Service Level Agreement

Effective: August 15, 2019

Slack provides a 99.99% Uptime commitment for customers on the Plus plan and above (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, we’ll apply a Service Credit to your account for future use.

To review current and historical Uptime, visit Slack Status.

SLA breakdown

Downtime

Downtime is the overall number of minutes Slack was unavailable during a Slack fiscal quarter (i.e., February 1 through April 30 and every three month period thereafter). Slack calculates 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, etc.)
  • Issues that are related to external apps or third parties, including shared channels
  • 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
  • Scheduled Downtime for maintenance

Uptime Commitment

Uptime is the percentage of total possible minutes Slack was available during a fiscal 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 Credits

If we fall short of our Uptime commitment, we’ll apply 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).

Service Credits are not refunds, cannot be exchanged into 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 Slack to meet its 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. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.