Data & Analytics
Snowflake SLA credit guide
What Snowflake owes you when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and why its credit has no dollar figure attached.
What SLA credit are you owed when Snowflake is down?
When Snowflake falls below its 99.9% uptime commitment, you're owed an SLA service credit of 1 to 7 × Average Daily Credits, credited non-cash — larger the further uptime fell — claimable within 21 days of the end of the affected billing month. Read the unit carefully: this credit is NOT a percentage of what you spend, so it has no dollar value you can compute from your invoice, and we don't quote one. It is credited in kind against your account.
Full Snowflake claim guide · What is an SLA credit? · SLA glossary
Uptime commitment
99.9%
Filing window
21 days
counted from the end of the affected billing month
Services with SLA data
1
Snowflake’s credit is not a percentage of your bill
The tier numbers below are real, but they are denominated in × Average Daily Credits, credited non-cash — not in a share of what you spend. The worst tier reads 7 × Average Daily Credits, credited non-cash, and it means exactly that; it does not mean 7% of your invoice. So there is no dollar amount to calculate here and we don’t show a calculator — multiplying your monthly spend by a number that is not a percentage of it produces a figure wrong by orders of magnitude, and quoting that to Snowflake is how a good claim gets denied.
File it anyway. The shortfall, the evidence and the filing deadline — within 21 days of the end of the affected billing month — are unchanged — what changes is the ask: request the credit in the unit Snowflake’s own document uses, and let Snowflake apply it. Ontracko drafts exactly that.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| 99% – under 99.9% | 1 × Average Daily Credits, credited non-cash |
| 95% – under 99% | 3 × Average Daily Credits, credited non-cash |
| below 95% | 7 × Average Daily Credits, credited non-cash |
Credited in what? Snowflake’s credit is denominated in × Average Daily Credits, credited non-cash, not as a share of the fees you pay. The Credit column above is in that unit, and it converts to no dollar figure we can compute for you — ask Snowflake to apply the credit its own SLA describes.
Unavailable = Error Rate >1% over a minute. Credits are NON-CASH daily-credit MULTIPLES (1×/3×/7×), sole & exclusive remedy — NOT a cash %; no $ figure is quoted. ⚠️ VERSION FLAG: served PDF = 99.9% (May-2021, 21-day window); a 2022 blog added 99.99%/<10%-error — confirm the operative version vs your Order Form before trusting these numbers.
How to file a Snowflake SLA credit claim
Portal: Snowflake Community Support ↗
- Open a support case citing the affected Cloud-Provider Region and month.
- File within 21 days of the calendar month in which the failure occurred.
- Credits are NON-CASH: 1×/3×/7× your Average Daily Credits depending on severity — this is Snowflake's sole remedy, not a cash percentage, so do not quote a $ figure to Snowflake.
- ⚠️ Confirm which SLA version applies to your Order Form before filing — Snowflake's served terms and a later blog post describe different thresholds (see kit notes).
Evidence you’ll need
- •Affected Cloud-Provider Region
- •Affected month
Common exclusions
- •Scheduled maintenance
Frequently asked
What is Snowflake's SLA uptime commitment?
Snowflake carries a 99.9% uptime commitment.
How much credit can I claim if Snowflake misses its SLA?
Credits are tiered by measured uptime, from 1 up to 7 × Average Daily Credits, credited non-cash, depending on how far below 99.9% availability fell. Note the unit: Snowflake's tiers are NOT a percentage of what you spend, so there is no dollar amount to compute from them — the remedy is credited in kind.
What is the deadline to file a Snowflake SLA credit claim?
Claims are generally due within 21 days of the end of the affected billing month (verify the exact clause in Snowflake's SLA before filing).
Does Ontracko file Snowflake SLA credit claims for me?
Ontracko monitors Snowflake 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 Snowflake and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.