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Credit-backed
Publishes an SLA backed by tiered service credits: 99.999% uptime, credits up to 100%.
Source: official SLA ↗ · checked Jun 2026 · View as JSON
99.999%
Uptime
100%
Max credit
30d
Claim window
Credit
Remedy
Standard
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
Written request to Five9 (e.g., via email) · five9.com/legal/sla-service-level
Deadline
30 days of incident
Review timeline
15 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Unavailability caused by Customer's or end-customer's network, equipment, or internet connection
Scheduled Maintenance
Service interruptions caused by service providers of voice connectivity, natural language, or speech synthesis
Force majeure events
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
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
Five9 Analytics
Reporting and dashboards
Analytics
Uptime 99.999%
SLA covered
Five9 Digital Engagement
Chat, email, SMS, social
Digital
Uptime 99.999%
SLA covered
Five9 IVA
Intelligent virtual agent
AI
Uptime 99.999%
SLA covered
Five9 Voice
Inbound/outbound voice
Voice
Uptime 99.999%
SLA covered
Five9 WFM
Workforce optimization
Workforce
Uptime 99.999%
SLA covered
Notes — Five9 is a Communication & Collaboration provider. See the official SLA at https://www.five9.com/legal/sla-service-level.
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