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Credit-backed
Publishes an SLA backed by tiered service credits: 99.99% uptime.
Source: official SLA ↗ · checked Jun 2026 · View as JSON
99.99%
Uptime
—
Max credit
—
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support · support.pingidentity.com/s/
Deadline
30 days of incident
Review timeline
30 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
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
PingAccess
API security gateway
Access Management
Uptime 99.99%
SLA covered
PingDirectory
Enterprise directory
Directory
Uptime 99.99%
SLA covered
PingFederate
Enterprise federation
Federation
Uptime 99.99%
SLA covered
PingOne MFA
Cloud MFA
MFA
Uptime 99.99%
SLA covered
PingOne SSO
Cloud single sign-on
SSO
Uptime 99.99%
SLA covered
Notes — Ping Identity is a Security & Identity provider. The 99.99% uptime commitment is published in the official Support Policy (“maintain Uptime Availability for the Service of 99.99%”, Section 1.1(c)). The previous SLA page (legal/sla.html) now returns HTTP 404. The service-credit tier table, maximum credit, claim deadline, and submission process are not published on any public pingidentity.com page (they are referenced as a “Customer’s entitlement to service credits” but the terms live in contractual/login-gated documents), so those fields are unverified and flagged for review.
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