Payments
Recurly SLA credit guide
What Recurly 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 Recurly is down?
When Recurly (merchants whose executed agreement references the SLA) misses its 99.5% monthly uptime commitment, you're owed an SLA service credit against a future invoice, within 5 business days of incident resolution. Recurly's credit is set by its SLA formula / your agreement rather than a fixed tier table — verify the exact clause before filing.
Uptime commitment
99.5%
Filing window
5 business days
counted from incident resolution
Services with SLA data
1
Credit calculator
This vendor’s credits are governed by your contract (MSA/order form) rather than a published tier table, so an exact percentage can’t be auto-calculated. Ontracko still assembles the incident evidence and claim text — connect the vendor to generate a filable kit.
Credit tiers by service
Credits for Recurly (merchants whose executed agreement references the SLA) are governed by your contract (MSA/order form), not a published tier table. IT MAY NOT APPLY TO YOU AT ALL — the document opens in capitals: the SLA "WILL ONLY APPLY TO THE EXTENT MERCHANT HAS EXECUTED A SEPARATE AGREEMENT WITH RECURLY THAT SPECIFICALLY REFERENCES THIS SLA." Check the order form for that reference before filing; self-serve merchants have no SLA. FIVE BUSINESS DAYS FROM THE DOWNTIME, not from month-end and not in calendar days: "Merchant must notify Recurly in writing (email is sufficient) within five (5) business days from the time of Downtime, and failure to provide such notice will forfeit the right to receive the SLA Credit." The SLA names no support address or form, so send the notice to your Recurly account contact and to support, and keep the sent timestamp. THE COMMITMENT IS LOW: 99.5% System Availability over one-month periods — about 3 hours 39 minutes of allowed downtime in a 30-day month, far more slack than the 99.9% norm, so many visible outages will not breach it. The credit is an ACCRUAL, not a tier table: for EACH FULL HOUR in a month that the affected Service is unavailable beyond the System Availability metric, an account credit equal to 10% of the portion of Fees applicable to that Service, capped in aggregate at 100% of the Fees payable for the affected Services in that month. Part-hours pay nothing. THE DENOMINATOR IS NOT CALENDAR TIME: Total Scheduled Availability is 24/7 in minutes EXCLUDING System Maintenance, so maintenance is removed from both sides of the fraction. Downtime is defined by USER IMPACT, not by a probe: the minutes during which A MAJORITY of the merchant's users of the affected Service cannot access it, perform ordinary functions per specification, or use it for normal business operations — so gather user-side evidence, not just a status-page screenshot. Payment Gateway Outages are expressly excluded, which matters for a billing platform: a failure at the gateway is not Recurly's Downtime. Credits may not be redeemed for cash. The published page shows no effective or last-updated date.
How to file a Recurly SLA credit claim
Portal: Recurly — written notice (email is sufficient) ↗
- ⚠️ CHECK THE ORDER FORM BEFORE ANYTHING ELSE: the SLA opens in capitals saying it "WILL ONLY APPLY TO THE EXTENT MERCHANT HAS EXECUTED A SEPARATE AGREEMENT WITH RECURLY THAT SPECIFICALLY REFERENCES THIS SLA." Self-serve merchants have no SLA and nothing to claim.
- ⏰ FIVE BUSINESS DAYS FROM THE TIME OF THE DOWNTIME — not calendar days, and not from month-end. Failure to give notice in the window forfeits the right to the credit outright, so send it before you have finished building the evidence.
- 📧 The SLA names no address or form: "Merchant must notify Recurly in writing (email is sufficient)." Email your Recurly account contact AND support, paste the claim text from section 8, and keep the sent timestamp as proof of the filing date.
- ⚠️ THE BAR IS 99.5%, NOT 99.9% — roughly 3 hours 39 minutes of allowed downtime in a 30-day month. Many visible outages simply do not breach it; check before promising anyone money.
- The credit is an ACCRUAL and part-hours pay nothing: 10% of the Fees for the affected Service for EACH FULL HOUR in the month that it was unavailable beyond the System Availability metric, capped in aggregate at 100% of that month's Fees for the affected Services. Count whole hours only.
- Compute it their way: System Availability = (Actual Availability ÷ Total Scheduled Availability) × 100, where Total Scheduled Availability is 24/7 in minutes EXCLUDING System Maintenance — maintenance comes out of both sides of the fraction, not just the numerator.
- ⚠️ DOWNTIME IS DEFINED BY USER IMPACT, NOT BY A PROBE: it is the minutes a MAJORITY of your users of the affected Service could not access it, perform ordinary functions per specification, or use it for normal business operations. Attach your own user-side evidence; a status-page screenshot alone does not meet the definition.
- Payment Gateway Outages are expressly excluded — for a billing platform this is the exclusion that guts most claims, so confirm the failure was Recurly's and not the gateway's. Credits may not be redeemed for cash.
Evidence you’ll need
- •Written notice to Recurly (email is sufficient) inside the 5-business-day window
- •The dates and times of the Downtime
- •The affected Service
- •Evidence that a majority of the merchant's users could not access or use the Service
Common exclusions
- •Merchants without an executed agreement that specifically references this SLA
- •System Maintenance
- •Payment Gateway Outages
- •Force Majeure Events
- •Use not in accordance with Recurly's documentation
Frequently asked
What is Recurly's SLA uptime commitment?
Recurly (merchants whose executed agreement references the SLA) carries a 99.5% monthly uptime commitment.
What is the deadline to file a Recurly SLA credit claim?
Claims are generally due within 5 business days of incident resolution (verify the exact clause in Recurly's SLA before filing).
Does Ontracko file Recurly SLA credit claims for me?
Ontracko monitors Recurly 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 Recurly and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.