Ably SLA
99.999% uptime guarantee (PAYG (pay-as-you-go paid), Standard Committed Use, Enterprise Committed Use plan only)
Official SLA Commitment
Applies to
PAYG (pay-as-you-go paid), Standard Committed Use, Enterprise Committed Use plans only
Scope
General availability of the Ably Solution — channels, APIs, connections, and messages with no outages
Measurement
Uptime = intended functionality available with no outages. Outage = channel, API, connection, or message outage. Service credits use formula based on outage minutes, affected-customer ratio (min 0.4% threshold, min 5% for longer outages), and SLA accelerator multiplier.
Exclusions
Scheduled downtime; third-party network/internet failures; customer equipment or Other Applications; force majeure; agreement suspension/termination; legally required suspension
Not covered
Free package (no SLA); Evaluation Trial; Standard/Pro self-serve packages (marketing lists 'Uptime SLO' only — contractual SLA requires committed-use Order per Support Policy Table A)
Promised vs Measured
SLA Promise
99.999%
≤ < 1m downtime/month
Measured (30d)
100.00%
≈ < 1m downtime this month
Verdict
Meeting SLA
24h Uptime
100.00%
7d Uptime
100.00%
30d Uptime
100.00%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Free | No uptime SLA | $0 | — |
| Standard | No uptime SLA | $29/mo + usage (Uptime SLO on marketing page; 99.999% SLA on Standard Committed Use per legal addendum) | — |
| Pro | No uptime SLA | $399/mo + usage (Uptime SLO on marketing page) | — |
| Enterprise | 99.999% | Custom (99.999% uptime SLA, up to 100× rebate accelerator) | |
| PAYG | 99.999% | Usage-based (10× SLA accelerator per addendum) |
Source: ably.com/pricing
SLA Credit Policy
Formula-based monetary credits against next month's subscription fees. Max 100% of monthly fee per month. SLA accelerator: PAYG 10×, Standard Committed 25×, Enterprise Committed 100×. Complete outage if affected-customer ratio ≥20%.
| Monthly Uptime | Credit |
|---|---|
| Any qualifying outage (formula-driven) | Illustrative: 8hr outage on Enterprise ≈ 100% credit; 48hr on Standard Committed ≈ 100% |
| Legacy ToS schedule (Jan 2023 PDF, superseded for committed plans) | ≥99.9%: none; 97.0–99.899%: 5%; 95.0–96.999%: 10%; 92.0–94.999%: 20%; <91.999%: 30% |
Credits capped at 100% of monthly fee. Must be claimed within 30 days.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines) | 43m 12s | |||
| 99.95% | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines)Ably's SLA | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
< 1m
Incident Summary (90 days)
Total Incidents
6
Active Now
0
Resolved
6
Avg. Resolution
29m
Ably SLA: What You Need to Know
Ably guarantees 99.999% uptime measured as general availability of the ably solution — channels, apis, connections, and messages with no outages. This commitment applies exclusively to PAYG (pay-as-you-go paid), Standard Committed Use, Enterprise Committed Use plan customers — other tiers have no contractual uptime guarantee.
Based on DevHelm's continuous monitoring, Ably currently shows a 30-day measured uptime of 100.00%. This meets their published SLA commitment of 99.999%.
What's Covered (and What Isn't)
Ably's SLA specifically covers general availability of the ably solution — channels, apis, connections, and messages with no outages. It explicitly excludes: Free package (no SLA); Evaluation Trial; Standard/Pro self-serve packages (marketing lists 'Uptime SLO' only — contractual SLA requires committed-use Order per Support Policy Table A). This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 100.00% uptime, you can expect approximately < 1m of cumulative downtime per year from Ably alone. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks Ably's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 5 minutes. Uptime is calculated as the percentage of time all components report operational status.
