Auth0 (all products)
Commitment: 99.99% uptime per calendar month · file within 5 business days from the incident
Applies to — 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.
| Monthly uptime | Service credit |
|---|---|
| below 99.99% | 5% |
| below 99.9% | 10% |
| below 99% | 20% |
| below 95% | 50% |
Conditions on a claim
- Written request within five business days of the event.“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.“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.“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.“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.”
Terms effective since Feb 1, 2022. Vendor source ↗