Content
Contentful SLA credit guide
What Contentful's published SLA says, why this page quotes no uptime percentage for it — the committed figure is set in your own Order Form — and how to file against the terms that are.
What SLA credit are you owed when Contentful is down?
Contentful publishes an SLA — it just does not publish the percentage in it. Contentful's own document defines the committed uptime as whatever your Order Form (or Service Order) says, and sets the credit schedule the same way, so this page states no figure for Contentful and runs no calculator on one. That is NOT the same as Contentful publishing nothing or owing nothing: the commitment binds and the remedy is real — the two numbers are simply on your paper rather than on a public page. Read the committed uptime and the credit schedule off your own Order Form and apply them to the incident record below. Ontracko monitors Contentful for free, times every incident and assembles the dated evidence a claim is built on; that half is identical whatever your Order Form turns out to say.
Uptime commitment
Set in your Order Form
Filing window
30 days
counted from the end of the affected billing month
Services with SLA data
1
Contentful’s committed uptime is in your Order Form, not on this page
Contentful publishes an SLA, but not the percentage in it: its own document defines the committed uptime as the figure set out in the applicable Order Form or Service Order, and sets the credit schedule the same way. So this page states no uptime percentage for Contentful and shows no calculator — a figure we cannot read out of Contentful’s paperwork is a figure we won’t assert, and any percentage attributed to Contentful elsewhere came from marketing copy rather than its terms.
This is not a vendor with nothing to file. The commitment binds and the remedy is real — both numbers are simply on your paper. Open your Contentful Order Form, read the committed uptime and the credit schedule off it, and apply them to the incident record below; everything else a claim needs, including the deadline and the filing route, is on this page. Ontracko drafts exactly that, and states no amount it cannot source.
Credit tiers by service
Contentful (SLA — Committed Uptime set in the Service Order)’s committed uptime and its credit schedule are both set in your Order Form / Service Order, so there is no published tier table for us to show and this page transcribes none — read both off that document. The credit itself is real; it is the size of it that is private. A VERIFIED PAYER WHOSE TWO KEY NUMBERS ARE NOT PUBLIC: Contentful's SLA (contentful.com/legal/service-level-agreement/) sets the credit as a percentage of the monthly Subscription Fees, but defines both the "Committed Uptime" percentage and the credit tier table as whatever the customer's own SERVICE ORDER says. Marketing quotes "up to 99.99%"; the contract does not, so we do not either — read the committed figure and the tier table off the Service Order before valuing anything. TWO VERSIONS ARE LIVE AT ONCE: the version effective 2026-02-02 applies to customers with a Contentful Success Plan, and the 2025-09-22 version applies to everyone else — check which governs before quoting a clause. MEASURED PER SERVICE COMPONENT: Content Delivery API, GraphQL API, Asset CDN, Content Management API, the web app and the Personalization API are each monitored separately by synthetic checks at intervals of five minutes or less from multiple data centres, and ONLY THE SINGLE LOWEST-PERFORMING COMPONENT IN A MONTH IS CREDITED — component shortfalls are not cumulative, so a month with three degraded APIs pays for one. THE WINDOW RUNS FROM MONTH-END, NOT FROM THE INCIDENT: the claim must reach Contentful within 30 days following the end of the Impacted Month, by support ticket at support.contentful.com or support@contentful.com. ELIGIBILITY BARS: no credit if the account is past due or otherwise in breach when the claim is made; the credit is an INVOICE CREDIT (a cash refund is at Contentful's sole discretion) and unused credit EXPIRES if the subscription is not renewed. SEPARATE AND ADDITIONAL: availability below 99% in any three calendar months of the term is a "Chronic Service Availability Failure", giving a right to terminate on 30 days' notice exercisable within 30 days of the failure, plus a pro-rated refund. That is a commercial decision for the customer, not a claim Ontracko files — the monthly credit is the filable remedy here, exactly as with Postman's termination right.
Measured how? Contentful (SLA — Committed Uptime set in the Service Order) is measured as a request success rate — errors as a share of total requests, averaged over short intervals — not as wall-clock uptime. Availability for this service is the vendor’s Monthly Uptime Percentage under that definition, which only Contentful can compute from its request logs. A status-page outage is evidence that a qualifying event happened; it is not the contractual figure.
