Uptime by plan tier.
10% credit if uptime drops below SLA target in any monthly billing period; 25% credit below 99.0%; 50% credit below 95.0%. Credits are applied to your next invoice; not exchangeable for cash.
Targets by plan.#
| Plan | Monthly Uptime Target | SLA Type |
|---|---|---|
| Free Lite | Best-effort | None |
| Base Plan | Best-effort | None |
| Starter | Best-effort | None |
| Growth | Best-effort | None |
| Pro | 99.9% | Contractual |
| Enterprise (CustomPlan) | 99.99% | Contractual + negotiated credits |
Pro plan: Monthly uptime, measured on the production app surface. Excludes scheduled maintenance announced 72 hours in advance, and force-majeure events as defined in our Terms.
Enterprise CustomPlan: Monthly uptime, dedicated database isolation, 24×7 monitoring, named CSM. Service-credit schedule and force-majeure carve-outs are negotiated per contract.
Detailed credit calculation. The worked-example credit calculation — minutes-of-downtime mapped to credit-percentage band, the claim window, and the credit cap — is part of the master subscription agreement signed at deal time. Detailed credit calculation worked-example via email: [email protected]; we send a counter-signed copy within one working day. Credits are applied to the next invoice; they do not stack with cash refunds for the same incident.
Service credits.#
Service credits are calculated against monthly uptime measured on the production app surface. Bands are tier-specific; both Pro and Enterprise share the same credit-cap structure.
| Pro (≥99.9% target) | Enterprise (≥99.99% target) | Credit |
|---|---|---|
| ≥ 99.9% | ≥ 99.99% | 0% |
| 99.0% – 99.89% | 99.9% – 99.989% | 10% |
| 95.0% – 98.99% | 99.0% – 99.89% | 25% |
| < 95.0% | < 99.0% | 50% |
Credit is expressed as a percentage of the monthly subscription fee for the affected plan and applied to the next invoice. Claim window: 30 days from the end of the calendar month in which the incident occurred. Credits do not stack across overlapping incidents; the higher band applies.
Exclusions & carve-outs.#
The following events do not count toward downtime for credit-calculation purposes:
- Scheduled maintenance announced at least 48 hours in advance via the status page and email.
- Force-majeure events as defined in our Terms of Service (acts of God, war, government action, internet-backbone failure outside our network).
- Customer-caused outages — misconfiguration on the tenant's side, exhaustion of plan quotas, abuse of the API beyond rate-limit tiers.
- Sub-processor outages outside our control — upstream failures at AWS, Razorpay, Twilio, Meta WhatsApp Cloud, or any third party listed on our sub-processors page. We make best efforts to mitigate but cannot guarantee uptime we don't own.
- Beta features clearly labelled
is-comingorbetain the product UI; these run on a best-effort basis until promoted to GA.
Real-time status.#
Status page: status.wendesk.com (live tracking · ETA Q3 2026 for public dashboard, currently subscribers-only). Subscribe to incident notifications by email at [email protected]; historical incident archive is available at status.wendesk.com/history.
1. What "Uptime" Means#
Uptime is measured as a percentage of total minutes in a calendar month during which the covered production surface is available and responding correctly to HTTP requests as monitored by our external monitoring provider.
An "outage minute" is any minute during which more than 5% of requests to the production app surface return HTTP 5xx errors, or during which the surface is unreachable from all monitoring locations.
Excluded from downtime calculation:
- Scheduled maintenance windows (minimum 72 hours advance notice via in-app banner and email).
- Force-majeure events: natural disasters, acts of war, civil unrest, pandemic-related infrastructure disruption, failure of internet backbone providers, and events outside Wendesk's reasonable control.
- Actions or inactions by the Customer or any third party connected to Wendesk via the App Store or MCP server.
- Beta or preview features explicitly labelled as such.
- Downtime caused by a Customer's abuse of the platform in violation of the Acceptable Use Policy.
2. Service-Credit Calculation#
The full service-credit table — minutes-of-downtime per credit-percentage band, the claim window, and the credit cap — is part of the master subscription agreement signed at deal time.
Available on request via [email protected]; we send a counter-signed copy within one working day.
Key terms that apply to all Pro and Enterprise credit claims:
- Credits are applied to the next invoice; they do not stack with cash refunds for the same incident (see Refund Policy §12 — Force Majeure & SLA Service Credits).
- The claim window is 30 calendar days from the end of the month in which the incident occurred. Claims submitted after the window are not eligible.
- The credit cap is 50% of the monthly subscription fee for the affected calendar month (Pro); Enterprise contracts specify their own cap.
- Credits are non-transferable and have no cash value.
3. Incident Severity#
| Severity | Definition | Target response time |
|---|---|---|
| P0 — Critical | Full outage of production surface; data loss risk | < 15 minutes |
| P1 — Major | Significant degradation affecting >25% of tenants | < 30 minutes |
| P2 — Minor | Partial degradation; most tenants unaffected | < 2 hours |
| P3 — Low | Single-tenant or edge-case issue; workaround exists | < 1 business day |
4. Governing Terms#
This SLA is governed by and construed in accordance with the same law as the principal Terms of Service — the laws of the Republic of India, courts of Jaipur, Rajasthan, for Indian-domiciled customers; parties may negotiate governing law in the Enterprise master agreement.