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An outage breaches a SaaS uptime SLA only when the provider’s contract-defined availability or success metric falls below its promised threshold after the contract’s exclusions and prerequisites are applied. To protect a claim, gather the governing documents, preserve time-stamped evidence, recompute the metric in the provider’s units, and submit a complete request through the required channel before the deadline. A service credit is common; recovery of lost revenue or other damages is a separate contract and legal question.
1. Confirm that the outage is measured by the SLA
Do not begin with the length of the outage or a status-page headline. Begin with the documents that legally define the commitment. A service can be unavailable for several minutes and still satisfy a monthly SLA if the committed calculation, aggregation method, or exclusions allow it.
Collect every document that can change the result
- The order form and pricing schedule.
- The master services or cloud agreement.
- The service-specific SLA in force for the affected product.
- The support policy and incident-response terms.
- Service-tier, region, architecture, or feature appendices.
- Any amendment, addendum, or negotiated exception attached to your account.
Record the document version or effective date. Providers change terms and support procedures, so verify the live SLA immediately before filing, while retaining the version that governed the incident.
Answer the definition questions
Write down the exact covered service, account or tier, regions, deployment architecture, and endpoints. Then identify whether the SLA measures uptime, request success, latency, or another metric; the measurement interval; how results are aggregated; the promised threshold; and the remedy. A “99.9%” headline is not comparable across contracts when one measures every request and another measures only a narrowly defined service or configuration.
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Check whether the commitment applies to your edition, region, and architecture. Preview features, unsupported configurations, or a different tier may sit outside the guarantee even though the product name is the same.
2. Preserve evidence before it disappears
Capture evidence while the incident is fresh and systems still retain detailed logs. Your goal is to connect customer impact to the SLA’s defined metric, not merely to show that a provider’s status page turned red.
Export measurements in the SLA’s units
- Monitoring results showing each failed, unavailable, or unsuccessful interval.
- Request-success or error-rate data, if the SLA uses requests rather than elapsed time.
- UTC start and end times, including time-zone conversion notes for local dashboards.
- Affected tenants, accounts, instances, regions, availability zones, endpoints, and API operations.
- HTTP status codes, response bodies where permitted, timeout records, and retry histories.
- Configuration snapshots, deployment records, feature flags, network changes, and access-policy changes.
Preserve provider communications
Save incident IDs, status-page updates, support tickets, chat transcripts, email notices, maintenance announcements, and root-cause or post-incident reports. Microsoft specifically recommends retaining provider incident communications. AWS claim instructions call for dates, times, regions, and request logs, so export those fields in a durable format rather than relying on a dashboard that may later roll up or delete detail.
Keep original files, a read-only copy, and a short index identifying who collected each item and when. Do not alter timestamps during export. If your monitoring clock differs from the provider’s clock, retain both values and document the offset.
3. Recalculate availability or success exactly as written
The provider’s published incident duration is evidence, not your final calculation. Reproduce the SLA formula with your own records and the provider’s documented exclusions.
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Use a repeatable calculation
- Define the billing month or measurement window required by the SLA.
- List every covered service, region, and metric separately.
- Sum the eligible measurement intervals or requests in the SLA’s units.
- Identify each excluded interval or request and tie it to the contract clause that permits exclusion.
- Subtract only documented exclusions; do not remove an interval simply because the provider labels it maintenance or customer-caused.
- Calculate the resulting availability or success rate using the contract’s formula and rounding rule.
- Compare that result with the committed threshold and record the margin.
Keep separate worksheets when the SLA calculates services or regions independently. Do not combine downtime across products, endpoints, or geographies unless the contract explicitly aggregates them. A single monthly total can hide a breach in one covered region or incorrectly create one by mixing services with different rules.
Document assumptions
For every input, note the source, timestamp, query or dashboard, and treatment of retries. If the SLA counts a request as successful after a specified retry or excludes client-side cancellation, apply that rule consistently. Have a second person reproduce the result from the raw exports before submission.
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4. Screen exclusions and customer prerequisites
Many claims fail because the incident is real but contractually excluded. Create an exclusion checklist and attach evidence for both included and excluded periods.
Common exclusions to test
- Planned maintenance announced under the notice rules.
- Force majeure or other events outside the provider’s reasonable control.
- Your systems, network, identity provider, DNS, hardware, software, or third-party service.
- Customer configuration, deployment, policy, quota, or capacity errors.
- Invalid, malformed, unauthorized, or unsupported requests.
- Preview, beta, or pre-general-availability features.
- Abuse, policy violations, suspension, or termination under the agreement.
- Use inconsistent with the provider’s documentation or required architecture.
Google’s Application Integration SLA, for example, 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 terms similarly exclude events outside its control, customer actions or technology, and suspension or termination under the agreement. Treat these as examples of clauses to locate, not as universal rules for every SaaS product.
Check required customer behavior
Some SLAs require a supported configuration, minimum redundancy, a particular retry pattern, or prompt cooperation with support. Compare your architecture and operating records with those prerequisites. If only one tenant or region lacked the required setup, isolate that population instead of applying the limitation to unaffected environments.
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5. File a complete claim before the deadline
Use the claim channel named in the SLA—often a formal support portal or a case in the provider’s support center—not an informal social-media post. Missing the notice window can forfeit an otherwise valid credit.