How to file a Contentful SLA credit claim
Portal: Contentful Support ↗
- ⚠️ THE TWO NUMBERS YOU NEED ARE NOT PUBLIC — GET THE SERVICE ORDER FIRST. Contentful's SLA defines "Committed Uptime" as the percentage set out in the applicable Service Order, and the credit tier table lives there too. Marketing says "up to 99.99%"; the contract does not commit to it. Read both off the customer's Service Order before valuing anything — this is the same order-form pattern as Salesforce and Cloudinary.
- Check which version governs: the SLA effective 2026-02-02 applies to customers with a Contentful Success Plan, and the 2025-09-22 version applies to everyone else.
- ⚠️ ONLY ONE COMPONENT GETS CREDITED PER MONTH. Availability is measured separately for each Service Component (Content Delivery API, GraphQL API, Asset CDN, Content Management API, the web app, the Personalization API), and the credit is calculated on the SINGLE LOWEST-PERFORMING component in the month. Shortfalls do not add up across components, so pick the worst one and build the claim on it.
- ⚠️ OUR MINUTES ARE NOT THE CONTRACTUAL METRIC: Contentful measures each component with synthetic checks at intervals of five minutes or less, from multiple data centres, testing for HTTP success codes. Ask Contentful to compute availability under its own definition and offer our incident timeline as corroboration.
- ⏰ FILE WITHIN 30 DAYS FOLLOWING THE END OF THE IMPACTED MONTH — the window runs from month-end, not from the incident. Raise a Support Ticket at support.contentful.com or email support@contentful.com, and paste the claim text from section 8.
- The credit is a percentage of the monthly Subscription Fees, applied as an INVOICE CREDIT; a cash refund is at Contentful's sole discretion, and unused credit EXPIRES if the subscription is not renewed. Take it as credit and use it.
- ⚠️ ELIGIBILITY BAR: no credit is payable if the account is past due or otherwise in breach at the time of the claim. Clear the invoice before filing.
- Excluded: force majeure and carrier failures, customer-caused issues, beta and non-GA features, and Scheduled Maintenance (at least 3 business days' notice, capped at 4 hours a month). Strip maintenance windows out of the timeline before totalling.
- SEPARATE AND ADDITIONAL LEVER, NOT FILABLE BY US: availability below 99% in any three calendar months of the term is a "Chronic Service Availability Failure", giving the customer the right to terminate on 30 days' notice — exercisable within 30 days of the failure — plus a pro-rated refund. That is a commercial decision for the customer, on top of the monthly credit, and Ontracko does not exercise it on their behalf.
Common exclusions
- •Force majeure and carrier/network failures outside Contentful's control
- •Customer-caused issues
- •Beta and non-generally-available features
- •Scheduled Maintenance (at least 3 business days' notice, capped at 4 hours per month)
Frequently asked
What is Contentful's SLA uptime commitment?
Contentful does not publish one. Its SLA defines the committed uptime as the percentage set out in the applicable Order Form or Service Order, so the figure is contractual and binding but private to each customer — there is nothing public to quote, and any percentage attributed to Contentful elsewhere came from marketing copy rather than from its terms. Read the committed uptime off your own Order Form; that document is the only primary source for it.
Does Contentful pay an SLA service credit?
Whatever Contentful owes you is set by the same document as the commitment — your Order Form or Service Order — rather than by a published tariff. That makes it different from a vendor with nothing to file: a remedy exists, Ontracko simply cannot read its size from anything Contentful publishes, so this page states no percentage and no amount instead of inventing one. Read the credit schedule off your Order Form and apply it to the incident record.
What is the deadline to file a Contentful SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in Contentful's SLA before filing).
Does Ontracko file Contentful SLA credit claims for me?
Ontracko monitors Contentful for free, detects and times every incident, and assembles the whole claim package except the two numbers Contentful keeps in your Order Form — the committed uptime and the credit schedule. Bring those from your own document and the claim is complete; we state no amount we cannot source. You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Contentful and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.