Data & Analytics
Mixpanel SLA credit guide
What Mixpanel'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 Mixpanel would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit are you owed when Mixpanel is down?
Mixpanel 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 "Mixpanel uptime guarantee" figure circulating elsewhere did not come from Mixpanel's own terms. If you have a service level with Mixpanel, 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 Mixpanel 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 Mixpanel 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 Mixpanel claim, that date is our own monitoring reminder rather than anything Mixpanel set — we will never let it expire a claim, and you should never quote it to Mixpanel 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 Mixpanel (Terms of Use — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. NO AVAILABILITY SLA IS PUBLISHED, AND THIS IS A DEFINITIVE FINDING RATHER THAN A FAILED SEARCH. Mixpanel's legal index at mixpanel.com/legal/ enumerates the agreements Mixpanel publishes — Terms of Use, Data Processing Addendum, Supplemental Terms, Partner Program Agreement and Supply Chain Transparency Statement, alongside its Privacy and Security sections — and none of them is a Service Level Agreement. mixpanel.com/legal/sla/ renders a 404 page reading "There's nothing here". THE TERMS OF USE WERE READ IN FULL (64,840 characters of rendered text): they state no uptime figure, define no service level, define no downtime and establish no service credit. The single place the phrase "service-level agreement" occurs is §2.4, which puts Beta Services outside "any warranty, support, maintenance, storage, service-level agreement or indemnity obligation of any kind". WHAT MIXPANEL DOES WARRANT IS CONFORMITY, NOT AVAILABILITY, and that distinction is the whole of this profile. §9.1 warrants that the features and functionality of the Application Services "will perform the material functions described in the Documentation". THE REMEDY LADDER: Mixpanel's sole liability and the customer's exclusive remedy is for Mixpanel to correct or re-perform the material nonconforming aspects; if it fails to do so within a reasonable time of receiving written notice from the customer detailing the breach, the customer's sole and exclusive remedy is to terminate the Agreement and have Mixpanel refund the pro-rata unused portion of any prepaid fees applicable to the remaining portion of the Subscription Term. THAT IS A TERMINATION-AND-REFUND RIGHT, NOT A SERVICE CREDIT, AND UNAVAILABILITY IS NOT ITS TRIGGER: it answers the product failing to do what the Documentation says it does, so an outage is not by itself a breach of it and a status-page record is not by itself evidence for it. The warranty does not apply to unauthorized modifications, to use outside the scope of the Agreement or as described in the Documentation, or to third-party services, software or equipment outside Mixpanel's control. THE WORD "CREDIT" IN THESE TERMS MEANS BILLING, NOT SERVICE: §3.3 lets Mixpanel offer credits such as discount codes or promotional campaigns at its sole discretion, and states that they are non-transferable, have no monetary or cash value and expire. §2.2 lets Mixpanel change, discontinue, delete or deprecate any feature "provided that the overall functionality and security of the Application Services does not materially decrease". IF A CUSTOMER HOLDS AN AVAILABILITY COMMITMENT FOR MIXPANEL, THE ONLY PLACE IT CAN LIVE IS THEIR OWN SIGNED ORDER FORM OR NEGOTIATED AGREEMENT — unpublished, and not verifiable from here. Note carefully what the published Terms do and do not say about that document: §12.3 provides that where the Agreement and an Order Form conflict, the Order Form governs, which is ordinary precedence; nothing in the Terms of Use points a service level, an availability figure or a credit at the Order Form. Read that agreement before asserting any figure. Primary sources read 9 September 2026.
Is there a Mixpanel SLA credit to file?
