{ "schema_version": "1.2.0", "generated_at": "2026-09-09T01:12:48.605Z", "total": 300, "result": [ { "slug": "1password", "name": "1Password", "vendor": "1Password", "website": "https://www.1password.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://1password.com/legal-center", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://support.1password.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": [ "Teams", "Business", "Enterprise" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://1password.com/pricing", "note": "24/7 support and a CSM are marketed inclusions, not contractual response-time SLAs. Email/forum 24/7; live/phone help is business hours only. Enterprise adds a CSM, training and implementation." }, "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": "secrets", "name": "1Password Secrets Automation", "category": "secrets-management", "description": "DevOps secrets management", "sla_url": "https://1password.com/legal-center", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sso", "name": "1Password SSO", "category": "authentication", "description": "Single sign-on integration", "sla_url": "https://1password.com/legal-center", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vaults", "name": "1Password Vaults", "category": "password-management", "description": "Secure password storage", "sla_url": "https://1password.com/legal-center", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "watchtower", "name": "Watchtower", "category": "security", "description": "Password health monitoring", "sla_url": "https://1password.com/legal-center", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "1Password is a Security & Identity provider. 1Password does not publish a public credit SLA for its core service; its [Terms of Service](https://1password.com/legal/terms-of-service/) provide the service \"AS IS\" / \"AS AVAILABLE\" with no uptime warranty. See 1Password's [Legal Center](https://1password.com/legal-center) for all policies. The only published SLA on 1password.com is the legacy [Trelica / SaaS Manager SLA](https://1password.com/legal/saas-manager/service-level-agreement), which covers a separate acquired product rather than the 1Password password manager.\n\n" }, { "slug": "8x8", "name": "8x8", "vendor": "8x8", "website": "https://www.8x8.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.999, "max_credit_percent": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.998, "credit": 5 }, { "below": 99.899, "credit": 10 }, { "below": 99.499, "credit": 30 }, { "below": 99, "credit": 50 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "eligibility_date", "business_days": false, "method": "Support ticket plus notice to 8x8", "url": "https://support.8x8.com", "required_evidence": [ "8x8 support ticket referencing the Unplanned Downtime", "Account in good standing" ], "review_days": null, "credit_application": "Applied to your bill for the next month after you request it" }, "exclusions": [ "Scheduled Maintenance", "Force Majeure events", "Customer network, ISP, carrier, connectivity, or device issues" ], "support": { "tiers": [ "Standard", "Premium", "Enterprise" ], "has_24x7": true, "fastest_response": "30 min (S1, Premium/Enterprise)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://support-portal.8x8.com/helpcenter/", "note": "Enterprise lists a 30-min P1 target and a named support engineer; response times are targets, not credit-backed. Response targets are SLTs, not financially-backed SLAs. S1 phone is 24x7 all tiers; other severities regional business hours. Response targets are SLTs, not financially-backed SLAs. S1 phone is 24x7 all tiers; other severities regional business hours." }, "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": "contact-center", "name": "8x8 Contact Center", "category": "ccaas", "description": "Contact center solution", "sla_url": "https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "work", "name": "8x8 Work", "category": "ucaas", "description": "Unified communications app", "sla_url": "https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "8x8 is a Communication & Collaboration provider. See the official SLA at [https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf](https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf) (8x8 Service Level Agreement (UCaaS/CCaaS), Version: December 3, 2024).\n\n\n" }, { "slug": "abnormal-security", "name": "Abnormal Security", "vendor": "Abnormal AI, Inc.", "website": "https://abnormalsecurity.com", "category": "security", "category_name": "Security", "tags": [], "sla_url": "https://legal.abnormalsecurity.com/legal-hub/abnormal-security-support-and-service-level-agreement-policy-465249c8", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "days_extension", "remedy": "service_extension", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "eligibility_date", "business_days": false, "method": "Support ticket", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Credits are subscription term extension days only — no cash or invoice credit conversion", "Trial and beta services explicitly excluded (liability cap $50K for trials)", "Planned Maintenance (max 4 hours with 48 hours notice) excluded", "Emergency Maintenance excluded", "Customer or User Agreement violations excluded", "Force majeure excluded", "Credit tier table (days per uptime band) not publicly confirmed; only 15-day monthly cap confirmed" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "abnormal-email-security", "name": "Abnormal AI Email Security", "category": "security", "description": "AI-powered email security platform detecting phishing, BEC, and account takeover attacks via behavioral analysis", "sla_url": "https://legal.abnormalsecurity.com/legal-hub/abnormal-security-support-and-service-level-agreement-policy-465249c8", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Abnormal Security (Abnormal AI, Inc., Delaware; San Francisco, CA; formerly Abnormal Security Corporation) is an AI-powered email security platform. The SLA guarantees 99.9% monthly availability, measured as customer access via web browser or API. Credits are subscription term extension days — not cash or invoice credits — capped at 15 days per month in aggregate. Claims must be filed via Support Case within 30 days of eligibility. Trial and beta services are explicitly excluded, with a separate $50K liability cap for trial use. The credit tier table (days per uptime band) is not publicly indexed." }, { "slug": "activecampaign", "name": "ActiveCampaign", "vendor": "ActiveCampaign", "website": "https://www.activecampaign.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://www.activecampaign.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": 99.5, "max_credit_percent": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.5, "credit": 5 }, { "below": 98, "credit": 10 } ] }, "claim_process": { "deadline_days": 10, "deadline_basis": "reporting_period_end", "business_days": true, "method": "Written request to ActiveCampaign (method not specified in SLA)", "url": null, "required_evidence": [ "All credit requests verified against ActiveCampaign's system records" ], "review_days": null, "credit_application": "Applied to reduce, on a dollar-for-dollar basis, the amount payable for the following Reporting Period" }, "exclusions": [ "Maintenance Time (scheduled and emergency unscheduled maintenance)", "Force majeure events", "Client modifications to API or use of Services", "Third-party technology or services issues", "Unauthorized use, client negligence or errors" ], "support": { "tiers": [ "Basic (Starter/Plus)", "Priority (Pro/Enterprise)" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://www.activecampaign.com/pricing", "note": "Enterprise plans get a dedicated account team and priority support; no published response-time SLA. Email + in-app chat (no human phone; listed numbers are AI/sales). Mon-Fri business hours even at Enterprise, which adds a dedicated account team. Email + in-app chat (no human phone; listed numbers are AI/sales). Mon-Fri business hours even at Enterprise, which adds a dedicated account team." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "email", "name": "Email Marketing", "category": "email-marketing", "description": "Email marketing campaigns", "sla_url": "https://www.activecampaign.com/legal/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "automation", "name": "Marketing Automation", "category": "marketing-automation", "description": "Automated workflows", "sla_url": "https://www.activecampaign.com/legal/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "crm", "name": "Sales CRM", "category": "crm", "description": "Sales CRM", "sla_url": "https://www.activecampaign.com/legal/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "messaging", "name": "Site Messaging", "category": "chat", "description": "Website messaging", "sla_url": "https://www.activecampaign.com/legal/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "ActiveCampaign is a Marketing & Analytics provider. See the official SLA at [https://www.activecampaign.com/legal/service-level-agreement](https://www.activecampaign.com/legal/service-level-agreement).\n\n" }, { "slug": "adobe-commerce", "name": "Adobe Commerce", "vendor": "Adobe Inc.", "website": "https://business.adobe.com/products/commerce.html", "category": "e-commerce", "category_name": "E-commerce", "tags": [], "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.99, "max_credit_percent": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 10 }, { "below": 99.9, "credit": 15 }, { "below": 99, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident", "business_days": false, "method": "Written notice to Adobe", "url": null, "required_evidence": [ "Written notification to Adobe identifying the downtime", "Dates and times of the downtime", "Affected service and environment" ], "review_days": null, "credit_application": "Applied as service credit against future fees" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Non-Production environments", "Beta or trial services" ], "support": null, "support_tiers": [ { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "adobe-commerce-cloud", "name": "Adobe Commerce on Cloud", "category": "e-commerce", "description": "Adobe-hosted production environment for Adobe Commerce (formerly Magento Commerce Cloud)", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "adobe-commerce-cloud-service", "name": "Adobe Commerce as a Cloud Service", "category": "e-commerce", "description": "Next-generation cloud-native Adobe Commerce SaaS platform", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "adobe-commerce-managed", "name": "Adobe Commerce on Managed Services", "category": "e-commerce", "description": "Adobe-managed hosting for Adobe Commerce (legacy Magento Enterprise Cloud Edition)", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Adobe Commerce (formerly Magento) offers enterprise SLAs with a tiered credit structure (10/15/25%, capped at 25% of monthly fees). Adobe Commerce on Cloud and as a Cloud Service carry a 99.99% monthly uptime commitment; Adobe Commerce on Managed Services carries 99.9%. Both product lines share the same credit tier logic but with different uptime thresholds. Claims must be filed in writing within 30 days of the downtime event. A right to terminate arises if uptime falls below 90% for 3 months in any 6-month period." }, { "slug": "adobe", "name": "Adobe", "vendor": "Adobe", "website": "https://www.adobe.com", "category": "content-and-media", "category_name": "Content & Media", "tags": [], "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "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": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 5 }, { "below": 99.5, "credit": 10 }, { "below": 95, "credit": 15 }, { "below": 90, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "downtime_date", "business_days": false, "method": "Notify Adobe in writing through Customer's CSM or Adobe Customer Care", "url": "https://www.adobe.com/legal/service-commitments.html", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 30, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance with at least three business days advance notice", "Acts or omissions of Customer, its agents, employees, or contractors", "Customer failure to adhere to Adobe's documented recommendations or minimum system requirements", "Unagreed spikes in demand for system resources", "Software, hardware, or third-party services or integrations not provided or controlled by Adobe", "Excluded Services and product add-ons not specifically listed under a Covered Service" ], "support": { "tiers": [ "Standard", "Business", "Enterprise", "Elite" ], "has_24x7": true, "fastest_response": "30 min (P1, Enterprise Support)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://experienceleague.adobe.com/en/docs/support-resources/data-sheets/prior-plans/data-sheets/enterprise", "note": "Elite adds a TAM and Named Support Engineer with a 15-min target; service-level targets are not credit-backed. P1 is 24x7 on both tiers (Online 1 hr, Enterprise 30 min); Enterprise adds a Named Support Engineer + TAM and Launch Advisory/Field Services. (Prior 15-min figure was overstated.)" }, "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": [ { "name": "AEM as a Cloud Service 99.99% SLA", "requirement": "AEM as a Cloud Service with the Additional Publish Region and 99.99% SLA add-ons", "uptime": 99.99, "max_credit_percent": 25, "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/unified-sla-actionabilityaddendum2025oct12.pdf" } ], "services": [ { "id": "analytics", "name": "Adobe Analytics", "category": "analytics", "description": "Web and marketing analytics", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "campaign", "name": "Adobe Campaign", "category": "marketing-automation", "description": "Cross-channel campaign management", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "commerce", "name": "Adobe Commerce", "category": "e-commerce", "description": "E-commerce platform (Magento)", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "experience-manager", "name": "Adobe Experience Manager", "category": "cms", "description": "Content management system", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "marketo", "name": "Adobe Marketo Engage", "category": "marketing-automation", "description": "B2B marketing automation", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "target", "name": "Adobe Target", "category": "personalization", "description": "A/B testing and personalization", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Adobe is a Content & Media provider. The official Unified SLA (effective 12 October 2025) covers Adobe On-demand and Managed Services including Analytics, Campaign, Commerce, Experience Manager, Marketo, and Target, with a 99.9% Minimum Uptime Percentage and tiered service credits (5/10/15/25% of Monthly Fees), capped at a 25% cumulative monthly credit. Customers must notify Adobe in writing within 30 days of the Downtime. See [Adobe Service Commitments](https://www.adobe.com/legal/service-commitments.html) and the [Unified SLA PDF](https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf).\n\n" }, { "slug": "adp", "name": "ADP", "vendor": "ADP", "website": "https://www.adp.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.adp.com/legal.aspx", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://www.adp.com/contact-us/customer-service.aspx", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard" ], "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://www.adp.com/contact-us/customer-service.aspx", "note": "24/7 phone support is included; professional services and client success are available, but no published support tiers. 24/7/365 live payroll phone support; chat is business hours. Dedicated service team; implementation/managed HR services available. 24/7/365 live payroll phone support; chat is business hours. Dedicated service team; implementation/managed HR services available." }, "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": "benefits", "name": "ADP Benefits Administration", "category": "hr", "description": "Benefits management", "sla_url": "https://www.adp.com/legal.aspx", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payroll", "name": "ADP Payroll", "category": "payroll", "description": "Payroll processing", "sla_url": "https://www.adp.com/legal.aspx", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "talent", "name": "ADP Talent Management", "category": "hr", "description": "Recruiting and performance", "sla_url": "https://www.adp.com/legal.aspx", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "time", "name": "ADP Time & Attendance", "category": "time-tracking", "description": "Time tracking", "sla_url": "https://www.adp.com/legal.aspx", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "workforce-now", "name": "ADP Workforce Now", "category": "hr", "description": "HCM platform", "sla_url": "https://www.adp.com/legal.aspx", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "ADP is a HR & People Operations provider. ADP does not publish a public uptime SLA with service credits; its [Terms and Conditions](https://www.adp.com/legal.aspx) provide services \"as is\" and service-level terms are governed by individually negotiated Master Services Agreements.\n\n" }, { "slug": "adyen", "name": "Adyen", "vendor": "Adyen", "website": "https://www.adyen.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.adyen.com/legal/terms-and-conditions", "last_verified": "2026-06-23", "sla_status": "termination", "sla_status_label": "Termination-only", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": 0, "max_credit": { "kind": "termination", "label": "No service credit", "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "termination_only", "max_credit_percent": 0, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://www.adyen.com/contact", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard (included)" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": false, "pricing": "included", "source_url": "https://www.adyen.com/legal/terms-and-conditions", "note": "24/7 technical support and a CSM are included; no tiered support plans. 24/7 is urgent/critical-only (follow-the-sun); phone connects 24/7 for urgent matters. Assigned Account Manager (pooled CS for mid-market); professional services are partner-led, not a merchant SKU." }, "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": "acquiring", "name": "Adyen Acquiring", "category": "acquiring", "description": "Global acquiring services", "sla_url": "https://www.adyen.com/legal/terms-and-conditions", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "checkout", "name": "Adyen Checkout", "category": "checkout", "description": "Unified checkout experience", "sla_url": "https://www.adyen.com/legal/terms-and-conditions", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "issuing", "name": "Adyen Issuing", "category": "issuing", "description": "Card issuing platform", "sla_url": "https://www.adyen.com/legal/terms-and-conditions", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payments", "name": "Adyen Payments", "category": "payment-processing", "description": "Global payment processing", "sla_url": "https://www.adyen.com/legal/terms-and-conditions", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "revenue-protect", "name": "Revenue Protect", "category": "fraud-prevention", "description": "Fraud protection", "sla_url": "https://www.adyen.com/legal/terms-and-conditions", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Adyen is a Finance & Payments provider. See the official SLA at [https://www.adyen.com/legal/terms-and-conditions](https://www.adyen.com/legal/terms-and-conditions).\n\nAdyen commits to \"an average minimum uptime of 99.9% (measured on a quarterly basis) of the Payment Interface\" (Terms and Conditions, clause 6). There is no public service-credit remedy: the only stated remedy is a termination right if \"Service availability in any given calendar month is less than 90%\" or if SLA commitments are not met for two consecutive quarters (clause 10.2).\n\n" }, { "slug": "affirm", "name": "Affirm", "vendor": "Affirm, Inc.", "website": "https://www.affirm.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.affirm.com/terms", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No public merchant SLA with uptime commitments", "SLA metrics redacted in SEC filings", "Private negotiated SLAs for major partnerships only" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "affirm-bnpl", "name": "Affirm Buy Now Pay Later", "category": "finance-and-payments", "description": "Buy Now Pay Later payment solution for merchants enabling flexible consumer payment plans at checkout", "sla_url": "https://www.affirm.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Affirm (Affirm, Inc., Delaware) is a Buy Now Pay Later payment platform for merchants. Standard merchant agreements contain no uptime percentage or credit schedule — a professional standards clause references \"SLA Standards\" but specific metrics are redacted in SEC filings. Affirm does negotiate private SLAs for major partnerships. Merchants should request custom SLA terms through Affirm enterprise sales." }, { "slug": "ahrefs", "name": "Ahrefs", "vendor": "Ahrefs", "website": "https://www.ahrefs.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://ahrefs.com/legal/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://help.ahrefs.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 (all paid plans)", "Enterprise" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": false, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://ahrefs.com/enterprise", "note": "Enterprise adds a dedicated account manager, tailored onboarding, and 24/7 multilingual chat. 24/7 multilingual chat on all plans (no phone); Enterprise adds a dedicated account manager. No SoW professional services. 24/7 multilingual chat on all plans (no phone); Enterprise adds a dedicated account manager. No SoW professional services." }, "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": "content-explorer", "name": "Content Explorer", "category": "content", "description": "Content research tool", "sla_url": "https://ahrefs.