Auth0 terms
Read vendor source (opens in a new tab)Plan coverage
Production use of the Auth0 Platform only. Non-production tenants and environments (staging, testing) are excluded, and the credit is forfeit if the customer is in breach of the agreement, including payment obligations.
Uptime & credits
- Recorded target
- 99.99%
- Measurement window
- Calendar month
Service-credit tiers
| Uptime below | Credit rate |
|---|---|
| 99.99% | 5% |
| 99.9% | 10% |
| 99% | 20% |
| 95% | 50% |
Check the source for eligible charges, calculation rules and caps. These rates are not an estimated payout.
Filing deadline
5 business days after the incident ends
Check the conditions below for any earlier support-notification requirement.
Conditions & exclusions
Written request within five business days of the event.
Source wording
To request a Service Level Credit, Customer must contact Okta in writing within five (5) business days of the occurrence of the event giving rise to the credit.
Credits for a month are capped at 50% of that month's subscription fees and do not carry forward.
Source wording
The maximum total credit for failure to meet the Availability Service Level % for any given month will not exceed 50% of the Monthly Subscription Fees. Service Level Credits that would be available but for these limitations will not be carried forward to future months.
Service credits are the customer's only remedy for an availability failure.
Source wording
The rights to Service Level Credits above are Customer’s sole and exclusive remedy for any failure by Okta to meet the Availability commitments related to providing the Auth0 Platform.
No credit if the customer is in breach of the agreement, including payment, when the event occurs.
Source wording
Customer is not entitled to any Service Level Credit if it is in breach of the Agreement (including Customer’s payment obligations) at the time of the occurrence of the event giving rise to the credit.
Evidence to prepare
- Vendor incident source link
Where to file
Vendor support
Auth0's SLA requires only: “Customer must contact Okta in writing within five (5) business days of the occurrence of the event giving rise to the credit.” It names no email address, portal or form.