Elastic SLAData vendor · Uptime guarantee, credits and support
Promise vs reality
Status history since Sep 22, 2025
All incidents, weighted: 99.896% · Downtime- Services with an SLA
- 2/2
- Highest SLA
- 99.95%
- Lowest observed, 365d
- 99.146%
- Fastest support
- 30 min
Services and tiers
- Elastic Cloud Hosted (formerly Elasticsearch Service)Databases · measured monthly · SLA of Sep 12, 2025
- Platinum or Enterprise, High Availability deploymentECH deployments on Platinum/Enterprise subscriptions running across at least 2 availability zones for hot and warm tiers and master nodes99.95%credit 10% to 100%
- Elastic Cloud ServerlessDatabases · measured monthly · SLA of Sep 12, 2025
- Platinum or EnterpriseProjects created under a Platinum or Enterprise subscription99.95%credit 10% to 100%
Support response times
PlansFastest first response by plan
- Standard (Cloud Limited Support)n/a
- Gold (Base support level)n/a
- Platinum (Enhanced support level)1 h
- Enterprise / Private (Premium support level)30 min
- Standard (Cloud Limited Support)
- AllNo guaranteed response time; strives to engage within three business days (Mon-Fri only)
- Gold (Base support level)
- Severity Level 14 Business Hours
- Severity Level 21 Business Day
- Severity Level 32 Business Days
- Platinum (Enhanced support level)
- Severity Level 11 hour
- Severity Level 24 Business Hours
- Severity Level 31 Business Day
- Enterprise / Private (Premium support level)
- Severity Level 130 Minutes
- Severity Level 24 Business Hours
- Severity Level 31 Business Day
Latest incidents
Status page- Sep 23, 2026Degraded Performance: Cloud Provisioning DelaysDegraded
- Sep 17, 2026AutoOps node metrics temporarily unavailable in some regionsDegraded
- Sep 16, 2026Elastic Support Portal unavailableDegraded
- Sep 12, 2026Delayed Metrics in Cloud Console - GCP us-east4Degraded
- Sep 10, 2026Kibana access restored for UI-assigned Organization Owners on Hosted deploymentsDegraded
- Sep 9, 2026Elastic Agent enrollment/check-in failures on 9.5.3 (and 9.4.6) with Fleet remote Elasticsearch outputDegraded
- Sep 2, 2026Elevated Error Rates for Specific Models Impacting Elastic Inference Service in EU RegionsDegraded
- Sep 1, 2026Issue impacting services running in GCP us-central1us-central1Degraded
- Sep 1, 2026Replication bug causing slow recoveriesElastic Cloud HostedDegraded
- Aug 27, 2026[RESOLVED - 2026-08-26] APM endpoints for serverless projects not availableDegraded
- Aug 20, 2026Elevated Error Rates Affecting Managed OTLPMinor
- Aug 20, 2026Issue when creating Serverless projects in Azure eastus regionElastic Cloud ServerlessDegraded
SLA changes
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).
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Elastic vs SupabaseSummaries of published SLAs; the contract you sign governs. Logos via logo.dev; trademarks belong to their owners.