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "keywords", "name": "Keywords Explorer", "category": "seo", "description": "Keyword research tool", "sla_url": "https://ahrefs.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rank-tracker", "name": "Rank Tracker", "category": "seo", "description": "Keyword rank tracking", "sla_url": "https://ahrefs.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "audit", "name": "Site Audit", "category": "seo", "description": "Technical SEO audit", "sla_url": "https://ahrefs.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "site-explorer", "name": "Site Explorer", "category": "seo", "description": "Backlink and organic traffic analysis", "sla_url": "https://ahrefs.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Ahrefs is a Marketing & Analytics provider. Ahrefs does not publish a public uptime SLA with service credits; the [Terms of Service](https://ahrefs.com/legal/terms) provide the service \"as is\" / \"as available\" with no availability guarantee. The only availability statement is in the [Security Measures](https://ahrefs.com/legal/security-measures) page (99.8% best-effort infrastructure uptime, not a binding SLA).\n\n" }, { "slug": "airbyte", "name": "Airbyte", "vendor": "Airbyte, Inc.", "website": "https://airbyte.com", "category": "data-and-analytics", "category_name": "Data & Analytics", "tags": [], "sla_url": "https://airbyte.com/company/terms", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "SLA document not publicly accessible (referenced as Additional Terms)", "Marketplace connectors excluded from any uptime commitment", "Free and Cloud Starter plans have no contractual SLA" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Cloud", "slug": "cloud", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Pro", "slug": "pro", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "airbyte-data-integration", "name": "Airbyte Data Integration Platform", "category": "data-and-analytics", "description": "Open-source and cloud ELT platform for data integration with 300+ connectors", "sla_url": "https://airbyte.com/company/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Airbyte (Airbyte, Inc., San Francisco, CA) is an open-source ELT data integration platform with 300+ connectors. While marketing references 99.9% uptime for Pro/Cloud plans, the contractual SLA is a non-public \"Additional Terms\" document not embedded in the main Terms of Service. Marketplace connectors carry no uptime commitment. Enterprise customers should request the full SLA document directly from Airbyte." }, { "slug": "airtable", "name": "Airtable", "vendor": "Airtable", "website": "https://www.airtable.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://www.airtable.com/company/sla", "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": 10, "max_credit": { "kind": "capped", "label": "10×", "value": 10, "unit": "multiplier" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "downtime_multiplier", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "month_end", "business_days": false, "method": "Email", "url": "mailto:support@airtable.com", "required_evidence": [ "Account ID or registered email address", "Previously reported dates and times of Downtime" ], "review_days": 30, "credit_application": "May only be used against future billing charges" }, "exclusions": [ "Customer acts or omissions", "Third-party equipment, software, or services not provided by Airtable", "Customer-supplied integrations", "Performance or slowness issues not amounting to Downtime", "Internet or network outages outside Airtable's control", "Force Majeure events", "Scheduled maintenance (with 24+ hours notice)", "Hacking, viruses, or other attacks", "Emergency maintenance" ], "support": { "tiers": [ "Standard", "Premium Support" ], "has_24x7": true, "fastest_response": "1 hour (Critical, Premium add-on)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.airtable.com/services/premium-support", "note": "Premium Support is a paid add-on with a TAM, 24/7 coverage, and a 1-hour critical-issue target. No phone; email/chat/portal. 24x7 and 1-hour response are Premium-Support-gated." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "ai", "name": "Airtable AI", "category": "ai", "description": "AI-powered fields", "sla_url": "https://www.airtable.com/company/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "automations", "name": "Airtable Automations", "category": "automation", "description": "Workflow automations", "sla_url": "https://www.airtable.com/company/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "bases", "name": "Airtable Bases", "category": "database", "description": "Relational databases", "sla_url": "https://www.airtable.com/company/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "interfaces", "name": "Airtable Interface Designer", "category": "app-builder", "description": "Custom app interfaces", "sla_url": "https://www.airtable.com/company/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sync", "name": "Airtable Sync", "category": "data-sync", "description": "Cross-base data sync", "sla_url": "https://www.airtable.com/company/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Airtable is a Productivity & Collaboration provider. See the official SLA at [https://www.airtable.com/company/sla](https://www.airtable.com/company/sla).\n\n" }, { "slug": "aiven", "name": "Aiven", "vendor": "Aiven Oy", "website": "https://aiven.io", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://aiven.io/sla", "last_verified": "2026-06-24", "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": "capped", "label": "30×", "value": 30, "unit": "multiplier" }, "has_automatic_credits": false, "min_plan_for_sla": "startup", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Support ticket", "url": "https://aiven.io/docs/platform/howto/support", "required_evidence": [ "Dates and times of downtime", "Affected Cloud Service details" ], "review_days": null, "credit_application": "Applied as service credits for future Cloud Services use, expiring 90 days from issuance" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Downtime not caused by Aiven software or operations", "Free tier services (Startup, Business, Premium plans only)" ], "support": null, "support_tiers": [ { "name": "Startup", "slug": "startup", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Business", "slug": "business", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Premium", "slug": "premium", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "aiven-cloud-services", "name": "Aiven Managed Cloud Services", "category": "databases-and-data-infrastructure", "description": "Managed open-source databases and data infrastructure (PostgreSQL, MySQL, Kafka, Redis, OpenSearch, etc.)", "sla_url": "https://aiven.io/sla", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Aiven offers a 99.99% monthly uptime SLA across all its managed open-source services (PostgreSQL, MySQL, Kafka, Redis, OpenSearch, and more) for Startup, Business, and Premium plan customers. The credit structure is unusual: credits equal 30× the excess downtime duration (in time units), capped at 3 months of preceding fees. Unused credits expire after 90 days." }, { "slug": "akamai-connected-cloud", "name": "Akamai Connected Cloud", "vendor": "Akamai Technologies, Inc.", "website": "https://www.linode.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.linode.com/legal-ssa/", "last_verified": "2026-06-24", "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": "standard", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Support ticket", "url": "https://cloud.linode.com/support/tickets", "required_evidence": [ "Account and affected resource details", "Dates and times of unavailability" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": null }, { "name": "Premium", "slug": "premium", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "linode-compute-shared", "name": "Linode Shared CPU Instances", "category": "compute", "description": "Shared CPU virtual machine instances", "sla_url": "https://www.linode.com/legal-ssa/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "linode-compute-dedicated", "name": "Linode Dedicated CPU Instances", "category": "compute", "description": "Dedicated CPU virtual machine instances", "sla_url": "https://www.linode.com/legal-ssa/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "linode-object-storage", "name": "Linode Object Storage", "category": "storage", "description": "S3-compatible object storage", "sla_url": "https://www.linode.com/legal-ssa/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "linode-kubernetes", "name": "Linode Kubernetes Engine (LKE)", "category": "containers", "description": "Managed Kubernetes clusters", "sla_url": "https://www.linode.com/legal-ssa/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Akamai Connected Cloud (formerly Linode) is Akamai's cloud computing platform offering VMs, object storage, Kubernetes, and managed databases. Compute instances (Shared and Dedicated CPU) carry a 99.99% monthly uptime SLA; other services (Object Storage, LKE) carry 99.9%. Credits are pro-rated for downtime below the commitment, claimed within 30 days of month-end. Note: Akamai's CDN and security products are covered under a separate SLA — see the Akamai entry." }, { "slug": "akamai", "name": "Akamai", "vendor": "Akamai", "website": "https://www.akamai.com", "category": "cdn-and-edge", "category_name": "CDN & Edge", "tags": [], "sla_url": "https://www.akamai.com/legal/sla-compute", "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": "standard", "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": "incident_date", "business_days": false, "method": "Control Center", "url": "https://control.akamai.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 Support", "Advanced Service and Support", "Premium Service and Support 3.0" ], "has_24x7": true, "fastest_response": "15 min (Sev1, Premium Service & Support 3.0)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.akamai.com/global-services/services/standard-support", "note": "Premium 3.0 adds a TAM and proactive guidance; Standard is 24/7 pooled support. Top tier (Premium 3.0 / Guardicore Premium-Elite) is 24x7x365 with an integrated technical account team + support delivery manager. Akamai Global Professional Services. Top tier (Premium 3.0 / Guardicore Premium-Elite) is 24x7x365 with an integrated technical account team + support delivery manager. Akamai Global Professional Services." }, "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": "waf", "name": "Akamai App & API Protector", "category": "security", "description": "WAF and API security", "sla_url": "https://www.akamai.com/legal/sla-compute", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "bot", "name": "Akamai Bot Manager", "category": "security", "description": "Bot detection and management", "sla_url": "https://www.akamai.com/legal/sla-compute", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cdn", "name": "Akamai CDN", "category": "cdn", "description": "Content delivery network", "sla_url": "https://www.akamai.com/legal/sla-compute", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "compute", "name": "Akamai Connected Cloud (Linode)", "category": "cloud-infrastructure", "description": "Cloud compute (formerly Linode)", "sla_url": "https://www.akamai.com/legal/sla-compute", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "edge-dns", "name": "Akamai Edge DNS", "category": "dns", "description": "Authoritative DNS", "sla_url": "https://www.akamai.com/legal/sla-compute", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "image", "name": "Akamai Image & Video Manager", "category": "media", "description": "Media optimization", "sla_url": "https://www.akamai.com/legal/sla-compute", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ddos", "name": "Akamai Prolexic", "category": "security", "description": "DDoS mitigation", "sla_url": "https://www.akamai.com/legal/sla-compute", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Akamai is a CDN & Edge provider. See the official SLA at [https://www.akamai.com/legal/sla-compute](https://www.akamai.com/legal/sla-compute).\n\nNote: Akamai publishes per-product SLAs. The Compute (Linode) SLA above is the only one publicly accessible on akamai.com; the CDN, delivery, and security product SLAs are available only through Akamai Control Center.\n\n" }, { "slug": "algolia", "name": "Algolia", "vendor": "Algolia, Inc. / Algolia SAS", "website": "https://www.algolia.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.algolia.com/policies/sla", "last_verified": "2026-06-24", "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": "standard", "needs_review": true, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": 100, "unit": "multiplier", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Support ticket", "url": "https://www.algolia.com/support/", "required_evidence": [ "Dates and times of service unavailability", "Affected application and index details", "Account information" ], "review_days": null, "credit_application": null }, "exclusions": [ "Free and Build plan customers (no uptime SLA)", "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Beta features" ], "support": null, "support_tiers": [ { "name": "Build", "slug": "build", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Grow", "slug": "grow", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null }, { "name": "Premium", "slug": "premium", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "algolia-search", "name": "Algolia AI Search", "category": "developer-tools", "description": "AI-powered search and discovery API for websites and applications", "sla_url": "https://www.algolia.com/policies/sla", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "algolia-recommend", "name": "Algolia Recommend", "category": "developer-tools", "description": "AI recommendation API for personalized content and product discovery", "sla_url": "https://www.algolia.com/policies/sla", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Algolia (Algolia, Inc., Delaware) is an AI-powered search and discovery API platform. The SLA uses an unusual **Acceleration Ratio multiplier** formula: credits = (subscription price × outage minutes × ratio) ÷ total month minutes. Enterprise plan: 99.99% uptime, 100× ratio, max 100% monthly credit. Premium plan: 99.999% uptime, 1,000× ratio, max 600% annually. Free and Build plans have no uptime SLA." }, { "slug": "alibaba-cloud", "name": "Alibaba Cloud", "vendor": "Alibaba Cloud", "website": "https://www.alibabacloud.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-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": 99.975, "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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.975, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 60, "deadline_basis": "calendar_month_end", "business_days": false, "method": "Ticket System", "url": "https://www.alibabacloud.com/support", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Basic", "Developer", "Business", "Enterprise On-Ramp", "Enterprise" ], "has_24x7": true, "fastest_response": "15 min (business-critical, Enterprise)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.alibabacloud.com/help/en/after-sales-support/latest/pricing-overview", "note": "Enterprise includes a TAM, 24/7, and architecture optimization; priced as a minimum or percentage of spend. Tiered support (Basic/Developer/Business/Enterprise); 24/7 + TAM + phone at Enterprise. Full-lifecycle professional services." }, "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": "alibaba-rds-multizone", "name": "ApsaraDB RDS (Multi-Zone)", "category": "database", "description": "HA Edition across 2+ zones (99.997% for 3+ zones)", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-rds-single", "name": "ApsaraDB RDS (Single Zone)", "category": "database", "description": "HA Edition in single zone", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-ack", "name": "Container Service for Kubernetes (ACK)", "category": "compute", "description": "HA clusters across multiple zones", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-disk", "name": "Disk (Cloud Disks)", "category": "storage", "description": "Block storage attached to ECS", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-ecs-multizone", "name": "ECS (Multi-Zone)", "category": "compute", "description": "Instances across multiple zones", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-ecs-single", "name": "ECS (Single Instance)", "category": "compute", "description": "Individual ECS instances", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.975, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-express-connect", "name": "Express Connect", "category": "networking", "description": "Dedicated physical connections", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-function-compute", "name": "Function Compute", "category": "compute", "description": "Serverless function execution", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-nat-gateway", "name": "NAT Gateway", "category": "networking", "description": "NAT Gateway services", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-oss", "name": "Object Storage Service (OSS)", "category": "storage", "description": "Standard/IA/Archive storage", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-polardb", "name": "PolarDB", "category": "database", "description": "Cloud-native relational database", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-privatelink", "name": "PrivateLink", "category": "networking", "description": "Private VPC connectivity", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-alb-nlb", "name": "Server Load Balancer (ALB/NLB Multi-Zone)", "category": "networking", "description": "Application and Network Load Balancers", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-clb", "name": "Server Load Balancer (CLB Multi-Zone)", "category": "networking", "description": "Classic Load Balancer", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "alibaba-vpn-gateway", "name": "VPN Gateway", "category": "networking", "description": "IPsec-VPN and SSL-VPN", "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ecs-multi-zone", "name": "Elastic Compute Service (ECS) - Multi-Zone", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ecs-single", "name": "Elastic Compute Service (ECS) - Single Instance", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": 99.975, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "disk", "name": "Elastic Block Storage (Cloud Disks)", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rds-multi-zone-3", "name": "ApsaraDB RDS - Multi-Zone (3+ zones)", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/apsaradb-for-rds-service-level-agreement-new", "uptime": 99.997, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rds-multi-zone-2", "name": "ApsaraDB RDS - Multi-Zone (2 zones)", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/apsaradb-for-rds-service-level-agreement-new", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rds-single-zone", "name": "ApsaraDB RDS - Single Zone", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/apsaradb-for-rds-service-level-agreement-new", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "apsaradb-redis", "name": "ApsaraDB for Redis", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/apsaradb-for-redis-service-level-agreement", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "apsaradb-mongodb", "name": "ApsaraDB for MongoDB", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/apsaradb-for-mongodb-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "tablestore", "name": "Tablestore", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/table-store-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "analyticdb-mysql", "name": "AnalyticDB for MySQL", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/analyticdb-for-mysql-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "analyticdb-postgresql", "name": "AnalyticDB for PostgreSQL", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/analyticdb-for-postgresql-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "elasticsearch", "name": "Elasticsearch", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elasticsearch-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "maxcompute", "name": "MaxCompute", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/maxcompute-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dataworks", "name": "DataWorks", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/dataworks-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "log-service", "name": "Log Service", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/log-service-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "slb-alb-nlb", "name": "Server Load Balancer (ALB/NLB) - Multi-Zone", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/server-load-balancer-service-level-agreement", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "slb-clb", "name": "Server Load Balancer (CLB) - Multi-Zone", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/server-load-balancer-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cdn", "name": "CDN", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/content-delivery-network-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mq-kafka", "name": "Message Queue for Apache Kafka", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/message-queue-for-apache-kafka-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mq-rocketmq", "name": "Message Queue for RocketMQ", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/message-queue-for-apache-rocketmq-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api-gateway", "name": "API Gateway", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/api-gateway-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "eventbridge", "name": "EventBridge", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pai", "name": "Machine Learning Platform for AI (PAI)", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/machine-learning-platform-for-ai-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "model-studio", "name": "Model Studio", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/alibaba-cloud-model-studio-model-inference-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "intelligent-speech", "name": "Intelligent Speech Interaction", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/intelligent-speech-interaction-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "image-search", "name": "Image Search", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "security-center", "name": "Security Center", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/security-center-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "waf", "name": "Web Application Firewall (WAF)", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/web-application-firewall-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "anti-ddos", "name": "Anti-DDoS", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/anti-ddos-proxy-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kms", "name": "Key Management Service (KMS)", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/key-management-service-service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ram", "name": "Resource Access Management (RAM)", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud-monitor", "name": "Cloud Monitor", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/cloudmonitor-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "actiontrail", "name": "ActionTrail", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ros", "name": "Resource Orchestration Service (ROS)", "category": null, "description": null, "sla_url": "https://www.alibabacloud.com/help/en/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Alibaba Cloud is a Cloud Infrastructure provider. Alibaba Cloud publishes a separate SLA per product rather than a single canonical index; the representative Elastic Compute Service (ECS) SLA is at [https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement](https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement).