Databases
Couchbase Capella SLA credit guide
What Couchbase Capella 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 Couchbase Capella is down?
When Couchbase Capella (Enterprise / Developer Pro) falls below its 99.99% uptime commitment, you're owed an SLA service credit worth 10%–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
99.99%
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 |
| below 99% | 25% of spend |
TWENTY-FOUR HOURS IS THE DEADLINE THAT ACTUALLY KILLS THESE CLAIMS: a support ticket must be submitted via the Cloud Control Plane within 24 hours of first becoming aware of the failure. It is a hard eligibility precondition, the tightest first stage in this batch, and missing it makes the generous second stage — the end of the calendar month immediately following — completely worthless. DOWNTIME REQUIRES TOTAL CLUSTER FAILURE, which is stricter than it sounds: the clock only runs where all attempts to establish a connection to the Cluster were unsuccessful. Partial degradation, elevated latency and single-node loss accrue ZERO Downtime, so a status-page entry reading degraded is not Downtime and our incident-timeline measure will systematically over-count unless filtered to full outages. THE CREDIT IS NOT MONEY: credits are database processing capability units usable only within the same plan, and the SLA states they do not entitle Customer to any refund or other payment from Couchbase. Tiers are 10% of the monthly applicable fees at or above 99.0% but below the target, and 25% below 99.0%, calculated PER CLUSTER — so a multi-cluster estate needs a separate claim per cluster. THE COMMITMENT IS PLAN-DEPENDENT AND THE PROFILE CARRIES THE HIGHER ONE: Enterprise and Developer Pro are 99.99%, but BASIC IS ONLY 99.50% — confirm the customer's plan before asserting a breach, because 49 basis points separate them. A multi-region 99.995% figure circulates in marketing but is NOT in this SLA and must not be asserted. Last updated August 18, 2023. Akamai blocks non-browser fetches, so re-verification needs a real browser.
How to file a Couchbase Capella SLA credit claim
Portal: Couchbase Capella — Cloud Control Plane ↗
- ⚠️ TWENTY-FOUR HOURS, AND IT IS A HARD PRECONDITION: submit a support ticket via the Cloud Control Plane within 24 hours of first becoming aware of the failure. Miss this and the generous second-stage window is worthless — this is the tightest first stage we track after Pinecone.
- Then file the claim itself, also through the Cloud Control Plane, by the end of the calendar month immediately following the month of the Downtime.
- ⚠️ DOWNTIME REQUIRES TOTAL CLUSTER FAILURE: the clock only runs where ALL attempts to establish a connection to the Cluster were unsuccessful. Partial degradation, elevated latency and single-node loss accrue zero. A status page reading "degraded" is not Downtime, so filter to full outages before asserting a breach.
- Confirm the plan, because the commitment differs by 49 basis points: Enterprise and Developer Pro are 99.99%, but BASIC IS ONLY 99.50%.
- ⚠️ THE CREDIT IS NOT MONEY: credits are database processing capability units usable only within the same plan. The SLA states expressly that they do not entitle you to any refund or other payment. Tiers are 10% of monthly applicable fees below the target down to 99.0%, and 25% below 99.0%.
- Credits are calculated PER CLUSTER, so a multi-cluster estate needs a separate claim for each affected cluster.
- Attach your own request logs documenting the errors and corroborating the outage (redact PII), the time and duration, the number and locations of affected users, and your attempts to resolve it. You also owe reasonable assistance to Couchbase's investigation.
- Expect these exclusions: the underlying Cloud Environment and third-party APIs, improper use or configuration, and — unusually — scaling events and configuration changes, which are treated as scheduled maintenance.
- Do not quote the 99.995% multi-region figure that circulates in marketing; it is not in this SLA.
Evidence you’ll need
- •A detailed description of the events, including your request logs documenting the errors and corroborating the claimed outage (PII redacted)
- •The time and duration of the Downtime
- •The number and locations of affected users
- •Descriptions of your attempts to resolve the incident at the time
- •Reasonable assistance to Couchbase in investigating the cause
Common exclusions
- •Free trials and non-GA offerings
- •The Cloud Environment or third-party APIs not included in the Cloud Service
- •Improper use, scaling or configuration
- •Scaling events and configuration changes, treated as scheduled maintenance
Frequently asked
What is Couchbase Capella's SLA uptime commitment?
Couchbase Capella (Enterprise / Developer Pro) carries a 99.99% uptime commitment.
How much credit can I claim if Couchbase Capella misses its SLA?
Credits are tiered by measured uptime, from 10% up to 25% 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 Couchbase Capella SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in Couchbase Capella's SLA before filing).
Does Ontracko file Couchbase Capella SLA credit claims for me?
Ontracko monitors Couchbase Capella 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 Couchbase Capella and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.