Coralogix Uptime SLA

Last updated: January 2026

SLA TERMS 

1. Except for terms defined herein, capitalized terms used and not defined herein shall have the meanings as set forth in the Coralogix Master Subscription Terms (“Terms”).

2. Service Commitment

  1. During the term of the Subscription Period, Coralogix will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage on a twenty-four hour a day, seven days a week (24×7) basis at a rate of 99.9% (Service Commitment).
  2. If the Service Commitment is not met, the Customer will be eligible to receive a Service Credit to be applied as described below, provided that such eligibility shall not apply to Customers under a Pay-as-you-Go plan, to Beta Services, or to Services provided on a trial, evaluation, or free-of-charge basis. The Service Credits described herein shall constitute the Customer’s sole and exclusive remedy for any Downtime Events, except as expressly set forth in Section 5 (Termination for Chronic Failure).

3. Definitions

  1. “Downtime Event” means the time in which a Coralogix Service is unavailable to the Customer as measured and determined solely by Coralogix and made available at the status page. Downtime Events shall exclude: (i) planned downtime events announced in-advance by Coralogix on its status page, including without limitation, for periodic upgrade and scheduled routine maintenance; and/or (ii) any time where Coralogix is awaiting information from the Customer or awaiting Customer confirmation that the Service has been restored. 
  2. “Downtime Period” means the number of minutes in a calendar month during which Coralogix’s Service is unavailable to the Customer due to Downtime Event(s).
  3. “Monthly Uptime Percentage” means the total number of minutes in a calendar month minus the Downtime Period, divided by the total number of minutes in a calendar month. The status of the Monthly Uptime Percentage is available at Coralogix’s status page which can be subscribed to by the Customer to receive important notifications regarding planned downtime, maintenance etc.
  4. “Service Credits” mean monetary credit due to the Customer as a result of Downtime Period during a specific month, which will be deducted by Coralogix from Customer’s next billing cycle/invoice for future use of the Services, or by refund in case of advance payment as detailed in the following table: 
Service Credit per Monthly Uptime Percentage
Between 99.0% – 99.9% the credit shall be 10% from the Customer monthly charge. The 10% credit is calculated based on the Customer’s monthly charge and applies to the Services provided during the Downtime Period month.
Below 99.0% the credit shall be 30% from the Customer monthly charge. The 30% credit is calculated based on the Customer’s monthly charge and applies to the Services provided during the Downtime Period month

4. Service Credit Eligibility

  1. If the Monthly Uptime Percentage is less than 99.9%, then the Customer will be eligible to receive a Service Credit as detailed in the table above.
  2. In order to receive any of the Service Credits described above, the Customer must notify Coralogix’s technical support team within thirty (30) days from the time on which the Customer becomes eligible to receive Service Credits. Failure to comply with this requirement will forfeit such Customer’s right to receive Service Credits.
  3. Maximum Service Credits The aggregate maximum number of Service Credits to be issued by Coralogix to Customer for any and all Downtime Periods that occur in a single calendar month shall not exceed 30% of the amount due by Customer for the Services provided to it during the applicable month. 

5. Termination for Chronic Failure. If Coralogix Service Uptime is less than 97.5% in 2 consecutive months or 3 months out of any 12-month period, such event will be considered a material breach and Customer will have the right to Terminate the Agreement or applicable Order Form in accordance with provisions the Terms.

6. THE CUSTOMER HEREBY ACKNOWLEDGES AND AGREES THAT ITS RIGHT TO RECEIVE SERVICE CREDITS AS SPECIFIED ABOVE AND TERMINATION FOR CHRONIC FAILURE CONSTITUTES ITS SOLE AND EXCLUSIVE REMEDY FOR ANY DOWNTIME EVENTS.

7. SLA EXCLUSIONS

THIS SLA DOES NOT APPLY TO ANY DOWNTIME EVENTS THAT (A) ARE EXPLICITLY EXCLUDED UNDER THIS SLA OR THE TERMS; OR (B) ARE CAUSED DUE TO FAILURE OF CUSTOMERS TO ACCESS THE INTERNET, OR TELECOMMUNICATIONS NETWORK REQUIRED FOR THE PROPER FUNCTIONING OF SERVICES, OR ANY SHORTAGE OF POWER; OR (C) RESULTED FROM CUSTOMER HARDWARE OR SOFTWARE INCOMPATIBLE WITH THE SERVICE; OR (D) RESULTED FROM DOWNTIME OF THE HOSTING PROVIDER OR WAF PROVIDER; OR (E) RESULTED FROM NON-COMPLIANCE OF THE CUSTOMER WITH SERVICES’ DOCUMENTATION; OR (F) CAUSED DUE TO MAINTENANCE OF CUSTOMER’S SYSTEMS AFFECTING THE OPERATION OF THE SERVICES; AND (G) RESULTED FROM CIRCUMSTANCES BEYOND CORALOGIX OR ITS HOSTING PROVIDER’S REASONABLE CONTROL INCLUDING, BUT NOT LIMITED TO ON ACCOUNT OF STRIKES, SHORTAGES, RIOTS, INSURRECTION, FIRES, FLOOD, STORMS, EXPLOSIONS, ACTS OF GOD, WAR, EPIDEMIC/ENDEMIC, GOVERNMENT OR QUASI-GOVERNMENTAL AUTHORITIES’ ACTIONS, ACTS OF TERRORISM, EARTHQUAKES, OR POWER OUTAGES. 

8. Customer Support

  1. Customer may contact Customer Support via email support@coralogix.com or In-App Support Chat, in accordance with Coralogix’s Support Policy which may be amended from time to time.
  2. Coralogix will respond to support requests within 5 minutes and shall resolve incidents in accordance Support Policy timeframes.