Service Credits for Third-Party Outages Refund

At CircleCI, we are committed to providing reliable, high-quality service to our customers. However, there may be rare occasions when an outage or service interruption occurs due to issues with third-party providers (for example, cloud infrastructure providers such as AWS, Google Cloud, or GitHub).

Third-Party Service Outages

When a service disruption is caused by a third-party provider and not directly by CircleCI systems or infrastructure, such incidents fall outside of CircleCI’s operational control.
In these cases, CircleCI cannot issue account credits, refunds, or service adjustments for the affected period.

Rationale

Our Service Level Agreement (SLA) applies to the uptime and availability of CircleCI’s own platform and services. Because CircleCI relies on external providers for certain parts of our infrastructure, outages stemming from those providers are not covered under our SLA credit policy.

What This Means for Customers

• If an outage originates from a third-party provider (e.g., AWS, GitHub), no credits or refunds will be issued.

• CircleCI will communicate promptly when such incidents occur and will provide updates as available.

• Once the upstream provider restores service, CircleCI will resume normal operations automatically.

While credits are not applicable for third-party–caused incidents, CircleCI continuously works to mitigate dependencies, enhance system resilience, and minimize the impact of any external outages on your workflows.