Service Level Agreements (Archived)

Effective: June 14, 2024

To review current and historical Uptime, visit Slack Status.

SLA breakdown

Downtime

Downtime is the overall number of minutes Slack was unavailable during a calendar quarter (i.e., January 1 through March 31 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.

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 Credits

If we fall short of our uptime commitment, you may request a credit to each affected account equal to 10 times the amount that the workspace (or, as applicable, org) paid during the period 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) and Team ID. The Slack Workspace URL is your workspace name, followed by the slack.com domain (ex. acmeinc.slack.com). For more details on how to find your Slack Workspace URL, visit our Help Center. To find your Team ID, launch Slack in your browser via https://app.slack.com and select a Slack Workspace. The Team ID will appear after https://app.slack.com/client/ (Team ID begins with an E or a T).

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 to you 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.