SaaS / CRM
Gong SLA credit guide
What Gong'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 Gong would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit are you owed when Gong is down?
Gong 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 "Gong uptime guarantee" figure circulating elsewhere did not come from Gong's own terms. If you have a service level with Gong, 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 Gong 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 Gong 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 Gong claim, that date is our own monitoring reminder rather than anything Gong set — we will never let it expire a claim, and you should never quote it to Gong 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 Gong (Terms and Conditions — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. THE CONTRACT DISCLAIMS UPTIME AND CONTAINS NO SLA: gong.io/legal/terms-and-conditions states that Gong "cannot guarantee that the Services will operate in an uninterrupted or error-free manner", and there is no uptime percentage, no credit table, no claim process and no SLA exhibit referenced anywhere in it. ⚠️ GONG'S OWN SITE PUBLISHES A NUMBER ANYWAY, AND IT IS NOT A TERM: the trust/marketing page at gong.io/platform/trust claims "99.5% uptime". It is marketing copy on the vendor's own domain, it carries no remedy, no measurement definition and no claim mechanism, and no agreement we can read makes it binding — so we do NOT assert it, and nobody should "correct" this profile to 99.5% on the strength of that page. This is the exact pattern that put Sumo Logic's, Render's and Netlify's false figures into this catalog: a percentage published somewhere on the vendor's site that is nowhere in the vendor's contract. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Gong commitment. Any real service level lives in the customer's own Order Form — unpublished, and not verifiable from here.
Is there a Gong SLA credit to file?
No — there is nothing to file. Gong’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. THE CONTRACT DISCLAIMS UPTIME AND CONTAINS NO SLA: gong.io/legal/terms-and-conditions states that Gong "cannot guarantee that the Services will operate in an uninterrupted or error-free manner", and there is no uptime percentage, no credit table, no claim process and no SLA exhibit referenced anywhere in it. ⚠️ GONG'S OWN SITE PUBLISHES A NUMBER ANYWAY, AND IT IS NOT A TERM: the trust/marketing page at gong.io/platform/trust claims "99.5% uptime". It is marketing copy on the vendor's own domain, it carries no remedy, no measurement definition and no claim mechanism, and no agreement we can read makes it binding — so we do NOT assert it, and nobody should "correct" this profile to 99.5% on the strength of that page. This is the exact pattern that put Sumo Logic's, Render's and Netlify's false figures into this catalog: a percentage published somewhere on the vendor's site that is nowhere in the vendor's contract. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Gong commitment. Any real service level lives in the customer's own Order Form — unpublished, and not verifiable from here. Ontracko still tracks Gong’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Gong's SLA uptime commitment?
Gong does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Gong elsewhere did not come from Gong's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Gong pay an SLA service credit?
No — and there is no commitment behind it either. Gong'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 Gong, 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. THE CONTRACT DISCLAIMS UPTIME AND CONTAINS NO SLA: gong.io/legal/terms-and-conditions states that Gong "cannot guarantee that the Services will operate in an uninterrupted or error-free manner", and there is no uptime percentage, no credit table, no claim process and no SLA exhibit referenced anywhere in it. ⚠️ GONG'S OWN SITE PUBLISHES A NUMBER ANYWAY, AND IT IS NOT A TERM: the trust/marketing page at gong.io/platform/trust claims "99.5% uptime". It is marketing copy on the vendor's own domain, it carries no remedy, no measurement definition and no claim mechanism, and no agreement we can read makes it binding — so we do NOT assert it, and nobody should "correct" this profile to 99.5% on the strength of that page. This is the exact pattern that put Sumo Logic's, Render's and Netlify's false figures into this catalog: a percentage published somewhere on the vendor's site that is nowhere in the vendor's contract. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Gong commitment. Any real service level lives in the customer's own Order Form — unpublished, and not verifiable from here.
Does Ontracko file Gong SLA credit claims for me?
No — Gong's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Gong for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Gong and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.