{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "contentful",
    "name": "Contentful",
    "vendor": "Contentful",
    "website": "https://www.contentful.com",
    "category": "content-and-media",
    "category_name": "Content & Media",
    "tags": [],
    "sla_url": "https://www.contentful.com/legal/service-level-agreement/",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.99,
    "max_credit_percent": null,
    "max_credit": {
      "kind": "uncapped",
      "label": "No stated cap",
      "value": null,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "enterprise",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": null,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "impacted_month",
      "business_days": false,
      "method": "Support Ticket",
      "url": "https://support.contentful.com/",
      "required_evidence": [
        "Account ID",
        "Affected services",
        "Incident timestamps",
        "Impact description"
      ],
      "review_days": 30,
      "credit_application": "Applied to next invoice"
    },
    "exclusions": [
      "Scheduled Maintenance (announced 3+ business days ahead, max 4 hours/month)",
      "Force Majeure Events and factors outside Contentful's reasonable control",
      "Customer applications, equipment, and third-party issues",
      "Beta services and non-generally-available features",
      "Customer suspension or termination scenarios"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Silver",
        "Gold",
        "Platinum",
        "Titanium"
      ],
      "has_24x7": true,
      "fastest_response": "1 hour (Sev1, Platinum/Titanium)",
      "response_is_sla": false,
      "designated_contact": "team",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.contentful.com/services/customer-support/",
      "note": "Premium tiers (Silver-Titanium) assign a support engineer and TAM guidance; response times are targets. Premium support (Silver/Gold/Platinum/Titanium); 24/7 global, portal/email/video (no phone). Dedicated CSM + assigned support engineer at top tiers. (The \"9-min\" figure is a marketing metric, not the contractual SLA.)"
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "delivery",
        "name": "Content Delivery API",
        "category": "cms",
        "description": "Content delivery endpoints (cdn.contentful.com, graphql.contentful.com)",
        "sla_url": "https://www.contentful.com/legal/service-level-agreement/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "asset-cdn",
        "name": "Content Asset CDN",
        "category": "media",
        "description": "Asset and image delivery (assets.contentful.com, images.contentful.com, videos.contentful.com, downloads.contentful.com)",
        "sla_url": "https://www.contentful.com/legal/service-level-agreement/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "management",
        "name": "Content Management",
        "category": "cms",
        "description": "Management and authoring endpoints (api.contentful.com, preview.contentful.com, app.contentful.com, compose.contentful.com, launch.contentful.com)",
        "sla_url": "https://www.contentful.com/legal/service-level-agreement/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "personalization",
        "name": "Contentful Personalization Experience API",
        "category": "cms",
        "description": "Personalization experience endpoints (experience.eu.ninetailed.co, experience.ninetailed.co)",
        "sla_url": "https://www.contentful.com/legal/service-level-agreement/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Contentful is a Content & Media provider. See the official SLA at [https://www.contentful.com/legal/service-level-agreement/](https://www.contentful.com/legal/service-level-agreement/).\n\n<!-- Add human-readable notes about Contentful's SLA nuances here. -->"
  }
}