Service Level Agreements (SLA)
We understand that service interruptions hinder productivity and disrupt your workday. We've set a high bar for service uptime because we believe that you should be able to depend on Slack and run your business worry-free.
- Our Service Level Agreement (SLA) for customers on the Plus plan and above guarantees a 99.99% monthly uptime1
- We’ve designed our SLA to be simple and transparent — based directly on the information we make publicly available on the Slack Status page.
- If we fall short of our 99.99% uptime guarantee, we’ll refund customers on the Plus plan and above 100 times the amount your workspace paid during the period Slack was down.
Service Level Agreements can be chock-full of terminology that is difficult to decipher. We'd like to take the opportunity to explain, in real words, what the details are.
To fairly assess the overall magnitude of downtime for everyone using Slack, "Downtime" is based on two factors: 1) the number of minutes Slack was unavailable, and 2) the percentage of Slack customers that were affected.
We use server monitoring software to monitor when Slack is down — specifically, measuring the server side error rate, looking at results from ping tests, web server tests, TCP port tests, and website tests.
At the end of each month, every individual downtime is added together to give us the entire month’s "Downtime Period."
Note: Calculating downtime can be a complicated exercise, so we aim to keep it as simple and transparent as possible by tying our SLA guarantee to a single monthly uptime number. Downtime doesn’t affect everyone at the same time or in the same way. Slack could be experiencing an outage, but your workspace may be completely unaffected, and vice versa.2
Here are some scenarios that will not be counted towards downtime:
- Slowness with specific features (such as the expansion of link contents, search, etc.)
- Issues related to external apps or caused by third parties specific to your Slack workspace.
- Delays with image uploading, processing, or sharing.
- Network problems external to our systems which are beyond our control, such as bad routing tables between your ISP and our servers.
- "Scheduled Downtime" to complete maintenance.
"Monthly Uptime" is the percentage of total possible minutes Slack was available to you. To calculate this, we subtract the number of downtime minutes from the total possible minutes in a given month. To review the history of our service uptime, visit Slack’s Status page at https://status.slack.com.
Occasionally, we need to perform maintenance to keep Slack working as smoothly as possible. If scheduled downtime is necessary, we'll give you 48 hours advance notice. In a calendar year, there will not be more than 10 hours of scheduled downtime.
If we miss our 99.99% uptime guarantee, we'll refund you 100 times the amount your workspace paid during the period Slack was down, in the form of "Service Credit." Service credit can’t be exchanged for cash. We’ll draw from your credit balance before charging you, when you add new members or reach your renewal date.
Please note, service credits are capped at a maximum of 30 days worth of paid service for your workspace and will expire following the termination of your paid services plan with Slack.
A note about performance issues
Our SLA excludes performance issues:
- Caused by factors outside of our reasonable control
- That resulted from any actions or inactions of you or any third party
- That resulted from your equipment and/or third party equipment (not within the primary control of Slack)
- Arising from our suspension and termination of your right to use Slack in accordance with the Slack Terms of Service.
Questions? Please send us a note — we'd love to help!
1. We purposely made our commitment to the ‘fourth 9’, viz. 99.99% uptime guarantee in contrast to the typical SLAs which tend to offer 99.90%. We believe that extra availability makes a difference: the ‘fourth 9’ is important when your team relies on Slack every day. You need Slack at least 9,999 out of every 10,000 minutes.
2. This means that the service credits added to your account may not match your exact experience: when only a small minority of workspaces are affected, the downtime will average to a lower number and you may receive less than you expected. On the other hand, it also means you’ll receive credits for significant outages even if your workspace felt no impact. If you feel like a particular case was not handled correctly, don’t hesitate to contact us: we aim to please.