\n\n" }, { "slug": "amplitude", "name": "Amplitude", "vendor": "Amplitude", "website": "https://www.amplitude.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://amplitude.com/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://help.amplitude.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 Success Basic", "Premium Success Advanced", "Premium Success Signature" ], "has_24x7": false, "fastest_response": "1 hour (P0, Premium Success Signature)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://gethelp.amplitude.com/hc/en-us/articles/13513083850267-Amplitude-Technical-Support-offerings", "note": "Premium Success tiers list response targets, not credit-backed SLAs. No phone/video support. Generally follow-the-sun business hours; round-the-clock only for P0 on Premium Success. Live chat/Slack/Zoom at Premium Success; implementations + training/certification." }, "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": "analytics", "name": "Amplitude Analytics", "category": "analytics", "description": "Product analytics platform", "sla_url": "https://amplitude.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cdp", "name": "Amplitude CDP", "category": "customer-data", "description": "Customer data platform", "sla_url": "https://amplitude.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "experiment", "name": "Amplitude Experiment", "category": "a-b-testing", "description": "Feature flagging and experimentation", "sla_url": "https://amplitude.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "session-replay", "name": "Session Replay", "category": "analytics", "description": "Session recording and replay", "sla_url": "https://amplitude.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Amplitude is a Monitoring & Observability provider. See the official SLA at [https://amplitude.com/terms](https://amplitude.com/terms).\n\n" }, { "slug": "anthropic", "name": "Anthropic", "vendor": "Anthropic", "website": "https://www.anthropic.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://www.anthropic.com/legal/commercial-terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - Standard API has no SLA credits", "url": "https://support.anthropic.com", "required_evidence": [], "review_days": null, "credit_application": "N/A - Use via hyperscaler (Bedrock/Vertex) for SLA coverage" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://claude.com/solutions/enterprise", "note": "Email/portal (support.claude.com, Console); no published response-time SLA, phone, or named CSM. Enterprise onboarding via sales. (\"Priority Tier\" is API throughput, not support.) Email/portal (support.claude.com, Console); no published response-time SLA, phone, or named CSM. Enterprise onboarding via sales. (\"Priority Tier\" is API throughput, not support.)" }, "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": [ { "name": "Priority Tier (Deprecated)", "requirement": "No longer available for new purchases; existing commitments honored through contract end", "uptime": 99.5, "max_credit_percent": null, "sla_url": "https://platform.claude.com/docs/en/api/service-tiers" } ], "services": [ { "id": "api", "name": "Claude API", "category": "ai", "description": "Claude AI model API", "sla_url": "https://www.anthropic.com/legal/commercial-terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "claude-web", "name": "Claude.ai", "category": "ai", "description": "Claude web interface", "sla_url": "https://www.anthropic.com/legal/commercial-terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "workbench", "name": "Workbench", "category": "ai", "description": "API testing and development", "sla_url": "https://www.anthropic.com/legal/commercial-terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Anthropic is an AI & Machine Learning provider. Anthropic does not publish a credit-backed SLA. The Standard API tier is best-effort with no uptime guarantee. The Priority Tier targeted 99.5% uptime but is no longer available for new purchases — existing commitments are honored through their contract end date. Enterprise customers may negotiate separate availability terms. For credit-backed SLA coverage, use Claude via a hyperscaler (AWS Bedrock, Google Vertex AI) where the cloud provider's SLA applies.\n\n" }, { "slug": "appdynamics", "name": "AppDynamics", "vendor": "Cisco Systems, Inc.", "website": "https://www.appdynamics.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://legal.appdynamics.com/AppDynamics_cSaaS_SLA.pdf", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": 20, "max_credit": { "kind": "capped", "label": "20%", "value": 20, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 20, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.5, "credit": 5 }, { "below": 97, "credit": 10 }, { "below": 95, "credit": 20 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Support ticket", "url": "https://support.appdynamics.com", "required_evidence": [ "Evidence of availability shortfall during the quarter", "Affected resource and account details" ], "review_days": null, "credit_application": "Applied as account credit against future Cisco fees" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Internet or third-party network disruptions" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "appdynamics-csaas", "name": "AppDynamics cSaaS (APM)", "category": "monitoring-and-observability", "description": "Application performance monitoring SaaS delivered via Cisco cloud", "sla_url": "https://legal.appdynamics.com/AppDynamics_cSaaS_SLA.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "appdynamics-cloud", "name": "AppDynamics Cloud", "category": "monitoring-and-observability", "description": "Next-generation cloud-native APM on Cisco Cloud Observability platform", "sla_url": "https://legal.appdynamics.com/AppDynamics_Cloud_SLA_03.17.2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "AppDynamics (a Cisco product) offers a 99.5% quarterly availability SLA — note the measurement period is per calendar quarter, not monthly, which materially affects credit eligibility. Credits are tiered at 5/10/20% of quarterly fees, capped at 20% of the applicable monthly fee. Claims must be filed within 30 days of the quarter's end." }, { "slug": "asana", "name": "Asana", "vendor": "Asana", "website": "https://www.asana.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://asana.com/service-levels", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": 0, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "none", "max_credit_percent": 0, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA service credits offered", "url": "https://help.asana.com/s/?language=en_US", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Beta, trial, proof of concept, and sandbox versions", "Service Maintenance (not to exceed 360 minutes per Asana Fiscal Quarter)", "Failures or defects arising out of Third Party Services", "Causes beyond Asana's control" ], "support": { "tiers": [ "Standard", "Enterprise", "Enterprise+" ], "has_24x7": true, "fastest_response": "2 business hours (target, Enterprise/Enterprise+)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://asana.com/service-levels", "note": "Asana publishes a 2-hour response target on top tiers; not credit-backed. Email/portal only, no phone; 2-hour response is a target, not credit-backed." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 2 business hours" } ], "sla_tiers": [], "services": [ { "id": "goals", "name": "Asana Goals", "category": "okrs", "description": "Goal tracking and alignment", "sla_url": "https://asana.com/service-levels", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "portfolios", "name": "Asana Portfolios", "category": "portfolio-management", "description": "Project portfolio tracking", "sla_url": "https://asana.com/service-levels", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "work-management", "name": "Asana Work Management", "category": "project-management", "description": "Work management platform", "sla_url": "https://asana.com/service-levels", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "workflow-builder", "name": "Workflow Builder", "category": "automation", "description": "Custom workflow automation", "sla_url": "https://asana.com/service-levels", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Asana is a Productivity & Collaboration provider. See the official SLA at [https://asana.com/service-levels](https://asana.com/service-levels).\n\nAsana's Service Level Addendum applies to Enterprise & Enterprise+ subscriptions only and sets a target Service Availability Level of 99.9% per Asana Fiscal Quarter. It does not offer service credits, refunds, or any specified remedy for failing to meet the availability target.\n\n" }, { "slug": "assemblyai", "name": "AssemblyAI", "vendor": "AssemblyAI Inc.", "website": "https://www.assemblyai.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://www.assemblyai.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": 99.9, "max_credit_percent": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "incremental", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 10, "deadline_basis": "incident_date", "business_days": false, "method": "Email", "url": "https://www.assemblyai.com/contact", "required_evidence": [ "Account/Project ID", "Affected service", "Incident timestamps", "Impact evidence" ], "review_days": 30, "credit_application": "Applied to future invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": true, "fastest_response": "60 min (HIGH severity)", "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://www.assemblyai.com/docs/faq/what-are-your-support-hours-and-response-time-slas", "note": "Severity-based; tickets 24/7 and HIGH worked 24/7 (MEDIUM/LOW business hours). Phone is vendor-listed; Slack Connect for select customers. Severity-based; tickets 24/7 and HIGH worked 24/7 (MEDIUM/LOW business hours). Phone is vendor-listed; Slack Connect for select customers." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "stt", "name": "Universal Speech-to-Text", "category": "ai", "description": "Async transcription (Universal-3)", "sla_url": "https://www.assemblyai.com", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "streaming", "name": "Universal-Streaming", "category": "ai", "description": "Real-time STT", "sla_url": "https://www.assemblyai.com", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "audio-intel", "name": "Audio Intelligence", "category": "ai", "description": "Diarization, translation, PII redaction", "sla_url": "https://www.assemblyai.com", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "voice-agent", "name": "Voice Agent API", "category": "ai", "description": "LLM gateway + streaming", "sla_url": "https://www.assemblyai.com", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "AssemblyAI is an AI & Machine Learning provider. See the SLA/terms at [https://www.assemblyai.com/legal/service-level-agreement](https://www.assemblyai.com/legal/service-level-agreement)." }, { "slug": "astronomer", "name": "Astronomer", "vendor": "Astronomer, Inc.", "website": "https://www.astronomer.io", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.astronomer.io/legal/sla/", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "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": "awareness_date", "business_days": false, "method": "Support portal ticket", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Credits applied to future invoices only — no cash, no unilateral fee offsets", "Test, development, beta, and sandbox environments explicitly excluded", "Emergency Maintenance (vulnerability response) excluded from Downtime", "Downtime limited to Control Plane API endpoint unavailability only", "Force majeure, customer equipment, and third-party product failures excluded", "Credit tier percentages not publicly confirmed" ], "support": null, "support_tiers": [ { "name": "Developer", "slug": "developer", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Team", "slug": "team", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Business Critical", "slug": "business-critical", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "astronomer-astro", "name": "Astro (Managed Apache Airflow)", "category": "developer-tools", "description": "Managed Apache Airflow platform for data pipeline orchestration with enterprise security and governance", "sla_url": "https://www.astronomer.io/legal/sla/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Astronomer (Astronomer, Inc.; New York, NY / Cincinnati, OH) provides Astro, a managed Apache Airflow platform for data pipeline orchestration. The SLA commits to 99.5% monthly availability, measured as Control Plane API endpoint availability — test, development, beta, and sandbox environments are explicitly excluded. Credits apply to future invoices only; customers cannot unilaterally offset fees. Claims must be filed via the Support Portal within 30 days of becoming aware of the failure. The specific credit tier percentages are not publicly indexed." }, { "slug": "atlassian", "name": "Atlassian", "vendor": "Atlassian Corporation Plc", "website": "https://www.atlassian.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.atlassian.com/legal/sla", "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": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "premium", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 15, "deadline_basis": "end_of_calendar_month", "business_days": false, "method": "Support Portal", "url": "https://support.atlassian.com", "required_evidence": [ "Affected Cloud product", "Incident details" ], "review_days": null, "credit_application": "Applied to invoice for the affected Cloud Product" }, "exclusions": [ "Scheduled or emergency maintenance", "Force majeure events", "Internet/infrastructure issues outside Atlassian's control", "Customer breach, unauthorized use, equipment, or data", "Third-party products", "Sandbox, Free, and Beta products", "Integrations, API calls, and mobile experiences (except Bitbucket Git transactions)" ], "support": { "tiers": [ "Standard", "Premium", "Enterprise" ], "has_24x7": true, "fastest_response": "30 min (L1, Enterprise tier)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": false, "success_program": true, "training": false, "pricing": "flat", "source_url": "https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html", "note": "Atlassian uses commercially reasonable efforts to meet target response times; no credit remedy." }, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Standard", "slug": "standard", "price": "Per-user pricing", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Premium", "slug": "premium", "price": "Per-user pricing (higher)", "sla_eligible": true, "response_time": "< 1 hour" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 30 minutes" } ], "sla_tiers": [ { "name": "Enterprise", "requirement": "Enterprise plan", "uptime": 99.95, "max_credit_percent": null, "sla_url": "https://support.atlassian.com/subscriptions-and-billing/docs/service-level-agreement-for-atlassian-cloud-products/" } ], "services": [ { "id": "jira", "name": "Jira", "category": "project-management", "description": "Issue and project tracking", "sla_url": "https://www.atlassian.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "confluence", "name": "Confluence", "category": "documentation", "description": "Team collaboration and wiki", "sla_url": "https://www.atlassian.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "bitbucket", "name": "Bitbucket", "category": "source-control", "description": "Git code hosting", "sla_url": "https://www.atlassian.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "jira-service-management", "name": "Jira Service Management", "category": "it-service-management", "description": "Service desk and ITSM", "sla_url": "https://www.atlassian.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "trello", "name": "Trello", "category": "project-management", "description": "Visual project management", "sla_url": "https://www.atlassian.com/legal/sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "opsgenie", "name": "Opsgenie", "category": "incident-management", "description": "On-call and alerting; covered by a separate product-specific SLA", "sla_url": "https://www.atlassian.com/legal/product-terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "statuspage", "name": "Statuspage", "category": "status-communication", "description": "Status page hosting", "sla_url": "https://www.atlassian.com/legal/sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Atlassian is a DevOps & Development provider. See the official SLA at [https://www.atlassian.com/legal/sla](https://www.atlassian.com/legal/sla).\n\n" }, { "slug": "auth0", "name": "Auth0", "vendor": "Auth0", "website": "https://www.auth0.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf", "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": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 5 }, { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 20 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 5, "deadline_basis": "incident_date", "business_days": true, "method": "Contact Okta in writing (Technical Account Manager / Sales Representative)", "url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf", "required_evidence": [], "review_days": null, "credit_application": "Credit applied to the next invoice; unutilized credits applied to other fees or refunded" }, "exclusions": [ "Emergency maintenance", "Force Majeure Events", "Load or penetration testing by Customer", "Alpha, beta, or other non-generally available features or services", "Non-production Tenants or environments (e.g. staging and testing)", "Failed Customer API Calls due to client-side application errors (custom database, third-party IdPs, Rules/Hooks/Actions, non-Core Service extensibility points)" ], "support": { "tiers": [ "Self Service", "Premier Success Basic", "Premier Success Silver", "Premier Success Gold" ], "has_24x7": true, "fastest_response": "30 min (P1, Gold)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://auth0.com/docs/troubleshoot/customer-support/support-plans", "note": "Okta uses reasonable efforts to meet target response times; not credit-backed. Online support center; phone optional on Premier. Basic 24x5, Silver/Gold 24x7." }, "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": "actions", "name": "Auth0 Actions", "category": "identity", "description": "Custom logic in auth flows (excluded from Core Services SLA)", "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "authentication", "name": "Auth0 Authentication", "category": "identity", "description": "Universal Login and authentication", "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mfa", "name": "Auth0 Multi-Factor Auth", "category": "identity", "description": "MFA services", "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "organizations", "name": "Auth0 Organizations", "category": "identity", "description": "B2B identity management", "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sso", "name": "Auth0 SSO", "category": "identity", "description": "Single Sign-On", "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Auth0 is a Security & Identity provider. See the official Auth0 Platform Service Level Agreement at [https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf](https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf).