Hosting & Edge
Netlify SLA credit guide
What Netlify'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 Netlify would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit are you owed when Netlify is down?
Netlify 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 "Netlify uptime guarantee" figure circulating elsewhere did not come from Netlify's own terms. If you have a service level with Netlify, 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 Netlify 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 Netlify 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 Netlify claim, that date is our own monitoring reminder rather than anything Netlify set — we will never let it expire a claim, and you should never quote it to Netlify 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 Netlify (Enterprise MSA — the SLA is an Order Form attachment) under the standard agreement — not a tier table gap, a genuine zero. THE SLA EXISTS AS A DEFINED TERM BUT ITS CONTENT IS NOT PUBLISHED: both Netlify master agreements were text-extracted (Enterprise MSA, March 2024, and the Self-Serve Subscription Agreement) and both contain ZERO occurrences of "99.". The MSA defines the term without ever stating a number — "'SLA' means Netlify's service level agreement" — and then attaches it to the customer's own paper: "the Order Form(s) will include the SLA." So for an Enterprise customer the commitment is real and binding, and their ORDER FORM is the only primary source for it; there is nothing public to quote and nothing public to file against. THE 99.99% THE CATALOG CARRIED APPEARS ONLY ON THE MARKETING ENTERPRISE PAGE, not in either agreement, so we do not assert it. THE FREE TIER IS EXPRESSLY EXCLUDED: the self-serve agreement states there are "no service level commitments". The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs. Ask the customer to check the SLA attached to their Order Form — that is where their terms actually live.
Is there a Netlify SLA credit to file?
No — there is nothing to file. Netlify’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. THE SLA EXISTS AS A DEFINED TERM BUT ITS CONTENT IS NOT PUBLISHED: both Netlify master agreements were text-extracted (Enterprise MSA, March 2024, and the Self-Serve Subscription Agreement) and both contain ZERO occurrences of "99.". The MSA defines the term without ever stating a number — "'SLA' means Netlify's service level agreement" — and then attaches it to the customer's own paper: "the Order Form(s) will include the SLA." So for an Enterprise customer the commitment is real and binding, and their ORDER FORM is the only primary source for it; there is nothing public to quote and nothing public to file against. THE 99.99% THE CATALOG CARRIED APPEARS ONLY ON THE MARKETING ENTERPRISE PAGE, not in either agreement, so we do not assert it. THE FREE TIER IS EXPRESSLY EXCLUDED: the self-serve agreement states there are "no service level commitments". The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs. Ask the customer to check the SLA attached to their Order Form — that is where their terms actually live. Ontracko still tracks Netlify’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Common exclusions
- •Free tier — expressly carries "no service level commitments"
Frequently asked
What is Netlify's SLA uptime commitment?
Netlify does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Netlify elsewhere did not come from Netlify's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Netlify pay an SLA service credit?
No — and there is no commitment behind it either. Netlify'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 Netlify, 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. THE SLA EXISTS AS A DEFINED TERM BUT ITS CONTENT IS NOT PUBLISHED: both Netlify master agreements were text-extracted (Enterprise MSA, March 2024, and the Self-Serve Subscription Agreement) and both contain ZERO occurrences of "99.". The MSA defines the term without ever stating a number — "'SLA' means Netlify's service level agreement" — and then attaches it to the customer's own paper: "the Order Form(s) will include the SLA." So for an Enterprise customer the commitment is real and binding, and their ORDER FORM is the only primary source for it; there is nothing public to quote and nothing public to file against. THE 99.99% THE CATALOG CARRIED APPEARS ONLY ON THE MARKETING ENTERPRISE PAGE, not in either agreement, so we do not assert it. THE FREE TIER IS EXPRESSLY EXCLUDED: the self-serve agreement states there are "no service level commitments". The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs. Ask the customer to check the SLA attached to their Order Form — that is where their terms actually live.
Does Ontracko file Netlify SLA credit claims for me?
No — Netlify's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Netlify for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Netlify and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.