GitHub SLA Credit Requirements and Claim Deadlines
| Applicable service | GitHub Enterprise Cloud (Service Features) |
|---|---|
| Official SLA source | https://docs.github.com/en/site-policy/site-policy-deprecated/github-enterprise-service-level-agreement |
| Availability target | 99.9% |
| Measurement period | calendar quarter, per Service Feature |
| Credit tiers / formula | 10% when uptime is below 99.9% and at or above 99%; 25% when uptime is below 99% and at or above 0% |
| Claim window (verified text) | Customer may redeem Service Credits only upon written request to GitHub within thirty (30) days of the end of the calendar quarter, via the GitHub Support contact form. |
| Evidence requirements | Written request via GitHub Support contact form within 30 days of quarter end |
| Official submission procedure | Send a written request to GitHub via the GitHub Support contact form within 30 days of the end of the calendar quarter. Credits may be a refund or account credit, cannot be exchanged for cash, are capped at ninety (90) days of paid service per calendar quarter, and require paid-up invoices (per fetched page). |
| Important exclusions | Excludes failures from customer acts/omissions/misuse, customer internet connectivity failure, factors outside GitHub's reasonable control including force majeure, and customer equipment/services/technology (per fetched page). |
| Monitoring limitations | CreditClaim monitors the vendor's official public status feed (https://www.githubstatus.com/api/v2/incidents.json). A public incident is not, by itself, proof that your service breached its SLA; eligibility requires your measured uptime and the evidence above. |
| Last verification date | 2026-10-27 |
| Source content hash (SHA-256) | 70ba0d56ba577b3bbe21c03892642aab92a668c2f6bcc21d17539e9241c1aecb |
| Verification status | VERIFIED_WITH_CAVEAT |
Quarterly (not monthly) measurement. Estimates from this entry must always display the pre-2021-terms caveat. Current customer-terms SLA was not fetched/verified in Phase 2 and remains UNVERIFIED.