SLA: a written uptime and response promise
An SLA, or service level agreement, is the written promise of agreed service levels, usually uptime and response times, and the remedy if they are missed. Ours covers 99.9% monthly uptime where contracted.
Read the SLAChecked 31 Oct 2026 · ZenoCloud Team
What does 99.9% uptime allow?
Allowed downtime is the month’s minutes times what is left after your percentage. A 30-day month has 43,200 minutes.
| Monthly uptime | Downtime allowed |
|---|---|
| 99% | 432 minutes (7.2 hours) |
| 99.5% | 216 minutes (3.6 hours) |
| 99.9% | 43.2 minutes |
Our arithmetic. Google’s SRE book tabulates the same sums with an average month of about 30.4 days.
What if the SLA is missed?
Usually a service credit on the affected fee, not a refund, claimed with evidence. Read the claim window before you buy.
Ours: up to 10% credit from 99.0% to below 99.9%, 25% from 95.0% to below 99.0%, 50% below 95.0%. Request within 30 days.
What are P1 to P4?
Severity levels with targets for the first response, not the fix. Ours, where contracted: P1 under 15 minutes, P2 one hour, P3 four hours, P4 24 hours.
Does an SLA cover everything?
No. It covers the services named in your order, minus listed exclusions such as scheduled maintenance. Ask how downtime is measured.
Questions people ask
What is an SLA in terms of time?
Two numbers: how much of the month the service is up, and how fast the provider responds to a fault, by severity.
What does “no SLA” mean?
The provider makes no written uptime promise, so there may be no service credit when it fails. Other contract or legal rights can remain.
Does a small business need more than 99.9%?
Start from the cost of an hour offline. 99.9% allows about 43 minutes a month. Each extra nine can cost more, and your own deploys add downtime the SLA does not cover.
Our SLA in full
The 99.9% commitment, credits and response targets apply where your order form says so. The full terms are public. We operate 24/7.
Read the SLA