Marketing
Klaviyo SLA credit guide
What Klaviyo'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 Klaviyo would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit are you owed when Klaviyo is down?
Klaviyo 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 "Klaviyo uptime guarantee" figure circulating elsewhere did not come from Klaviyo's own terms. If you have a service level with Klaviyo, 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 Klaviyo 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 Klaviyo 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 Klaviyo claim, that date is our own monitoring reminder rather than anything Klaviyo set — we will never let it expire a claim, and you should never quote it to Klaviyo 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 Klaviyo (Terms of Service — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. NO AVAILABILITY SLA IS PUBLISHED, AND THE TERMS AFFIRMATIVELY DISCLAIM ONE. Source: the Klaviyo Terms of Service at klaviyo.com/legal/terms-of-service, the page's own header reading "Updated: December 17, 2025", read in full on 21 September 2026. Its text contains NO occurrence of "SLA", "service level", "service credit", "uptime" or any availability percentage; the word "availability" appears twice, in the Beta-Services definition and inside "unavailability" at §3.3. THE CLAUSE THAT REPLACES AN SLA IS A RESERVATION OF THE RIGHT TO BE DOWN. §3.3, headed "Downtime", verbatim: "Customer acknowledges that access to and use of the Services may be suspended for the duration of any scheduled or unscheduled downtime or unavailability of any portion or all of the Services for any reason, including as a result of power outages, system failures or other interruptions, or any other acts, omissions or failures on the part of Klaviyo." "For any reason" and "on the part of Klaviyo" leave nothing for a credit to attach to. THE WARRANTY DISCLAIMER SAYS IT AGAIN IN TERMS: "KLAVIYO DOES NOT MAKE ANY ADDITIONAL WARRANTIES OF ANY KIND... INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR USE, NON-INFRINGEMENT, OR ERROR-FREE OR UNINTERRUPTED USE OF THE SERVICE (INCLUDING THE DOCUMENTATION AND OUTPUTS). TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AND WITHOUT LIMITING THE FOREGOING, KLAVIYO DOES NOT WARRANT THAT THE SERVICES WILL (A) MEET CUSTOMER'S REQUIREMENTS, (B) OPERATE WITHOUT INTERRUPTION OR DOWNTIME, OR (C) BE ERROR-FREE." ⚠️ THE TRAP IS A MARKETING PERCENTAGE THAT IS NOT IN THE AGREEMENT. Klaviyo's enterprise marketing advertises a 99.95% uptime figure and "uptime backed by SLAs"; that figure appears in NO document in the binding Agreement — which is the Terms of Service together with the Acceptable Use Policy, the Data Processing Agreement, any Service Order and, where applicable, the API Terms of Use and EU Data Act Addendum — and it is not reproduced, defined, measured or remedied anywhere. It is recorded here as a marketing claim to be refused, not as a figure: it was not verified first-hand against klaviyo.com's own live enterprise page, and it must not be carried into this catalog even if it is later confirmed to be printed there, because a sales page is not a service level. ⚠️ AND A SECOND TRAP ONE CLAUSE OVER: the Terms DO carry a hard 14-day deadline — the customer must notify Klaviyo of billing disputes within fourteen days of the statement or waive them — which is a BILLING dispute clock and not an SLA claim window. Do not model it as one and do not file an outage claim against it. WHERE AN ACTUAL COMMITMENT COULD LIVE: §1 makes "any Service Order" part of the Agreement, so an Enterprise or Klaviyo One customer may hold an availability commitment in their own signed Service Order. That document is not published and cannot be verified from here — ask the customer to produce the page rather than assuming the marketing figure is enforceable. STATUS.KLAVIYO.COM IS A MONITOR, NOT A REMEDY: it publishes 90-day uptime and an incident log with no contractual force whatever, and its existence is the most common reason a customer believes an SLA exists.
Is there a Klaviyo SLA credit to file?
