GitHub Enterprise Cloud SLA Credits

What is GitHub Enterprise Cloud's SLA uptime guarantee? GitHub Enterprise Cloud guarantees 99.9% quarterly uptime, measured on a quarterly rather than monthly cycle, which differs from most cloud provider SLAs. This means downtime is evaluated over a three-month window. If quarterly uptime falls between 99.0% and 99.9%, customers receive a 10% credit. If uptime falls below 99.0%, credits are calculated at 25 times the monthly charge for time exceeding the SLA breach. Credits are capped at 90 days of paid service per calendar quarter.

How do I claim service credits for GitHub Enterprise downtime? GitHub SLA credit claims must be submitted in writing to GitHub within 30 days of the end of the calendar quarter in which the SLA was not met. The claim must include proof of the uptime failure, typically demonstrated through GitHub's own status page history combined with your organization's access logs showing the disruption. Because GitHub uses a quarterly measurement cycle, incidents that appear minor in isolation may accumulate to trigger a credit when viewed across the full quarter.