{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "freshworks",
    "name": "Freshworks",
    "vendor": "Freshworks",
    "website": "https://www.freshworks.com",
    "category": "crm-and-marketing",
    "category_name": "CRM & Marketing",
    "tags": [],
    "sla_url": "https://www.freshworks.com/terms/supplemental-terms/",
    "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": 3,
    "max_credit": {
      "kind": "capped",
      "label": "3%",
      "value": 3,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 3,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.8,
          "credit": 2
        },
        {
          "below": 98.5,
          "credit": 3
        }
      ]
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "incident_date",
      "business_days": false,
      "method": "Support",
      "url": "https://support.freshworks.com",
      "required_evidence": [
        "Account ID",
        "Affected services",
        "Incident timestamps",
        "Impact description"
      ],
      "review_days": 30,
      "credit_application": "Applied to next invoice"
    },
    "exclusions": [
      "Scheduled maintenance",
      "Force majeure events",
      "Customer misconfigurations",
      "Free tier services",
      "Beta features"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Premium 24x5",
        "Premium 24x7",
        "Enterprise"
      ],
      "has_24x7": true,
      "fastest_response": null,
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": false,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "flat",
      "source_url": "https://www.freshworks.com/assets/resources/Premium-Support-Collateral-V2.pdf",
      "note": "Severity-based response targets stated in support collateral; not credit-backed. Phone and 24/7 require the paid Premium Support add-on; standard is email/portal/chat. Per-severity response times not published. Implementation/Managed Services via SoW. Phone and 24/7 require the paid Premium Support add-on; standard is email/portal/chat. Per-severity response times not published. Implementation/Managed Services via SoW."
    },
    "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": "freshcaller",
        "name": "Freshcaller",
        "category": "voice",
        "description": "Cloud phone system",
        "sla_url": "https://www.freshworks.com/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "freshchat",
        "name": "Freshchat",
        "category": "messaging",
        "description": "Live chat and messaging",
        "sla_url": "https://www.freshworks.com/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "freshdesk",
        "name": "Freshdesk",
        "category": "customer-service",
        "description": "Help desk software",
        "sla_url": "https://www.freshworks.com/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "freshmarketer",
        "name": "Freshmarketer",
        "category": "marketing",
        "description": "Marketing automation",
        "sla_url": "https://www.freshworks.com/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "freshsales",
        "name": "Freshsales",
        "category": "crm",
        "description": "Sales CRM",
        "sla_url": "https://www.freshworks.com/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "freshservice",
        "name": "Freshservice",
        "category": "itsm",
        "description": "IT service management",
        "sla_url": "https://www.freshworks.com/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Freshworks is a CRM & Sales provider. See the official SLA at [https://www.freshworks.com/terms/](https://www.freshworks.com/terms/).\n\n<!-- Add human-readable notes about Freshworks's SLA nuances here. -->"
  }
}