Developer Tools
Sauce Labs SLA credit guide
What Sauce Labs'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 Sauce Labs would live if you have one, and the outage record Ontracko keeps regardless.
What SLA credit are you owed when Sauce Labs is down?
Sauce Labs 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 "Sauce Labs uptime guarantee" figure circulating elsewhere did not come from Sauce Labs's own terms. If you have a service level with Sauce Labs, 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 Sauce Labs 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 Sauce Labs 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 Sauce Labs claim, that date is our own monitoring reminder rather than anything Sauce Labs set — we will never let it expire a claim, and you should never quote it to Sauce Labs 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 Sauce Labs (Terms of Service — no availability SLA published) under the standard agreement — not a tier table gap, a genuine zero. BOTH AGREEMENTS WERE READ AND NEITHER COMMITS TO AVAILABILITY: the Terms of Service and the Service-Specific Terms each disclaim uninterrupted operation, state no uptime percentage and provide no service credit. ⚠️ THE DECOY IS THE SUPPORT POLICY, AND IT IS THE ONLY SLA-SHAPED DOCUMENT ON THE DOMAIN: saucelabs.com/doc/support-policy publishes SUPPORT TICKET RESPONSE times by severity (on Premium, a 1-hour initial response for Severity 1, 4 hours for Severity 2, 6 hours for Severity 3). Those are response commitments, not availability commitments; they pay nothing for downtime, and presenting them as "Sauce Labs' SLA" is the same mistake already documented for JFrog in docs/BACKLOG.md. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Sauce Labs commitment. If a customer believes an availability commitment applies, the only place one could live is their own Order Form or enterprise agreement — unpublished, and not verifiable from here.
Is there a Sauce Labs SLA credit to file?
No — there is nothing to file. Sauce Labs’s standard agreement doesn’t pay a per-incident service credit, so filing a claim would go nowhere. BOTH AGREEMENTS WERE READ AND NEITHER COMMITS TO AVAILABILITY: the Terms of Service and the Service-Specific Terms each disclaim uninterrupted operation, state no uptime percentage and provide no service credit. ⚠️ THE DECOY IS THE SUPPORT POLICY, AND IT IS THE ONLY SLA-SHAPED DOCUMENT ON THE DOMAIN: saucelabs.com/doc/support-policy publishes SUPPORT TICKET RESPONSE times by severity (on Premium, a 1-hour initial response for Severity 1, 4 hours for Severity 2, 6 hours for Severity 3). Those are response commitments, not availability commitments; they pay nothing for downtime, and presenting them as "Sauce Labs' SLA" is the same mistake already documented for JFrog in docs/BACKLOG.md. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Sauce Labs commitment. If a customer believes an availability commitment applies, the only place one could live is their own Order Form or enterprise agreement — unpublished, and not verifiable from here. Ontracko still tracks Sauce Labs’s uptime record for free, which is real leverage in a renewal conversation even without a claimable credit.
Frequently asked
What is Sauce Labs's SLA uptime commitment?
Sauce Labs does not publish one. Its own agreement states no uptime percentage anywhere, so there is no commitment to quote — any figure attributed to Sauce Labs elsewhere did not come from Sauce Labs's terms. If you hold a negotiated Order Form, any availability commitment you have lives there.
Does Sauce Labs pay an SLA service credit?
No — and there is no commitment behind it either. Sauce Labs'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 Sauce Labs, 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. BOTH AGREEMENTS WERE READ AND NEITHER COMMITS TO AVAILABILITY: the Terms of Service and the Service-Specific Terms each disclaim uninterrupted operation, state no uptime percentage and provide no service credit. ⚠️ THE DECOY IS THE SUPPORT POLICY, AND IT IS THE ONLY SLA-SHAPED DOCUMENT ON THE DOMAIN: saucelabs.com/doc/support-policy publishes SUPPORT TICKET RESPONSE times by severity (on Premium, a 1-hour initial response for Severity 1, 4 hours for Severity 2, 6 hours for Severity 3). Those are response commitments, not availability commitments; they pay nothing for downtime, and presenting them as "Sauce Labs' SLA" is the same mistake already documented for JFrog in docs/BACKLOG.md. The 99.9 stored in slaCommitment above is Ontracko's generic monitoring default carried over so scoring still runs, NOT a Sauce Labs commitment. If a customer believes an availability commitment applies, the only place one could live is their own Order Form or enterprise agreement — unpublished, and not verifiable from here.
Does Ontracko file Sauce Labs SLA credit claims for me?
No — Sauce Labs's standard agreement has no filable service credit, so Ontracko does not draft claims for it. Ontracko still monitors Sauce Labs for free and tracks the uptime record, which is useful leverage at renewal.
Let Ontracko file it for you
Connect Sauce Labs and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.