Enterprise Cloud Addendum

In this article

GitHub Enterprise Service Level Agreement

Copy markdown

In this article

These terms apply to Customers who licensed the Products prior to January 4, 2021. Customers who purchase GitHub Products after that date are directed to https://github.com/customer-terms for current terms.

Short version: GitHub guarantees a 99.9% quarterly uptime commitment for the applicable GitHub service (the “Service Level” or “SLA”). If GitHub does not meet the SLA, then Customer will be entitled to a service credit to Customer’s account (“Service Credits”).

For definitions of each Service feature (“Service Feature”) and to review historical and current Uptime, visit the GitHub Status Page. Capitalized terms used but not defined in this SLA have the meaning assigned in Customer’s applicable agreement.

Uptime Guarantee

“Uptime” is the percentage of total possible minutes the applicable GitHub service was available in a given calendar quarter. GitHub commits to maintain at least 99.9% Uptime for the applicable GitHub service. The Uptime calculation for each Service Feature that may be included with the applicable GitHub service is described below (“Uptime Calculation”). If GitHub does not meet the SLA, Customer will be entitled to Service Credits based on the calculation below (“Service Credits Calculation”). Note, Downtime does not affect every customer at the same time or in the same way.

Service FeatureUptime CalculationDefinitionsService Credits CalculationIssues, Pull Requests, Git Operations, API Requests (for Service Features only), Webhooks, Pages(total minutes in a calendar quarter - Downtime) / total minutes in a calendar quarter“Downtime” is a period of time where either (a) the error rate exceeds five percent (5%) in a given minute for any Service Feature or (b) the Service was unavailable as determined by a combination of GitHub's internal and external monitoring systems.A Service Credits claim may be based on either (not both) of the following calculations: - 10% of the amount Customer paid for a Service Feature in a calendar quarter where the Uptime for that Service Feature was less than or equal to 99.9%, but greater than 99.0%.

OR

• 25% of the amount Customer paid for a Service Feature in a calendar quarter where the Uptime of that Service Feature was less than 99.0%. Actions(Total Triggered Executions – Unavailable Executions) / (Total Triggered Executions) x 100“Total Triggered Executions” is the total number of all Actions executions triggered by Customer in a calendar quarter.

“Unavailable Executions” is the total number of executions within Total Triggered Executions which failed to run in a calendar quarter. An execution failed to run when the Actions history log did not capture any output five (5) minutes after the trigger was successfully fired.Same as abovePackagesTransfers Uptime = same as Actions

Storage Uptime = 100% - Average Error Rate*

*The Uptime Calculation excludes public usage and storage transactions that do not count toward either Total Storage Transactions or Failed Storage Transactions (including pre-authentication failures; authentication failures; attempted transactions for storage accounts over their prescribed quotas).“Error Rate” is the total number of Failed Storage Transactions divided by the Total Storage Transactions during a set time interval (currently set at one hour). If the Total Storage Transactions in a given one-hour interval is zero, the error rate for that interval is 0%.