Stack Overflow Business includes a 99.5% Uptime Guarantee as part of your Service Level Agreement (SLA).
"Quarterly Uptime" is used for the purpose of determining whether service level credits are available; and means the percentage of total possible minutes in a given quarter that Stack Overflow was available, calculated as follows:
|(||Total Possible Minutes in Quarter||)||/||Total Possible Minutes in Quarter||=||Quarterly Uptime|
|–||Downtime Minutes in Quarter|
"Downtime" is defined as periods of time, exceeding five consecutive minutes, in which stackoverflow.com is generally unavailable to most users due to issues within our control and outside of scheduled maintenance periods.
While we take steps to minimize downtime, such as hosting from multiple locations connected to different parts of the internet backbone, occasionally there will be service interruptions that are beyond our control and do not constitute Downtime for the purposes of this SLA, including:
- Issues specific to your team.
- Slowness or faults with a specific feature (such as search, voting, etc).
- Delays with uploading or processing files.
- External network problems outside of our control, such as bad routing tables between your internet service provider (ISP) and our servers.
- "Scheduled Downtime" for maintenance.
- Other Acts of God or Force Majeure events.
Once per quarter, Customers may request a report detailing availability levels for the previous quarter.
While most of our work on Stack Overflow happens silently, occasionally we will need to perform maintenance that requires scheduled downtime. If scheduled downtime for maintenance is necessary, we'll give your Team Admins at least 24 hours advance notice via on-site notices or emails. Generally speaking, scheduled downtime won’t exceed 12 hours each calendar year.
If we don’t meet our Uptime Guarantee for any given quarter, we'll give you Service Credits. For Downtime that causes stackoverflow.com to fall below the Guaranteed Uptime, Service Credits will be available as follows: equal to 24 times the amount you paid during the time stackoverflow.com was unavailable beyond the minimum Guaranteed Uptime. Once granted, these credits will be added to your account balance and credited against your next bill.
To receive the Service Credits, you must submit a credit request detailing the outage.
The credit request must be made within 30 days of the end of the quarter during which the outage occurred and credit requests will not be honored if the respective deadline has passed. Once the respective deadline passes, you have waived the ability to claim a refund for the qualified credit.
To receive a refund, you must submit a completed credit request to email@example.com. To be eligible, the credit request must:
- Be sent by one of the Admins on your team.
- Be received by us within 30 days of the end of the quarter in which the incident occurred.
- Include "Credit Request" in the subject line.
- Include the date(s) and time(s) of the outage.
- Include the numbers of any tickets you submitted in relation to the outage.
Service Credits are limited to 30 days of paid service, per quarter. Service Credits are Customer's only remedy for any failure by Stack Overflow to meet any Uptime.
The terms and details of this Service Level Agreement are subject to change without notice and are effective as of April 2019. Any changes to the SLA will be reflected on this page.