{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "coupa",
    "name": "Coupa",
    "vendor": "Coupa",
    "website": "https://www.coupa.com",
    "category": "enterprise-and-operations",
    "category_name": "Enterprise & Operations",
    "tags": [],
    "sla_url": "https://www.coupa.com/master-subscription-agreement/",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.8,
    "max_credit_percent": 100,
    "max_credit": {
      "kind": "capped",
      "label": "100%",
      "value": 100,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "flat",
      "remedy": "credit",
      "max_credit_percent": 100,
      "unit": "percent",
      "note": "Sole remedy is a service credit equal to the greater of (a) 10% of the applicable monthly subscription fees, or (b) the actual unavailability rate for that calendar month. Total service credits for any month may not exceed the applicable monthly subscription fee.",
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "end_of_month",
      "business_days": false,
      "method": "Support Portal (written request to Coupa)",
      "url": "https://compass.coupa.com/en-us/trust/system-up-time-and-metrics",
      "required_evidence": [
        "Period the production instance was not available"
      ],
      "review_days": null,
      "credit_application": "Applied during next billing cycle"
    },
    "exclusions": [
      "Planned maintenance windows",
      "Emergency maintenance",
      "Circumstances beyond Coupa's reasonable control",
      "Customer or User acts or omissions",
      "Force majeure events",
      "ISP failures or delays",
      "Failure of equipment not controlled by Coupa"
    ],
    "support": {
      "tiers": [
        "Premium Support",
        "Premium Support + SAM add-on"
      ],
      "has_24x7": true,
      "fastest_response": null,
      "response_is_sla": false,
      "designated_contact": "team",
      "architecture_review": false,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://get.coupa.com/rs/950-OLU-185/images/Coupa-Premium_Support_datasheet.pdf",
      "note": "Sev1 30-min target; SAM add-on sized to subscription. Targets, not credit-backed. Support via portal (Designated Support Contacts) + phone for Premium. No public per-severity response time on Coupa pages (the 30-min figure was the separate supplier-side product)."
    },
    "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": "expenses",
        "name": "Coupa Expenses",
        "category": "finance",
        "description": "Expense management",
        "sla_url": "https://www.coupa.com/master-subscription-agreement/",
        "uptime": 99.8,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "invoicing",
        "name": "Coupa Invoicing",
        "category": "finance",
        "description": "Invoice management",
        "sla_url": "https://www.coupa.com/master-subscription-agreement/",
        "uptime": 99.8,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "procurement",
        "name": "Coupa Procurement",
        "category": "procurement",
        "description": "Procurement and purchasing",
        "sla_url": "https://www.coupa.com/master-subscription-agreement/",
        "uptime": 99.8,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "sourcing",
        "name": "Coupa Sourcing",
        "category": "procurement",
        "description": "Strategic sourcing and contract management",
        "sla_url": "https://www.coupa.com/master-subscription-agreement/",
        "uptime": 99.8,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "supplier-management",
        "name": "Supplier Management",
        "category": "procurement",
        "description": "Supplier information and risk management",
        "sla_url": "https://www.coupa.com/master-subscription-agreement/",
        "uptime": 99.8,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Coupa is a Finance & Payments provider. See the official SLA (Master Subscription Agreement, Exhibit A-2) at [https://www.coupa.com/master-subscription-agreement/](https://www.coupa.com/master-subscription-agreement/).\n\n<!-- Add human-readable notes about Coupa's SLA nuances here. -->"
  }
}