Data & Analytics
dbt Cloud SLA credit guide
What dbt 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 dbt Cloud is down?
When dbt Cloud (Addendum A) falls below its 99.9% monthly uptime commitment, you're owed an SLA service credit worth 1%–5% of the affected service's monthly spend — larger the further uptime fell — claimable within 30 days of incident onset. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.9%
Filing window
30 days
counted from incident onset
Services with SLA data
1
Credit calculator
SLA target is 99.9% — enter what you actually observed.
Enter your monthly spend above to see the dollar credit for a 2% 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 |
|---|---|
| 99.8% – under 99.9% | 1% of spend |
| 99.7% – under 99.8% | 2% of spend |
| 99.6% – under 99.7% | 3% of spend |
| 99.5% – under 99.6% | 4% of spend |
| below 99.5% | 5% of spend |
THE SLA IS REAL BUT IT IS NOT WHERE ANYONE LOOKS: it is Addendum A inside the Terms of Service (updated October 16, 2025), and every /legal/sla-style URL 404s — which is why third parties repeatedly report that dbt has no public SLA with service credits. They are wrong; it is public, just buried. THE DEADLINE IS THE TRAP: the credit must be requested upon Client's written request within thirty days of the unavailability — thirty days FROM THE INCIDENT, not from month-end. An outage on the 3rd expires around the 2nd of the following month, potentially before the invoice for that month has even arrived, so a naive 30 days label materially misleads here. Tiers are unusually granular and unusually small: 1% below 99.9% to 99.8%, then 2%, 3%, 4%, and 5% below 99.5%, capped at 5% of monthly recurring Platform Fees in a single month — and the monthly denominator is the TOTAL ANNUAL Platform Fees divided by twelve, excluding professional services, so it is 5% of a twelfth of ACV rather than 5% of whatever was invoiced. Availability is wall clock — Authorized Users able to access the platforms, over total minutes in the month — so our metric is the right one, with the caveat that non-material features are carved out of the definition and give dbt room to argue a partial outage does not count. NOTABLY ABSENT: there is no underlying-cloud-provider carve-out, which is unusually claimant-friendly — an AWS/Azure/GCP outage is not excused. NO PLAN-TIER RESTRICTION IS STATED, so do not assert Enterprise only; in practice it attaches to Order Form customers because the credit denominator is annual Platform Fees. dbt Labs and Fivetran have merged — re-check both documents within a quarter.
How to file a dbt Cloud SLA credit claim
Portal: dbt Cloud support portal ↗
- The SLA is Addendum A INSIDE the Terms of Service — there is no /legal/sla page, and every such URL 404s. Cite the Addendum by name so nobody tells you dbt has no public SLA; it does.
- ⚠️ THE DEADLINE IS 30 DAYS FROM THE UNAVAILABILITY ITSELF, not from month-end. An outage on the 3rd expires around the 2nd of the next month — potentially before that month's invoice has even arrived. This is the single most common way a dbt claim dies.
- Submit the written request through the dbt support ticket portal.
- Include the Client Account name, your representative's name and contact details, the date and the beginning and end time of the Error, and a description of what was impacted and where — project or job name, IDE or job.
- Match the tier carefully, because they are granular and small: 1% below 99.9% to 99.8%, 2% to 99.7%, 3% to 99.6%, 4% to 99.5%, and 5% below 99.5%.
- ⚠️ CHECK THE DENOMINATOR BEFORE QUOTING A NUMBER: the 5% cap is 5% of monthly recurring Platform Fees, where the monthly figure is your TOTAL ANNUAL Platform Fees divided by twelve, excluding professional services.
- Availability is wall-clock against total minutes in the month, so our uptime measure is the right metric here — but expect dbt to argue that a partial outage hit only non-material features, which are carved out of the definition.
- Good news worth knowing: there is NO underlying-cloud-provider carve-out, so an AWS, Azure or GCP outage is not excused. Beta Features, however, are excluded entirely.
- Do not assume Enterprise-only — the Addendum states no plan-tier restriction.
Evidence you’ll need
- •Client Account name
- •Client representative name and contact information
- •Date and beginning/end time of the Error
- •Description of what was impacted and where (project or job name, IDE or job)
Common exclusions
- •Scheduled announced maintenance and emergency maintenance
- •Client or Client-vendor acts and omissions
- •Suspension for non-payment
- •Failure to use the platform per the Documentation
- •Beta Features, which are excluded from the SLA entirely
- •Unavailability or discontinuation of non-material features
Frequently asked
What is dbt Cloud's SLA uptime commitment?
dbt Cloud (Addendum A) carries a 99.9% monthly uptime commitment.
How much credit can I claim if dbt Cloud misses its SLA?
Credits are tiered by measured uptime, from 1% up to 5% of the monthly service spend for the affected service, depending on how far below 99.9% availability fell.
What is the deadline to file a dbt Cloud SLA credit claim?
Claims are generally due within 30 days of incident onset (verify the exact clause in dbt Cloud's SLA before filing).
Does Ontracko file dbt Cloud SLA credit claims for me?
Ontracko monitors dbt 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 dbt Cloud and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.