An outage breaches a SaaS uptime SLA only when the contract’s defined metric falls below its threshold after contractual exclusions are removed. Duration alone is not enough: a service can be unavailable for several minutes and still meet a monthly SLA, as Microsoft’s guidance explains. To protect a potential claim, gather the governing documents, preserve time-stamped evidence, reproduce the provider’s calculation, check exclusions and prerequisites, then submit a complete claim through the required channel before its deadline.
Start with the contract, not the status page
Your first task is to identify the document that actually controls the remedy. A marketing page or public status dashboard may describe reliability, but the SLA in your order form or agreement determines whether you are eligible for a credit.
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Collect every document that can change the calculation
- The order form, subscription schedule or statement of work.
- The master services agreement and incorporated policies.
- The service-specific SLA for the affected product.
- Support, maintenance and acceptable-use policies.
- Service-tier, region, architecture or feature appendices.
- Any amendment in effect during the affected billing period.
Record the version or effective date of each document. Provider terms and claim procedures change, so verify the live SLA immediately before filing while preserving the version that governed the incident.
Answer the seven threshold questions
- What service is covered? A suite may contain several separately measured services. Do not combine downtime from unrelated products.
- Which metric applies? It may be availability, request success, latency, data durability or another defined measure rather than simple reachability.
- How is it measured? Check the measurement points, sampling method, aggregation interval and whether the provider or customer supplies the data.
- Which tier, region and architecture qualify? Some commitments apply only to specified plans, locations, redundant deployments or supported configurations.
- What threshold and remedy are promised? Note the percentage or other threshold, credit schedule, cap and whether the credit is the exclusive remedy.
- What events are excluded? Read the definitions rather than assuming every incident in a status update counts.
- How and when must you claim? Identify the portal, support queue or formal notice process and the exact deadline.
Microsoft specifically warns that a service may be unavailable for several minutes and still satisfy its monthly SLA. That is why an incident timeline must be converted into the contract’s metric before you call it a breach.
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Preserve evidence while the incident is fresh
Evidence is easiest to lose when systems recover, logs rotate or a provider edits an incident page. Create a read-only incident folder and preserve the original files with their time zone and collection time.
Capture customer-side measurements
- Export monitoring results in the units used by the SLA.
- Record UTC start and end times, including the method used to determine each boundary.
- List affected tenants, accounts, instances, regions, availability zones and endpoints.
- Save HTTP status codes, error bodies, request IDs, timeouts and latency samples.
- Export request, application, load-balancer and retry logs before their retention window expires.
- Preserve deployment records, configuration snapshots, feature flags and network changes for the incident window.
Capture provider-side corroboration
- Download status-page entries, maintenance notices and incident timelines as PDF or raw text.
- Save provider emails, support replies, case numbers and incident IDs.
- Keep the exact timestamps of every update; note whether the provider reports investigation, mitigation or full resolution.
- Ask support to confirm the affected service, regions and measured interval in writing.
Microsoft recommends saving provider incident communications. AWS claim instructions call for dates, times, regions and request logs. A status page is useful corroboration, but it does not by itself establish that the SLA metric failed for your covered configuration.
Recalculate the SLA number yourself
Do not rely on a headline such as “99.9% uptime.” Reproduce the formula in the SLA, using the same measurement interval and aggregation method.
Use the contract’s units and formula
- Write down the total measurement interval for the billing period or other period specified.
- Identify every interval that qualifies as unavailable or unsuccessful under the metric definition.
- Subtract only exclusions that the contract documents and that your evidence supports.
- Apply the stated formula to the remaining covered interval or requests.
- Compare the resulting percentage or success rate with the committed threshold.
Keep the raw timeline, the exclusion log and the arithmetic in separate columns so another person can audit your work. If the SLA measures request success, count covered requests and failures rather than converting everything into minutes. If it measures availability, use the defined probe or service signals rather than an unrelated application monitor.
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Separate services and regions
Many SLAs calculate each covered service or region separately. Prepare a distinct calculation for every affected combination instead of pooling all downtime. Do not merge a database incident with an API incident unless the SLA expressly defines them as one service.
Illustrative calculation layout
| Field | What to enter |
|---|---|
| Covered service and tier | Exact product, edition and qualifying architecture |
| Measurement period | Billing month or interval named by the SLA, in UTC |
| Contract metric | Availability, request success or other defined measure |
| Raw affected interval or requests | Customer logs with start and end timestamps |
| Documented exclusions | Each exclusion, clause reference and supporting evidence |
| Net result | Formula output after exclusions |
| Commitment and variance | Threshold, calculated result and whether the result is below it |
Attach the source log or query behind each number. A spreadsheet that cannot be traced back to raw records is harder for support to accept.
Screen every exclusion and prerequisite
A technically real outage may still be outside the credit commitment. Review each exclusion explicitly and state “not applicable” with evidence when it does not apply.
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- Planned maintenance or provider-announced maintenance windows.
- Force majeure and other events outside the provider’s reasonable control.
- Your systems, networks, credentials, code, configuration or deployment.
- Third-party hardware, software, connectivity or services you control or depend on.
- Invalid, malformed or unsupported requests.
- Quotas, rate limits, account suspension or exhausted capacity allocated to you.
- Preview, beta or pre-general-availability features.
- Policy violations, abuse or use inconsistent with documentation.
- Failure to meet architecture, redundancy, retry or other stated best-practice requirements.
Google’s Application Integration SLA, cited in its 2023 terms, excludes pre-general-availability features, excluded services, factors outside Google’s reasonable control, customer or third-party hardware and software, abuse, quotas and use inconsistent with documentation. AWS similarly excludes events outside its control, customer actions or technology, and suspension or termination under the agreement. The wording and scope differ by contract; treat these as examples of categories to investigate, not a universal list.