\n\n" }, { "slug": "avalara", "name": "Avalara", "vendor": "Avalara, Inc.", "website": "https://www.avalara.com/us/en/index.html", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://legal.avalara.com/", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No Latency SLA published per developer documentation", "SLA terms vary by service and are in Service-Specific Supplemental Terms", "Availability SLA terms require Order Document review" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "avalara-avatax", "name": "Avalara AvaTax", "category": "finance-and-payments", "description": "Automated sales tax calculation and compliance API for e-commerce and ERP systems", "sla_url": "https://legal.avalara.com/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Avalara (Avalara, Inc., private — formerly NASDAQ: AVLR) provides automated tax compliance software including AvaTax. The developer documentation explicitly states no Latency SLA exists. Availability SLA terms are contained in per-customer Order Documents and Service-Specific Supplemental Terms — contact Avalara enterprise sales for SLA commitments." }, { "slug": "aws", "name": "AWS", "vendor": "Amazon Web Services, Inc.", "website": "https://aws.amazon.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://aws.amazon.com/legal/service-level-agreements/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "regional", "uptime": 99.99, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "business", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 10 }, { "below": 99, "credit": 30 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_second_billing_cycle", "business_days": false, "method": "AWS Support Center", "url": "https://console.aws.amazon.com/support/", "required_evidence": [ "AWS Account ID", "Affected resource ARNs", "Incident timestamps (UTC)", "Error logs or screenshots" ], "review_days": 5, "credit_application": "Applied to next billing cycle" }, "exclusions": [ "Scheduled maintenance with prior notice", "Force majeure events", "Customer-initiated actions or misconfigurations", "Free tier usage", "Preview and beta services", "Exceeding service quotas" ], "support": { "tiers": [ "Developer", "Business", "Enterprise On-Ramp", "Enterprise" ], "has_24x7": true, "fastest_response": "15 min (critical, Enterprise; ~5 min on Unified Operations)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://aws.amazon.com/premiumsupport/plans/", "note": "Enterprise Support adds a designated TAM, a roughly 15-minute business-critical response target (an SLO, not credit-backed), Well-Architected reviews, and Countdown event support. Priced as the greater of a flat minimum or a percentage of AWS spend. Designated TAM at Enterprise; AWS ProServe + proactive reviews. New Unified Operations tier adds an Incident Management Engineer with ~5-min critical response." }, "support_tiers": [ { "name": "Basic", "slug": "basic", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Developer", "slug": "developer", "price": "$29/month", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Business", "slug": "business", "price": "Greater of $100/month or 10% of AWS charges", "sla_eligible": true, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Greater of $15,000/month or custom", "sla_eligible": true, "response_time": "< 15 minutes" } ], "sla_tiers": [], "services": [ { "id": "ec2", "name": "Amazon EC2", "category": "compute", "description": "Virtual servers in the cloud", "sla_url": "https://aws.amazon.com/compute/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "s3", "name": "Amazon S3", "category": "storage", "description": "Object storage service", "sla_url": "https://aws.amazon.com/s3/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "lambda", "name": "AWS Lambda", "category": "compute", "description": "Serverless compute service", "sla_url": "https://aws.amazon.com/lambda/sla/", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rds", "name": "Amazon RDS", "category": "database", "description": "Managed relational database service", "sla_url": "https://aws.amazon.com/rds/sla/", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dynamodb", "name": "Amazon DynamoDB", "category": "database", "description": "Managed NoSQL database service", "sla_url": "https://aws.amazon.com/dynamodb/sla/", "uptime": 99.999, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": { "calculation": "tiered", "remedy": null, "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.999, "credit": 10 }, { "below": 99.99, "credit": 25 }, { "below": 99, "credit": 100 } ] } }, { "id": "cloudfront", "name": "Amazon CloudFront", "category": "cdn", "description": "Content delivery network", "sla_url": "https://aws.amazon.com/cloudfront/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "route53", "name": "Amazon Route 53", "category": "dns", "description": "Scalable DNS and domain registration", "sla_url": "https://aws.amazon.com/route53/sla/", "uptime": 100, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": { "calculation": "tiered", "remedy": null, "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 100, "credit": 25 } ] } }, { "id": "eks", "name": "Amazon EKS", "category": "containers", "description": "Managed Kubernetes service", "sla_url": "https://aws.amazon.com/eks/sla/", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sqs", "name": "Amazon SQS", "category": "messaging", "description": "Managed message queue service", "sla_url": "https://aws.amazon.com/messaging/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sns", "name": "Amazon SNS", "category": "messaging", "description": "Managed notification service", "sla_url": "https://aws.amazon.com/messaging/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "aurora", "name": "Amazon Aurora", "category": null, "description": null, "sla_url": "https://aws.amazon.com/rds/aurora/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api-gateway", "name": "Amazon API Gateway", "category": null, "description": null, "sla_url": "https://aws.amazon.com/api-gateway/sla/", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ecs", "name": "Amazon ECS", "category": null, "description": null, "sla_url": "https://aws.amazon.com/ecs/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "fargate", "name": "AWS Fargate", "category": null, "description": null, "sla_url": "https://aws.amazon.com/ecs/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kinesis-streams", "name": "Amazon Kinesis Data Streams", "category": null, "description": null, "sla_url": "https://aws.amazon.com/kinesis/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "redshift", "name": "Amazon Redshift", "category": null, "description": null, "sla_url": "https://aws.amazon.com/redshift/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "elasticache", "name": "Amazon ElastiCache", "category": null, "description": null, "sla_url": "https://aws.amazon.com/elasticache/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "opensearch", "name": "Amazon OpenSearch Service", "category": null, "description": null, "sla_url": "https://aws.amazon.com/opensearch-service/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "bedrock", "name": "Amazon Bedrock", "category": null, "description": null, "sla_url": "https://aws.amazon.com/bedrock/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sagemaker", "name": "Amazon SageMaker", "category": null, "description": null, "sla_url": "https://aws.amazon.com/sagemaker/sla/", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cognito", "name": "Amazon Cognito", "category": null, "description": null, "sla_url": "https://aws.amazon.com/cognito/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "step-functions", "name": "AWS Step Functions", "category": null, "description": null, "sla_url": "https://aws.amazon.com/step-functions/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "eventbridge", "name": "Amazon EventBridge", "category": null, "description": null, "sla_url": "https://aws.amazon.com/eventbridge/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "secrets-manager", "name": "AWS Secrets Manager", "category": null, "description": null, "sla_url": "https://aws.amazon.com/secrets-manager/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ssm-parameter-store", "name": "AWS Systems Manager Parameter Store", "category": null, "description": null, "sla_url": "https://aws.amazon.com/systems-manager/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vpc", "name": "Amazon VPC", "category": null, "description": null, "sla_url": "https://aws.amazon.com/vpc/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "direct-connect", "name": "AWS Direct Connect", "category": null, "description": null, "sla_url": "https://aws.amazon.com/directconnect/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "elb", "name": "Elastic Load Balancing", "category": null, "description": null, "sla_url": "https://aws.amazon.com/elasticloadbalancing/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudwatch", "name": "Amazon CloudWatch", "category": null, "description": null, "sla_url": "https://aws.amazon.com/cloudwatch/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "waf", "name": "AWS WAF", "category": null, "description": null, "sla_url": "https://aws.amazon.com/waf/sla/", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "shield-advanced", "name": "AWS Shield Advanced", "category": null, "description": null, "sla_url": "https://aws.amazon.com/shield/sla/", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ebs", "name": "Amazon EBS", "category": null, "description": null, "sla_url": "https://aws.amazon.com/ebs/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "efs", "name": "Amazon EFS", "category": null, "description": null, "sla_url": "https://aws.amazon.com/efs/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "app-runner", "name": "AWS App Runner", "category": null, "description": null, "sla_url": "https://aws.amazon.com/legal/service-level-agreements/", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "amplify-hosting", "name": "AWS Amplify Hosting", "category": null, "description": null, "sla_url": "https://aws.amazon.com/amplify/sla/", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "msk", "name": "Amazon MSK", "category": null, "description": null, "sla_url": "https://aws.amazon.com/msk/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mq", "name": "Amazon MQ", "category": null, "description": null, "sla_url": "https://aws.amazon.com/amazon-mq/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "documentdb", "name": "Amazon DocumentDB", "category": null, "description": null, "sla_url": "https://aws.amazon.com/documentdb/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "neptune", "name": "Amazon Neptune", "category": null, "description": null, "sla_url": "https://aws.amazon.com/neptune/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "keyspaces", "name": "Amazon Keyspaces", "category": null, "description": null, "sla_url": "https://aws.amazon.com/keyspaces/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "qldb", "name": "Amazon QLDB", "category": null, "description": null, "sla_url": "https://aws.amazon.com/qldb/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "timestream", "name": "Amazon Timestream", "category": null, "description": null, "sla_url": "https://aws.amazon.com/timestream/sla/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "backup", "name": "AWS Backup", "category": null, "description": null, "sla_url": "https://aws.amazon.com/backup/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "transfer-family", "name": "AWS Transfer Family", "category": null, "description": null, "sla_url": "https://aws.amazon.com/transfer/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "connect", "name": "Amazon Connect", "category": null, "description": null, "sla_url": "https://aws.amazon.com/products/connect/customer/sla0/", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "lex", "name": "Amazon Lex", "category": null, "description": null, "sla_url": "https://aws.amazon.com/ai/services/language-sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "polly", "name": "Amazon Polly", "category": null, "description": null, "sla_url": "https://aws.amazon.com/ai/services/language-sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "transcribe", "name": "Amazon Transcribe", "category": null, "description": null, "sla_url": "https://aws.amazon.com/ai/services/language-sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "translate", "name": "Amazon Translate", "category": null, "description": null, "sla_url": "https://aws.amazon.com/ai/services/language-sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rekognition", "name": "Amazon Rekognition", "category": null, "description": null, "sla_url": "https://aws.amazon.com/rekognition/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "textract", "name": "Amazon Textract", "category": null, "description": null, "sla_url": "https://aws.amazon.com/textract/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "comprehend", "name": "Amazon Comprehend", "category": null, "description": null, "sla_url": "https://aws.amazon.com/ai/services/language-sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "codebuild", "name": "AWS CodeBuild", "category": null, "description": null, "sla_url": "https://aws.amazon.com/codebuild/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "codepipeline", "name": "AWS CodePipeline", "category": null, "description": null, "sla_url": "https://aws.amazon.com/codepipeline/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "codedeploy", "name": "AWS CodeDeploy", "category": null, "description": null, "sla_url": "https://aws.amazon.com/codedeploy/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "glue", "name": "AWS Glue", "category": null, "description": null, "sla_url": "https://aws.amazon.com/glue/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "athena", "name": "Amazon Athena", "category": null, "description": null, "sla_url": "https://aws.amazon.com/athena/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "quicksight", "name": "Amazon QuickSight", "category": null, "description": null, "sla_url": "https://aws.amazon.com/quick/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "appsync", "name": "AWS AppSync", "category": null, "description": null, "sla_url": "https://aws.amazon.com/appsync/sla/", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "iot-core", "name": "AWS IoT Core", "category": null, "description": null, "sla_url": "https://aws.amazon.com/iot-core/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "acm", "name": "AWS Certificate Manager", "category": null, "description": null, "sla_url": "https://aws.amazon.com/legal/service-level-agreements/", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kms", "name": "AWS KMS", "category": null, "description": null, "sla_url": "https://aws.amazon.com/kms/sla/", "uptime": 99.999, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "AWS is a Cloud Infrastructure provider. See the official SLA at [https://aws.amazon.com/legal/service-level-agreements/](https://aws.amazon.com/legal/service-level-agreements/).\n\n" }, { "slug": "azure", "name": "Azure", "vendor": "Microsoft Azure", "website": "https://azure.microsoft.com/en-us", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "regional", "uptime": 99.99, "max_credit_percent": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 10 }, { "below": 99, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_calendar_month_of_failure", "business_days": false, "method": "Azure Support Portal", "url": "https://portal.azure.com/#blade/Microsoft_Azure_Support/HelpAndSupportBlade", "required_evidence": [ "Azure Subscription ID", "Affected resource IDs", "Incident timestamps (UTC)", "Error messages and logs", "Description of impact" ], "review_days": 10, "credit_application": "Applied as credit to Azure bill" }, "exclusions": [ "Scheduled maintenance with prior notice", "Force majeure events", "Customer-initiated actions", "Preview/Beta services", "Free tier services", "Services outside supported regions" ], "support": { "tiers": [ "Developer", "Standard", "Professional Direct", "Microsoft Unified" ], "has_24x7": true, "fastest_response": "15 min (Sev A, Professional Direct+)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://azure.microsoft.com/support/plans/", "note": "Microsoft Unified (custom, roughly percent-of-spend) adds a CSAM, a designated technical team for critical cases, a roughly 15-minute Azure-critical response target, and proactive assessments. Response times are targets, not credited. Sev A 24/7 from Standard up (Standard ~1 hr; ProDirect/Unified 15 min). ProDirect service delivery; TAM-equivalent at Unified. PSO engagements." }, "support_tiers": [ { "name": "Basic", "slug": "basic", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Developer", "slug": "developer", "price": "$29/month", "sla_eligible": false, "response_time": "< 8 hours" }, { "name": "Standard", "slug": "standard", "price": "$100/month", "sla_eligible": true, "response_time": "< 1 hour" }, { "name": "Professional Direct", "slug": "professional-direct", "price": "$1,000/month", "sla_eligible": true, "response_time": "< 15 minutes" }, { "name": "Premier", "slug": "premier", "price": "Custom (starts ~$50,000/year)", "sla_eligible": true, "response_time": "< 15 minutes" } ], "sla_tiers": [], "services": [ { "id": "virtual-machines", "name": "Azure Virtual Machines", "category": "compute", "description": "Infrastructure-as-a-service VMs", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "blob-storage", "name": "Azure Blob Storage", "category": "storage", "description": "Object storage for unstructured data", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sql-database", "name": "Azure SQL Database", "category": "database", "description": "Managed relational SQL database", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cosmos-db", "name": "Azure Cosmos DB", "category": "database", "description": "Globally distributed NoSQL database", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.999, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": { "calculation": "tiered", "remedy": null, "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.999, "credit": 10 }, { "below": 99.99, "credit": 25 }, { "below": 99, "credit": 100 } ] } }, { "id": "functions", "name": "Azure Functions", "category": "compute", "description": "Serverless compute service", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kubernetes-service", "name": "Azure Kubernetes Service", "category": "containers", "description": "Managed Kubernetes service", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "app-service", "name": "Azure App Service", "category": "compute", "description": "Managed web app hosting", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cdn", "name": "Azure CDN", "category": "cdn", "description": "Content delivery network", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "load-balancer", "name": "Azure Load Balancer", "category": "networking", "description": "Layer 4 load balancer", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "service-bus", "name": "Azure Service Bus", "category": "messaging", "description": "Enterprise message broker", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "virtual-machines-zone", "name": "Azure Virtual Machines (Zone Redundant Deployment)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "virtual-machines", "name": "Azure Virtual Machines (Non-Zone Redundant Deployment)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "app-service-standard", "name": "Azure App Service (Standard Tier)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "app-service-enterprise", "name": "Azure App Service (Enterprise Tier)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "functions-consumption", "name": "Azure Functions (Consumption Plan)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "functions-premium", "name": "Azure Functions (Dedicated/Premium/Flex)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "spring-apps-standard", "name": "Azure Spring Apps (Standard Tier)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "spring-apps-enterprise", "name": "Azure Spring Apps (Enterprise Tier)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "lab-services", "name": "Azure Lab Services", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "container-instances", "name": "Azure Container Instances", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "key-vault", "name": "Azure Key Vault", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "firewall-manager", "name": "Azure Firewall Manager", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ddos-protection-basic", "name": "Azure DDoS Protection (Basic)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ddos-protection-standard", "name": "Azure DDoS Protection Standard", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "bastion", "name": "Azure Bastion", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "private-link", "name": "Azure Private Link / Private Endpoints", "category": null, "description": null, 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"credit_policy": null }, { "id": "container-registry", "name": "Azure Container Registry (ACR)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "storage-lrs", "name": "Azure Storage - Local Redundant Storage (LRS)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "storage-zrs", "name": "Azure Storage - Zone Redundant Storage (ZRS)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", 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"2026-06-23", "credit_policy": null }, { "id": "power-virtual-agents", "name": "Power Virtual Agents / Copilot Studio Bots", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sharepoint-syntex", "name": "SharePoint Syntex", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "microsoft-planner", "name": "Microsoft Planner", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "microsoft-forms", "name": "Microsoft Forms", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "microsoft-loop", "name": "Microsoft Loop", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "microsoft-whiteboard-client", "name": "Microsoft Whiteboard (Client Application)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "microsoft-stream-sharepoint", "name": "Microsoft Stream (on SharePoint)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "microsoft-to-do", "name": "Microsoft To Do", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "microsoft-lists", "name": "Microsoft Lists", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "microsoft-sway", "name": "Microsoft Sway", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "viva-engage", "name": "Viva Engage (formerly Yammer)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "viva-insights-personal", "name": "Viva Insights (Personal Insights)", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "viva-topics", "name": "Viva Topics", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "viva-learning", "name": "Viva Learning", "category": null, "description": null, "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Azure is a Cloud Infrastructure provider. See the official SLA at [https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services](https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services).