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Iterable SLA credit guide
What Iterable'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 Iterable would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit are you owed when Iterable is down?
Iterable 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 "Iterable uptime guarantee" figure circulating elsewhere did not come from Iterable's own terms. If you have a service level with Iterable, 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 Iterable 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 Iterable 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 Iterable claim, that date is our own monitoring reminder rather than anything Iterable set — we will never let it expire a claim, and you should never quote it to Iterable 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 Iterable (MSA + Product-Specific Terms — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. FOUR DOCUMENTS WERE READ AND NONE OF THEM IS AN SLA: the Terms of Service, the Product-Specific Terms (version 042026), the Master Services Agreement (version 051525) and the Beta Terms. Not one states an uptime percentage, and there is no credit table and no claim process anywhere in them. ⚠️ THE MSA'S "SERVICES WARRANTY" IS THE DECOY: it points at a warranty published on Iterable's site, and that warranty is about the Services conforming to their documentation — FUNCTIONALITY, not availability. Quoting it as an uptime commitment would be reading a different promise into it. ⚠️ AN ENTERPRISE SLA ALMOST CERTAINLY EXISTS AND IS SIMPLY NOT PUBLISHED: the Beta Terms say beta offerings are "excluded from any service level agreements", which only makes sense if service level agreements exist for the GA product — privately, on each customer's paper. So for an enterprise customer the terms are real and their own agreement is the only primary source for them. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT an Iterable commitment.
Is there a Iterable SLA credit to file?
No — there is nothing to file. Iterable’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. FOUR DOCUMENTS WERE READ AND NONE OF THEM IS AN SLA: the Terms of Service, the Product-Specific Terms (version 042026), the Master Services Agreement (version 051525) and the Beta Terms. Not one states an uptime percentage, and there is no credit table and no claim process anywhere in them. ⚠️ THE MSA'S "SERVICES WARRANTY" IS THE DECOY: it points at a warranty published on Iterable's site, and that warranty is about the Services conforming to their documentation — FUNCTIONALITY, not availability. Quoting it as an uptime commitment would be reading a different promise into it. ⚠️ AN ENTERPRISE SLA ALMOST CERTAINLY EXISTS AND IS SIMPLY NOT PUBLISHED: the Beta Terms say beta offerings are "excluded from any service level agreements", which only makes sense if service level agreements exist for the GA product — privately, on each customer's paper. So for an enterprise customer the terms are real and their own agreement is the only primary source for them. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT an Iterable commitment. Ontracko still tracks Iterable’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Iterable's SLA uptime commitment?
Iterable does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Iterable elsewhere did not come from Iterable's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Iterable pay an SLA service credit?
No — and there is no commitment behind it either. Iterable'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 Iterable, 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. FOUR DOCUMENTS WERE READ AND NONE OF THEM IS AN SLA: the Terms of Service, the Product-Specific Terms (version 042026), the Master Services Agreement (version 051525) and the Beta Terms. Not one states an uptime percentage, and there is no credit table and no claim process anywhere in them. ⚠️ THE MSA'S "SERVICES WARRANTY" IS THE DECOY: it points at a warranty published on Iterable's site, and that warranty is about the Services conforming to their documentation — FUNCTIONALITY, not availability. Quoting it as an uptime commitment would be reading a different promise into it. ⚠️ AN ENTERPRISE SLA ALMOST CERTAINLY EXISTS AND IS SIMPLY NOT PUBLISHED: the Beta Terms say beta offerings are "excluded from any service level agreements", which only makes sense if service level agreements exist for the GA product — privately, on each customer's paper. So for an enterprise customer the terms are real and their own agreement is the only primary source for them. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT an Iterable commitment.
Does Ontracko file Iterable SLA credit claims for me?
No — Iterable's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Iterable for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Iterable and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.