MongoDB Atlas terms
Read vendor source (opens in a new tab)Plan coverage
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.
Uptime & credits
- Recorded target
- 99.995%
- Measurement window
- Calendar month
Service-credit tiers
| Uptime below | Credit rate |
|---|---|
| 99.995% | 10% |
| 99% | 25% |
| 95% | 100% |
Check the source for eligible charges, calculation rules and caps. These rates are not an estimated payout.
Filing deadline
End of the following month
Confirm the applicable billing or calendar month in the source. Earlier support-notification requirements may also apply.
Conditions & exclusions
A support ticket must be opened within 24 hours of first becoming aware of the event. This notification deadline is separate from the later claim deadline.
Source wording
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.
Source wording
request logs that document the errors and corroborate your claimed outage
- Scheduled maintenance is excluded in this record.
Evidence to prepare
- Vendor incident source link
Where to file
Vendor support
MongoDB Atlas requires: “You must log a support ticket with MongoDB within 24 hours of first becoming aware of an event that impacts service availability.” It names no portal URL or email address.