\n\n" }, { "slug": "backblaze", "name": "Backblaze", "vendor": "Backblaze", "website": "https://www.backblaze.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.backblaze.com/company/policy/sla", "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": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 5 }, { "below": 99, "credit": 10 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "month_end", "business_days": false, "method": "Support ticket", "url": "https://www.backblaze.com/help", "required_evidence": [ "Month and year in title", "Affected User Account", "Estimated downtime amount", "Dates and times of each User Downtime incident" ], "review_days": 30, "credit_application": "Applied against the customer's next payment for Covered Services" }, "exclusions": [ "Force majeure event or internet disruption unrelated to Backblaze", "Acts or omissions by you or a third party", "Scheduled maintenance windows", "Hardware or software not under Backblaze's control", "Failure to follow B2 Cloud Storage integration requirements", "Account suspension or termination for policy violations" ], "support": { "tiers": [ "GIGA", "TERA", "PETA" ], "has_24x7": false, "fastest_response": "2 business hours (PETA target)", "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": "flat", "source_url": "https://www.backblaze.com/help/customer-support", "note": "PETA tier publishes a 2-hour response target; we treat it as a target unless an explicit credit schedule is provided. Only the PETA tier has a 24/7 availability hotline; email support is business hours (9-5 PT). 2-5 named contacts, no TAM/CSM." }, "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": "b2", "name": "Backblaze B2 Cloud Storage", "category": "storage", "description": "S3-compatible cloud storage", "sla_url": "https://www.backblaze.com/company/policy/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "computer-backup", "name": "Computer Backup", "category": "backup", "description": "Personal/business computer backup; SLA-eligible only for Tera or Peta support plan customers", "sla_url": "https://www.backblaze.com/company/policy/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Backblaze is a Cloud Infrastructure provider. See the official SLA at [https://www.backblaze.com/company/policy/sla](https://www.backblaze.com/company/policy/sla).\n\n" }, { "slug": "bamboohr", "name": "BambooHR", "vendor": "BambooHR", "website": "https://www.bamboohr.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.bamboohr.com/legal/terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": 0, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": 0, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://www.bamboohr.com/about-bamboohr/contact/", "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 Support", "Premium Services" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.bamboohr.com/why-bamboohr/services", "note": "Business-hours live support plus 24/7 AI chat; Premium Services adds training and guidance. Human support Mon-Fri 6am-6pm MT (AI chat 24/7). HR Consulting/coaching available as add-ons. Human support Mon-Fri 6am-6pm MT (AI chat 24/7). HR Consulting/coaching available as add-ons." }, "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": "core", "name": "BambooHR Core", "category": "hris", "description": "Core HR management", "sla_url": "https://www.bamboohr.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hiring", "name": "BambooHR Hiring", "category": "ats", "description": "Applicant tracking", "sla_url": "https://www.bamboohr.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payroll", "name": "BambooHR Payroll", "category": "payroll", "description": "Payroll processing", "sla_url": "https://www.bamboohr.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "performance", "name": "BambooHR Performance", "category": "performance-management", "description": "Performance reviews", "sla_url": "https://www.bamboohr.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "time-tracking", "name": "Time Tracking", "category": "time-and-attendance", "description": "Time tracking and PTO", "sla_url": "https://www.bamboohr.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "BambooHR is a HR & People Operations provider. See the official SLA at [https://www.bamboohr.com/legal/terms-of-service](https://www.bamboohr.com/legal/terms-of-service).\n\n" }, { "slug": "bandwidth", "name": "Bandwidth", "vendor": "Bandwidth Inc.", "website": "https://www.bandwidth.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.bandwidth.com/legal/", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Standard agreement provides services on as-is and as-available basis", "SLA terms require enterprise agreement negotiation" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "bandwidth-voice-api", "name": "Bandwidth Voice API", "category": "communication-and-collaboration", "description": "Programmable voice calls, phone number management, and PSTN connectivity", "sla_url": "https://www.bandwidth.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "bandwidth-messaging-api", "name": "Bandwidth Messaging API", "category": "communication-and-collaboration", "description": "SMS and MMS messaging API with 10DLC and toll-free number support", "sla_url": "https://www.bandwidth.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Bandwidth (Bandwidth Inc., NASDAQ: BAND, Raleigh NC) provides programmable voice, messaging, and emergency calling APIs for enterprises and communication platform builders. The standard Communications Services Agreement provides no numeric uptime commitment — SLA terms including uptime percentages and credit structures are enterprise-negotiated. Contact your Bandwidth account team for SLA terms." }, { "slug": "baseten", "name": "Baseten", "vendor": "Baseten, Inc.", "website": "https://www.baseten.co", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://www.baseten.co/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": 40, "max_credit": { "kind": "capped", "label": "40%", "value": 40, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 40, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99.5, "credit": 15 }, { "below": 99, "credit": 30 } ] }, "claim_process": { "deadline_days": 1, "deadline_basis": "incident_date", "business_days": false, "method": "Email", "url": "mailto:billing@baseten.co", "required_evidence": [ "Account/Project ID", "Affected service", "Incident timestamps", "Impact evidence" ], "review_days": 30, "credit_application": "Applied to future invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://www.baseten.co/service-level-agreement/", "note": "Email/portal; Pro/Enterprise get dedicated engineers (no public phone/Slack). Published SLA covers 99.9% availability + credits; response negotiated. Performance engineering / managed observability. Email/portal; Pro/Enterprise get dedicated engineers (no public phone/Slack). Published SLA covers 99.9% availability + credits; response negotiated. Performance engineering / managed observability." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "dedicated", "name": "Dedicated Inference", "category": "ai", "description": "Dedicated model deployments (SLA-covered)", "sla_url": "https://www.baseten.co/service-level-agreement/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "model-apis", "name": "Model APIs", "category": "ai", "description": "Hosted open-model inference", "sla_url": "https://www.baseten.co", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "training", "name": "Training", "category": "ai", "description": "Model fine-tuning / training", "sla_url": "https://www.baseten.co", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Baseten is an AI & Machine Learning provider. See the SLA/terms at [https://www.baseten.co/service-level-agreement/](https://www.baseten.co/service-level-agreement/)." }, { "slug": "better-stack", "name": "Better Stack", "vendor": "Better Stack, Inc.", "website": "https://betterstack.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://betterstack.com/terms-of-service", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No SLA exists for standard plans", "Enterprise SLA terms not publicly available" ], "support": null, "support_tiers": [ { "name": "Starter", "slug": "starter", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Team", "slug": "team", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "better-stack-platform", "name": "Better Stack Platform", "category": "monitoring-and-observability", "description": "Uptime monitoring, on-call alerting, incident management, and log management", "sla_url": "https://betterstack.com/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Better Stack is an uptime monitoring and observability platform. Per the vendor's own documentation, Better Stack does not currently provide an SLA for standard plans. Enterprise tier customers may negotiate custom SLA terms — contact Better Stack directly." }, { "slug": "bigcommerce", "name": "BigCommerce", "vendor": "BigCommerce", "website": "https://www.bigcommerce.com", "category": "e-commerce", "category_name": "E-commerce", "tags": [], "sla_url": "https://www.commerce.com/terms/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://support.bigcommerce.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", "Enterprise" ], "has_24x7": true, "fastest_response": "~2 min (live chat/phone); ~12 hrs email", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.bigcommerce.com/blog/professional-services-technical-support/", "note": "24/7 chat/phone on all plans; Enterprise adds a CSM and Solutions Architect. 24/7 US-based chat/phone/email (phone availability tier-gated by sales plan); Enterprise reaches Tier 2 + a CSM. Implementation PM and TAM offered." }, "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": "api", "name": "BigCommerce APIs", "category": "api", "description": "E-commerce APIs", "sla_url": "https://www.commerce.com/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "b2b", "name": "BigCommerce B2B Edition", "category": "b2b-e-commerce", "description": "B2B e-commerce features", "sla_url": "https://www.commerce.com/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "checkout", "name": "BigCommerce Checkout", "category": "checkout", "description": "Checkout experience", "sla_url": "https://www.commerce.com/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "storefront", "name": "BigCommerce Storefront", "category": "e-commerce", "description": "Online storefront", "sla_url": "https://www.commerce.com/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "BigCommerce is a E-commerce provider. The former SLA URL (https://www.bigcommerce.com/terms/sla/) now returns 404, and bigcommerce.com/terms/ redirects to commerce.com following the rebrand to \"Commerce\". See the official Master Services Agreement at [https://www.commerce.com/terms/](https://www.commerce.com/terms/). No public uptime/SLA or service-credit terms were found in the official legal documents; SLA details appear to be gated to support.bigcommerce.com help-center articles that could not be programmatically verified.\n\n" }, { "slug": "bill-com", "name": "BILL", "vendor": "Bill.com LLC", "website": "https://www.bill.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.bill.com/terms-of-service", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "US", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Services provided on as-is basis per Terms of Service", "No uptime SLA in standard Terms of Service" ], "support": null, "support_tiers": [ { "name": "Essentials", "slug": "essentials", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Team", "slug": "team", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Corporate", "slug": "corporate", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "bill-ap-ar", "name": "BILL AP/AR Automation", "category": "finance-and-payments", "description": "Accounts payable and accounts receivable automation for SMBs and mid-market companies", "sla_url": "https://www.bill.com/terms-of-service", "uptime": null, "uptime_scope": "US", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "BILL (Bill.com LLC, subsidiary of BILL Holdings Inc.) is an AP/AR automation platform for SMBs and mid-market companies. The standard Terms of Service provide services on an as-is basis with no numeric uptime commitment or credit remedy. Contact BILL directly for any enterprise SLA arrangements." }, { "slug": "bitbucket", "name": "Bitbucket", "vendor": "Bitbucket", "website": "https://bitbucket.org", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.atlassian.com/legal/sla", "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": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "premium", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 15, "deadline_basis": "month_end", "business_days": false, "method": "Atlassian Support ticket", "url": "https://support.atlassian.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": [ "Free", "Standard", "Premium", "Enterprise" ], "has_24x7": true, "fastest_response": "30 min (L1, Enterprise tier)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": false, "success_program": false, "training": true, "pricing": "flat", "source_url": "https://confluence.atlassian.com/support/atlassian-support-offerings-193299636.html", "note": "Premium/Enterprise list response targets with re-performance as the stated remedy, not credits. Implementation/migration are partner-delivered, not Atlassian first-party SoW." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "api", "name": "Bitbucket API", "category": "api", "description": "REST and GraphQL APIs", "sla_url": "https://www.atlassian.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud", "name": "Bitbucket Cloud", "category": "devops", "description": "Git repository hosting", "sla_url": "https://www.atlassian.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pipelines", "name": "Bitbucket Pipelines", "category": "ci-cd", "description": "CI/CD pipelines", "sla_url": "https://www.atlassian.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Bitbucket is a DevOps & Development provider. See the official SLA at [https://www.atlassian.com/legal/sla](https://www.atlassian.com/legal/sla).\n\n" }, { "slug": "bitwarden", "name": "Bitwarden", "vendor": "Bitwarden", "website": "https://www.bitwarden.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://bitwarden.com/terms/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://bitwarden.com/contact/", "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": [ "Free", "Priority (Premium/Teams/Enterprise)", "Enterprise Services" ], "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": "flat", "source_url": "https://bitwarden.com/products/business-support/", "note": "24/7/365 priority support; published as a target, not a credit-backed SLA. Portal/email only (no phone); 24x7 ticket support. Priority Enterprise adds an accounts-team contact, onboarding and adoption." }, "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": "api", "name": "Bitwarden API", "category": "apis", "description": "Public API", "sla_url": "https://bitwarden.com/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "directory", "name": "Bitwarden Directory Connector", "category": "identity-management", "description": "Directory sync", "sla_url": "https://bitwarden.com/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "send", "name": "Bitwarden Send", "category": "security", "description": "Secure sharing", "sla_url": "https://bitwarden.com/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vault", "name": "Bitwarden Vault", "category": "security", "description": "Password vault", "sla_url": "https://bitwarden.com/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Bitwarden is a Security & Identity provider. See the official SLA at [https://bitwarden.com/terms/](https://bitwarden.com/terms/).\n\n" }, { "slug": "black-forest-labs", "name": "Black Forest Labs", "vendor": "Black Forest Labs Inc.", "website": "https://bfl.ai", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://bfl.ai/legal/developer-terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://bfl.ai/contact", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://bfl.ai/enterprise", "note": "Email; Enterprise adds direct engineering + named AM/solutions engineer and unquantified \"worldwide\" SLAs. Onboarding, integration, prompt-engineering workshops. Email; Enterprise adds direct engineering + named AM/solutions engineer and unquantified \"worldwide\" SLAs. Onboarding, integration, prompt-engineering workshops." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "flux2-api", "name": "FLUX.2 API", "category": "ai", "description": "Text-to-image generation API", "sla_url": "https://bfl.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "flux-dev", "name": "FLUX [dev]", "category": "ai", "description": "Open-weight image models", "sla_url": "https://bfl.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kontext", "name": "FLUX Kontext", "category": "ai", "description": "Image editing", "sla_url": "https://bfl.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "tools", "name": "FLUX Tools", "category": "ai", "description": "Outpainting, eraser, virtual try-on", "sla_url": "https://bfl.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Black Forest Labs is an AI & Machine Learning provider. See the SLA/terms at [https://bfl.ai/legal/developer-terms-of-service](https://bfl.ai/legal/developer-terms-of-service)." }, { "slug": "blue-yonder", "name": "Blue Yonder", "vendor": "Blue Yonder", "website": "https://blueyonder.com", "category": "enterprise-and-operations", "category_name": "Enterprise & Operations", "tags": [], "sla_url": "https://blueyonder.com/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Customer Success Manager", "url": "https://success.blueyonder.com/s/support-information?language=en_US", "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": [], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://info.blueyonder.com/blue-yonder-platform/what-are-blue-yonder-customer-success-support-services", "note": "24x7 critical incident management is Premium/Cloud-tier; Regional TAM for SaaS customers; broad SoW professional services (implementation, migration, change management). No public response-time figure." }, "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": "by-demand-planning", "name": "Demand Planning", "category": "demand-planning", "description": "AI-driven demand forecasting", "sla_url": "https://blueyonder.com/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "by-luminate-commerce", "name": "Luminate Commerce", "category": "commerce", "description": "Omnichannel fulfillment", "sla_url": "https://blueyonder.com/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "by-luminate-logistics", "name": "Luminate Logistics", "category": "logistics", "description": "Transportation and warehouse management", "sla_url": "https://blueyonder.com/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "by-luminate-planning", "name": "Luminate Planning", "category": "supply-chain-planning", "description": "End-to-end supply chain planning", "sla_url": "https://blueyonder.com/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "by-warehouse-management", "name": "Warehouse Management", "category": "wms", "description": "Warehouse management system", "sla_url": "https://blueyonder.com/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Blue Yonder is a Enterprise Software provider. See the official SLA at [https://blueyonder.com/legal](https://blueyonder.com/legal).\n\n" }, { "slug": "bmc-software", "name": "BMC Software", "vendor": "BMC Software", "website": "https://www.bmc.com", "category": "enterprise-and-operations", "category_name": "Enterprise & Operations", "tags": [], "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": null, "max_credit": { "kind": "time", "label": "time-based", "value": null, "unit": "time" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_month", "business_days": false, "method": "Email to SLArequest@bmc.com", "url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf", "required_evidence": [ "Account number in email subject", "BMC-provided monthly availability report OR dates and times of each incident of Non-excluded Downtime" ], "review_days": 15, "credit_application": "Applied against customer's next transaction" }, "exclusions": [ "Scheduled or mutually agreed maintenance (routine, non-emergency, or emergency)", "Downtime on nonproduction systems", "Force majeure / factors outside BMC's reasonable control (acts of God, government, flood, fire, hurricane, earthquake, civil unrest, terror, strikes, epidemics, pandemics, quarantines, ISP or power failures)", "Failure of customer's Internet access or related problems", "Customer or third-party equipment, software, or technology (outside BMC's direct control)", "Actions or inactions of customer or any third party", "Service suspension or termination of customer's right to use the Subscription Services" ], "support": { "tiers": [ "Base Support", "Premier Support Foundation", "Premier Support Gold" ], "has_24x7": true, "fastest_response": "30 min (Sev-1A SaaS outage); 1 hour (Sev-1)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.bmc.com/it-services/customer-support-offerings.html", "note": "Response times are stated as goals/targets, not contractual SLAs. Premier Support adds a dedicated analyst team + account manager; 30-min applies specifically to Sev-1A SaaS outages." }, "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": "helix-digital-workplace", "name": "BMC Helix Digital Workplace", "category": "employee-experience", "description": "Digital workplace services", "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "helix-discovery", "name": "BMC Helix Discovery", "category": "cmdb", "description": "Asset and dependency discovery", "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "helix-itsm", "name": "BMC Helix ITSM", "category": "itsm", "description": "IT service management", "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "helix-operations", "name": "BMC Helix Operations Management", "category": "it-operations", "description": "IT operations automation", "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "helix-remedyforce", "name": "BMC Helix Remedyforce", "category": "itsm", "description": "Salesforce-based ITSM", "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "BMC Software is a Other SaaS provider. See the official SLA at [https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf](https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf).