Data & Analytics
Elastic Cloud SLA credit guide
What Elastic 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 Elastic Cloud is down?
When Elastic Cloud Hosted (HA, Platinum/Enterprise) falls below its 99.95% 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 10 days of incident resolution. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.95%
Filing window
10 days
counted from incident resolution
Services with SLA data
1
Credit calculator
SLA target is 99.95% — 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 99.95% | 10% of spend |
| 95% – under 99% | 30% of spend |
| below 95% | 100% of spend |
HARD ELIGIBILITY GATE: covers ONLY Platinum or Enterprise subscriptions on Elastic Cloud Hosted deployments in a HIGH AVAILABILITY configuration — Standard-tier or single-zone customers have no uptime SLA at all. Credit is Elastic Resource credit (not cash) and only where the month's fee exceeds USD $1. Elastic Cloud Serverless has a SEPARATE SLA not covered here. Source: SLA version dated September 12, 2025.
How to file a Elastic Cloud SLA credit claim
Portal: Elastic Support Portal ↗
- ⚠️ ELIGIBILITY FIRST: this SLA covers only Platinum or Enterprise subscriptions running Elastic Cloud Hosted (ECH) deployments in a HIGH AVAILABILITY configuration. Standard-tier or single-zone deployments have no uptime SLA at all — confirm before filing.
- Submit a Support ticket no later than 10 days following the applicable Error (Elastic calls this the Service Credit Request).
- Include the affected account and ECH deployment, and the dates and times of each Error you are claiming.
- Credit tiers are 10% (below 99.95% down to 99.0%), 30% (below 99.0% down to 95.0%) and 100% (below 95.0%) of the monthly subscription fee for the affected deployment.
- Credit is issued as Elastic Resource credit, not cash, and only where the affected month’s fee exceeds USD $1.
- This SLA covers Elastic Cloud Hosted. Elastic Cloud Serverless is governed by a separate document — do not assume these terms carry over.
Evidence you’ll need
- •Affected account and ECH deployment
- •Dates and times of each Error claimed
Common exclusions
- •Standard subscription level (not covered at all)
- •Non-High-Availability deployments
- •Third-party cloud provider outages
- •Customer misconfiguration
- •Deprecated or preview features
Frequently asked
What is Elastic Cloud's SLA uptime commitment?
Elastic Cloud Hosted (HA, Platinum/Enterprise) carries a 99.95% uptime commitment.
How much credit can I claim if Elastic 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 99.95% availability fell.
What is the deadline to file a Elastic Cloud SLA credit claim?
Claims are generally due within 10 days of incident resolution (verify the exact clause in Elastic Cloud's SLA before filing).
Does Ontracko file Elastic Cloud SLA credit claims for me?
Ontracko monitors Elastic 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 Elastic Cloud and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.