{ "schema_version": "1.2.0", "generated_at": "2026-09-09T01:12:48.605Z", "last_modified": "2026-06-23", "result": { "slug": "elastic", "name": "Elastic", "vendor": "Elastic", "website": "https://www.elastic.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "platinum", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 }, { "below": 99, "credit": 30 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 10, "deadline_basis": "incident_date", "business_days": false, "method": "Support ticket", "url": "https://support.elastic.co", "required_evidence": [ "Affected account and ECH deployment", "Dates and times of each Error claimed", "Customer request logs documenting the Error" ], "review_days": null, "credit_application": "Applied against future ECH consumption; not redeemable for cash or refund" }, "exclusions": [ "Customer failure to perform its responsibilities under the Subscription Agreement", "Suspension or termination of access per the Subscription Agreement", "Factors outside Elastic's reasonable control, including force majeure or Internet access problems", "Acts/omissions of Customer or third parties, including improper scaling, configuration or misconfiguration", "Third-party equipment, software or technology not under Elastic's control (including AWS, GCP, Azure)", "Customer misconfiguring security groups, VPC, credentials, IP allow-lists, or exceeding connection limits", "Use of unsupported or deprecated Elasticsearch/ECH features, versions or releases", "Use of preview, pre-release, beta, or trial features" ], "support": { "tiers": [ "Standard", "Gold", "Platinum", "Enterprise" ], "has_24x7": true, "fastest_response": "30 min (Urgent/Sev1, Cloud Platinum)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.elastic.co/subscriptions", "note": "Published response targets; TAM and consulting at Enterprise. Targets, not credit-backed. 24x7x365 at Platinum/Enterprise (self-managed Critical = 1 hr). Designated Support Engineer add-on (up to 25 hrs/mo) + consulting. 24x7x365 at Platinum/Enterprise (self-managed Critical = 1 hr). Designated Support Engineer add-on (up to 25 hrs/mo) + consulting." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Platinum", "slug": "platinum", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "apm", "name": "Elastic APM", "category": "apm", "description": "Application performance monitoring", "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "observability", "name": "Elastic Observability", "category": "observability", "description": "Logs, metrics, traces", "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "siem", "name": "Elastic Security", "category": "siem", "description": "Security information and events", "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "search", "name": "Elasticsearch", "category": "search", "description": "Distributed search engine", "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kibana", "name": "Kibana", "category": "visualization", "description": "Data visualization", "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Elastic is a Monitoring & Observability provider. See the official SLA at [https://www.elastic.co/agreements/sla-elastic-cloud-hosted](https://www.elastic.co/agreements/sla-elastic-cloud-hosted).\n\nThis SLA applies to the Elastic Cloud Hosted (ECH) Service for Platinum or Enterprise subscriptions in a High Availability configuration (at least 2 availability zones). The Standard subscription level is not SLA-eligible. The middle credit tier is 30% (not 25%), and Service Credit Requests must be submitted via a Support ticket no later than 10 days following the Error. Credits are applied against future ECH consumption and are not redeemable for cash or refund.\n\n" } }