\n\n" }, { "slug": "box", "name": "Box", "vendor": "Box, Inc.", "website": "https://www.box.com", "category": "storage-and-backup", "category_name": "Storage & Backup", "tags": [], "sla_url": "https://www.box.com/legal/sla", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 15, "deadline_basis": "incident_date", "business_days": false, "method": "Support ticket then written claim", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance with advance notice", "Force majeure events outside Box control", "Customer misuse or misconfiguration", "Third-party service failures outside Box control", "Credit tier percentages (% per uptime band) not publicly confirmed" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Business Plus", "slug": "business-plus", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "box-content-cloud", "name": "Box Content Cloud", "category": "storage-and-backup", "description": "Cloud content management and collaboration platform for secure file storage, sharing, and workflow automation", "sla_url": "https://www.box.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Box (Box, Inc., Delaware; Redwood City, CA) is a cloud content management and collaboration platform. The SLA guarantees 99.9% monthly availability. The claim process is two-step: file a support ticket within 15 days of the downtime event, then submit a written claim within 15 days of receiving Box's uptime confirmation report. Credits are capped at the total monthly fees for the affected period. The specific credit tier percentages (per uptime band) are not publicly indexed." }, { "slug": "braintree", "name": "Braintree", "vendor": "Braintree", "website": "https://www.braintree.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.paypal.com/us/legalhub/braintree/home", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": 0, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_credit", "max_credit_percent": 0, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://developer.paypal.com/braintree/help", "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": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://developer.paypal.com/braintree/help/", "note": "Web help form/portal + email (the phone line is sales, not support). Assigned CSM/AM/TAM for enterprise merchants. A <4-hour P1 target exists only for the Data Lens product, not account-wide. 24x7 not stated." }, "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": "gateway", "name": "Braintree Gateway", "category": "payment-processing", "description": "Payment gateway", "sla_url": "https://www.paypal.com/us/legalhub/braintree/payment-services-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vault", "name": "Braintree Vault", "category": "card-vaulting", "description": "Secure card storage", "sla_url": "https://www.paypal.com/us/legalhub/braintree/payment-services-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "paypal", "name": "PayPal Integration", "category": "wallet", "description": "PayPal checkout", "sla_url": "https://www.paypal.com/us/legalhub/braintree/payment-services-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "venmo", "name": "Venmo Integration", "category": "wallet", "description": "Venmo checkout", "sla_url": "https://www.paypal.com/us/legalhub/braintree/payment-services-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Braintree is a Finance & Payments provider. See the official legal agreements at [https://www.paypal.com/us/legalhub/braintree/home](https://www.paypal.com/us/legalhub/braintree/home). Braintree (a PayPal service) does not publish a public uptime SLA with service credits; the Braintree Payment Services Agreement provides the service \"AS IS\" without any warranty (Section 8.03).\n\n" }, { "slug": "braze", "name": "Braze", "vendor": "Braze", "website": "https://www.braze.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://www.braze.com/company/legal/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.braze.com/docs/support_contact", "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": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://www.braze.com/customer-support-services", "note": "Support portal/web form for designated contacts (no phone/chat); off-hours = next business day. SoW-based Customer Support Services catalog. Support portal/web form for designated contacts (no phone/chat); off-hours = next business day. SoW-based Customer Support Services catalog." }, "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": "canvas", "name": "Braze Canvas", "category": "journey-orchestration", "description": "Customer journey builder", "sla_url": "https://www.braze.com/company/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "currents", "name": "Braze Currents", "category": "data-export", "description": "Real-time data streaming", "sla_url": "https://www.braze.com/company/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "messaging", "name": "Braze Messaging", "category": "messaging", "description": "Push, email, SMS, in-app", "sla_url": "https://www.braze.com/company/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "segmentation", "name": "Braze Segmentation", "category": "segmentation", "description": "Audience segmentation", "sla_url": "https://www.braze.com/company/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "content-cards", "name": "Content Cards", "category": "in-app", "description": "Persistent in-app messages", "sla_url": "https://www.braze.com/company/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Braze is a Marketing & Analytics provider. Braze does not publish a standalone public SLA; service-availability terms appear in the [Main Subscription Agreement](https://www.braze.com/company/legal/terms) (Section 2.3), which commits only to \"commercially reasonable efforts\" to keep the Services available, with no published uptime percentage or service-credit schedule.\n\n" }, { "slug": "brex", "name": "Brex", "vendor": "Brex Inc.", "website": "https://www.brex.com", "category": "fintech-and-payments", "category_name": "Fintech & Payments", "tags": [], "sla_url": "https://www.brex.com/legal/platform-agreement", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Explicit as-is / as-available warranty disclaimers", "No availability guarantee or credit mechanism in public terms", "Acquired by Capital One on April 7, 2026 — terms subject to change" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Premium", "slug": "premium", "price": "Subscription", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "brex-corporate-cards", "name": "Brex Corporate Cards & Spend Management", "category": "fintech-and-payments", "description": "Corporate cards, expense management, and business banking platform for startups and enterprises", "sla_url": "https://www.brex.com/legal/platform-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Brex (Brex Inc., Delaware; acquired by Capital One April 7, 2026) was a corporate card and spend management platform for startups. The Terms of Service contained explicit as-is disclaimers with no uptime guarantee, no credit mechanism, and no availability warranty. No financial remedy for availability failures existed in the public terms. Following the Capital One acquisition, terms are subject to change." }, { "slug": "brightcove", "name": "Brightcove", "vendor": "Brightcove Inc.", "website": "https://www.brightcove.com", "category": "content-and-media", "category_name": "Content & Media", "tags": [], "sla_url": "https://www.brightcove.com/legal/terms-and-conditions", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "time", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Support ticket", "url": "https://support.brightcove.com/en/contact", "required_evidence": [ "Dates and times of downtime", "Affected player or UI features", "Account details" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Third-party CDN outages outside Brightcove control" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "brightcove-video-cloud", "name": "Brightcove Video Cloud", "category": "content-and-media", "description": "Enterprise video hosting, live streaming, and video player platform", "sla_url": "https://www.brightcove.com/legal/terms-and-conditions", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Brightcove (Brightcove Inc., Delaware) is an enterprise video platform. The SLA distinguishes between Player features (99.9%) and U/I features (99.5%) with a per-minute pro-rata credit formula. Claims must be submitted within 30 days of month-end. SLA credits are the sole and exclusive remedy for downtime." }, { "slug": "browserstack", "name": "BrowserStack", "vendor": "BrowserStack", "website": "https://www.browserstack.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.browserstack.com/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.browserstack.com/contact", "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", "Ultimate" ], "has_24x7": true, "fastest_response": "30 min (P0, Ultimate tier)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": true, "training": false, "pricing": "custom", "source_url": "https://www.browserstack.com/enterprise-support", "note": "Published initial-response targets across tiers; not explicitly contractual." }, "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": "app-automate", "name": "App Automate", "category": "testing", "description": "Automated mobile app testing", "sla_url": "https://www.browserstack.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "app-live", "name": "App Live", "category": "testing", "description": "Manual mobile app testing", "sla_url": "https://www.browserstack.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "automate", "name": "BrowserStack Automate", "category": "testing", "description": "Automated browser testing", "sla_url": "https://www.browserstack.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "live", "name": "BrowserStack Live", "category": "testing", "description": "Manual cross-browser testing", "sla_url": "https://www.browserstack.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "percy", "name": "Percy Visual Testing", "category": "testing", "description": "Visual regression testing", "sla_url": "https://www.browserstack.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "BrowserStack is a DevOps & Development provider. See the official SLA at [https://www.browserstack.com/terms](https://www.browserstack.com/terms).\n\n" }, { "slug": "buildkite", "name": "Buildkite", "vendor": "Buildkite Pty Ltd", "website": "https://buildkite.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://buildkite.com/about/legal/service-level-agreement/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "premium", "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": 5, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Email", "url": "mailto:support@buildkite.com", "required_evidence": [ "Customer name and contact information", "Dates and times of service unavailability", "Request logs for the affected period" ], "review_days": null, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Non-Premium plan customers (credits only available to Premium tier)" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Premium", "slug": "premium", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "buildkite-pipelines", "name": "Buildkite Platform and Pipelines", "category": "ci-cd", "description": "Continuous integration and deployment pipeline orchestration service", "sla_url": "https://buildkite.com/about/legal/service-level-agreement/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Buildkite is a CI/CD platform offering a 99.95% monthly uptime SLA for all active subscribers, but service credit eligibility is restricted to Premium plan customers. The claim window is an unusually short five calendar days after the month ends — among the shortest in the industry. Specific credit tier percentages per uptime threshold were not captured verbatim; direct verification of the SLA page is recommended." }, { "slug": "bunny", "name": "Bunny.net", "vendor": "BunnyWay d.o.o.", "website": "https://bunny.net", "category": "cdn-and-edge", "category_name": "CDN & Edge", "tags": [], "sla_url": "https://bunny.net/tos/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.995, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "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": null, "deadline_basis": null, "business_days": false, "method": "Support ticket", "url": "https://bunny.net/contact/", "required_evidence": [ "Dates and times of service unavailability", "Affected CDN zone or storage zone details" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "DDoS attacks targeting customer origin" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "bunny-cdn", "name": "Bunny CDN", "category": "cdn-and-edge", "description": "Global content delivery network with edge caching and optimization", "sla_url": "https://bunny.net/tos/", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "bunny-storage", "name": "BunnyStorage", "category": "cdn-and-edge", "description": "Distributed edge storage for static assets and files", "sla_url": "https://bunny.net/tos/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Bunny.net (operated by BunnyWay d.o.o., Ljubljana, Slovenia) is a CDN and edge storage provider. The SLA commits to 99.995% monthly uptime for CDN and 99.99% for BunnyStorage with credit remedies. Specific credit tier percentages require direct review of the full SLA document." }, { "slug": "bynder", "name": "Bynder", "vendor": "Bynder B.V.", "website": "https://www.bynder.com/en/", "category": "marketing-and-analytics", "category_name": "Marketing & Analytics", "tags": [], "sla_url": "https://www.bynder.com/en/legal/service-level-agreement-v14/", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "days_extension", "remedy": "service_extension", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "month_end", "business_days": false, "method": "Email", "url": "mailto:support@bynder.com", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Credits are subscription day extensions only, not cash or fee reductions", "Claims barred if outstanding invoices exist", "Additional Subscription Days expire on agreement termination/expiration", "Webdam-branded products have separate SLA documents" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "bynder-dam", "name": "Bynder Digital Asset Management", "category": "marketing-and-analytics", "description": "Cloud-native digital asset management platform for storing, organizing, and distributing brand assets", "sla_url": "https://www.bynder.com/en/legal/service-level-agreement-v14/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Bynder (Bynder B.V., Netherlands; Bynder LLC, US) is a cloud-native Digital Asset Management (DAM) platform. Bynder's SLA v14 guarantees 99.9% monthly uptime with a subscription-day extension remedy — not cash credits. Claims must be submitted via email to support@bynder.com within 30 calendar days of month end, and no claims are accepted with outstanding invoices. The credit tier formula for SLA v14 is not fully publicly indexed — review the full SLA document for exact calculations." }, { "slug": "calendly", "name": "Calendly", "vendor": "Calendly, LLC", "website": "https://calendly.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://calendly.com/legal/customer-terms-conditions", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No public uptime SLA", "Enterprise SLA terms in negotiated MSAs only" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Teams", "slug": "teams", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "calendly-scheduling", "name": "Calendly Scheduling Automation", "category": "productivity", "description": "Automated meeting scheduling, calendar management, and booking workflows", "sla_url": "https://calendly.com/legal/customer-terms-conditions", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Calendly (Calendly, LLC) is a scheduling automation platform. No public uptime SLA or credit structure exists — Enterprise plan references SLA-based support response times but not platform availability guarantees. Enterprise customers with signed MSAs may negotiate custom uptime commitments." }, { "slug": "canto", "name": "Canto", "vendor": "Canto, Inc.", "website": "https://www.canto.com", "category": "marketing-and-analytics", "category_name": "Marketing & Analytics", "tags": [], "sla_url": "https://www.canto.com/americas/", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.8, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled Downtime excluded from availability calculation", "Credit schedule details not publicly confirmed" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "canto-dam", "name": "Canto Digital Asset Management", "category": "marketing-and-analytics", "description": "Digital asset management platform for organizing, distributing, and managing brand content", "sla_url": "https://www.canto.com/americas/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Canto (Canto, Inc., US; Canto GmbH, Germany) is a Digital Asset Management (DAM) platform. Canto's Terms and Conditions commit to 99.8% monthly availability, excluding scheduled downtime. The credit remedy structure (percentages, claim deadline, cap) is not publicly indexed — consult the full SLA document or contact Canto to confirm the credit schedule." }, { "slug": "cartesia", "name": "Cartesia", "vendor": "Cartesia AI, Inc.", "website": "https://www.cartesia.ai", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://cartesia.ai/legal/terms.html", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://cartesia.ai/contact", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://www.cartesia.ai/contact/", "note": "Email + contact-sales; Enterprise adds a dedicated AM and SLAs with penalties (times not published). Custom models, dedicated infra, on-prem/on-device. Email + contact-sales; Enterprise adds a dedicated AM and SLAs with penalties (times not published). Custom models, dedicated infra, on-prem/on-device." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "sonic", "name": "Sonic (Text-to-Speech)", "category": "ai", "description": "Flagship real-time TTS", "sla_url": "https://cartesia.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ink", "name": "Ink (Speech-to-Text)", "category": "ai", "description": "Speech recognition", "sla_url": "https://cartesia.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "line", "name": "Line", "category": "ai", "description": "Voice agents platform", "sla_url": "https://cartesia.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloning", "name": "Voice Cloning", "category": "ai", "description": "Custom voice cloning", "sla_url": "https://cartesia.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Cartesia is an AI & Machine Learning provider. See the SLA/terms at [https://cartesia.ai/legal/terms.html](https://cartesia.ai/legal/terms.html)." }, { "slug": "cdn77", "name": "CDN77", "vendor": "DataCamp Limited", "website": "https://www.cdn77.com", "category": "cdn-and-edge", "category_name": "CDN & Edge", "tags": [], "sla_url": "https://www.cdn77.com/tos", "last_verified": "2026-06-24", "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": "standard", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": "breach_month_end", "business_days": false, "method": "Written request", "url": "https://www.cdn77.com/contact", "required_evidence": [ "Written notification of SLA breach", "Incident dates and times", "Affected CDN resources" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Origin server issues", "DNS issues outside CDN77 control" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "cdn77-cdn", "name": "CDN77 Content Delivery Network", "category": "cdn-and-edge", "description": "Global CDN service for static and dynamic content delivery", "sla_url": "https://www.cdn77.com/tos", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "CDN77 (operated by DataCamp Limited, UK) guarantees 99.99% monthly CDN uptime with credit remedies up to 100% of monthly fees. The claim deadline is unusually strict: written notice must be submitted **within the same calendar month** as the breach — filing on or after the first day of the following month forfeits the claim. Specific credit tier thresholds require direct review." }, { "slug": "census", "name": "Census", "vendor": "Sutro Labs, Inc.", "website": "https://www.getcensus.com", "category": "data-and-analytics", "category_name": "Data & Analytics", "tags": [], "sla_url": "https://www.getcensus.com/legal/sla", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "month_end", "business_days": false, "method": "Email", "url": "mailto:support@getcensus.com", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Credits redeemable against future purchases/invoices only, not cash", "Scheduled and unscheduled emergency maintenance excluded from Downtime", "Maintenance requested by Customer excluded", "SLA applies only to pricing plans that explicitly specify Uptime Commitment", "Credit tier table (% per uptime band) not publicly confirmed" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "census-reverse-etl", "name": "Census Reverse ETL", "category": "data-and-analytics", "description": "Reverse ETL and data activation platform syncing warehouse data to CRM, marketing, and business tools", "sla_url": "https://www.getcensus.