Neon SLA
99.95% uptime guarantee (Scale, Business (enterprise; SLA page still references Business alongside Scale) plan only)
Official SLA Commitment
Applies to
Scale, Business (enterprise; SLA page still references Business alongside Scale) plans only
Scope
Availability of Compute Endpoints only (PostgreSQL compute instances clients connect to via hostname)
Measurement
Monthly uptime per Compute Endpoint: minute unavailable if all continuous connection attempts within that minute fail; partial minutes excluded
Exclusions
Force majeure, third-party cloud platform failures, customer misconfiguration or misuse, scheduled maintenance (≥24h notice), emergency maintenance, hacking/virus attacks, Technical Preview features, storage/APIs/console/other platform components
Not covered
Free and Launch plans; storage layer, Console API, branching operations, auth, and all non-Compute-Endpoint platform components
Promised vs Measured
SLA Promise
99.95%
≤ 22m downtime/month
Measured (30d)
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Collecting data…
Verdict
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24h Uptime
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7d Uptime
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30d Uptime
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Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Free | No uptime SLA | $0/mo | — |
| Launch | No uptime SLA | Pay-as-you-go ($0.106/CU-hour, no monthly minimum) | — |
| Scale | 99.95% | Pay-as-you-go ($0.222/CU-hour, no monthly minimum) | |
| Enterprise | 99.95% | Custom |
Source: neon.com/pricing
SLA Credit Policy
Service credits apply only against future payments (or at Neon's discretion to the card used). Credits are the sole remedy. Log support ticket within 24h of awareness; submit full claim by end of month following the downtime month; processed within 45 days.
| Monthly Uptime | Credit |
|---|---|
| < 99.95% but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 98.0% | 15% of monthly fee |
| < 98.0% but ≥ 96.0% | 20% of monthly fee |
| < 96.0% | 80% of monthly fee |
Credits capped at 80% of monthly fee. Must be claimed within 1 days. Applied within 45 days of approval.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines) | 43m 12s | |||
| 99.95%Neon's SLA | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
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Last 7 days
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Last 30 days
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Incident Summary (90 days)
Total Incidents
0
Active Now
0
Resolved
0
Avg. Resolution
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Neon SLA: What You Need to Know
Neon guarantees 99.95% uptime measured as availability of compute endpoints only (postgresql compute instances clients connect to via hostname). This commitment applies exclusively to Scale, Business (enterprise; SLA page still references Business alongside Scale) plan customers — other tiers have no contractual uptime guarantee.
Based on DevHelm's continuous monitoring, Neon currently shows a 30-day measured uptime of —. Uptime data is still being collected for a complete assessment.
What's Covered (and What Isn't)
Neon's SLA specifically covers availability of compute endpoints only (postgresql compute instances clients connect to via hostname). It explicitly excludes: Free and Launch plans; storage layer, Console API, branching operations, auth, and all non-Compute-Endpoint platform components. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
Once sufficient monitoring data is collected, this section will show projected annual downtime. 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 Neon'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.
