Ably uniquely is able to offer our Business and Enterprise customers a 100% uptime SLA guarantee with our paid Self-service customers being entitled to a 99.9% uptime SLA guarantee.  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.


Business and Enterprise customers: 100% uptime SLA


Monthly Uptime Percentage
Credit    
100%
None
99.999% 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


Self-service customers: 99.9% uptime SLA


Monthly Uptime Percentage
Credit    
99.9%
None
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


Please note:

  • 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.

Net MRC means in respect of real-time services, the monthly recurring charge for the affected service experiencing the issue, but excluding any optional services or additional messages that are not included as part of the standard monthly package but are included as part of the customer’s monthly recurring charge.