MongoDB Atlas (all products)
Commitment: 99.995% uptime per calendar month · file by the end of the following month
Applies to — Atlas dedicated clusters at tier M10 or above that have been running at least 24 hours. Serverless and shared tiers (M0–M5) are covered by no SLA at all, and no other MongoDB product is covered.
| Monthly uptime | Service credit |
|---|---|
| below 99.995% | 10% |
| below 99% | 25% |
| below 95% | 100% |
Conditions on a claim
- A support ticket must be opened within 24 hours of first becoming aware of the event — separate from, and much shorter than, the claim deadline.“You must log a support ticket with MongoDB within 24 hours of first becoming aware of an event that impacts service availability.”
- The claim must carry request logs documenting the errors; MongoDB does not produce this evidence for you.“request logs that document the errors and corroborate your claimed outage”
Scheduled maintenance excluded. Terms effective since Jun 23, 2021. Vendor source ↗