No — there is nothing to file. Klaviyo’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. NO AVAILABILITY SLA IS PUBLISHED, AND THE TERMS AFFIRMATIVELY DISCLAIM ONE. Source: the Klaviyo Terms of Service at klaviyo.com/legal/terms-of-service, the page's own header reading "Updated: December 17, 2025", read in full on 21 September 2026. Its text contains NO occurrence of "SLA", "service level", "service credit", "uptime" or any availability percentage; the word "availability" appears twice, in the Beta-Services definition and inside "unavailability" at §3.3. THE CLAUSE THAT REPLACES AN SLA IS A RESERVATION OF THE RIGHT TO BE DOWN. §3.3, headed "Downtime", verbatim: "Customer acknowledges that access to and use of the Services may be suspended for the duration of any scheduled or unscheduled downtime or unavailability of any portion or all of the Services for any reason, including as a result of power outages, system failures or other interruptions, or any other acts, omissions or failures on the part of Klaviyo." "For any reason" and "on the part of Klaviyo" leave nothing for a credit to attach to. THE WARRANTY DISCLAIMER SAYS IT AGAIN IN TERMS: "KLAVIYO DOES NOT MAKE ANY ADDITIONAL WARRANTIES OF ANY KIND... INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR USE, NON-INFRINGEMENT, OR ERROR-FREE OR UNINTERRUPTED USE OF THE SERVICE (INCLUDING THE DOCUMENTATION AND OUTPUTS). TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AND WITHOUT LIMITING THE FOREGOING, KLAVIYO DOES NOT WARRANT THAT THE SERVICES WILL (A) MEET CUSTOMER'S REQUIREMENTS, (B) OPERATE WITHOUT INTERRUPTION OR DOWNTIME, OR (C) BE ERROR-FREE." ⚠️ THE TRAP IS A MARKETING PERCENTAGE THAT IS NOT IN THE AGREEMENT. Klaviyo's enterprise marketing advertises a 99.95% uptime figure and "uptime backed by SLAs"; that figure appears in NO document in the binding Agreement — which is the Terms of Service together with the Acceptable Use Policy, the Data Processing Agreement, any Service Order and, where applicable, the API Terms of Use and EU Data Act Addendum — and it is not reproduced, defined, measured or remedied anywhere. It is recorded here as a marketing claim to be refused, not as a figure: it was not verified first-hand against klaviyo.com's own live enterprise page, and it must not be carried into this catalog even if it is later confirmed to be printed there, because a sales page is not a service level. ⚠️ AND A SECOND TRAP ONE CLAUSE OVER: the Terms DO carry a hard 14-day deadline — the customer must notify Klaviyo of billing disputes within fourteen days of the statement or waive them — which is a BILLING dispute clock and not an SLA claim window. Do not model it as one and do not file an outage claim against it. WHERE AN ACTUAL COMMITMENT COULD LIVE: §1 makes "any Service Order" part of the Agreement, so an Enterprise or Klaviyo One customer may hold an availability commitment in their own signed Service Order. That document is not published and cannot be verified from here — ask the customer to produce the page rather than assuming the marketing figure is enforceable. STATUS.KLAVIYO.COM IS A MONITOR, NOT A REMEDY: it publishes 90-day uptime and an incident log with no contractual force whatever, and its existence is the most common reason a customer believes an SLA exists. Ontracko still tracks Klaviyo’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Klaviyo's SLA uptime commitment?
Klaviyo does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Klaviyo elsewhere did not come from Klaviyo's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Klaviyo pay an SLA service credit?
No — and there is no commitment behind it either. Klaviyo'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 Klaviyo, 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. NO AVAILABILITY SLA IS PUBLISHED, AND THE TERMS AFFIRMATIVELY DISCLAIM ONE. Source: the Klaviyo Terms of Service at klaviyo.com/legal/terms-of-service, the page's own header reading "Updated: December 17, 2025", read in full on 21 September 2026. Its text contains NO occurrence of "SLA", "service level", "service credit", "uptime" or any availability percentage; the word "availability" appears twice, in the Beta-Services definition and inside "unavailability" at §3.3. THE CLAUSE THAT REPLACES AN SLA IS A RESERVATION OF THE RIGHT TO BE DOWN. §3.3, headed "Downtime", verbatim: "Customer acknowledges that access to and use of the Services may be suspended for the duration of any scheduled or unscheduled downtime or unavailability of any portion or all of the Services for any reason, including as a result of power outages, system failures or other interruptions, or any other acts, omissions or failures on the part of Klaviyo." "For any reason" and "on the part of Klaviyo" leave nothing for a credit to attach to. THE WARRANTY DISCLAIMER SAYS IT AGAIN IN TERMS: "KLAVIYO DOES NOT MAKE ANY ADDITIONAL WARRANTIES OF ANY KIND... INCLUDING WITHOUT LIMITATION WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR USE, NON-INFRINGEMENT, OR ERROR-FREE OR UNINTERRUPTED USE OF THE SERVICE (INCLUDING THE DOCUMENTATION AND OUTPUTS). TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, AND WITHOUT LIMITING THE FOREGOING, KLAVIYO DOES NOT WARRANT THAT THE SERVICES WILL (A) MEET CUSTOMER'S REQUIREMENTS, (B) OPERATE WITHOUT INTERRUPTION OR DOWNTIME, OR (C) BE ERROR-FREE." ⚠️ THE TRAP IS A MARKETING PERCENTAGE THAT IS NOT IN THE AGREEMENT. Klaviyo's enterprise marketing advertises a 99.95% uptime figure and "uptime backed by SLAs"; that figure appears in NO document in the binding Agreement — which is the Terms of Service together with the Acceptable Use Policy, the Data Processing Agreement, any Service Order and, where applicable, the API Terms of Use and EU Data Act Addendum — and it is not reproduced, defined, measured or remedied anywhere. It is recorded here as a marketing claim to be refused, not as a figure: it was not verified first-hand against klaviyo.com's own live enterprise page, and it must not be carried into this catalog even if it is later confirmed to be printed there, because a sales page is not a service level. ⚠️ AND A SECOND TRAP ONE CLAUSE OVER: the Terms DO carry a hard 14-day deadline — the customer must notify Klaviyo of billing disputes within fourteen days of the statement or waive them — which is a BILLING dispute clock and not an SLA claim window. Do not model it as one and do not file an outage claim against it. WHERE AN ACTUAL COMMITMENT COULD LIVE: §1 makes "any Service Order" part of the Agreement, so an Enterprise or Klaviyo One customer may hold an availability commitment in their own signed Service Order. That document is not published and cannot be verified from here — ask the customer to produce the page rather than assuming the marketing figure is enforceable. STATUS.KLAVIYO.COM IS A MONITOR, NOT A REMEDY: it publishes 90-day uptime and an incident log with no contractual force whatever, and its existence is the most common reason a customer believes an SLA exists.
Does Ontracko file Klaviyo SLA credit claims for me?
No — Klaviyo's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Klaviyo for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Klaviyo and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.