Collaboration
monday.com SLA credit guide
What monday.com 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 monday.com is down?
When monday.com (Enterprise Plan) falls below its 99.9% monthly uptime commitment, you're owed an SLA service credit worth 5%–30% of the affected service's monthly spend — larger the further uptime fell — claimable within 90 days of incident resolution. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.9%
Filing window
90 days
counted from incident resolution
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 |
|---|---|
| 98% – under 99.9% | 5% of spend |
| 95% – under 98% | 10% of spend |
| 90% – under 95% | 15% of spend |
| 85% – under 90% | 20% of spend |
| below 85% | 30% of spend |
ENTERPRISE PLAN ONLY — the SLA is titled "monday.com Service Level Agreement for Enterprise Plan" and applies to Enterprise customers current on their payment obligations; nothing is owed on Pro or lower. Commitment is that the Core Services be available no less than 99.9% of the time, 24/7 including holidays, measured on a calendar monthly basis. The tariff is UNUSUALLY SHALLOW at the top and does not reach 100%: 5% (below 99.9% down to 98%), 10% (below 98% to 95%), 15% (below 95% to 90%), 20% (below 90% to 85%) and 30% (below 85%) of the fees for the affected Services for that month — so a catastrophic month still pays only 30%. THE WINDOW IS GENEROUS AND INCIDENT-BASED: 90 days following the Service Unavailability incident, by a detailed Credit request sent by the Customer's ADMIN (not any user) to support@monday.com; failure to request inside the window disqualifies the claim outright. READ-ONLY MODE IS THE TRAP: up to forty-five (45) consecutive minutes in which the Core Services were available in Read-Only Mode is NOT Service Unavailability — only a Read-Only period longer than 45 minutes counts, so exclude short read-only degradations before totalling minutes. Aggregated credits in a single calendar month cannot exceed 100% of the amount invoiced for the affected Service, and a Credit never entitles the customer to a monetary refund. Source: version last updated December 20, 2023.
How to file a monday.com SLA credit claim
Portal: monday.com Support — email support@monday.com ↗
- ⚠️ ENTERPRISE PLAN ONLY, and only if you are current on payments: the document is the "monday.com Service Level Agreement for Enterprise Plan". Pro and lower plans have no uptime commitment and nothing to claim.
- 📧 THE REQUEST MUST COME FROM AN ADMIN: your account Admin — not any user — sends a detailed Credit request to support@monday.com. Paste the claim text from section 8.
- ⏰ 90 DAYS FROM THE INCIDENT, not from month-end. It is the most generous window we track, but it runs from the Service Unavailability event itself, so date the claim to the outage.
- ⚠️ READ-ONLY MODE IS THE TRAP: up to forty-five (45) CONSECUTIVE minutes of Read-Only Mode is not Service Unavailability at all. Only a read-only period longer than 45 minutes counts — strip the short ones out before you total the minutes.
- Tiers against 99.9%: 5% (below 99.9% down to 98%), 10% (below 98% to 95%), 15% (below 95% to 90%), 20% (below 90% to 85%), 30% (below 85%) of the fees for the affected Services that month. Note the ceiling — even a catastrophic month pays 30%, not 100%.
- Compute it their way: Service Unavailability is the minutes in the calendar month the Core Services were not available; Monthly Uptime Percentage = (total minutes − those minutes) ÷ total minutes. Cross-check every window against status.monday.com.
- Aggregated credits in a single calendar month cannot exceed 100% of the amount invoiced for the affected Service, and a Credit never entitles you to a monetary refund. Excluded: scheduled maintenance notified 3+ days ahead, third-party services, DDoS, and customer-side issues.
Evidence you’ll need
- •A detailed Credit request submitted by the Customer's Admin
- •Dates and times of the Service Unavailability
- •The affected Core Services
Common exclusions
- •Non-Enterprise plans
- •Read-Only Mode lasting 45 consecutive minutes or less
- •Scheduled maintenance notified at least 3 days in advance
- •Acts of God / circumstances beyond monday.com's control
- •Customer misuse or customer-side issues
- •Third-party services
- •Denial-of-service attacks
Frequently asked
What is monday.com's SLA uptime commitment?
monday.com (Enterprise Plan) carries a 99.9% monthly uptime commitment.
How much credit can I claim if monday.com misses its SLA?
Credits are tiered by measured uptime, from 5% up to 30% 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 monday.com SLA credit claim?
Claims are generally due within 90 days of incident resolution (verify the exact clause in monday.com's SLA before filing).
Does Ontracko file monday.com SLA credit claims for me?
Ontracko monitors monday.com 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 monday.com and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.