{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "docebo",
    "name": "Docebo",
    "vendor": "Docebo",
    "website": "https://www.docebo.com",
    "category": "hr-and-people-operations",
    "category_name": "HR & People Operations",
    "tags": [],
    "sla_url": "https://www.docebo.com/company/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": 99.9,
    "max_credit_percent": 30,
    "max_credit": {
      "kind": "capped",
      "label": "30%",
      "value": 30,
      "unit": "percent"
    },
    "has_automatic_credits": true,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 30,
      "unit": "percent",
      "note": null,
      "automatic": true,
      "credit_tiers": [
        {
          "below": 99.9,
          "credit": 10
        },
        {
          "below": 99,
          "credit": 30
        }
      ]
    },
    "claim_process": {
      "deadline_days": null,
      "deadline_basis": null,
      "business_days": false,
      "method": "Automatic",
      "url": "https://www.docebo.com/company/service-level-agreement/",
      "required_evidence": [],
      "review_days": null,
      "credit_application": "Applied to customer account; refund within 60 days if no further fees owing"
    },
    "exclusions": [
      "Planned downtime during maintenance windows",
      "Emergency downtime (with ~24 hours advance notice)",
      "Force majeure events",
      "Customer misconfiguration (failure to configure per Documentation/instructions)",
      "Customer internet connectivity issues",
      "Unavailability of specific features while other key features remain available"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Essential",
        "Advantage",
        "Premier",
        "Elite"
      ],
      "has_24x7": true,
      "fastest_response": "15 min (Urgent, Elite tier)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": false,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.docebo.com/company/service-level-agreement/",
      "note": "Premier publishes a 30-min urgent target; Elite advertises a 15-min target. Treated as targets without verified credit schedules. 24/7 phone + ticket on premium tiers (chat 24/5); Premier/Elite add a Named Technical Advisor. 24/7 phone + ticket on premium tiers (chat 24/5); Premier/Elite add a Named Technical Advisor."
    },
    "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": "connect",
        "name": "Docebo Connect",
        "category": "integration",
        "description": "Integration platform",
        "sla_url": "https://www.docebo.com/company/service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "content",
        "name": "Docebo Content",
        "category": "content",
        "description": "Learning content marketplace",
        "sla_url": "https://www.docebo.com/company/service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "learn",
        "name": "Docebo Learn",
        "category": "lms",
        "description": "Learning management system",
        "sla_url": "https://www.docebo.com/company/service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "shape",
        "name": "Docebo Shape",
        "category": "content-authoring",
        "description": "AI-powered content creation",
        "sla_url": "https://www.docebo.com/company/service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Docebo is a Other SaaS provider. See the official SLA at [https://www.docebo.com/company/service-level-agreement/](https://www.docebo.com/company/service-level-agreement/).\n\n<!-- Add human-readable notes about Docebo's SLA nuances here. -->"
  }
}