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Smartsheet SLA credit guide
What Smartsheet 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 Smartsheet is down?
When Smartsheet (Core Application, Enterprise plan) falls below its 99.9% monthly 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 the end of the affected billing month. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.9%
Filing window
30 days
counted from the end of the affected billing month
Services with SLA data
1
Credit calculator
SLA target is 99.9% — enter what you actually observed.
Enter your monthly spend above to see the dollar credit for a 10% 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% – under 99.9% | 10% of spend |
| 95% – under 99% | 25% of spend |
| below 95% | 50% of spend |
THE CREDIT IS WORTH NOTHING IF YOU DO NOT RENEW: Smartsheet's Fee Credit is applied against the fees for the NEXT RENEWAL TERM of the Covered Service, not against the current invoice and never as cash — a customer who is leaving at renewal recovers nothing, which is the single most important thing to tell them before they spend effort filing. SCOPE IS NARROW: the Covered Service is the "Core Application" of a commercial Smartsheet instance purchased as an ENTERPRISE plan, so add-ons and lower plans are outside the SLA. An "Availability Event" is Availability below 99.9% in any calendar month; tiers are 10% (below 99.9% down to 99.0%), 25% (below 99.0% to 95.0%) and 50% (below 95.0%) of the Monthly Subscription Fees, and no aggregate cap is published beyond that bottom tier. FILING IS FORM-ONLY: notice must be given on the Smartsheet SLA Fee Credit Request form at app.smartsheet.com/b/form/679d05c12b0449c786f384707e366c35 and must contain all the information that form requires — a support ticket is not the published route. WINDOW RUNS FROM MONTH-END: 30 days following the end of the calendar month in which the Availability Event occurred. "Available" is defined as accessible by the Customer's credentialed users, so a login/SSO failure counts even when the back end is healthy. Excused Downtime covers Service Modifications of up to one hour plus circumstances beyond Smartsheet's reasonable control. Fee Credits are stated to be the customer's sole remedy and Smartsheet's sole liability. Source: version last updated July 1, 2022.
How to file a Smartsheet SLA credit claim
Portal: Smartsheet SLA Fee Credit Request form ↗
- ⚠️ TELL THE CUSTOMER THIS FIRST: the Fee Credit is applied against the fees for the NEXT RENEWAL TERM — not against the current invoice, and never as cash. If they are leaving Smartsheet at renewal, the claim is worth nothing to them and the effort is not warranted.
- Confirm scope: the Covered Service is the "Core Application" of a commercial Smartsheet instance purchased as an ENTERPRISE plan. Lower plans and add-ons are outside the SLA.
- 📧 FORM ONLY, NOT A SUPPORT TICKET: file the Smartsheet SLA Fee Credit Request form (app.smartsheet.com/b/form/679d05c12b0449c786f384707e366c35) and complete every field it requires — the SLA says the notice must contain all the information required by that form.
- ⏰ WITHIN 30 DAYS FOLLOWING THE END OF THE CALENDAR MONTH in which the Availability Event occurred — the clock starts at month-end, not at the outage.
- Tiers against 99.9%: 10% (below 99.9% down to 99.0%), 25% (below 99.0% to 95.0%), 50% (below 95.0%) of the Monthly Subscription Fees. Paste the claim text from section 8.
- Compute it their way: Availability = (minutes in the calendar month − minutes not Available, excluding Excused Downtime) ÷ minutes in the month. "Available" means accessible by your CREDENTIALED USERS — so an SSO or login failure counts even when the back end was healthy.
- Excused Downtime is narrow but real: Service Modifications of up to one hour, plus force majeure, general Internet outages and third-party or customer-controlled infrastructure failures. Fee Credits are stated to be your sole remedy.
Evidence you’ll need
- •All the information required by the Smartsheet SLA Fee Credit Request form
- •The calendar month of the Availability Event
- •Dates and times the Covered Service was not Available
Common exclusions
- •Non-Enterprise plans and anything outside the Core Application
- •Service Modifications of up to one hour
- •Circumstances beyond Smartsheet's reasonable control (force majeure, general Internet outages, third-party or Customer-controlled service or infrastructure failures)
Frequently asked
What is Smartsheet's SLA uptime commitment?
Smartsheet (Core Application, Enterprise plan) carries a 99.9% monthly uptime commitment.
How much credit can I claim if Smartsheet 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 99.9% availability fell.
What is the deadline to file a Smartsheet SLA credit claim?
Claims are generally due within 30 days of the end of the affected billing month (verify the exact clause in Smartsheet's SLA before filing).
Does Ontracko file Smartsheet SLA credit claims for me?
Ontracko monitors Smartsheet 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 Smartsheet and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.