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Understand 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 Learn says common examples of provider claim windows range from 30 to 60 days after the end of the billing month, while stressing that each provider sets its own deadline. AWS EC2 requires opening a case in AWS Support Center. Confirm whether the clock starts at the incident, the end of the billing month, the date eligibility is determined, or another event.
Assemble the submission
- Identify the account, billing month, covered service, tier, region, and contract version.
- State the requested remedy and the exact SLA section supporting eligibility.
- Attach your calculation, including total eligible units, exclusions, threshold, and resulting shortfall.
- Provide incident IDs, UTC timestamps, affected tenants or instances, and endpoint or request scope.
- Attach logs, monitoring exports, retry records, configuration evidence, status updates, and provider correspondence.
- List any uncertainty, such as a clock offset or an interval awaiting provider confirmation.
- Ask the provider to acknowledge receipt and state the review timeline.
Keep the claim factual and narrow. Do not assert that a public status page proves breach; use it as corroboration alongside the covered metric and customer-side records.
6. Know what remedy the SLA actually provides
A qualifying claim usually produces a service credit calculated as a percentage of the affected service fee. It is not automatically a cash refund, a payment for business interruption, or a finding of legal liability.
Credit caps and application
Google’s 2023 Application Integration SLA caps aggregate monthly financial credits at 50% of the amount due for the affected service and states that requested credits are applied within 60 days after the request. Those figures apply to that cited service and period; do not generalize them to another provider or product.
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Read whether the credit applies to the next invoice, requires a separate request, expires, or is the exclusive remedy. Check whether the cap is monthly, incident-based, account-wide, or limited to the affected service and region.
Lost revenue and other damages
Microsoft’s SLA guidance states: “Service credits don’t cover lost revenue, customer attrition, or reputational damage.” A claim for lost revenue, termination rights, consequential damages, indemnity, or a negotiated exception depends on the governing agreement and applicable law. Preserve financial records if those issues matter, but do not present them as part of an automatic SLA-credit request. Obtain qualified legal advice for a damages or termination analysis.
7. Compare contracts without being misled by headline percentages
When evaluating providers or renegotiating an agreement, compare the complete operating rule rather than the advertised uptime number.
| Comparison point | Questions to answer |
|---|---|
| Metric | Is the commitment uptime, request success, latency, or another measure? |
| Measurement | What is the interval, sampling method, rounding rule, and aggregation level? |
| Scope | Which tiers, regions, architectures, endpoints, and features are covered? |
| Exclusions | How are maintenance, force majeure, customer systems, quotas, previews, and abuse treated? |
| Prerequisites | Must you use redundancy, supported settings, retries, or a particular support process? |
| Remedy | What percentage or credit applies, and what is the cap? |
| Deadline | When does eligibility begin and how many days are allowed? |
| Evidence | Which logs, timestamps, regions, and incident identifiers are required? |
| Submission | Is a portal case, formal notice, or named support channel mandatory? |
| Exclusivity | Does the credit replace other contractual remedies? |
This matrix also exposes why two “99.9%” offers may deliver very different protection. One may cover all production requests across a region; another may cover only a particular configuration and exclude most customer-visible failure modes.
8. Troubleshoot common claim failures
“The status page says there was an outage, but support denied the claim.”
Check whether the posted incident overlaps your covered service, region, metric, and measurement window. A broad incident banner may include products or geography outside your SLA, while your own logs may show a different start or end time.
“Our monitoring shows downtime, but the provider says the SLA was met.”
Reconcile units, retries, rounding, and exclusions. Determine whether your monitor measured an endpoint the SLA does not cover or counted client, DNS, identity, or network failures excluded by contract.
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“We missed the filing deadline.”
Submit immediately with an explanation, request a discretionary review, and preserve the contractual basis for eligibility. Do not assume the provider must accept a late claim; many terms make the deadline a condition of receiving credit.
“Several services failed together.”
Separate each product, region, and billing line according to its SLA. A combined narrative is useful for incident context, but each credit calculation should stand on its own.
9. Build evidence before the next incident
An SLA claim is easiest when monitoring was designed around the contract. Map each SLA metric to a synthetic check or log query, store raw results in UTC, and retain data for at least the longest claim and audit period in your agreements.
- Monitor every covered region, endpoint, and tenant class.
- Record request IDs, status codes, retries, and dependency failures.
- Tag deployments and configuration changes so customer-caused intervals can be evaluated quickly.
- Automate exports of provider incident notices and support correspondence.
- Maintain a contract register with thresholds, exclusions, caps, channels, and deadlines.
- Run a quarterly dry-run in which another operator reproduces the availability calculation.
Observability or SLA-monitoring software can help retain covered metrics, timestamps, errors, and incident evidence, but the tool must match the contract’s units and retention requirements. Contract-review or procurement specialists can help interpret exclusions, notice rules, and remedy limits before you sign or renew.
Quick Recap
10. A concise incident-to-claim checklist
- Open the governing SLA and confirm the covered service, region, metric, threshold, exclusions, remedy, and deadline.
- Freeze UTC monitoring exports, logs, retries, configuration snapshots, and provider communications.
- Separate services, regions, tenants, and endpoints that the contract calculates independently.
- Recompute the metric and document every exclusion with its contractual basis.
- Have an independent reviewer reproduce the result from raw evidence.
- File through the required support or formal-notice channel before the deadline.
- Track the case, requested credit, cap, and application date.
- Escalate damages, termination, or disputed exclusions as a separate contract-and-law matter.
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