Vendor SLA directory / GitHub Enterprise Cloud
GitHub Enterprise Cloud SLA credits: tiers, downtime and the claim deadline
The clauses below are quoted word for word from the GitHub Online Services SLA (dated 1 June 2026, last checked 13 November 2026). The summary cards and the downtime minutes are this site's reading and arithmetic. GitHub decides every claim, and a credit lowers a later bill or adds days of service; it is not cash. Not legal advice.
Applies to GitHub Enterprise Cloud paid accounts (uptime measured per calendar quarter). Customers who purchased through Microsoft submit requests via a Microsoft support ticket.
Credit tiers & minimum downtime minutes
The minutes below assume every user is affected. If only half your users are down, the minutes double.
Swipe sideways to see every column.
| SLA uptime tier | Service credit | 90-day quarter (Q1) | 91-day quarter (Q2 / leap Q1) | 92-day quarter (Q3 / Q4) |
|---|---|---|---|---|
| Uptime below 99.9% “99.5% <= Uptime < 99.9%” | 5% of fee | 130 min (2h 10m) | 132 min (2h 12m) | 133 min (2h 13m) |
| Uptime below 99.5% “99.0% <= Uptime < 99.5%” | 10% of fee | 649 min (10h 49m) | 656 min (10h 56m) | 663 min (11h 3m) |
| Uptime below 99% “Uptime < 99.0%” | 25% of fee | 1,297 min (21h 37m) | 1,311 min (21h 51m) | 1,325 min (22h 5m) |
Total-minutes formula over calendar quarter (90 to 92 days) (132,480 minutes in a 92-day quarter). Uptime is truncated to 4 decimals and compared below each threshold.
Covered GitHub Enterprise Cloud services
- git Operations
- Issues
- Pages
- Pull Requests
- Webhooks
- API requests
Who cannot claim & what is excluded
- Previews or purchases made with a subscription credit
- Not covered.
- Rate limits, performance degradation, or latency without unavailability
- Not covered.
- Factors outside GitHub's reasonable control, including external network failures
- Not covered.
- Third-party software, hardware, or inadequate bandwidth
- Not covered.
- Throttling of suspected abuse or compromised accounts
- Not covered.
Verbatim clauses from the agreement
Every quotation below is reproduced word-for-word from GitHub Online Services SLA (dated 1 June 2026, last checked 13 November 2026).
Uptime & availability formula
“Uptime” means the percentage a Service was available out of the total possible availability for the Service in a calendar quarter. Uptime is calculated using the formula specified for each Service below.
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
“GitHub commits to maintain at least 99.9% Uptime for the applicable GitHub service.”
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
“Applicable Period” means the calendar quarter in which a Service Credit is owed.
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
Downtime definition
“Downtime” is a period of time where either (i) the error rate exceeds five percent (5%) in a given minute for a Service feature or (ii) the Service was unavailable as determined by a combination of GitHub’s internal and external monitoring systems.
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
“In addition to these Service-specific definitions, Downtime does not include Scheduled Downtime, and Downtime does not include unavailability of a Service due to limitations or exclusions identified in Section 4 (“Limitations and Exclusions”).”
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
“Scheduled Downtime” means periods of Downtime related to network, hardware, or Service maintenance or upgrades. We will publish notice or notify you at least five (5) days prior to the commencement of such Downtime, unless a bona fide emergency prevents us from doing so.
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
Service credit terms & caps
“Service Credit” is the percentage of the Applicable Service Fees credited to Customer following GitHub’s claim approval.
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
“Applicable Service Fees” means the total fees paid by Customer for a Service that are applied to the Applicable Period in which a Service Credit is owed.
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
“Service Credits may be in the form of a refund or a credit to Customer’s account. Service Credits cannot be exchanged into cash, and are limited to a maximum of ninety (90) days of paid service per calendar quarter. Customer must have paid all outstanding invoices to receive Service Credits. Service Credits expire upon termination of Customer’s agreement with GitHub.”
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
Claim filing deadline
“Customer may redeem Service Credits only upon written request within thirty (30) days of the end of the Applicable Period. Written requests for Service Credits should be sent either (a) to GitHub Support if Customer purchases directly from GitHub, or (b) through a Microsoft support ticket if Customer purchases SLA-covered Services through Microsoft.”
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
Reseller & partner filing rule
“Written requests for Service Credits should be sent either (a) to GitHub Support if Customer purchases directly from GitHub, or (b) through a Microsoft support ticket if Customer purchases SLA-covered Services through Microsoft.”
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
Covered services clause
“Service Feature” is one of the following components of GitHub Enterprise Cloud: git Operations, Issues, Pages, Pull Requests, Webhooks, and API requests to these components.
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
Exclusions & eligibility clauses
“B. For a Preview, or a purchase made with a subscription credit;”
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
“J. That result from rate limits, performance degradation, or other latency issues without actual service unavailability (except for services which explicitly include a performance-based Service Level); or”
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
“A. Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at your site or between your site and our data center);”
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
“C. That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;”
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
“I. That result from our throttling of suspected abusive behavior or hacked accounts;”
GitHub Online Services SLA, dated 1 June 2026, last checked 13 November 2026.
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