Refunds if service uptime not achieved

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 . For existing customers, please see your welcome pack.


Self-service customers: 99.9% uptime SLA


Monthly Uptime Percentage
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. 


Please note: This article does not supersede, vary or modify: (a) legal terms agreed between Ably and our customers or (b) any Ably published policies (including the Ably privacy policy), and any such terms and policies control in the event of any conflict or inconsistency between such terms or policies and this article.