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HashiCorp Cloud SLA credit guide
What HashiCorp Cloud owes you when it misses its uptime commitment — its published tariff (10%, 20% or 30% of a quarter's fees), the quarter-end filing deadline and how to file. The unit is the calendar quarter, so no amount is computed here from a single month.
What SLA credit are you owed when HashiCorp Cloud is down?
HashiCorp Cloud Platform (HCP Enterprise, production clusters) carries a 99.9% quarterly uptime commitment, and HashiCorp Cloud does pay a service credit for missing it. Its tariff is published and it is assessed on the CALENDAR QUARTER: 10%, 20% or 30% of that quarter's fees, depending how far the Quarterly Uptime Percentage fell. HashiCorp applies this credit only against a FUTURE INVOICE FOR THE SAME HCP SERVICE. It is never paid in cash, never cross-applied to another HCP service, and is not issued while the account is delinquent; it is the sole and exclusive remedy for the shortfall. Ask for it as an invoice credit against this service, not as a refund. Ontracko measures calendar months, and three of them aggregate into that one quarterly figure, so a single bad month establishes no breach on its own: this page quotes no percentage against one month, no dollar amount and no calculator, because a figure priced off a month against a quarterly tariff can be out by a factor of three. File within 10 business days of the end of the affected calendar quarter. Ontracko does that arithmetic for you once HashiCorp Cloud is connected: it scores all three calendar months, sums their downtime over the quarter's own minutes to get the Quarterly Uptime Percentage, reads the band off HashiCorp Cloud's published table and drafts the claim with the figure in it — and while a month of the quarter is still unscored it drafts protectively, stating no figure at all. Monitoring, incident timing and the dated evidence a claim is built on are free either way.
Uptime commitment
99.9%
Filing window
10 business days
counted from the end of the affected calendar quarter
Services with SLA data
1
HashiCorp Cloud’s credit is assessed on the calendar quarter
HashiCorp Cloud publishes its tariff and applies it to the Quarterly Uptime Percentage — the availability of the whole quarter — and calculates the credit against the fees for that quarter. Three calendar months aggregate into that single figure, so one bad month establishes no breach on its own. This is the published table:
| Quarterly Uptime Percentage | Credit (% of that quarter's fees) |
|---|---|
| 99.5% – under 99.9% | 10% |
| 99% – under 99.5% | 20% |
| below 99% | 30% |
Transcribed from HashiCorp Cloud’s own SLA (primary source ↗). The claim is due within 10 business days of the end of the affected calendar quarter — read that anchor carefully, because a reader who counts the window from the incident date instead will believe a claim that is still live has already expired. HashiCorp applies this credit only against a FUTURE INVOICE FOR THE SAME HCP SERVICE. It is never paid in cash, never cross-applied to another HCP service, and is not issued while the account is delinquent; it is the sole and exclusive remedy for the shortfall. Ask for it as an invoice credit against this service, not as a refund.
What this page does not do is put a number on it. It holds no spend figure for you and no scored months, so applying the table above to anything here would be a guess with a percentage sign on it — which is why there is no calculator on this page. Ontracko does that arithmetic for you once HashiCorp Cloud is connected: it scores all three calendar months, sums their downtime over the quarter's own minutes to get the Quarterly Uptime Percentage, reads the band off HashiCorp Cloud's published table and drafts the claim with the figure in it — and while a month of the quarter is still unscored it drafts protectively, stating no figure at all.
Credit tiers by service
HashiCorp Cloud Platform (HCP Enterprise, production clusters)’s credit tariff is published, and it is assessed on the calendar quarter: 10%, 20% or 30% of that quarter's fees, depending how far the Quarterly Uptime Percentage fell — the table is above. Ontracko measures calendar months and three of them aggregate into that one quarterly figure, so a single month indexes no band here and this page computes no amount from one. A VERIFIED PAYER WHOSE TARIFF IS QUARTERLY, SO NO AMOUNT IS EVER PRICED OFF A SINGLE MONTH — the three months of the quarter are aggregated into one Quarterly Uptime Percentage first, and until all three are scored no figure is stated at all. HashiCorp's HCP SLA (portal.cloud.hashicorp.com/sla) credits, against the QUARTERLY Uptime Percentage and as a percentage of the Applicable Quarterly Service Fees: 10% below 99.9% down to 99.5%, 20% below 99.5% down to 99%, and 30% below 99%. Three calendar months average into that one figure, so a single bad month establishes nothing on its own — quoting a dollar amount from one month against this table would be a fabrication, and the profile therefore carries no MONTHLY credit tiers at all; the table above is indexed on the quarter and is applied only once all three of its months have been scored. The filing guide carries the full table. SCOPE IS NARROW: HCP Enterprise tier and above, PRODUCTION-tier clusters only, across Boundary, Consul, Packer, Vault, Vault Radar, Vault Secrets and Terraform. THE DEADLINE IS TEN BUSINESS DAYS AFTER THE LAST DAY OF THE QUARTER, by support ticket — one of the shortest effective windows we track once the quarter-end anchor is applied. ⚠️ THE FILING DESTINATION HAS MOVED: support now goes through https://www.ibm.com/mysupport following the acquisition, and filing against older HashiCorp documentation sends the claim to the wrong place. DOWNTIME IS AN ERROR RATE: a minute counts only if ALL continuous attempts at a defined Critical Operation fail within that minute, so build the claim on request logs. CREDIT MECHANICS: applied only against a future invoice for the SAME HCP service, never cash, never cross-applied to another service, never issued while the account is delinquent, and it is the sole and exclusive remedy. SOURCE NOTE: this page is a client-side-rendered application — static fetchers get an empty JavaScript shell, which is why HashiCorp sat unverified through five earlier batches; the terms above were read from the browser-rendered page.
