WorkOS SLA
99.99% uptime guarantee (Annual Credits (custom enterprise agreement), Enterprise (custom) plan only)
Official SLA Commitment
Applies to
Annual Credits (custom enterprise agreement), Enterprise (custom) plans only
Scope
Covered Services in Enterprise Tier: Single Sign-On, Directory Sync (IdP→WorkOS SCIM), and Audit Logs
Measurement
Monthly Uptime % = (total minutes − Downtime Period minutes) / total minutes. Downtime = >10% Error Rate (5xx on Valid Requests) for ≥1 minute meeting per-service Request Threshold (SSO: 100, Audit Logs: 250, Directory Sync: 100 valid requests).
Exclusions
Non-production/staging/sandbox; alpha/beta/preview features; customer telecom/IdP failures; force majeure; planned maintenance (≥15 days notice); emergency security maintenance; suspension for ToS/AUP breach; disproportionate load without approval
Not covered
Pay as You Go (usage-based); Standard (free) tier; Scale ($1,000/mo) support tier — no contractual uptime SLA despite changelog noting 99.99% operational availability for SSO/Directory Sync/Audit Logs
Promised vs Measured
SLA Promise
99.99%
≤ 4m downtime/month
Measured (30d)
100.00%
≈ 2m downtime this month
Verdict
Meeting SLA
24h Uptime
99.99%
7d Uptime
100.00%
30d Uptime
100.00%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Pay as You Go | No uptime SLA | Usage-based (per MAU/connection; volume discounts) | — |
| Scale Support | No uptime SLA | $1,000/mo (support tier; not a platform plan) | — |
| Annual Credits / Enterprise | 99.99% | Custom (pre-pay credits + enterprise agreement) |
Source: workos.com/pricing
SLA Credit Policy
Service Credits applied to future Covered Services billing. Customer must notify WorkOS Support within the calendar month following the Downtime with dates/times. Sole remedy for downtime.
| Monthly Uptime | Credit |
|---|---|
| 99.9% – 99.99% | 10% of monthly fee |
| Below 99.9% | 20% of monthly fee |
Credits capped at 20% of monthly fee.
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)WorkOS's SLA | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
2m
Incident Summary (90 days)
Total Incidents
25
Active Now
1
Resolved
24
Avg. Resolution
3h 33m
WorkOS SLA: What You Need to Know
WorkOS guarantees 99.99% uptime measured as covered services in enterprise tier: single sign-on, directory sync (idp→workos scim), and audit logs. This commitment applies exclusively to Annual Credits (custom enterprise agreement), Enterprise (custom) plan customers — other tiers have no contractual uptime guarantee.
Based on DevHelm's continuous monitoring, WorkOS currently shows a 30-day measured uptime of 100.00%. This meets their published SLA commitment of 99.99%.
What's Covered (and What Isn't)
WorkOS's SLA specifically covers covered services in enterprise tier: single sign-on, directory sync (idp→workos scim), and audit logs. It explicitly excludes: Pay as You Go (usage-based); Standard (free) tier; Scale ($1,000/mo) support tier — no contractual uptime SLA despite changelog noting 99.99% operational availability for SSO/Directory Sync/Audit Logs. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 100.00% uptime, you can expect approximately 23m of cumulative downtime per year from WorkOS 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 WorkOS's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 30 seconds. Uptime is calculated as the percentage of time all components report operational status.
