MongoDB SLAData vendor · Uptime guarantee, credits and support
Promise vs reality
Status history since Sep 22, 2025
All incidents, weighted: 99.215% · Downtime- Services with an SLA
- 1/1
- Highest SLA
- 99.995%
- Lowest observed, 365d
- 99.989%
- Fastest support
- 15 min
Services and tiers
- MongoDB Atlas (database clusters)Databases · measured monthly · SLA of Jun 23, 2021
- Dedicated clusters M10 and aboveAtlas deployments at level M10 or above that have been up at least 24 hours (replica sets, sharded and multi-region alike; the SLA makes no distinction)99.995%credit 10% to 100%
Support response times
PlansFastest first response by plan
- Basic (free)Freen/a
- Developer8 h
- Pro2 h
- Enterprise30 min
- Platinum15 min
- Basic (free)No published response targets.
- Developer
- Severity Level 18 hours
- Severity Level 210 hours
- Severity Level 312 hours
- Severity Level 424 hours
- Pro
- Severity Level 12 hours
- Severity Level 24 hours
- Severity Level 38 hours
- Severity Level 424 hours
- Enterprise
- Severity Level 130 minutes
- Severity Level 22 hours
- Severity Level 34 hours
- Severity Level 424 hours
- Platinum
- Severity Level 115 minutes
- Severity Level 21 hour
- Severity Level 34 hours
- Severity Level 424 hours
Latest incidents
Status page- Sep 16, 2026Support Portal OutageMongoDB Support PortalDegraded
- Sep 11, 2026Atlas is experiencing issues with issuing certificates from Lets EncryptMongoDB Cloud, MongoDB Atlas for GovernmentMinor
- Sep 3, 2026Impaired Cluster operations in AWS me-central-1 and AWS me-south-1MongoDB CloudDegraded
- Aug 28, 2026MongoDB Atlas Log Integration service degradedMinor
- Aug 18, 2026Atlas UI and API Periodic UnavailabilityMongoDB CloudMinor
- Aug 5, 2026GCP capacity constraints affecting Atlas deploymentsMongoDB CloudDegraded
- Aug 3, 2026Elevated errors on VoyageAI APIsVoyageAI Embedding and Reranking ModelsDegraded
- Jul 29, 2026Delayed cluster configuration affecting free and flex usersMongoDB CloudMinor
- Jul 27, 2026VoyageAI elevated errorsVoyageAI Embedding and Reranking ModelsDegraded
- Jul 23, 2026Cluster connectivity issues in Azure westusMongoDB CloudDegraded
- Jul 9, 2026Atlas Stream Processing is experiencing issues in Azure - West EuropeMongoDB Atlas Stream ProcessingMinor
- Jul 9, 2026Atlas is experiencing issues with issuing certificates from Lets EncryptMongoDB CloudMinor
SLA changes
- Jun23MongoDB Atlas (database clusters)Coverage expanded from M30+ to M10+ clusters; 99.995% and the 10/25/100% credit schedule unchanged. April 2021 snapshot (version 'Last updated: June 1, 2020') reads 'applies only to MongoDB Atlas deployments at level M30 or above'.Source
- Jun1MongoDB Atlas (database clusters)MongoDB's changelog states: 'We have updated our service credit offering for failures of uptime.' The pre-change numbers could not be verified: the earliest Wayback capture (2020-10-01) is already after this change.Source
About MongoDB
Support plans are now Developer / Pro / Enterprise / Platinum (plus free Basic); there is no plan called 'Premium'. The support-plans page shows Sev 1 only (8h / 2h / 30m / 15m); the full per-severity table comes from the Cloud Services Support Policy (Last updated: May 5, 2026), which applies to Atlas on MongoDB Server 5.0 or higher. Sev 1-2 are covered 24x7; Sev 3-4 run M-F 9am-6pm in the customer's local time. Support prices are not shown in the fetched page HTML (it only says 'Contact Sales').
MongoDB, Inc. is an American software company that develops and provides commercial support for the source-available database engine MongoDB, a database for unstructured data. Source
Highest commitment: MongoDB Atlas (database clusters), 99.995% (Dedicated clusters M10 and above).
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