SaaS SLA Service Credit Calculator
Total business-hours downtime vs. SLA uptime threshold, with service-credit estimate.
These calculators are for informational purposes only and do not constitute legal, financial, or professional advice.
How the SaaS SLA Service Credit Calculator works
The SaaS SLA Service Credit Calculator takes an outage start and end timestamp, your SLA uptime target, and your working hours and workweek, and computes business-hours downtime against the total business hours in the calendar month the outage started in — then reports measured uptime, the downtime allowed at your target, and an estimated service credit if the month came in below target.
Everything is measured in business hours, not calendar hours, and against the calendar month containing the outage — not a rolling window and not the full duration of a multi-month incident in one pass. If your actual SLA promises 24/7 availability rather than business-hours availability, or measures over a different period, the percentages here won't match your contract's number; the calculation is built around the business-hours, per-calendar-month convention many SaaS SLAs use, and you should confirm yours matches before relying on the result.
If an outage runs past the end of the month, this tool clips its calculation to that month and flags the remainder so you can run it again as a separate calculation for the following month — the two periods are not merged into one uptime figure.
Worked example
A 9am–5pm, Monday–Friday support window with a 99.9% target and an outage running from 2pm to 6pm on a Wednesday: only the portion inside business hours (2pm–5pm, three hours) counts as downtime, even though the outage technically continued to 6pm. That three hours is measured against the total business hours in that calendar month to produce the uptime percentage — and if the resulting figure falls under 99.9%, the tool estimates a service credit as a percentage of the monthly fee.
Frequently asked questions
Does this measure downtime against all 24 hours or only business hours?
Only business hours — the working window and workweek you configure. If your SLA promises availability around the clock rather than during business hours only, this calculation will understate the real breach; confirm which convention your contract actually uses.
What measurement period does the uptime percentage use?
The calendar month containing the start of the outage. If the outage continues into the next month, that portion is not included here — the tool flags it so you can run a separate calculation for the following month.
Is the service credit estimate exact?
It applies a flat percentage of the monthly fee once uptime falls below target, which matches many simple SLA clauses. Some contracts instead tier the credit by how far below target the month fell — check your actual SLA for which structure applies before treating the estimate as final.