No — there is nothing to file. Mixpanel’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. NO AVAILABILITY SLA IS PUBLISHED, AND THIS IS A DEFINITIVE FINDING RATHER THAN A FAILED SEARCH. Mixpanel's legal index at mixpanel.com/legal/ enumerates the agreements Mixpanel publishes — Terms of Use, Data Processing Addendum, Supplemental Terms, Partner Program Agreement and Supply Chain Transparency Statement, alongside its Privacy and Security sections — and none of them is a Service Level Agreement. mixpanel.com/legal/sla/ renders a 404 page reading "There's nothing here". THE TERMS OF USE WERE READ IN FULL (64,840 characters of rendered text): they state no uptime figure, define no service level, define no downtime and establish no service credit. The single place the phrase "service-level agreement" occurs is §2.4, which puts Beta Services outside "any warranty, support, maintenance, storage, service-level agreement or indemnity obligation of any kind". WHAT MIXPANEL DOES WARRANT IS CONFORMITY, NOT AVAILABILITY, and that distinction is the whole of this profile. §9.1 warrants that the features and functionality of the Application Services "will perform the material functions described in the Documentation". THE REMEDY LADDER: Mixpanel's sole liability and the customer's exclusive remedy is for Mixpanel to correct or re-perform the material nonconforming aspects; if it fails to do so within a reasonable time of receiving written notice from the customer detailing the breach, the customer's sole and exclusive remedy is to terminate the Agreement and have Mixpanel refund the pro-rata unused portion of any prepaid fees applicable to the remaining portion of the Subscription Term. THAT IS A TERMINATION-AND-REFUND RIGHT, NOT A SERVICE CREDIT, AND UNAVAILABILITY IS NOT ITS TRIGGER: it answers the product failing to do what the Documentation says it does, so an outage is not by itself a breach of it and a status-page record is not by itself evidence for it. The warranty does not apply to unauthorized modifications, to use outside the scope of the Agreement or as described in the Documentation, or to third-party services, software or equipment outside Mixpanel's control. THE WORD "CREDIT" IN THESE TERMS MEANS BILLING, NOT SERVICE: §3.3 lets Mixpanel offer credits such as discount codes or promotional campaigns at its sole discretion, and states that they are non-transferable, have no monetary or cash value and expire. §2.2 lets Mixpanel change, discontinue, delete or deprecate any feature "provided that the overall functionality and security of the Application Services does not materially decrease". IF A CUSTOMER HOLDS AN AVAILABILITY COMMITMENT FOR MIXPANEL, THE ONLY PLACE IT CAN LIVE IS THEIR OWN SIGNED ORDER FORM OR NEGOTIATED AGREEMENT — unpublished, and not verifiable from here. Note carefully what the published Terms do and do not say about that document: §12.3 provides that where the Agreement and an Order Form conflict, the Order Form governs, which is ordinary precedence; nothing in the Terms of Use points a service level, an availability figure or a credit at the Order Form. Read that agreement before asserting any figure. Primary sources read 9 September 2026. Ontracko still tracks Mixpanel’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Mixpanel's SLA uptime commitment?
Mixpanel does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Mixpanel elsewhere did not come from Mixpanel's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Mixpanel pay an SLA service credit?
No — and there is no commitment behind it either. Mixpanel'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 Mixpanel, 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 THIS IS A DEFINITIVE FINDING RATHER THAN A FAILED SEARCH. Mixpanel's legal index at mixpanel.com/legal/ enumerates the agreements Mixpanel publishes — Terms of Use, Data Processing Addendum, Supplemental Terms, Partner Program Agreement and Supply Chain Transparency Statement, alongside its Privacy and Security sections — and none of them is a Service Level Agreement. mixpanel.com/legal/sla/ renders a 404 page reading "There's nothing here". THE TERMS OF USE WERE READ IN FULL (64,840 characters of rendered text): they state no uptime figure, define no service level, define no downtime and establish no service credit. The single place the phrase "service-level agreement" occurs is §2.4, which puts Beta Services outside "any warranty, support, maintenance, storage, service-level agreement or indemnity obligation of any kind". WHAT MIXPANEL DOES WARRANT IS CONFORMITY, NOT AVAILABILITY, and that distinction is the whole of this profile. §9.1 warrants that the features and functionality of the Application Services "will perform the material functions described in the Documentation". THE REMEDY LADDER: Mixpanel's sole liability and the customer's exclusive remedy is for Mixpanel to correct or re-perform the material nonconforming aspects; if it fails to do so within a reasonable time of receiving written notice from the customer detailing the breach, the customer's sole and exclusive remedy is to terminate the Agreement and have Mixpanel refund the pro-rata unused portion of any prepaid fees applicable to the remaining portion of the Subscription Term. THAT IS A TERMINATION-AND-REFUND RIGHT, NOT A SERVICE CREDIT, AND UNAVAILABILITY IS NOT ITS TRIGGER: it answers the product failing to do what the Documentation says it does, so an outage is not by itself a breach of it and a status-page record is not by itself evidence for it. The warranty does not apply to unauthorized modifications, to use outside the scope of the Agreement or as described in the Documentation, or to third-party services, software or equipment outside Mixpanel's control. THE WORD "CREDIT" IN THESE TERMS MEANS BILLING, NOT SERVICE: §3.3 lets Mixpanel offer credits such as discount codes or promotional campaigns at its sole discretion, and states that they are non-transferable, have no monetary or cash value and expire. §2.2 lets Mixpanel change, discontinue, delete or deprecate any feature "provided that the overall functionality and security of the Application Services does not materially decrease". IF A CUSTOMER HOLDS AN AVAILABILITY COMMITMENT FOR MIXPANEL, THE ONLY PLACE IT CAN LIVE IS THEIR OWN SIGNED ORDER FORM OR NEGOTIATED AGREEMENT — unpublished, and not verifiable from here. Note carefully what the published Terms do and do not say about that document: §12.3 provides that where the Agreement and an Order Form conflict, the Order Form governs, which is ordinary precedence; nothing in the Terms of Use points a service level, an availability figure or a credit at the Order Form. Read that agreement before asserting any figure. Primary sources read 9 September 2026.
Does Ontracko file Mixpanel SLA credit claims for me?
No — Mixpanel's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Mixpanel for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Mixpanel and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.