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Census (Sutro Labs, Inc. dba Census, Delaware; San Francisco, CA; acquired by Fivetran May 2025) is a reverse ETL data activation platform. The SLA commits to 99.9% monthly uptime for Core Services and Data Delivery Services. Credits are capped at 50% of monthly fees for the affected service and must be claimed via email within 30 days of month-end. Credits apply to future invoices only — no cash payments. Graduated credit tiers (% per uptime band) are not publicly indexed; the 50% cap is the only confirmed figure." }, { "slug": "ceridian-dayforce", "name": "Ceridian Dayforce", "vendor": "Dayforce, Inc.", "website": "https://www.dayforce.com", "category": "hr-and-workforce", "category_name": "HR & Workforce", "tags": [], "sla_url": "https://www.dayforce.com/legal", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.75, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "none", "remedy": "no_credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Public remedy is procedural only (root cause analysis, escalation contact)", "Financial credit terms in private MSA Appendix A only", "Authenticated client portal required to access full SLA terms" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "ceridian-dayforce-hcm", "name": "Dayforce HCM Platform", "category": "hr-and-workforce", "description": "Unified HCM platform covering payroll, workforce management, HR, benefits, and talent for large enterprises", "sla_url": "https://www.dayforce.com/legal", "uptime": 99.75, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Ceridian Dayforce (Dayforce, Inc., formerly Ceridian HCM Holding Inc.; NYSE/TSX: DAY) is a unified HCM platform covering payroll, workforce management, and talent for large enterprises. The publicly accessible G-Cloud 14 SLA commits to 99.75% monthly uptime with a procedural remedy: root cause analysis and escalation contact on failures. Financial credit terms, if any, are in the private MSA Appendix A accessible only via the authenticated Dayforce Client Contract Portal." }, { "slug": "chargebee", "name": "Chargebee", "vendor": "Chargebee Inc.", "website": "https://www.chargebee.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.chargebee.com/legal/sla/", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Formal SLA page not publicly accessible", "SLA terms embedded in negotiated enterprise MSAs only" ], "support": null, "support_tiers": [ { "name": "Rise", "slug": "rise", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Scale", "slug": "scale", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "chargebee-billing", "name": "Chargebee Subscription Billing", "category": "finance-and-payments", "description": "Subscription management, recurring billing, revenue recognition, and dunning automation", "sla_url": "https://www.chargebee.com/legal/sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Chargebee (Chargebee Inc., Delaware) is a subscription management and recurring billing platform. While Chargebee markets a 99.9% uptime guarantee, the formal SLA document is not publicly accessible and no verbatim credit structure or claim deadline has been confirmed. Enterprise customers should request the full SLA terms during contract negotiation." }, { "slug": "checkout-com", "name": "Checkout.com", "vendor": "Checkout Ltd", "website": "https://www.checkout.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.checkout.com/legal/terms-of-use", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No public uptime SLA found for Checkout.com services", "Enterprise SLA terms not publicly disclosed" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "checkout-payment-gateway", "name": "Checkout.com Payment Gateway", "category": "finance-and-payments", "description": "Global payment processing, acquiring, and fraud detection for enterprises", "sla_url": "https://www.checkout.com/legal/terms-of-use", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Checkout.com (Checkout Ltd, company no. 08037323, UK) is a global payment processing platform. No numeric uptime SLA or credit structure exists in publicly accessible terms — enterprise customers with dedicated agreements may have privately negotiated uptime commitments. Contact Checkout.com directly for enterprise SLA terms." }, { "slug": "checkr", "name": "Checkr", "vendor": "Checkr, Inc.", "website": "https://checkr.com", "category": "hr-and-workforce", "category_name": "HR & Workforce", "tags": [], "sla_url": "https://checkr.com/legal/terms-of-service", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Explicit disclaimer that Checkr makes no guarantee of continuous availability or performance", "Standard as-is / as-available disclaimers apply", "General liability cap of $100K or 12-month fees (whichever is greater) — not an SLA credit" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "checkr-background-screening", "name": "Checkr Background Screening Platform", "category": "hr-and-workforce", "description": "Automated background check and identity verification platform for employment and gig economy screening", "sla_url": "https://checkr.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Checkr (Checkr, Inc., Delaware; San Francisco, CA; EIN 46-5213376) is a background screening and identity verification platform. The Customer Terms explicitly state: \"Checkr makes no representation, warranty or guarantee regarding the continuous availability or performance of the Platform.\" No uptime SLA, no credit mechanism, and no financial remedy for availability failures exists in the public terms." }, { "slug": "circleci", "name": "CircleCI", "vendor": "CircleCI", "website": "https://www.circleci.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://circleci.com/legal/terms-of-service/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Support Ticket", "url": "https://support.circleci.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": [ "Community", "Starter", "Elite" ], "has_24x7": true, "fastest_response": "30 min (Urgent, Elite tier)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://circleci.com/support/plans/", "note": "Elite tier targets are not contractual SLAs. No phone support; Elite adds a dedicated Slack channel and screen-share." }, "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": "cloud", "name": "CircleCI Cloud", "category": "ci-cd", "description": "Hosted CI/CD platform", "sla_url": "https://circleci.com/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "insights", "name": "CircleCI Insights", "category": "analytics", "description": "Pipeline analytics and metrics", "sla_url": "https://circleci.com/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "runners", "name": "CircleCI Self-Hosted Runners", "category": "ci-cd", "description": "Self-hosted build agents", "sla_url": "https://circleci.com/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "CircleCI is a DevOps & Development provider. CircleCI publishes no public uptime SLA with service credits; the SaaS Agreement commits only to \"commercially reasonable efforts\" to keep the Services available, with termination as the sole remedy. See the official SaaS Agreement at [https://circleci.com/legal/terms-of-service/](https://circleci.com/legal/terms-of-service/).\n\n" }, { "slug": "civo", "name": "Civo", "vendor": "Civo Ltd", "website": "https://www.civo.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.civo.com/legal/sla", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "all plans", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 }, { "below": 99, "credit": 40 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Form", "url": "https://www.civo.com/legal/sla", "required_evidence": [ "Server log files showing loss of connectivity errors", "Dates and times of errors", "Support ticket number related to the outage" ], "review_days": 30, "credit_application": "Future invoice discount; expires 12 months from issue" }, "exclusions": [ "Scheduled maintenance", "Emergency maintenance", "Force majeure events", "Customer-caused outages" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "kubernetes", "name": "Kubernetes Clusters", "category": "containers", "description": "Managed Kubernetes (CNCF-certified)", "sla_url": "https://www.civo.com/legal/sla", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "compute", "name": "Compute Instances", "category": "compute", "description": "Cloud compute virtual machines", "sla_url": "https://www.civo.com/legal/sla", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Civo is a Cloud Infrastructure provider focused on Kubernetes-native cloud. The SLA provides tiered credits (10%/40%/100%) below the 99.95% monthly uptime guarantee, with a 30-day claim window from the date of the outage. Credits are applied as future invoice discounts and expire 12 months from issuance." }, { "slug": "clickhouse", "name": "ClickHouse Cloud", "vendor": "ClickHouse, Inc.", "website": "https://clickhouse.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://clickhouse.com/legal/agreements/service-level-agreement", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact sales", "url": "mailto:sales@clickhouse.com", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Non-HA-configured services (SLA applies only to High Availability services)", "Non-committed-spend customers", "Credits below $1 USD minimum threshold" ], "support": null, "support_tiers": [ { "name": "Development", "slug": "development", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Production", "slug": "production", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Committed Spend", "slug": "committed-spend", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "clickhouse-cloud", "name": "ClickHouse Cloud", "category": "database", "description": "Managed ClickHouse analytics database (High Availability configuration required for SLA)", "sla_url": "https://clickhouse.com/legal/agreements/service-level-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "ClickHouse Cloud offers an analytics database with a public SLA document, but the actual uptime target percentages are not disclosed — they apply only to \"select committed spend contracts\" for High Availability-configured services. Contact ClickHouse sales for committed-spend SLA terms." }, { "slug": "clickup", "name": "ClickUp", "vendor": "ClickUp", "website": "https://www.clickup.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://clickup.com/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://help.clickup.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": [ "Free", "Unlimited", "Business", "Enterprise", "Premium (add-on)" ], "has_24x7": true, "fastest_response": "8 hours (first reply, Enterprise)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://clickup.com/support-services", "note": "Published first-response targets, not contractual SLAs. Live chat + portal, no phone; ClickUp Assist provides 1:1 sessions, onboarding and training." }, "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": "dashboards", "name": "ClickUp Dashboards", "category": "reporting", "description": "Custom dashboards", "sla_url": "https://clickup.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "docs", "name": "ClickUp Docs", "category": "documentation", "description": "Document collaboration", "sla_url": "https://clickup.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "goals", "name": "ClickUp Goals", "category": "okrs", "description": "Goal tracking", "sla_url": "https://clickup.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "tasks", "name": "ClickUp Tasks", "category": "task-management", "description": "Task management", "sla_url": "https://clickup.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "whiteboards", "name": "ClickUp Whiteboards", "category": "collaboration", "description": "Visual collaboration", "sla_url": "https://clickup.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "ClickUp is a Productivity & Collaboration provider. See the official SLA at [https://clickup.com/terms](https://clickup.com/terms).\n\n" }, { "slug": "cloudflare", "name": "Cloudflare", "vendor": "Cloudflare, Inc.", "website": "https://www.cloudflare.com", "category": "cdn-and-edge", "category_name": "CDN & Edge", "tags": [], "sla_url": "https://www.cloudflare.com/business-sla/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 100, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "business", "needs_review": false, "default_credit_policy": { "calculation": "flat", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 100, "credit": 100 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_following_billing_month", "business_days": false, "method": "Support Ticket", "url": "https://dash.cloudflare.com/support", "required_evidence": [ "Detailed descriptions of the incident(s)", "The duration of the incident", "Network traceroutes", "The URL(s) affected", "Any attempts made by Customer to resolve the incident" ], "review_days": null, "credit_application": "Applied against monthly service fees" }, "exclusions": [ "Factors outside Cloudflare's reasonable control", "Customer or third-party hardware or software", "Actions or inactions of Customer or third parties", "Use of the Service after Cloudflare advised modification", "Beta and trial Service", "Acts or omissions of Customer's users/agents/contractors/vendors" ], "support": { "tiers": [ "Basic", "Pro", "Business", "Enterprise", "Premium Success" ], "has_24x7": true, "fastest_response": "30 min (P1, paid TAM Service; ~1 hr base Premium Enterprise)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.cloudflare.com/plans/enterprise/externa/", "note": "Enterprise includes 24/7/365 support; TAM and Premium Success are paid add-ons. Response times are targets. 30-min/sub-1-hr P1 is paid-gated (TAM Service / Premium Enterprise SLA); base Enterprise is 2-hr P1. Chat is Business+, emergency phone is Enterprise P1-only. Professional Services + Managed Defense. 30-min/sub-1-hr P1 is paid-gated (TAM Service / Premium Enterprise SLA); base Enterprise is 2-hr P1. Chat is Business+, emergency phone is Enterprise P1-only. Professional Services + Managed Defense." }, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Pro", "slug": "pro", "price": "$20/month per domain", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Business", "slug": "business", "price": "$200/month per domain", "sla_eligible": true, "response_time": "< 2 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom pricing", "sla_eligible": true, "response_time": "< 15 minutes" } ], "sla_tiers": [], "services": [ { "id": "cdn", "name": "Cloudflare CDN", "category": "cdn", "description": "Global content delivery network", "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dns", "name": "Cloudflare DNS", "category": "dns", "description": "Managed DNS service", "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "workers", "name": "Cloudflare Workers", "category": "compute", "description": "Serverless edge compute", "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "r2", "name": "Cloudflare R2", "category": "storage", "description": "Zero egress object storage", "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pages", "name": "Cloudflare Pages", "category": "paas", "description": "JAMstack platform", "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "waf", "name": "Cloudflare WAF", "category": "security", "description": "Web application firewall", "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ddos", "name": "DDoS Protection", "category": "security", "description": "DDoS mitigation", "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-workers-kv", "name": "Cloudflare Workers KV", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-durable-objects", "name": "Cloudflare Durable Objects", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-r2", "name": "Cloudflare R2 Storage", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-stream", "name": "Cloudflare Stream", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-images", "name": "Cloudflare Images", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-load-balancing", "name": "Cloudflare Load Balancing", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-argo", "name": "Cloudflare Argo Smart Routing", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-ddos", "name": "Cloudflare DDoS Protection", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-bot-management", "name": "Cloudflare Bot Management", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-access", "name": "Cloudflare Access", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-gateway", "name": "Cloudflare Gateway", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-tunnel", "name": "Cloudflare Tunnel", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-magic-transit", "name": "Cloudflare Magic Transit", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-magic-wan", "name": "Cloudflare Magic WAN", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-spectrum", "name": "Cloudflare Spectrum", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-ssl-tls", "name": "Cloudflare SSL/TLS", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-rate-limiting", "name": "Cloudflare Rate Limiting", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-api-gateway", "name": "Cloudflare API Gateway", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-waiting-room", "name": "Cloudflare Waiting Room", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-turnstile", "name": "Cloudflare Turnstile", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-warp", "name": "Cloudflare WARP", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-browser-isolation", "name": "Cloudflare Browser Isolation", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-casb", "name": "Cloudflare CASB", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-email-security", "name": "Cloudflare Email Security", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-1111", "name": "1.1.1.1 DNS Resolver", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-d1", "name": "Cloudflare D1", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-email-routing", "name": "Cloudflare Email Routing", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-registrar", "name": "Cloudflare Registrar", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-always-online", "name": "Cloudflare Always Online", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudflare-time-services", "name": "Cloudflare Time Services", "category": null, "description": null, "sla_url": "https://www.cloudflare.com/business-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Cloudflare is a CDN & Edge provider. See the official SLA at [https://www.cloudflare.com/business-sla/](https://www.cloudflare.com/business-sla/).\n\n" }, { "slug": "cloudinary", "name": "Cloudinary", "vendor": "Cloudinary", "website": "https://www.cloudinary.com", "category": "content-and-media", "category_name": "Content & Media", "tags": [], "sla_url": "https://cloudinary.com/tou", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://support.cloudinary.com", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Free", "Plus", "Advanced", "Enterprise" ], "has_24x7": true, "fastest_response": "15 min (P1, Diamond)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://cloudinary.com/pricing", "note": "Enterprise SLAs referenced but response times not publicly published. P1 is 24/7 on Platinum (1 hr) and Diamond (15 min); Gold is best-effort business hours. Higher tiers add a dedicated Support Engineer + Slack; Professional Services for implementation/migration." }, "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": "ai", "name": "AI Features", "category": "ai", "description": "AI-powered media tools", "sla_url": "https://cloudinary.com/tou", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dam", "name": "Digital Asset Management", "category": "dam", "description": "Asset management platform", "sla_url": "https://cloudinary.com/tou", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "delivery", "name": "Media Delivery", "category": "cdn", "description": "Global media delivery", "sla_url": "https://cloudinary.com/tou", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "transform", "name": "Media Transformation", "category": "media", "description": "On-the-fly transformations", "sla_url": "https://cloudinary.com/tou", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "upload", "name": "Media Upload", "category": "media", "description": "Image and video upload", "sla_url": "https://cloudinary.com/tou", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Cloudinary is a CDN & Edge provider. Cloudinary does not publish a credit-bearing SLA: its Terms of Use state it \"strives for a 100% Uptime\" and that the \"support SLA is your sole and exclusive remedy,\" while the MSA notes the SLA is \"attached to the Order Form\" (per-contract, not public). See the Terms of Use at [https://cloudinary.com/tou](https://cloudinary.com/tou).\n\n" }, { "slug": "cockroachdb", "name": "CockroachDB Cloud", "vendor": "Cockroach Labs, Inc.", "website": "https://www.cockroachlabs.