Databases
PlanetScale SLA credit guide
What PlanetScale 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 PlanetScale is down?
When PlanetScale (single-region clusters) falls below its 99.99% 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 incident resolution. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.99%
Filing window
30 days
counted from incident resolution
Services with SLA data
1
Credit calculator
SLA target is 99.99% — 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 |
|---|---|
| 99.9% – under 99.99% | 10% of spend |
| 99% – under 99.9% | 20% of spend |
| below 99% | 50% of spend |
Single-stage but counted FROM THE INCIDENT, not month-end: the credit request must be received within 30 days after the incident occurred, via a case at support.planetscale.com with the exact words "SLA Credit Request" in the subject line. TWO TARIFFS: this profile carries the SINGLE-REGION table (10/20/50% against 99.99%); MULTI-REGION clusters commit to 99.999% and pay 10% (<99.999–99.99%), 20% (<99.99–99.9%), 40% (<99.9–99.0%) and 50% (<99.0%) — claim against the table that matches the cluster. NOT COVERED AT ALL: single-node clusters, development branches and Beta Features. Unavailable = ALL connection requests to the database fail during a one-minute period. Credits are non-cash, applied against future fees, issued only above $1, and the SLA states PlanetScale's records are definitive. The SLA binds only if incorporated by reference into the Agreement or an ordering document. Source: version last updated 8/27/2026.
How to file a PlanetScale SLA credit claim
Portal: PlanetScale Support ↗
- Open a case with PlanetScale Support with the exact words "SLA Credit Request" in the subject line — the SLA lists this first among the mandatory contents.
- The credit request must be RECEIVED within 30 days after the incident occurred — counted from the incident itself, not from the end of the month.
- Include the dates and times of each Unavailability incident, the DatabaseIDs, and your request logs documenting the errors (scrub confidential values), plus the claim text from section 8.
- Single-region tiers, against a 99.99% commitment: 10% (below 99.99% down to 99.9%), 20% (below 99.9% down to 99.0%), 50% (below 99.0%).
- MULTI-REGION clusters use a DIFFERENT table against a 99.999% commitment — 10% / 20% / 40% / 50% — so claim against the one that matches your cluster.
- ⚠️ NOT COVERED AT ALL: single-node clusters, development branches and Beta Features. Public-cloud regional availability or capacity problems are an explicit exclusion, as are underlying database-engine crashes.
- Unavailable means ALL connection requests to the database fail for a full one-minute period. Credits are non-cash, applied to future fees, issued only above $1, and PlanetScale's own records are stated to be definitive.
Evidence you’ll need
- •The words "SLA Credit Request" in the subject line
- •Dates and times of each Unavailability incident claimed
- •The DatabaseIDs
- •Request logs documenting the errors (confidential data scrubbed)
Common exclusions
- •Single-node clusters and development branches
- •Beta Features
- •Suspension or termination for cause
- •Force majeure, public cloud regional availability or capacity issues, internet problems beyond the demarcation point
- •Customer or third-party voluntary actions (reboots, scaling, misconfigured security groups/VPCs/credentials, inaccessible encryption keys)
- •Not following the Documentation
- •Underlying database engine software causing repeated crashes or an inoperable instance
- •Customer or third-party equipment and software
- •Maintenance under the Agreement
Frequently asked
What is PlanetScale's SLA uptime commitment?
PlanetScale (single-region clusters) carries a 99.99% uptime commitment.
How much credit can I claim if PlanetScale 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 99.99% availability fell.
What is the deadline to file a PlanetScale SLA credit claim?
Claims are generally due within 30 days of incident resolution (verify the exact clause in PlanetScale's SLA before filing).
Does Ontracko file PlanetScale SLA credit claims for me?
Ontracko monitors PlanetScale 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 PlanetScale and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.