SaaS / CRM
Salesforce SLA credit guide
What Salesforce's published SLA says, why this page quotes no uptime percentage for it — the committed figure is set in your own Order Form — and how to file against the terms that are.
What SLA credit are you owed when Salesforce is down?
Salesforce publishes an SLA — it just does not publish the percentage in it. Salesforce's own document defines the committed uptime as whatever your Order Form (or Service Order) says, and sets the credit schedule the same way, so this page states no figure for Salesforce and runs no calculator on one. That is NOT the same as Salesforce publishing nothing or owing nothing: the commitment binds and the remedy is real — the two numbers are simply on your paper rather than on a public page. Read the committed uptime and the credit schedule off your own Order Form and apply them to the incident record below. Ontracko monitors Salesforce for free, times every incident and assembles the dated evidence a claim is built on; that half is identical whatever your Order Form turns out to say. One more thing about the deadline, because Salesforce 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 Salesforce claim, that date is our own monitoring reminder rather than anything Salesforce set — we will never let it expire a claim, and you should never quote it to Salesforce as their window.
Uptime commitment
Set in your Order Form
Filing window
Not stated
Salesforce publishes no claim window. File promptly anyway.
Services with SLA data
1
Salesforce’s committed uptime is in your Order Form, not on this page
Salesforce publishes an SLA, but not the percentage in it: its own document defines the committed uptime as the figure set out in the applicable Order Form or Service Order, and sets the credit schedule the same way. So this page states no uptime percentage for Salesforce and shows no calculator — a figure we cannot read out of Salesforce’s paperwork is a figure we won’t assert, and any percentage attributed to Salesforce elsewhere came from marketing copy rather than its terms.
This is not a vendor with nothing to file. The commitment binds and the remedy is real — both numbers are simply on your paper. Open your Salesforce Order Form, read the committed uptime and the credit schedule off it, and apply them to the incident record below; the notice period is in that same document — Salesforce publishes none — so read the claims clause there rather than working to a date nobody set. Everything else a claim needs, including the filing route, is on this page. Ontracko drafts exactly that, and states no amount it cannot source.
Credit tiers by service
Salesforce (all clouds)’s committed uptime and its credit schedule are both set in your Order Form / Service Order, so there is no published tier table for us to show and this page transcribes none — read both off that document. The credit itself is real; it is the size of it that is private. ORDER-FORM GOVERNED IN BOTH HALVES: Salesforce publishes no availability percentage and no standard credit tariff — the commitment AND the credits are governed by your Master Subscription Agreement and Order Form, which is the only primary source for either. Read the availability clause off your own MSA before quoting anything; the 99.9% Ontracko scores against is a monitoring default and is NOT Salesforce's term. Note this is not the same as Salesforce paying nothing: MSA credits exist, they are simply negotiated rather than tariffed. The kit cites Trust incident IDs; route the claim via your AE or a support case.
How to file a Salesforce SLA credit claim
Portal: Salesforce Help ↗
- Open a case with Salesforce support as a system administrator.
- Reference the Trust incident IDs from section 3 (status.salesforce.com keeps the public record).
- Salesforce service credits are governed by your Master Subscription Agreement — cite the availability clause of your MSA.
- Route the claim through your account executive if you have one; MSA credits are typically negotiated, not tariffed.
Evidence you’ll need
- •Org ID
- •Instance (e.g. NA85)
- •Trust incident ID
- •Incident timestamps
Common exclusions
- •Scheduled maintenance windows
- •Sandbox instances
Frequently asked
What is Salesforce's SLA uptime commitment?
Salesforce does not publish one. Its SLA defines the committed uptime as the percentage set out in the applicable Order Form or Service Order, so the figure is contractual and binding but private to each customer — there is nothing public to quote, and any percentage attributed to Salesforce elsewhere came from marketing copy rather than from its terms. Read the committed uptime off your own Order Form; that document is the only primary source for it.
Does Salesforce pay an SLA service credit?
Whatever Salesforce owes you is set by the same document as the commitment — your Order Form or Service Order — rather than by a published tariff. That makes it different from a vendor with nothing to file: a remedy exists, Ontracko simply cannot read its size from anything Salesforce publishes, so this page states no percentage and no amount instead of inventing one. Read the credit schedule off your Order Form and apply it to the incident record.
What is the deadline to file a Salesforce SLA credit claim?
Salesforce does not publish one. The notice period, like the committed uptime and the credit schedule, is set in your own agreement or Order Form — read the claims clause there, and treat any deadline attributed to Salesforce elsewhere as not coming from its own terms. File as soon as the month closes rather than working to a date nobody published.
Does Ontracko file Salesforce SLA credit claims for me?
Ontracko monitors Salesforce for free, detects and times every incident, and assembles the whole claim package except the two numbers Salesforce keeps in your Order Form — the committed uptime and the credit schedule. Bring those from your own document and the claim is complete; we state no amount we cannot source. You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect Salesforce and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.