Elastic SLA
Data · 2 of 2 services with an SLA · up to 99.95% · checked 26h ago
Services
Latest incidents
Status page- Degraded Performance: Cloud Provisioning DelaysDegradedSep 23, 2026 · 2 h
- AutoOps node metrics temporarily unavailable in some regionsDegradedSep 17, 2026 · 41 min
- Elastic Support Portal unavailableDegradedSep 16, 2026 · 2.4 h
- Delayed Metrics in Cloud Console - GCP us-east4DegradedSep 12, 2026 · 8.4 h
- Kibana access restored for UI-assigned Organization Owners on Hosted deploymentsDegradedSep 10, 2026 · 21 h
- Elastic Agent enrollment/check-in failures on 9.5.3 (and 9.4.6) with Fleet remote Elasticsearch outputDegradedSep 9, 2026 · 72 h counted, ran 7.6 d
- Elevated Error Rates for Specific Models Impacting Elastic Inference Service in EU RegionsDegradedSep 2, 2026 · 0 min
- Issue impacting services running in GCP us-central1us-central1DegradedSep 1, 2026 · 4.8 h
- Replication bug causing slow recoveriesElastic Cloud HostedDegradedSep 1, 2026 · Open counted, ran 23 d
- [RESOLVED - 2026-08-26] APM endpoints for serverless projects not availableDegradedAug 27, 2026 · 82 min
- Elevated Error Rates Affecting Managed OTLPMinorAug 20, 2026 · 1.9 h
- Issue when creating Serverless projects in Azure eastus regionElastic Cloud ServerlessDegradedAug 20, 2026 · 3.6 h
Support response times
Plans- Standard (Cloud Limited Support)n/aAll: No guaranteed response time; strives to engage within three business days (Mon-Fri only)
- Gold (Base support level)n/aSeverity Level 1: 4 Business Hours · Severity Level 2: 1 Business Day · Severity Level 3: 2 Business Days
- Platinum (Enhanced support level)1 hSeverity Level 1: 1 hour · Severity Level 2: 4 Business Hours · Severity Level 3: 1 Business Day
- Enterprise / Private (Premium support level)30 minSeverity 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
- Status history
- Status history since Sep 22, 2025
- Weighted uptime
- All incidents, weighted: 99.896% · Downtime
- Status page
- status.elastic.co/
Sources: each vendor's own SLA page (re-read monthly) and status page feed (read every Friday). A summary, not the contract: the contract you sign governs. Logos via logo.dev; trademarks belong to their owners.