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Optimizely SLA credit guide
What Optimizely 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 Optimizely is down?
When Optimizely (production Environments) falls below its 99.9% monthly uptime commitment, you're owed an SLA service credit worth 10%–50% of the affected service's monthly spend — larger the further uptime fell — claimable within 30 days of the end of the affected billing month. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.9%
Filing window
30 days
counted from the end of the affected billing month
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 20% 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 |
|---|---|
| 99.761111% – under 99.9% | 10% of spend |
| 99.622222% – under 99.761111% | 20% of spend |
| 99.483333% – under 99.622222% | 30% of spend |
| 99.344444% – under 99.483333% | 40% of spend |
| below 99.344444% | 50% of spend |
A VERIFIED PAYER WHOSE TARIFF IS PUBLISHED IN MINUTES, NOT PERCENTAGES. Source: the current Optimizely Service Level Agreement PDF, version 2024-05, fetched in full from Optimizely's CDN (no stable public URL recorded — ask Optimizely for the operative version before filing). It applies to PRODUCTION Environments only; non-production is excluded outright. THE PUBLISHED TARIFF IS A LADDER OF DOWNTIME MINUTES IN A 720-HOUR MONTH: up to about 43 minutes credits nothing, then roughly 44-103 minutes → 10%, 104-163 → 20%, 164-223 → 30%, 224-283 → 40%, and 284-343 → 50% of the Applicable Monthly Service Fee, which is also the cap. ⚠️ THE UPTIME PERCENTAGES IN THIS PROFILE'S CREDIT TIERS ARE OURS, NOT OPTIMIZELY'S: they are those minute bands converted against the SLA's own 43,200-minute month (the arithmetic is written out in full in the source comment above). Quote the MINUTES to Optimizely; the percentages are only how Ontracko indexes them. THE WINDOW RUNS FROM MONTH-END: the request must be made within 30 days following the end of the period for which the reduction is sought. ⚠️ ONE ADDRESS ONLY — claims go by email to support@optimizely.com, and a claim sent anywhere else is not processed. Downtime is wall-clock minutes, checked once per minute 24/7, measured per month. EXCLUDED: scheduled maintenance (10 business days' notice), emergency maintenance, customer-requested changes, deployments, restarts and cache purges, the customer's own patching or compliance failures, use of third-party materials, and force-majeure Emergencies. TRAPS: the remedy defaults to an INVOICE CREDIT and is only paid in cash if the agreement has already terminated; Optimizely may deny any claim while an invoice is overdue. SEPARATE AND NOT FILABLE BY US: if availability drops 0.20% for three consecutive months, or in four or more months in any twelve, the sole remedy is TERMINATION plus a refund of unused prepaid fees — a commercial decision for the customer, the same position as Contentful's chronic-failure clause and Postman's termination right.
How to file a Optimizely SLA credit claim
Portal: Optimizely Support — email support@optimizely.com ↗
- ⚠️ OPTIMIZELY PUBLISHES ITS TIERS IN DOWNTIME MINUTES, NOT UPTIME PERCENTAGES — QUOTE THE MINUTES. In a 720-hour month: up to about 43 minutes of Downtime credits nothing; about 44–103 minutes → 10%; 104–163 → 20%; 164–223 → 30%; 224–283 → 40%; 284–343 → 50% of the Applicable Monthly Service Fee, which is also the cap.
- ⚠️ THE UPTIME PERCENTAGES IN ONTRACKO'S TIER TABLE FOR OPTIMIZELY ARE OUR CONVERSION of those minute bands against the SLA's own 43,200-minute month — they are not figures transcribed from the document. When you write to Optimizely, state the DOWNTIME MINUTES.
- Confirm the environment: the SLA covers PRODUCTION Environments only. Downtime on a non-production Environment is outside it entirely.
- 📧 ONE ADDRESS ONLY: send the claim by email to support@optimizely.com. Claims sent anywhere else are not processed — there is no portal form and no alternate route published.
- ⏰ WITHIN 30 DAYS FOLLOWING THE END OF THE PERIOD you are claiming for — the window runs from month-end, not from the incident.
- Measurement is straightforward for once: wall-clock Downtime minutes, checked once per minute, 24/7, across the calendar month. Our timeline is directly comparable — total the minutes and paste the claim text from section 8.
- Strip out the Excluded Downtime before totalling: scheduled maintenance (at least 10 business days' notice), emergency maintenance, anything you asked for (changes, deployments, restarts, cache purges), your own patching or compliance failures, use of third-party materials, and force-majeure Emergencies.
- ⚠️ IT IS AN INVOICE CREDIT: reimbursement defaults to a credit against fees, and is paid in cash only if the agreement has already terminated. Optimizely may also deny any claim while an invoice is overdue — clear the invoice first.
- SEPARATE AND NOT FILABLE BY US: if availability drops 0.20% for three consecutive months, or in four or more months in any twelve, the sole remedy is TERMINATION plus a refund of unused prepaid fees. That is a commercial decision for the customer, the same position as Contentful's chronic-failure clause and Postman's termination right.
- SOURCE NOTE: the terms above are from the current Optimizely SLA PDF (version 2024-05), fetched from Optimizely's CDN. No stable public URL was recorded — ask Optimizely for the operative version before filing.
Common exclusions
- •Non-production Environments (the SLA covers production Environments only)
- •Scheduled maintenance (at least 10 business days' notice)
- •Emergency maintenance
- •Customer-requested changes, deployments, restarts or cache purges
- •Customer's own failure to apply patches or meet compliance requirements
- •Use of third-party materials
- •Emergencies and force majeure
Frequently asked
What is Optimizely's SLA uptime commitment?
Optimizely (production Environments) carries a 99.9% monthly uptime commitment.
How much credit can I claim if Optimizely misses its SLA?
Credits are tiered by measured uptime, from 10% up to 50% 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 Optimizely SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in Optimizely's SLA before filing).
Does Ontracko file Optimizely SLA credit claims for me?
Ontracko monitors Optimizely 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 Optimizely and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.