Slack service level agreement

Effective: 20th March 2023

We provide a 99.99% uptime commitment for standalone subscriptions to our Business Plus (Business+) and Enterprise subscriptions, or to our GovGrid subscription (our service level agreement or SLA). If we fall short of our 99.99% uptime commitment and your workspace (or, in the case of Enterprise Grid, your org) is affected, you may request a service credit to your account for future use; provided that, in the event of any downtime of GovGrid, a GovGrid customer may receive a service credit for the GovGrid subscription only and not for any non-GovGrid subscription (e.g. Enterprise Grid).

To review current and historical uptime, visit Slack status.

SLA breakdown

Downtime

Downtime is the overall number of minutes that Slack was unavailable during a calendar quarter (i.e. between 1st January and 31st March and every three-month period thereafter). We calculate unavailability using server monitoring software to measure the server-side error rate, ping test results, web server tests, TCP port tests and website tests.

Downtime excludes the following:

  • Slowness or other performance issues with individual features (link expansions, search, file uploads, workflow runs, etc.);
  • Issues that are related to external apps or third parties, including Slack Connect;
  • Any products or features identified as pilot, alpha, beta or similar;
  • External network or equipment problems outside of our reasonable control, such as bad routing tables between your Internet service provider (ISP) and our server; and
  • Scheduled downtime for maintenance.

Uptime commitment

Uptime is the percentage of total possible minutes that Slack was available during a calendar quarter. Our commitment is to maintain at least 99.99% uptime:

[(total minutes in quarter - downtime) / total minutes in quarter] >99.99%

Scheduled downtime

Sometimes we need to perform maintenance to keep Slack working smoothly. If scheduled downtime is necessary, we’ll give you at least 48 hours’ advance notice. In a year, scheduled downtime won’t exceed 10 hours.

Service credit

If we fall short of our uptime commitment, you may request a credit to each affected account equal to ten times the amount that the workspace (or, as applicable, the org) paid during the period that Slack was down (we call these service credits).

In order to request service credits, you must send an email to sla@salesforce.com with your Slack workspace URL (example: companyname.slack.com). The Slack workspace URL is your workspace name, followed by the slack.com domain (e.g. a1companyltd.slack.com). For more details on how to find your Slack workspace URL, visit our Help Centre.

Claims may be made on a calendar-quarter basis only and must be submitted within 15 calendar days after the end of the applicable quarter, except where a subscription ends on a date other than the last day of a calendar quarter, in which case any claim related to that subscription must be submitted within 15 calendar days after the subscription end date.

All claims will be verified against our system records. If we have a dispute with any period of unavailability claimed by you, we’ll provide you with a record of the availability for the applicable period. We’ll provide such records only in response to claims made by you in good faith.

Service credits:

  • Aren’t refunds;
  • Can’t be exchanged for a cash amount;
  • Are capped at a maximum of 30 days of paid service;
  • Require you to have paid any outstanding invoices; and
  • Expire upon termination of your customer contract.

Service credits are the sole and exclusive remedy for any failure by us to meet our obligations under this SLA.

Note: Downtime doesn’t affect everyone at the same time or in the same way. For example, some accounts may receive service credits during an outage in their region, while other accounts in other regions that have not been similarly affected will not.

Updates

As our business evolves, we may change our service level agreement.