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            Thresholds for Service Statuses on the Trust Status Site

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            Thresholds for Service Statuses on the Trust Status Site

            The thresholds for performance degradations and service disruptions vary depending on the affected Salesforce service.

            Here’s a list of the Salesforce services and their respective thresholds.

            Salesforce Services

            Services include Sales Cloud, Service Cloud, Experience Cloud, Chatter, Lightning Platform, Site.com, and Database.com, along with Financial Services Cloud, Health Cloud, IoT Explorer, Analytics, Salesforce Quote-to-Cash, and Work.com.

            Note
            Note For services not listed here, we post updates to status.salesforce.com when monitoring shows multi-customer impacting situations. Issues impacting customers can vary due to different dependencies and incident classifications, and we consider this when we communicate incidents.
            Service Name Performance Degradation Service Disruption
            Core App Service Average page response times are more than 500 milliseconds for more than 5 consecutive minutes.

            • Users can’t log in.

            • Average page response times for the application are more than 60 seconds for more than 5 consecutive minutes.
            Salesforce Chat  

            • Users can’t log in to Salesforce Chat.

            • Active users can’t start a new Salesforce Chat
            Search  

            • Search indexing is delayed by more than 15 minutes.

            • Search response times are more than 3 seconds for more than 5 consecutive minutes.
            Analytics Query response times across dashboards are timed out for more than 10 consecutive minutes.

            • Users can’t log in to Analytics.

            • Active users can’t upload or process data.
            CPQ AND BILLING   Core App services are available, but contracts, estimate calculation and document generation Service Unavailable.
            Einstein Bots Sometimes users are unable to launch a bot and are routed to a live representative or agent, if configured and available. Bots can be unreachable and users can be routed to a live representative or agent, if configured and available.

            Marketing Cloud

            Service Name Performance Degradation Service Disruption
            Marketing Cloud Core App Service Average application response time is more than 30 seconds for more than 5 consecutive minutes.

            • Users can’t access the application.

            • Average page response times for the application are more than 60 seconds for more than 5 consecutive minutes.
            Marketing Cloud Login  

            • Users can’t log in.

            • Average login response times to the application are more than 60 seconds for more than 5 consecutive minutes.
            Marketing Cloud REST API   Users can’t access the API.
            Marketing Cloud SOAP API   Users can’t access the API.

            B2C Commerce Cloud

            Service Name Performance Degradation Service Disruption
            B2C Core App

            • Average page response times are more than 500 milliseconds for more than 5 consecutive minutes.

            • API response times are more than 300 milliseconds.

            • End users can’t access the customer’s commerce site.

            • Average page response times for active users are more than 3 seconds for more than 5 consecutive minutes.

            • Users can’t access the OCAPIs.
            Cart Service

            • Average cart page response times are more than 500 milliseconds for more than 5 consecutive minutes.

            • API response times are more than 300 milliseconds.

            • End users can’t add items to their carts.

            • Users can’t access the cart API.
            Account Manager Average account manager page response times are more than 500 milliseconds for more than 5 consecutive minutes. Business users can’t log in.
            eCDN   Content is delivered directly from the customer’s commerce site, not that site’s content delivery network (CDN).
             
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