Developer Tools
JFrog SLA credit guide
What JFrog 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 JFrog is down?
When JFrog Artifactory Online (SaaS) falls below its 99.9% monthly uptime commitment, you're owed an SLA service credit worth 5%–100% of the affected service's monthly spend — larger the further uptime fell — claimable within 30 days of the end of the affected billing month. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.9%
Filing window
30 days
counted from the end of the affected billing month
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 5% 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 99.9% | 5% of spend |
| 90% – under 99% | 25% of spend |
| below 90% | 100% of spend |
THE OBVIOUS URL IS A DECOY: jfrog.com/platform/sla/ lists only Standard/Gold/Platinum SUPPORT-RESPONSE-TIME SLAs and contains no uptime commitment or credit terms at all. The real availability SLA is embedded in the JFrog Subscription Agreement - SaaS at jfrog.com/saas-terms-and-conditions/ (Effective August 13, 2026). Commitment is at least 99.90% Uptime for Artifactory Online per calendar month, on a commercially-reasonable-efforts basis. Tiers are 5% (99.0-99.89%), 25% (90.0-98.99%) and 100% (below 90.0%) of the Monthly Commitment. Uptime is computed from JFrog's own server-side error rate of health-check pings from two sources in a cluster for each cloud platform, so the vendor's number comes from its probes, not yours. CLAIM BY WRITTEN NOTICE TO service@jfrog.com within 30 calendar days after the end of the month in which the shortfall occurred — no self-service portal and no required subject line are published, and failure to notify in time forfeits eligibility. Credits are applied against the NEXT month's fees as a fee credit or term extension only: non-transferable, never cash. No aggregate cap beyond the 100% bottom tier is stated. Downtime caused by third-party cloud providers is expressly excluded, which matters because Artifactory Online runs on them.
How to file a JFrog SLA credit claim
Portal: JFrog — written notice to service@jfrog.com ↗
- ⚠️ DO NOT USE jfrog.com/platform/sla/ — it is a decoy. That page lists only Standard/Gold/Platinum SUPPORT-RESPONSE-TIME SLAs and contains no uptime commitment or credit terms. The real availability SLA is embedded in the JFrog Subscription Agreement – SaaS at jfrog.com/saas-terms-and-conditions/ (Effective August 13, 2026).
- Confirm the affected product is Artifactory Online (cloud SaaS). The commitment is at least 99.90% Uptime per calendar month, on a commercially-reasonable-efforts basis.
- 📧 FILE BY EMAIL: send written notice of the claim to service@jfrog.com within 30 calendar days after the END OF THE MONTH in which the shortfall occurred. There is no self-service portal and no required subject line published — failure to give notice in time forfeits eligibility outright.
- Determine the tier: 99.0%–99.89% Uptime → 5%; 90.0%–98.99% → 25%; below 90.0% → 100% of the Monthly Commitment. Paste the claim text from section 8.
- Note whose measurement governs: JFrog computes Downtime from ITS OWN server-side error rate of health-check pings taken from two sources in a cluster for each cloud platform. Your figures are corroboration; ask JFrog to produce its own if it disputes yours.
- ⚠️ EXCLUSION THAT MATTERS MOST HERE: downtime caused by third-party cloud providers is expressly excluded — and Artifactory Online runs on them. Establish the root cause before filing, and if the outage was the underlying cloud's, file against that provider instead.
- Credits are applied against the NEXT month's fees as a fee credit or service-term extension only: non-transferable, and never a cash refund.
Evidence you’ll need
- •Written notice to service@jfrog.com within the claim window
- •Dates and times of the Downtime
- •Affected JFrog Platform instance / subscription
Common exclusions
- •Customer's unauthorized use or use not in accordance with the Documentation
- •Force Majeure Events
- •Migration initiated by the Customer
- •Self-Managed Features
- •Third-Party Integrations
- •Downtime caused by third-party cloud providers
- •Maintenance Time
- •Any suspension or termination of the account
Frequently asked
What is JFrog's SLA uptime commitment?
JFrog Artifactory Online (SaaS) carries a 99.9% monthly uptime commitment.
How much credit can I claim if JFrog misses its SLA?
Credits are tiered by measured uptime, from 5% up to 100% 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 JFrog SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in JFrog's SLA before filing).
Does Ontracko file JFrog SLA credit claims for me?
Ontracko monitors JFrog 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 JFrog and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.