Marketing
Customer.io SLA credit guide
What Customer.io's own agreement actually says about availability: no uptime percentage, no credit schedule and no claim process, so there is nothing to file for a bad month — plus where a service level for Customer.io would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit are you owed when Customer.io is down?
Customer.io publishes NO availability SLA at all — no uptime percentage, no credit schedule and no claim process — so there is nothing to file for a bad month, and any "Customer.io uptime guarantee" figure circulating elsewhere did not come from Customer.io's own terms. If you have a service level with Customer.io, it lives in your own Order Form or negotiated agreement — that document, not a public page, is where the commitment and any remedy actually are. Ontracko monitors Customer.io for free either way and keeps the dated outage record, which is what a renewal conversation runs on. One more thing about the deadline, because Customer.io not stating one is not the same as there being none: file promptly anyway. A contract can carry a limitation period nobody printed, evidence ages badly, and the status-page record a claim is built on is easiest to defend while it is fresh. If Ontracko shows a date against a Customer.io claim, that date is our own monitoring reminder rather than anything Customer.io set — we will never let it expire a claim, and you should never quote it to Customer.io as their window.
Uptime commitment
None published
Filing window
Nothing to file
Services with SLA data
1
Credit tiers by service
No filable service credit exists for Customer.io (Terms of Service — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. NO SLA DOCUMENT EXISTS AND THE SEARCH FOR ONE IS A DEFINITIVE NEGATIVE, NOT A FAILURE: customer.io/legal/terms-of-service was read in full and states no uptime percentage and no credit provision, and the obvious /legal/service-level-agreement path 404s. The only availability language is the same "commercially reasonable efforts" standard Braze uses, alongside broad disclaimers of uninterrupted availability. There is no commitment to quote and nothing to file. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Customer.io commitment. If a customer believes an availability commitment applies, the only place one could live is their own Order Form or enterprise agreement — unpublished, and not verifiable from here.
Is there a Customer.io SLA credit to file?
No — there is nothing to file. Customer.io’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. NO SLA DOCUMENT EXISTS AND THE SEARCH FOR ONE IS A DEFINITIVE NEGATIVE, NOT A FAILURE: customer.io/legal/terms-of-service was read in full and states no uptime percentage and no credit provision, and the obvious /legal/service-level-agreement path 404s. The only availability language is the same "commercially reasonable efforts" standard Braze uses, alongside broad disclaimers of uninterrupted availability. There is no commitment to quote and nothing to file. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Customer.io commitment. If a customer believes an availability commitment applies, the only place one could live is their own Order Form or enterprise agreement — unpublished, and not verifiable from here. Ontracko still tracks Customer.io’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Customer.io's SLA uptime commitment?
Customer.io does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Customer.io elsewhere did not come from Customer.io's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Customer.io pay an SLA service credit?
No — and there is no commitment behind it either. Customer.io's published agreement states no uptime percentage and provides no service credit, so there is no figure to miss and nothing to file for a bad month. If you have a service level with Customer.io, it lives in your own Order Form or negotiated agreement — that document, not a public page, is where any commitment and any remedy would be. NO SLA DOCUMENT EXISTS AND THE SEARCH FOR ONE IS A DEFINITIVE NEGATIVE, NOT A FAILURE: customer.io/legal/terms-of-service was read in full and states no uptime percentage and no credit provision, and the obvious /legal/service-level-agreement path 404s. The only availability language is the same "commercially reasonable efforts" standard Braze uses, alongside broad disclaimers of uninterrupted availability. There is no commitment to quote and nothing to file. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Customer.io commitment. If a customer believes an availability commitment applies, the only place one could live is their own Order Form or enterprise agreement — unpublished, and not verifiable from here.
Does Ontracko file Customer.io SLA credit claims for me?
No — Customer.io's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Customer.io for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Customer.io and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.