--- title: ZITADEL Cloud Service Level Agreement (SLA) description: An overview of ZITADEL Cloud's service levels, outlining uptime guarantees, financial credits for non-compliance, and key responsibilities. --- [Skip to content](https://help.zitadel.com/zitadel-cloud-service-level-agreement-sla#main-content) [![zitadel-logo\_text-dark (1)](https://help.zitadel.com/hs-fs/hubfs/zitadel-logo_text-dark%20(1).png?width=210&height=60&name=zitadel-logo_text-dark%20(1).png)](https://help.zitadel.com/?hsLang=en) Open main navigation Close main navigation - [Documentation](https://zitadel.com/docs) [Documentation](https://zitadel.com/docs) How can we help you? - There are no suggestions because the search field is empty. 1. [ZITADEL Knowledge Base](https://help.zitadel.com/?hsLang=en) 2. [Getting Started](https://help.zitadel.com/getting-started?hsLang=en) August 25, 2025 # ZITADEL Cloud Service Level Agreement (SLA) ## An overview of ZITADEL Cloud's service levels, outlining uptime guarantees, financial credits for non-compliance, and key responsibilities. This document defines the service levels for **ZITADEL Cloud**, a fully managed service of the ZITADEL software. It is an annex to the [Framework Agreement](https://zitadel.com/docs/legal/terms-of-service). Our **Monthly Uptime Percentage** is calculated based on the minutes our Core Services are Available and successfully responding to customer requests. Downtime is defined as periods when these core services are unavailable, excluding planned maintenance and other specified events. Our core services include the Authentication, OIDC, and SAML API endpoints, as well as the Login Service and Identity Brokering Service. We guarantee a minimum Monthly Uptime Percentage, which varies based on your subscription plan (Default: 99.50%, Extended SLA: 99.95%). If we fail to meet this guarantee, you may be eligible for a **Financial Credit** that is a percentage of your monthly subscription fee. This credit is the sole remedy for any breach of this SLA. To receive it, you must notify our support team within 30 days of the breach and provide proof of the failed requests. The SLA is only applicable to organizations with an eligible subscription plan and does not apply if you are in breach of the agreement at the time the issue occurred. **Reference:** [Service level description for ZITADEL Cloud](https://zitadel.com/docs/legal/service-description/service-level-description) - [Getting Started](https://help.zitadel.com/getting-started?hsLang=en) - [User Management](https://help.zitadel.com/user-management?hsLang=en) - [Authentication & Login](https://help.zitadel.com/authentication-login?hsLang=en) - [Security & Compliance](https://help.zitadel.com/security-compliance?hsLang=en) - [Troubleshooting](https://help.zitadel.com/troubleshooting?hsLang=en) - [Account & Subscription](https://help.zitadel.com/account-subscription?hsLang=en#main-content) - [Support](https://help.zitadel.com/account-subscription?hsLang=en#support) - [Billing (Pro)](https://help.zitadel.com/account-subscription?hsLang=en#billing-pro) - [Billing (Enterprise)](https://help.zitadel.com/account-subscription?hsLang=en#billing-enterprise) - [Zitadel Cloud Account](https://help.zitadel.com/account-subscription?hsLang=en#zitadel-cloud-account) - [Service Description](https://help.zitadel.com/account-subscription?hsLang=en#service-description) - [Default Settings](https://help.zitadel.com/default-settings?hsLang=en#main-content) - [Web Keys](https://help.zitadel.com/default-settings?hsLang=en#web-keys) - [Self-Hosting](https://help.zitadel.com/self-hosting?hsLang=en) [![zitadel-logo\_text-dark](https://help.zitadel.com/hs-fs/hubfs/zitadel-logo_text-dark.png?width=210&height=60&name=zitadel-logo_text-dark.png "zitadel-logo_text-dark")](http://zitadel.com) 1 Embarcadero Center, Suite 1200 San Francisco, CA 94111 Copyright © 2025 All rights reserved.