Edge & Security
Snyk SLA credit guide
What Snyk 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 Snyk is down?
When Snyk (paid plans) falls below its 99.9% monthly uptime commitment, you're owed an SLA service credit of 2 to 10 days of service credited to the account — larger the further uptime fell — claimable within 60 days of incident onset. 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.
Uptime commitment
99.9%
Filing window
60 days
counted from incident onset
Services with SLA data
1
Snyk’s credit is not a percentage of your bill
The tier numbers below are real, but they are denominated in days of service credited to the account — not in a share of what you spend. The worst tier reads 10 days of service credited to the account, and it means exactly that; it does not mean 10% 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 Snyk is how a good claim gets denied.
File it anyway. The shortfall, the evidence and the filing deadline — within 60 days of incident onset — are unchanged — what changes is the ask: request the credit in the unit Snyk’s own document uses, and let Snyk apply it. Ontracko drafts exactly that.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| 98% – under 99.9% | 2 days of service credited to the account |
| 95% – under 98% | 5 days of service credited to the account |
| below 95% | 10 days of service credited to the account |
Measured how? Snyk (paid plans) is measured as a request success rate — errors as a share of total requests, averaged over short intervals — not as wall-clock uptime. Availability for this service is the vendor’s Monthly Uptime Percentage under that definition, which only Snyk can compute from its request logs. A status-page outage is evidence that a qualifying event happened; it is not the contractual figure.
Credited in what? Snyk (paid plans)’s credit is denominated in days of service credited to the account, 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 Snyk to apply the credit its own SLA describes.
THE CREDIT IS DAYS OF SERVICE, NOT MONEY OR A PERCENTAGE: Schedule 2 of Snyk's Terms of Service (effective August 4, 2026) credits two days of Services below 99.9% down to 98.0%, five days below 98.0% to 95.0%, and ten days below 95.0%, with an aggregate maximum of ten days in any single calendar month. Do not quote these as percentages of fees. THE DEADLINE IS UNUSUALLY GENEROUS AND THERE IS NO FIRST STAGE: the claim must reach Snyk within sixty (60) days of an event which gives rise to Service Credits — sixty days from the EVENT itself, with no earlier support-ticket precondition of the kind that kills Couchbase and Pinecone claims. The document then waives anything requested later in terms. MEASUREMENT IS AN ERROR RATE, NOT WALL CLOCK, so our uptime figure is an indicator and not the contractual metric: Downtime is the minutes during which the proportion of failed responses to user requests to APIs owned or controlled by Snyk exceeds five percent. A three-hour degradation sitting at a 4% error rate is legally ZERO minutes of Downtime, so build the claim on request logs and offer our minutes as corroboration. THE BURDEN IS REVERSED: calculations are based on Snyk's records unless you can provide Snyk with clear and convincing evidence to the contrary. Emergency Downtime is a broad unilateral carve-out — Snyk can declare a security issue and exclude the outage. Free, Evaluation and Open Source Projects tiers are excluded from Schedule 2 entirely. Bonus lever at renewal: below 95% for three consecutive months, or any three months in twelve, gives a termination right on 10 business days' notice.
How to file a Snyk SLA credit claim
Portal: Snyk Support ↗
- Confirm the plan first: Schedule 2 does not apply to free versions, Evaluations, or paid use through Open Source Projects. On those tiers there is no credit at all.
- ⚠️ THE CREDIT IS DAYS OF SERVICE, NOT MONEY: two days credited below 99.9% down to 98.0%, five days below 98.0% to 95.0%, and ten days below 95.0% — capped at ten days in any single calendar month. Do not quote a percentage of fees, and do not promise a refund.
- ⚠️ OUR UPTIME FIGURE IS NOT THE CONTRACTUAL METRIC: Snyk counts Downtime as minutes where the proportion of failed responses to its API requests exceeds FIVE PERCENT. A long degradation sitting under a 5% error rate is legally zero Downtime. Build the claim on your own request logs and offer our minutes as corroboration only.
- Send written notice to Snyk describing the event, the dates, times and duration, and your error-rate evidence. There is no mandatory subject line and no portal form specified.
- The deadline is 60 days from the EVENT, and there is NO earlier notice stage — unusually generous. But the SLA waives in terms any credit not requested inside that window, so do not drift past it.
- Expect the burden to be reversed: Snyk's own records govern the calculation unless you provide clear and convincing evidence to the contrary. Bring data, not a status-page screenshot.
- Watch for the Emergency Downtime carve-out — Snyk can declare a security issue and exclude the outage entirely.
- At renewal, note the separate lever: uptime below 95% for three consecutive months, or any three months in twelve, gives you a termination right on 10 business days' notice.
Evidence you’ll need
- •Written notice to Snyk describing the event giving rise to Service Credits
- •Evidence of the failed-response rate, since Snyk's own records govern unless rebutted
- •Dates, times and duration of the affected period
Common exclusions
- •Free versions, Evaluations, and paid use through Open Source Projects
- •Your acts or omissions
- •Equipment not owned or controlled by Snyk
- •Third party connections
- •Changes in your source environment
- •Customer Data
- •Force Majeure
- •Suspension
- •Use inconsistent with the Documentation
- •Scheduled Downtime
- •Emergency Downtime
Frequently asked
What is Snyk's SLA uptime commitment?
Snyk (paid plans) carries a 99.9% monthly uptime commitment.
How much credit can I claim if Snyk misses its SLA?
Credits are tiered by measured uptime, from 2 up to 10 days of service credited to the account, depending on how far below 99.9% availability fell. Note the unit: Snyk'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 Snyk SLA credit claim?
Claims are generally due within 60 days of incident onset (verify the exact clause in Snyk's SLA before filing).
Does Ontracko file Snyk SLA credit claims for me?
Ontracko monitors Snyk 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 Snyk and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.