Databases
MongoDB Atlas SLA credit guide
What MongoDB Atlas 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 MongoDB Atlas is down?
When MongoDB Atlas (M10+ dedicated) falls below its 99.995% uptime commitment, you're owed an SLA service credit worth 10%–100% of the affected service's monthly spend — larger the further uptime fell — claimable within 31 days of the end of the affected billing month. It's a credit toward a future invoice, not a cash refund.
Full MongoDB Atlas claim guide · What is an SLA credit? · SLA glossary
Uptime commitment
99.995%
Filing window
31 days
counted from the end of the affected billing month
Services with SLA data
1
Credit calculator
SLA target is 99.995% — enter what you actually observed.
Enter your monthly spend above to see the dollar credit for a 10% 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 99.995% | 10% of spend |
| 95% – under 99% | 25% of spend |
| below 95% | 100% of spend |
M10+ dedicated only; flat 99.995% (no region tiering). TWO-STAGE: log a support ticket ≤24h of awareness, then the full claim by the end of the following month; processed within 45 days. No SLA-% endpoint — infer availability from Atlas process metrics.
How to file a MongoDB Atlas SLA credit claim
Portal: MongoDB Support ↗
- TWO-STAGE: log a support ticket within 24 HOURS of noticing the downtime — this stage alone preserves your claim.
- Then submit the full claim by the end of the month FOLLOWING the downtime, including request logs (redacted), downtime duration, and the affected cluster name.
- M10+ dedicated clusters only (Free/Shared/Flex tiers are excluded), and clusters must be older than 24h.
- MongoDB has no public SLA-percentage endpoint — infer and document availability from your Atlas process metrics before filing.
Evidence you’ll need
- •Request logs documenting errors (redacted)
- •Downtime time & duration
- •Number/location of affected users
- •Remediation steps attempted
- •Cluster name
Common exclusions
- •Free/shared/Flex tiers
- •Clusters up <24h
Frequently asked
What is MongoDB Atlas's SLA uptime commitment?
MongoDB Atlas (M10+ dedicated) carries a 99.995% uptime commitment.
How much credit can I claim if MongoDB Atlas misses its SLA?
Credits are tiered by measured uptime, from 10% up to 100% of the monthly service spend for the affected service, depending on how far below 99.995% availability fell.
What is the deadline to file a MongoDB Atlas SLA credit claim?
Claims are generally due within 31 days of the end of the affected billing month (verify the exact clause in MongoDB Atlas's SLA before filing).
Does Ontracko file MongoDB Atlas SLA credit claims for me?
Ontracko monitors MongoDB Atlas 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 MongoDB Atlas and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.