Service Level Agreement (SLA)

This page summarizes uptime targets and service credit mechanisms. For the binding policy, see the master SLA document.

Insert link to Full SLA (PDF/HTML) here Insert screenshot of SLA plan matrix here

Scope 💡

• Applies to core platform services (Compute, Networking, Storage, Kubernetes)

• Excludes scheduled maintenance windows announced on the Status Page

Uptime targets (by plan) — placeholders

Plan	Monthly Uptime Target	Measurement Window
Base	<enter target e.g., 99.9%>	Calendar month
Pro	<enter target e.g., 99.95%>	Calendar month
Enterprise	<enter target e.g., 99.99%>	Calendar month

Service credits — example model (replace with your values)

Monthly Uptime Achieved	Credit
<below target by ≤0.5%>	X%
<below target by >0.5% and ≤1.0%>	Y%
<below target by >1.0%>	Z%

Claim process ▶️

1. Submit a ticket within 30 days of the incident month

2. Include timestamps, affected regions/projects, impact summary

3. Credits apply to future invoices and are non-refundable

Exclusions 🧾

• Force majeure, customer-caused outages, or non-supported configurations

• Third‑party services not under Neon Cloud operational control