Promised uptime vs actual

Vendors35Services99

35 vendors · 99 services

Elastic SLA

Data · 2 of 2 services with an SLA · up to 99.95% · checked 47d ago

Official SLACompare

Services

Missed its SLA99.95%
Elastic Cloud Hosted (formerly Elasticsearch Service)
Elastic promises 99.95% uptime, with a 10% credit when it misses; its status page showed 3.1 d of major outage in the last year.
Observed 99.157% over 365 days
Missed its SLA99.95%
Elastic Cloud Serverless
Elastic promises 99.95% uptime, with a 10% credit when it misses; its status page showed 3.1 d of major outage in the last year.
Observed 99.157% over 365 days

Latest incidents

Status page
DegradedNov 4, 2026
mOLTP PrivateLink connectivity issue
A partial outage or slowdown for 13 h, not counted as downtime.
5 days ago
DegradedOct 23, 2026
Elastic Support Portal is unavailable
A partial outage or slowdown for 2.5 h, not counted as downtime.
2 weeks ago
DegradedOct 22, 2026
403 error when trying to access Autoops in newly created serverless projects
A partial outage or slowdown for 9.5 h, not counted as downtime.
2 weeks ago
DegradedOct 20, 2026
Elastic Cloud scaling issues in Azure
A partial outage or slowdown for 7 h, not counted as downtime.
2 weeks ago
DegradedOct 20, 2026
Degraded availability for some Elastic Cloud Hosted and Serverless deployments in GCP europe-west2 (London)
A partial outage or slowdown for 15 h, not counted as downtime.
2 weeks ago
DegradedOct 8, 2026
Delayed or Unavailable project operation in GCP us-central1
A partial outage or slowdown on us-central1 for 8.2 h, not counted as downtime.
4 weeks ago
DegradedOct 6, 2026
Delayed Serverless Metrics in Azure UAE North region
A partial outage or slowdown on Azure Infrastructure Health for 3.8 h, not counted as downtime.
4 weeks ago
DegradedSep 23, 2026
Degraded Performance: Cloud Provisioning Delays
A partial outage or slowdown for 2 h, not counted as downtime.
6 weeks ago
DegradedSep 17, 2026
AutoOps node metrics temporarily unavailable in some regions
A partial outage or slowdown for 41 min, not counted as downtime.
7 weeks ago
DegradedSep 16, 2026
Elastic Support Portal unavailable
A partial outage or slowdown for 2.4 h, not counted as downtime.
7 weeks ago
DegradedSep 12, 2026
Delayed Metrics in Cloud Console - GCP us-east4
A partial outage or slowdown for 8.4 h, not counted as downtime.
8 weeks ago
DegradedSep 10, 2026
Kibana access restored for UI-assigned Organization Owners on Hosted deployments
A partial outage or slowdown for 21 h, not counted as downtime.
2 months ago

Support response times

Plans
Fastest n/a
Standard (Cloud Limited Support)
All: No guaranteed response time; strives to engage within three business days (Mon-Fri only)
Fastest n/a
Gold (Base support level)
Severity Level 1: 4 Business Hours · Severity Level 2: 1 Business Day · Severity Level 3: 2 Business Days
Fastest 1 h
Platinum (Enhanced support level)
Severity Level 1: 1 hour · Severity Level 2: 4 Business Hours · Severity Level 3: 1 Business Day
Fastest 30 min
Enterprise / Private (Premium support level)
Severity Level 1: 30 Minutes · Severity Level 2: 4 Business Hours · Severity Level 3: 1 Business Day
About Elastic

The requested URL elastic.co/agreements/cloud-sla returns 404. The Cloud Services Subscription Agreement (effective March 5, 2026, s.4.4) points to elastic.co/agreements/reseller/customer_terms/, which links separate SLA PDFs for Hosted and Serverless (both dated September 12, 2025). Elastic says previous versions are available from legal@elastic.co, so no change history was captured. Support policy for Gold/Platinum/Enterprise/Private is effective September 7, 2026 and has three severity levels. Business Hours are 8:00 a.m.-6:00 p.m. on Business Days. The policy table lists hours of operation as '24x7x365' and 'Business Hours in the time zone applicable...' without a clear column mapping, so hours per tier are not recorded. Prices are not published on these pages.

Elastic is a Dutch-American software company that provides a platform for enterprise search, observability, and cybersecurity. Its product enables users to search and analyze large-scale data, monitor system performance, and detect anomalies. Source

Highest commitment: Elastic Cloud Hosted (formerly Elasticsearch Service), 99.95% (Platinum or Enterprise, High Availability deployment).

Promise vs reality, last year

Promised in the SLAObserved on the vendor's status pagePartial historyShortfall
Status history
Status history since Sep 22, 2025
Weighted uptime
All incidents, weighted: 99.896% · Downtime
Status page
status.elastic.co/
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