Measured how? HashiCorp Cloud Platform (HCP Enterprise, production clusters) is measured as a request success rate — errors as a share of total requests, averaged over short intervals — not as wall-clock uptime. Availability for this service is the vendor’s Quarterly Uptime Percentage under that definition, which only HashiCorp Cloud can compute from its request logs. A status-page outage is evidence that a qualifying event happened; it is not the contractual figure.
How to file a HashiCorp Cloud SLA credit claim
Portal: HashiCorp Cloud (HCP) — support ticket via IBM MySupport ↗
- ⚠️ THIS SLA IS QUARTERLY: the tariff is applied to the Quarterly Uptime Percentage against the Applicable Quarterly Service Fees, and three calendar months aggregate into that one figure — so a single bad month establishes no breach on its own, and no figure taken from one month means anything here. Ontracko computes the quarterly figure for you from the three scored months and prices the claim against the published bands; while any month of the quarter is still unscored it states no amount at all and files protectively, so check which quarter this claim covers, and whether it is complete, before quoting anything from it.
- THE FULL TARIFF, as a percentage of the Applicable QUARTERLY Service Fees: quarterly uptime below 99.9% and at or above 99.5% → 10%; below 99.5% and at or above 99% → 20%; below 99% → 30%. Ontracko indexes this table on the quarterly figure it computed; if you are filing by hand, take the quarter's uptime from section 3, pick the band, and apply it to that quarter's fees for the affected service.
- Check the scope first — it is narrow: HCP ENTERPRISE tier and above, PRODUCTION-tier clusters only, for Boundary, Consul, Packer, Vault, Vault Radar, Vault Secrets and Terraform. Development-tier clusters and lower HCP tiers get nothing.
- ⏰ TEN BUSINESS DAYS AFTER THE LAST DAY OF THE QUARTER. That is the whole window, it runs from quarter-end rather than from the incident, and it is counted in business days — put the date in the calendar the moment the quarter closes.
- ⚠️ FILE AT https://www.ibm.com/mysupport — support moved there after the acquisition, and older HashiCorp documentation still points elsewhere. A claim sent to the old destination goes to the wrong place.
- ⚠️ DOWNTIME IS AN ERROR RATE, NOT A WALL CLOCK: a minute counts only if ALL continuous attempts at a defined "Critical Operation" fail within that minute. A degraded quarter in which some calls kept succeeding can be legally zero Downtime, so build the claim on request logs and offer our incident minutes as corroboration.
- Include what the SLA asks for: request logs proving the outage, the time and duration, the number and locations of affected users, and what you did to try to resolve it at the time.
- Excluded: force majeure, third-party and underlying cloud-infrastructure outages, misuse of your own credentials, and your own misconfiguration or improper scaling. Establish root cause before filing — an outage in the underlying cloud pays nothing here.
- The credit is applied only against a future invoice for the SAME HCP service — never cash, never cross-applied to another service, and never issued while the account is delinquent. It is the sole and exclusive remedy.
- SOURCE NOTE: portal.cloud.hashicorp.com/sla renders through client-side JavaScript, so a plain fetch returns an empty shell — that is why this vendor sat unverified for five batches. Read it in a browser if you need to re-check the wording.
Evidence you’ll need
- •Request logs or other evidence documenting the outage
- •Time and duration of the Downtime
- •Number and locations of affected users
- •Description of your attempts to resolve the incident at the time
- •HCP organization / project and the affected production cluster
Common exclusions
- •Force majeure
- •Third-party or underlying cloud-infrastructure outages
- •Misuse of customer credentials
- •Customer misconfiguration or improper scaling of the cluster
- •Development-tier (non-production) clusters
- •HCP tiers below Enterprise
Frequently asked
What is HashiCorp Cloud's SLA uptime commitment?
HashiCorp Cloud Platform (HCP Enterprise, production clusters) carries a 99.9% quarterly uptime commitment.
Does HashiCorp Cloud pay an SLA service credit?
Yes, and its tariff is published. HashiCorp Cloud applies it to the Quarterly Uptime Percentage — the availability of the whole quarter — and credits 10%, 20% or 30% of that quarter's fees, the band depending on how far the quarterly figure fell. HashiCorp applies this credit only against a FUTURE INVOICE FOR THE SAME HCP SERVICE. It is never paid in cash, never cross-applied to another HCP service, and is not issued while the account is delinquent; it is the sole and exclusive remedy for the shortfall. Ask for it as an invoice credit against this service, not as a refund. Because it is assessed on the CALENDAR QUARTER and not on a single month, this page quotes no percentage against one month and no dollar amount: three calendar months aggregate into that one figure, one bad month establishes no breach on its own, and a credit priced off a month against a quarterly table can be out by a factor of three. The claim is due within 10 business days of the end of the affected calendar quarter. Ontracko does that arithmetic for you once HashiCorp Cloud is connected: it scores all three calendar months, sums their downtime over the quarter's own minutes to get the Quarterly Uptime Percentage, reads the band off HashiCorp Cloud's published table and drafts the claim with the figure in it — and while a month of the quarter is still unscored it drafts protectively, stating no figure at all.
What is the deadline to file a HashiCorp Cloud SLA credit claim?
Claims are generally due within 10 business days of the end of the affected calendar quarter (verify the exact clause in HashiCorp Cloud's SLA before filing).
Does Ontracko file HashiCorp Cloud SLA credit claims for me?
Ontracko monitors HashiCorp 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 HashiCorp Cloud and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.