Ably is designed from the ground up so that customers can legitimately expect 100% uptime. We offer a range of uptime SLAs to our customers ranging from 99.9% to 99.999%, depending on their uptime requirements. However, whilst we sincerely aim to deliver on this guarantee, it is possible that issues outside of our control will result in Ably failing to meeting this guarantee.
Should this happen, every paid customer of Ably will be entitled to service credits calculated as follows.
The Enterprise SLA uptime SLA is 99.999% and the Business SLA uptime is 99.99% - please get in touch with our sales team to discuss at email@example.com. For existing customers, please see your welcome pack.
Self-service customers: 99.9% uptime SLA
|Monthly Uptime Percentage|
|99.899% to 97.0%||5% of the monthly subscription fee|
|96.999% to 95.0%||10% of the monthly subscription fee|
|94.999% to 92.0%||20% of the monthly subscription fee|
|<91.999%||30% of the monthly subscription fee|
- Downtime or unavailability is measured from the time the applicable trouble ticket is received to the time Ably resolves the issue.
- Downtime or unavailability is validated by Ably using its internal monitoring tools.
- In no event will you receive greater than one month’s Net MRC in service credits for any given month regardless of the number of incidents.