✕
No public SLA
Publishes no enforceable uptime commitment or credit remedy.
Source: vendor terms ↗ · checked Jun 2026 · View as JSON
—
Uptime
—
Max credit
—
Claim window
None
Remedy
Enterprise
Min plan
How to claim
Submission
Salesforce Support · help.salesforce.com/s/?language=en_US
Deadline
30 days of incident
Review timeline
15 business days
Credit applied
Applied to next invoice
Required evidence: Organization ID, Affected services, Incident timestamps, User impact description
Common exclusions
Scheduled maintenance
Force majeure events
Customer configurations
Sandbox environments
Beta/Preview features
Third-party integrations
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Premier
SLA-eligible
30% of license fees · 24/7
Signature
SLA-eligible
Custom · 24/7
Per-service SLAs · 6
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Sales Cloud
Sales automation and CRM
CRM
Uptime —
SLA covered
Service Cloud
Customer service platform
Customer Service
Uptime —
SLA covered
Marketing Cloud
Digital marketing platform
Marketing
Uptime —
SLA covered
Commerce Cloud
E-commerce platform
E-commerce
Uptime —
SLA covered
Salesforce Platform
Application development platform
PaaS
Uptime —
SLA covered
Heroku
Cloud application platform
PaaS
Uptime —
SLA covered
Notes — Salesforce is a CRM & Marketing provider. See the official SLA at https://www.salesforce.com/company/legal/agreements/.
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