SLA credits at scale
Use the SLA credits calculator to estimate the aggregate credit exposure across your affected customer base, not just one account.
SaaS
Your uptime is the product.
For a SaaS business, downtime doesn't just cost the outage window — it threatens renewals, triggers SLA credits across your entire customer base at once, and shows up in the next QBR. Defaults below reflect a mid-market B2B SaaS profile.
Scroll for renewal risk
Renewal risk
One outage, every customer's SLA credit at once.
Unlike a single-customer incident, a multi-tenant SaaS outage triggers SLA credit obligations across every affected customer simultaneously — and lands in renewal conversations for accounts up for review that quarter.
Renewal timing risk
An outage shortly before a renewal conversation carries more negotiating-leverage risk than the same outage earlier in the contract term.
Expansion drag
Reliability concerns from a recent outage commonly slow down upsell and expansion conversations even when the core relationship survives.
FAQ
SaaS outage cost, answered.
Questions that come up when sizing the cost of a multi-tenant SaaS outage.
How should I model SLA credits for a multi-tenant outage?
Use the SLA credits calculator per affected customer tier, then sum across your customer base for the aggregate exposure.
What should I use for the revenue impact input?
Average revenue per customer per hour is a reasonable starting point, though usage-based pricing models may need a more detailed calculation.
Should churn risk be included in the hidden tax?
It's already implicit in the model's hidden-tax multiplier, which scales with SLA breach severity — but severe or repeated outages may warrant a higher manual adjustment.
How does this compare to general IT downtime?
See the general downtime cost calculator for the underlying model this page's defaults are built on.
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