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How to Claim Cloudflare SLA Credits (Business & Enterprise)

Cloudflare credits are process-heavy: you must notify support fast, include traceroutes, and submit the formal claim by the next billing month. Here’s a clean workflow + templates.

A
Amine Afia@eth_chainId
6 min read

Cloudflare SLA credits generally apply to Business and Enterprise plans. The key is process: you typically must notify support within 5 business days, then submit a formal claim with evidence by the deadline in your SLA.

Eligibility: confirm you’re on a covered plan

  • Business/Enterprise: SLA credits are usually available.
  • Free/Pro: typically no SLA credits.
  • Credits are billing credits: applied to future invoices, with caps defined in your SLA/contract.

Step-by-step: Cloudflare SLA credit workflow

  1. Document the outage: start/end times (UTC), impacted zones, error codes (522/523), and user impact.
  2. Notify within 5 business days: open a ticket (Business) or use your Enterprise support channel/account team.
  3. Collect evidence: monitoring screenshots, logs, and (commonly) traceroutes from affected clients during the incident.
  4. Submit the formal claim: follow up in the same ticket with the complete claim details. Many SLAs require submission by the end of the billing month following the incident month.
  5. Verify the credit: if approved, the credit appears on a future invoice/renewal as a credit memo or line item.

What Cloudflare expects in a claim

Specific affected scope

Account ID, zone(s), domains/URLs, and whether impact was partial or total.

Network evidence

Traceroutes and logs that show requests failing through Cloudflare during the exact incident window.

Templates (Cloudflare)

First send the notification fast, then send the formal claim with evidence.

Subject: Cloudflare SLA Credit Claim – Downtime on [YYYY-MM-DD]

Hello Cloudflare Support,
This is a notification of an SLA-covered incident (within the required notification window).

Account ID: [account-id]
Plan: [Business / Enterprise]
Zone/Domain: [example.com]
Incident (UTC): [HH:MM] to [HH:MM]
Symptoms: [522/523 errors, proxy unavailable, DNS resolution failures]

We believe this incident violates our SLA. We will follow up with the formal claim and evidence.
Thank you,
[Name / Role]
Follow-up: Formal SLA Claim for [YYYY-MM-DD]

Incident (UTC): [HH:MM]–[HH:MM] (total: [X minutes])
Affected zones/domains: [example.com, api.example.com]
Impact: [percent of traffic affected, if known]
Evidence attached:
- [uptime monitor screenshots]
- [traceroutes captured during the incident]
- [logs showing failed requests / 522s]
Mitigation attempts: [what you tried]

Please review and apply the applicable SLA service credit per our plan terms.
Thank you,
[Name / Role]

Gotchas

  • Missing the notification window: notifying after 5 business days can void eligibility even if the outage was real.
  • Missing traceroutes/evidence: Cloudflare SLAs often explicitly request network evidence—include it.
Filed Under
Cloudflare
SLA
Credits
Billing

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