you are community-supported (no paid support plan), email cloud-support@confluent.io instead.
- Include the affected client(s), each client’s version and configuration, and the events resulting in Downtime with time and duration — the SLA lists these as required to verify the claim.
- File against the SPECIFIC Cloud Service function and cluster type that missed its target. Confluent publishes separate credit tables for Kafka clusters, Flink, Connectors, Schema Registry, ksqlDB and Warpstream BYOC — thresholds differ, and the 99.99% tier needs a 2-ECKU Standard/Enterprise or multi-zone Dedicated cluster.
- Credits are the sole and exclusive remedy and expire without refund 12 months from issuance — use them.
Evidence you’ll need
- •Affected client(s) and version
- •Client configuration
- •Events resulting in Downtime with time and duration
- •Cluster type / Cloud Service function
Common exclusions
- •Scheduled maintenance (5-day notice)
- •Customer misuse or misconfiguration
- •Third-party / cloud-provider outages
- •Late-payment suspension periods
Frequently asked
What is Confluent Cloud's SLA uptime commitment?
Confluent Cloud carries a 99.99% uptime commitment.
How much credit can I claim if Confluent 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 Confluent Cloud SLA credit claim?
Claims are generally due within 5 days of the end of the affected billing month (verify the exact clause in Confluent Cloud's SLA before filing).
Does Ontracko file Confluent Cloud SLA credit claims for me?
Ontracko monitors Confluent 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 Confluent Cloud and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.