{ "schema_version": "1.2.0", "generated_at": "2026-09-09T01:12:48.605Z", "last_modified": "2026-06-23", "result": { "slug": "neon", "name": "Neon", "vendor": "Neon", "website": "https://www.neon.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://neon.com/sla", "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": 80, "max_credit": { "kind": "capped", "label": "80%", "value": 80, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "business", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 80, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 }, { "below": 99, "credit": 15 }, { "below": 98, "credit": 20 }, { "below": 96, "credit": 80 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": "end_of_following_month", "business_days": false, "method": "Support ticket", "url": "https://neon.com/sla", "required_evidence": [ "Affected Compute Endpoints", "Incident timestamps", "Impact description" ], "review_days": 45, "credit_application": "Applied as a service credit to monthly fees" }, "exclusions": [ "Factors outside Neon's reasonable control (natural disaster, war, acts of terrorism, riots, government action)", "Third-party services, hardware, or software (such as the cloud platform services on which Neon runs)", "Voluntary customer actions or inactions not in accordance with the Documentation (deleting databases, insufficient compute resources, exceeding storage limits)", "Underlying database engine software causing repeated crashes or an inoperable database instance", "Long recovery time due to insufficient IO capacity for the customer's workload", "Customer equipment, software, or other technology and/or third-party equipment", "Suspension or termination of the right to use Neon under the Agreement", "Maintenance as provided for pursuant to the Agreement", "Services being in Technical Preview" ], "support": { "tiers": [ "Free", "Launch", "Scale", "Business", "Production" ], "has_24x7": false, "fastest_response": "1 hour (Sev1, Production plan)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": "flat", "source_url": "https://neon.com/docs/introduction/support", "note": "Response times are targets/commercially reasonable; dedicated engineer is a paid add-on. Discord + AI chat (all), tickets (Launch+), Slack Connect + Dedicated Support Engineer add-on (no phone). No published 24x7 commitment; policy excludes consulting/training/custom dev. Discord + AI chat (all), tickets (Launch+), Slack Connect + Dedicated Support Engineer add-on (no phone). No published 24x7 commitment; policy excludes consulting/training/custom dev." }, "support_tiers": [ { "name": "Scale (Business support)", "slug": "business", "price": "Add-on", "sla_eligible": true, "response_time": "4 hours" }, { "name": "Scale (Production support)", "slug": "production", "price": "Add-on", "sla_eligible": true, "response_time": "1 hour" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "1 hour" } ], "sla_tiers": [], "services": [ { "id": "compute", "name": "Neon Compute Endpoints", "category": "database", "description": "Availability of Compute Endpoints (Serverless Postgres compute) - the only component covered by the SLA", "sla_url": "https://neon.com/sla", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "database", "name": "Neon Serverless Postgres", "category": "database", "description": "Serverless PostgreSQL", "sla_url": "https://neon.com/sla", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "Neon API", "category": "apis", "description": "Management API - not covered by the SLA (SLA applies only to Compute Endpoints)", "sla_url": "https://neon.com/sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "autoscaling", "name": "Neon Autoscaling", "category": "database", "description": "Auto-scaling compute - not separately covered by the SLA", "sla_url": "https://neon.com/sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "branching", "name": "Neon Branching", "category": "database", "description": "Instant database branching - not covered by the SLA", "sla_url": "https://neon.com/sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Neon is a Database & Data Infrastructure provider. See the official SLA at [https://neon.com/neon-business-sla](https://neon.com/neon-business-sla).\n\nThe SLA applies exclusively to customers on the Neon Business or Scale plan and covers only the availability of Compute Endpoints. To claim a service credit, log a support ticket within 24 hours of becoming aware of an impacting event and submit the full claim by the end of the month following the month in which the downtime occurred; Neon processes claims within 45 days of receipt.\n\n" } }