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Credit-backed
Publishes an SLA backed by tiered service credits: 99.7% uptime, credits up to 25%.
Source: official SLA ↗ · checked Jun 2026 · View as JSON
99.7%
Uptime
25%
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
SuiteAnswers (article ID 97409 "How to submit an SLC Claim") · oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf
Deadline
30 days of incident
Credit applied
Service credit based on the monthly fee for the use of the Service
Required evidence: Details of the claim as reasonably requested by Oracle
Common exclusions
Scheduled maintenance
Unavailability from suspension or termination of the Service
Issues caused by Customer's or third-party equipment, software, services, or technology outside Oracle's direct control
Non-production and test accounts (Sandbox, Release Preview, Beta, Education, Demo, Developer, debugger)
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
NetSuite CRM
Customer relationship management
CRM
Uptime 99.7%
SLA covered
NetSuite ERP
Enterprise resource planning
ERP
Uptime 99.7%
SLA covered
NetSuite Financials
Financial management
Accounting
Uptime 99.7%
SLA covered
NetSuite SuiteCommerce
E-commerce platform
E-commerce
Uptime 99.7%
SLA covered
NetSuite WMS
Warehouse management
Warehouse Management
Uptime 99.7%
SLA covered
Notes — NetSuite is a Finance & Payments provider. See the official Service Level Commitment at https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf.
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