Developer Tools
Retool SLA credit guide
What Retool'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 Retool would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit are you owed when Retool is down?
Retool 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 "Retool uptime guarantee" figure circulating elsewhere did not come from Retool's own terms. If you have a service level with Retool, 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 Retool 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 Retool 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 Retool claim, that date is our own monitoring reminder rather than anything Retool set — we will never let it expire a claim, and you should never quote it to Retool 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 Retool (Master Subscription Agreement — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. NO SLA DOCUMENT EXISTS AND THERE IS NO PERCENTAGE TO QUOTE: Retool's MSA, Customer Terms of Service, Support Policy and Trust Center were all checked, and the only availability language anywhere is that Retool will use "commercially reasonable efforts to make the Retool Cloud Platform available 24 hours a day" — an effort standard with no number attached and no credit behind it. THE DECOY IS THE SUPPORT POLICY: Retool's published time commitments are support RESPONSE times by severity and plan (P0 on Enterprise is 2 business hours), which is a support SLA, not an availability SLA. Anyone quoting "Retool's SLA" is usually quoting that table; it says nothing about uptime and pays nothing for downtime. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Retool commitment. If a customer believes an availability commitment applies, the only place it could live is their own Order Form or enterprise agreement — unpublished, and not verifiable from here.
Is there a Retool SLA credit to file?
No — there is nothing to file. Retool’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. NO SLA DOCUMENT EXISTS AND THERE IS NO PERCENTAGE TO QUOTE: Retool's MSA, Customer Terms of Service, Support Policy and Trust Center were all checked, and the only availability language anywhere is that Retool will use "commercially reasonable efforts to make the Retool Cloud Platform available 24 hours a day" — an effort standard with no number attached and no credit behind it. THE DECOY IS THE SUPPORT POLICY: Retool's published time commitments are support RESPONSE times by severity and plan (P0 on Enterprise is 2 business hours), which is a support SLA, not an availability SLA. Anyone quoting "Retool's SLA" is usually quoting that table; it says nothing about uptime and pays nothing for downtime. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Retool commitment. If a customer believes an availability commitment applies, the only place it could live is their own Order Form or enterprise agreement — unpublished, and not verifiable from here. Ontracko still tracks Retool’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Retool's SLA uptime commitment?
Retool does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Retool elsewhere did not come from Retool's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Retool pay an SLA service credit?
No — and there is no commitment behind it either. Retool'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 Retool, 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. NO SLA DOCUMENT EXISTS AND THERE IS NO PERCENTAGE TO QUOTE: Retool's MSA, Customer Terms of Service, Support Policy and Trust Center were all checked, and the only availability language anywhere is that Retool will use "commercially reasonable efforts to make the Retool Cloud Platform available 24 hours a day" — an effort standard with no number attached and no credit behind it. THE DECOY IS THE SUPPORT POLICY: Retool's published time commitments are support RESPONSE times by severity and plan (P0 on Enterprise is 2 business hours), which is a support SLA, not an availability SLA. Anyone quoting "Retool's SLA" is usually quoting that table; it says nothing about uptime and pays nothing for downtime. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Retool commitment. If a customer believes an availability commitment applies, the only place it could live is their own Order Form or enterprise agreement — unpublished, and not verifiable from here.
Does Ontracko file Retool SLA credit claims for me?
No — Retool's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Retool for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Retool and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.