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Test the customer-prerequisite defense
Check whether the SLA requires a particular deployment model, multiple zones, supported client version, retry behavior or prompt cooperation with support. Gather architecture diagrams, configuration exports and change records showing that the prerequisite was met during the incident. If a prerequisite was not met, calculate the claim both ways internally so you understand the disputed amount, but submit only the result supported by the contract.
Decide whether the evidence shows a breach
Classify the incident only after the calculation and exclusion review.
| Finding | What it means | Next action |
|---|---|---|
| Metric below threshold after exclusions | Likely SLA eligibility, subject to claim rules and proof | Prepare and file the credit request |
| Metric meets threshold | No credit under that SLA calculation | Check other service-specific commitments or negotiated remedies |
| Metric is uncertain | Evidence or definition is incomplete | Ask support for the provider’s measurement data and preserve your own calculation |
| Incident is entirely excluded | Usually no SLA credit for that interval | Document the clause and consider non-SLA operational remedies |
A public incident announcement can support the timeline, but it cannot replace proof that your covered service, region and metric crossed the threshold.
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Use the submission method named in the SLA, not a general sales contact. A complete claim reduces back-and-forth and makes the deadline easier to prove.
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Build the claim packet
- Identify the customer account, agreement, service tier, billing month and affected region.
- State the metric, threshold and formula in the contract’s own terminology.
- Provide UTC incident start and end times and explain how each was measured.
- Attach the raw monitoring export, request logs, error samples, retry records and configuration evidence.
- List provider incident IDs, support cases, status updates and relevant communications.
- Show every exclusion considered, the clause supporting it and the resulting arithmetic.
- Request the exact credit calculated under the remedy schedule and provide the billing destination for that credit.
Know the timing rules
Google’s cited Application Integration SLA requires notice to technical support within 30 days after you become eligible for a financial credit. Microsoft’s current guidance says common provider windows range from 30 to 60 days after the end of the billing month, while emphasizing that each provider sets its own deadline. AWS EC2 requires opening a case in AWS Support Center. These examples are not interchangeable: follow the deadline and channel in your own SLA, and submit early enough to account for weekends, holidays and portal failures.
Save the submitted form, confirmation number, uploaded files and timestamp. If a portal rejects an attachment, keep the error screenshot and send the same packet through the contract’s alternate notice method, if one exists.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Understand what the remedy does—and does not—provide
Service credits are usually limited
The normal remedy is a percentage or credit against fees for the affected service. Google’s 2023 Application Integration SLA caps aggregate monthly credits at 50% of the amount due for that affected service and states that requested credits are applied within 60 days. Your contract may use a different schedule or cap, so do not apply those figures to another product.
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Credits are not automatic damages compensation
Microsoft’s SLA guidance states: “Service credits don’t cover lost revenue, customer attrition, or reputational damage.” Lost sales, regulatory exposure, termination rights, consequential damages and refunds for downstream customers are separate contract-and-law questions. Review liability limits, warranty language, indemnities, termination provisions and any negotiated service-level rider with qualified counsel before asserting a broader claim.
Check whether the credit is exclusive
Some agreements make service credits the sole remedy for SLA failure; others preserve specific termination or damages rights. The answer can depend on the negotiated order form as well as standard terms. Quote the controlling clause in your internal escalation memo and avoid promising management a recovery that the agreement does not support.
What to do if the provider rejects the claim
- Request the provider’s measurement interval, formula, exclusions and source data in writing.
- Compare its calculation line by line with your preserved logs and the SLA definition.
- Correct factual errors, such as a wrong region, billing month or service tier, and resubmit within any appeal window.
- Escalate through the named support or account-governance path, attaching the original claim and response.
- Ask procurement or legal to review unresolved interpretation, exclusive-remedy language or material commercial impact.
Keep operational and contractual disputes distinct. Engineering can establish what failed; procurement and legal determine what the agreement requires the provider to pay or do.
Prevent the next dispute
- Monitor the exact SLA metric from an independent location and retain raw data for at least the contract’s claim period.
- Normalize timestamps to UTC and synchronize collectors with a trusted time source.
- Tag every event by service, region, tenant, endpoint and provider incident ID.
- Automate monthly calculations but retain the underlying samples and exclusion decisions for review.
- Store the SLA version, order form and amendments with the monitoring runbook.
- Define an incident owner responsible for evidence preservation and a separate owner for the claim.
- Test the provider’s claim portal and maintain an approved alternate notice route.
An observability or SLA-monitoring system can record covered metrics, timestamps, errors and incident evidence, but it should support—not replace—the contract’s definitions and your review of exclusions.
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- Have you identified the exact covered service, tier, region and architecture?
- Are your measurements expressed in the SLA’s units and time zone?
- Did you separate each service or region the contract measures separately?
- Did you subtract only documented exclusions?
- Can every number in the calculation be traced to a raw log or provider record?
- Did you verify prerequisites, quotas, maintenance and customer-side causes?
- Are you using the required claim channel and still within the deadline?
- Have you checked the credit schedule, cap, application timing and exclusive-remedy clause?
- Have you preserved the submitted claim and the provider’s response?
Bottom line
An outage becomes an SLA breach only after the contract’s metric is calculated for the covered service and period, documented exclusions are removed, and the result falls below the commitment. Preserve evidence in UTC, keep services and regions separate, file through the specified channel before the deadline, and treat the resulting credit as a contract-defined remedy—not an automatic recovery of lost revenue or reputational harm.
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