Does Elastic offer a service-level agreement (SLA)?

Yes. Elastic backs its service with an SLA: if it misses its uptime commitment you are entitled to service credits.

What is Elastic's uptime commitment?

Elastic's headline uptime commitment is 99.95%, generally measured per month.

How do I claim Elastic SLA credits?

Credits are not automatic — you must request them within the SLA's stated claim window.

Vendors › Elastic

SLA Profile

Elastic

Monitoring & Observability ·elastic.com ↗ ·verified Jun 2026

Official SLA ↗

✓

Credit-backed

Publishes an SLA backed by tiered service credits: 99.95% uptime, credits up to 100%.

Source: official SLA ↗ · checked Jun 2026 · View as JSON

99.95%

Uptime

100%

Max credit

10d

Claim window

Credit

Remedy

Platinum

Min plan

Reference calculation

Estimate service credit

See what the published credit tier would imply for one affected service and billing period. This is an estimate, not a claim decision.

Use the uptime percentage calculated under the vendor's SLA, not an independent monitoring result. Affected spend means the monthly fees for the affected service.

The estimate uses the published terms below and does not adjudicate measurement rules, exclusions, plan eligibility, or whether a claim is still timely.

How to claim

Submission Support ticket · support.elastic.co

Deadline 10 days of incident

Review timeline Elastic investigates root cause after request

Credit applied Applied against future ECH consumption; not redeemable for cash or refund

Required evidence: Affected account and ECH deployment, Dates and times of each Error claimed, Customer request logs documenting the Error

Common 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 complementary, not the SLA

Standard —

Included · Business hours

Platinum SLA-eligible

Custom · 24/7

Enterprise SLA-eligible

Custom · 24/7

Per-service SLAs · 5

Most platforms commit to SLAs per service, not one blanket number.

Service

Category

Uptime

SLA

Elastic APM

Application performance monitoring

APM

Uptime 99.95%

SLA covered

Elastic Observability

Logs, metrics, traces

Observability

Uptime 99.95%

SLA covered

Elastic Security

Security information and events

SIEM

Uptime 99.95%

SLA covered

Elasticsearch

Distributed search engine

Uptime 99.95%

SLA covered

Kibana

Data visualization

Visualization

Uptime 99.95%

SLA covered

Notes — Elastic is a Monitoring & Observability provider. See the official SLA at https://www.elastic.co/agreements/sla-elastic-cloud-hosted. This 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.

Found an error? Suggest a correction ↗