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://www.cockroachlabs.com/cloud-terms-and-conditions/cockroachcloud-technical-service-level-agreement/", "last_verified": "2026-06-24", "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": "paid", "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": null, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Support ticket", "url": "https://cockroachlabs.com/support", "required_evidence": [ "Support ticket filed within 24 hours of first becoming aware of Downtime", "Dates and times of cluster unavailability", "Affected cluster details" ], "review_days": null, "credit_application": "Applied against future Cockroach Labs payments; non-refundable" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Free-tier and non-Paid Tier clusters" ], "support": null, "support_tiers": [ { "name": "Basic", "slug": "basic", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Advanced", "slug": "advanced", "price": "Usage-based", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "cockroachdb-standard", "name": "CockroachDB Standard", "category": "database", "description": "Serverless-style distributed SQL with automatic scaling", "sla_url": "https://www.cockroachlabs.com/cloud-terms-and-conditions/cockroachcloud-technical-service-level-agreement/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "cockroachdb-advanced", "name": "CockroachDB Advanced (Multi-Region)", "category": "database", "description": "Dedicated multi-region distributed SQL clusters", "sla_url": "https://www.cockroachlabs.com/cloud-terms-and-conditions/cockroachcloud-technical-service-level-agreement/", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "CockroachDB Cloud offers a 99.99% monthly uptime SLA for Standard plans and 99.999% for Advanced Multi-Region clusters. Credits apply only to Paid Tier customers. A support ticket must be filed within 24 hours of the incident, with a formal claim by end of the following month. Exact credit tier percentages are documented in the SLA but were not captured verbatim — direct review recommended." }, { "slug": "coda", "name": "Coda", "vendor": "Coda Inc.", "website": "https://coda.io", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://coda.io/about/enterprise-terms", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Enterprise SLA terms not publicly accessible", "SLA document returns HTTP 403" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Pro", "slug": "pro", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Team", "slug": "team", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "coda-docs", "name": "Coda Docs Platform", "category": "productivity", "description": "Collaborative doc platform combining documents, spreadsheets, and applications in a single workspace", "sla_url": "https://coda.io/about/enterprise-terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Coda (Coda Inc., Delaware) is a collaborative document platform that blends docs, spreadsheets, and apps. The Enterprise Terms of Service are not publicly accessible. While Coda's Trust Center references 99.9% uptime for Enterprise customers, no verbatim credit schedule or claim deadline has been confirmed from a publicly available source. Enterprise customers should request full SLA terms during contract negotiation." }, { "slug": "cohere", "name": "Cohere", "vendor": "Cohere", "website": "https://www.cohere.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://cohere.com/slo", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": 30, "max_credit": { "kind": "capped", "label": "30%", "value": 30, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "service_credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.5, "credit": 10 }, { "below": 98, "credit": 20 }, { "below": 95, "credit": 30 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Email", "url": "mailto:support@cohere.com", "required_evidence": [ "Date and time the SLO failure occurred", "Any additional information requested by Cohere" ], "review_days": null, "credit_application": "Applied to next monthly invoice" }, "exclusions": [ "Acts or omissions of Customer or its Permitted Users", "Customer failure to adhere to Cohere's recommendations or minimum system requirements", "Acts or omissions of Cohere acting under Customer's direction", "Spikes in demand not previously agreed in writing", "Scheduled or emergency maintenance", "Downtime of third party service providers", "Force Majeure", "Suspension permitted under the Agreement", "Features marked Alpha or Beta" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://cohere.com/pricing", "note": "Email/portal + sales (no public phone/Slack or response-time matrix). Bespoke model customization, private/VPC/on-prem deployment, solution engineering. Email/portal + sales (no public phone/Slack or response-time matrix). Bespoke model customization, private/VPC/on-prem deployment, solution engineering." }, "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": "api-cohere-ai", "name": "api.cohere.ai", "category": "ai", "description": "Cohere API SaaS Services endpoint", "sla_url": "https://cohere.com/slo", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "os-cohere-ai", "name": "os.cohere.ai", "category": "ai", "description": "Cohere API SaaS Services endpoint", "sla_url": "https://cohere.com/slo", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Cohere is a AI & Machine Learning provider. See the official Service Level Objective (SLO) at [https://cohere.com/slo](https://cohere.com/slo).\n\n\nCohere publishes a public Service Level Objective (SLO) with service credits. Covered Services are os.cohere.ai and api.cohere.ai, each with a >= 99.5% Monthly Uptime Percentage objective. Service Level Credits are tiered: 10% of the monthly invoice for 98% to < 99.5%, 20% for 95% to 97.99%, and 30% for < 94.99%. Credits are the sole and exclusive remedy and are not automatic: Customer must notify support@cohere.com within 30 days, and Cohere determines eligibility in its sole discretion. Credits apply to future invoices only and are forfeited on termination; no refunds." }, { "slug": "cohesity", "name": "Cohesity", "vendor": "Cohesity, Inc.", "website": "https://www.cohesity.com", "category": "storage-and-backup", "category_name": "Storage & Backup", "tags": [], "sla_url": "https://www.cohesity.com/content/dam/cohesity/agreements-docs/saas-sla.pdf", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "service_extension", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "month_end", "business_days": false, "method": "Support ticket", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Credits are Extension Months at end of subscription — no cash or invoice credits", "Availability measured only for Helios portal login, not end-to-end backup/restore functionality", "Free Trials excluded", "Customer unauthorized action or inaction excluded", "Force majeure and cloud service provider failures excluded", "Use of software not provided by Cohesity excluded", "Full credit tier table (all bands) not publicly confirmed; only 98.9% → 25%/month confirmed" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "cohesity-dataprotect", "name": "Cohesity DataProtect SaaS", "category": "storage-and-backup", "description": "SaaS data protection and ransomware recovery platform with AI-powered threat detection", "sla_url": "https://www.cohesity.com/content/dam/cohesity/agreements-docs/saas-sla.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Cohesity (Cohesity, Inc., Delaware; San Jose, CA) is a SaaS data protection and ransomware recovery platform. The SLA guarantees 99.9% monthly availability, measured narrowly as login access to the Helios portal — not end-to-end backup or restore functionality. Credits are Extension Months (additional subscription time) appended at the contract end, capped at 3 Extension Months per annual subscription. At 98.9% uptime, the credit is 25% per affected month. Claims must be filed via support case within 30 days of month-end. No cash refunds are issued under any circumstances." }, { "slug": "confluent", "name": "Confluent", "vendor": "Confluent", "website": "https://www.confluent.io", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf", "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": 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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 }, { "below": 99.9, "credit": 25 }, { "below": 99, "credit": 100 } ] }, "claim_process": { "deadline_days": 5, "deadline_basis": "month_end", "business_days": false, "method": "Support ticket (community-supported customers email cloud-support@confluent.io)", "url": "https://support.confluent.io/hc", "required_evidence": [ "\"SLA Credit Request\" in the subject line", "Description of applicable client(s), versions, and configurations", "Description of the events resulting in Downtime, including time and duration", "Logs documenting the failed write attempts" ], "review_days": null, "credit_application": "Applied against next billing charge; expires 12 months from issuance" }, "exclusions": [ "Scheduled maintenance on 5 days' email notice, ad hoc maintenance, and updates", "Factors outside Confluent's reasonable control (force majeure, network intrusions, DoS, systemic internet issues)", "Third-party services/hardware/software not within Confluent's primary control, including cloud platform failures", "Customer misuse, AUP violations, unauthorized actions, or late-payment suspensions", "Customer's failure to use supported Kafka clients with acceptable configuration values", "Customer-controlled actions, environment, negligence, or willful misconduct", "Deployment on any Jio region, except as noted in Service Specific Terms" ], "support": { "tiers": [ "Free", "Developer", "Business", "Premier" ], "has_24x7": true, "fastest_response": "30 min (P1, Premier)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.confluent.io/confluent-cloud/support/", "note": "Premier 30-min critical-response is a published target; CSTA assigned at Premier. Support portal / Cloud Console cases (no phone at any tier). Business & Premier are 24x7; Premier includes a Customer Success Technical Architect. Support portal / Cloud Console cases (no phone at any tier). Business & Premier are 24x7; Premier includes a Customer Success Technical Architect." }, "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": [ { "name": "Dedicated Multi-Zone cluster", "requirement": "Multi-zone Dedicated cluster (min 2 CKU across 3 AZs)", "uptime": 99.99, "max_credit_percent": 100, "sla_url": "https://www.confluent.io/confluent-cloud-uptime-sla/" } ], "services": [ { "id": "connect", "name": "Confluent Connect", "category": "data-integration", "description": "Pre-built connectors", "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "flink", "name": "Confluent Flink", "category": "stream-processing", "description": "Apache Flink service", "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kafka", "name": "Confluent Kafka", "category": "streaming", "description": "Managed Apache Kafka", "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ksqldb", "name": "ksqlDB", "category": "stream-processing", "description": "SQL for stream processing", "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "schema-registry", "name": "Schema Registry", "category": "data-governance", "description": "Schema management", "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Confluent is a Database & Data Infrastructure provider. See the official Confluent Cloud Service Level Agreement (effective July 25, 2025) at [Confluent Cloud Unified SLA (July 2025)](https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf), linked from [confluent.io/legal/archive](https://www.confluent.io/legal/archive/confluent-cloud-service-level-agreement/).\n\n" }, { "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" }, { "slug": "contentstack", "name": "Contentstack", "vendor": "Contentstack Inc.", "website": "https://www.contentstack.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.contentstack.com/legal/services-description", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": false, "default_credit_policy": { "calculation": "per_incident", "remedy": "credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.5, "credit": 10 } ] }, "claim_process": { "deadline_days": 10, "deadline_basis": "awareness_date", "business_days": false, "method": "Written notice", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Explorer Stacks are not subject to the SLA", "AI Integration services excluded from SLA and warranties", "Credits against outstanding balance only; cash refund only on contract termination/expiry without renewal", "Development, testing, and non-production environments excluded", "Scheduled maintenance, force majeure, customer equipment/third-party systems excluded", "Termination right triggered after 3 consecutive months or 4 occurrences in 6 months of credits" ], "support": null, "support_tiers": [ { "name": "Start", "slug": "start", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Scale", "slug": "scale", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "contentstack-cms", "name": "Contentstack Headless CMS", "category": "developer-tools", "description": "Enterprise headless CMS and composable digital experience platform", "sla_url": "https://www.contentstack.com/legal/services-description", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null }, { "id": "contentstack-scale", "name": "Contentstack Scale/X5 Tier", "category": "developer-tools", "description": "Scale and X5 plans with 99.95% uptime SLA", "sla_url": "https://www.contentstack.com/legal/services-description", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Contentstack (Contentstack Inc., Delaware; San Francisco, CA) is an enterprise headless CMS platform. The SLA offers tiered uptime by plan: 99.50% (Start/Grow/X1/X3), 99.95% (Scale/X5), and 99.99% (Premium Availability add-on). Credits are 10% per incident per month, capped at 30% of monthly fees, and applied against outstanding balances — with a cash refund only if the contract terminates without renewal. The 10-day awareness-anchored claim window is among the shortest in the industry. Explorer Stacks and AI Integration services are explicitly excluded. A termination right activates after 3 consecutive months or 4 occurrences in a 6-month window of SLA credits." }, { "slug": "coralogix", "name": "Coralogix", "vendor": "Coralogix Ltd.", "website": "https://coralogix.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://coralogix.com/terms-conditions/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact support", "url": "https://coralogix.com/contact-us/", "required_evidence": [ "Dates and times of service unavailability", "Affected account details" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "coralogix-platform", "name": "Coralogix Observability Platform", "category": "monitoring-and-observability", "description": "Log analytics, metrics, and tracing with AI-powered anomaly detection", "sla_url": "https://coralogix.com/terms-conditions/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Coralogix is a log analytics and observability platform based in Israel. The Terms & Conditions commit to 99.9% monthly uptime, delegating credit mechanics to a separate Uptime SLA Policy document. Credit tier percentages and claim deadline require direct review of the Uptime SLA Policy page (coralogix.com/coralogix-uptime-sla)." }, { "slug": "cornerstone", "name": "Cornerstone", "vendor": "Cornerstone", "website": "https://www.cornerstone.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "incremental", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Credit request to Cornerstone", "url": "https://www.cornerstoneondemand.com/service-level-agreements/", "required_evidence": [], "review_days": 5, "credit_application": "Credit against Customer's next invoice" }, "exclusions": [ "Reasonable and scheduled maintenance periods (usually at or after 5:30pm US Pacific Time on Fridays)" ], "support": { "tiers": [ "Standard", "Customer Success Package (Choice)" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.cornerstoneondemand.com/community-and-support/", "note": "Tier matrix is gated; CSP Choice adds a CSM and success programs. SupportCentral portal + Global Care phone; severity-based response times defined in the SLA but not published. Dedicated CSM is a Premium add-on. SupportCentral portal + Global Care phone; severity-based response times defined in the SLA but not published. Dedicated CSM is a Premium add-on." }, "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": "content", "name": "Content Anytime", "category": "content", "description": "Learning content library", "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hr", "name": "Cornerstone HR", "category": "hr", "description": "Core HR platform", "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "learning", "name": "Cornerstone Learning", "category": "lms", "description": "Learning management", "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "performance", "name": "Cornerstone Performance", "category": "performance", "description": "Performance management", "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "recruiting", "name": "Cornerstone Recruiting", "category": "ats", "description": "Talent acquisition", "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Cornerstone is a Other SaaS provider. See the official SLA at [https://www.cornerstoneondemand.com/service-level-agreements/](https://www.cornerstoneondemand.com/service-level-agreements/).\n\nCornerstone's Standard SLA commits to \"at least 99.5% availability per calendar month.\" The remedy is incremental rather than tiered: \"for each 0.3% (or portion thereof) of availability below 99.5%, Customer will be entitled... to a credit against Customer's next invoice equal to 1/365th of the annual fees for Software.\" There are no fixed percentage credit tiers and no stated maximum cap in the published SLA. Credits are not automatic, \"To claim a credit, Customer must submit a credit request within thirty (30) days of the event giving rise to a credit.\" (Source: Cornerstone Included Customer Success Package SLA, https://files.cornerstoneondemand.com/legal/sla/Cornerstone-Included-Customer-Success-Package-2024-CSODRFS.pdf)\n\n" }, { "slug": "couchbase", "name": "Couchbase Capella", "vendor": "Couchbase, Inc.", "website": "https://www.couchbase.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://www.couchbase.com/capellasla/", "last_verified": "2026-06-24", "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": "standard", "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": null, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Support ticket", "url": "https://support.couchbase.com", "required_evidence": [ "Support ticket filed within 24 hours of first becoming aware of failure", "Dates and times of cluster unavailability", "Affected cluster details" ], "review_days": null, "credit_application": "Applied as credits for future Cloud Service usage in same plan; non-refundable" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Single-node clusters (SLA applies to multi-node only)" ], "support": null, "support_tiers": [ { "name": "Developer", "slug": "developer", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "capella-cluster", "name": "Couchbase Capella Cluster", "category": "database", "description": "Fully managed NoSQL database-as-a-service (multi-node clusters)", "sla_url": "https://www.couchbase.com/capellasla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Couchbase Capella offers tiered uptime SLAs ranging from 99.5% to 99.99% depending on the plan, covering multi-node clusters only. Credits are applied as future service credits in the same plan, calculated as a percentage of monthly fees per the applicable tier table. Exact credit percentages were not captured verbatim — direct review of the SLA document recommended." }, { "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" }, { "slug": "crowdstrike", "name": "CrowdStrike", "vendor": "CrowdStrike", "website": "https://www.crowdstrike.com/en-us/", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support Portal", "url": "https://supportportal.crowdstrike.com/s/get-help", "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", "Express", "Essential", "Elite" ], "has_24x7": true, "fastest_response": "1 hour (P1/Sev1, 24x7)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.crowdstrike.com/en-us/resources/data-sheets/crowdstrike-falcon-support-offerings/", "note": "Essential/Elite include a TAM; specific response targets are not publicly published. Express and above: 24x7, phone + chat, pooled TAM (named specialist at Elite)." }, "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": "discover", "name": "Falcon Discover", "category": "asset-management", "description": "IT hygiene", "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "identity", "name": "Falcon Identity", "category": "identity-security", "description": "Identity threat protection", "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "insight", "name": "Falcon Insight", "category": "edr", "description": "Endpoint detection and response", "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "overwatch", "name": "Falcon OverWatch", "category": "mdr", "description": "Managed threat hunting", "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "prevent", "name": "Falcon Prevent", "category": "endpoint-security", "description": "Next-gen antivirus", "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "spotlight", "name": "Falcon Spotlight", "category": "vulnerability", "description": "Vulnerability management", "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "CrowdStrike is a Security & Identity provider. See the official terms at [https://www.crowdstrike.com/en-us/legal/terms-conditions/](https://www.crowdstrike.com/en-us/legal/terms-conditions/). Note: CrowdStrike does not publish a public uptime/credit SLA; the only public availability figure is the \"99.99% guaranteed uptime\" marketing claim on Falcon pricing pages.\n\n" }, { "slug": "culture-amp", "name": "Culture Amp", "vendor": "Culture Amp Pty Ltd", "website": "https://www.cultureamp.com", "category": "hr-and-workforce", "category_name": "HR & Workforce", "tags": [], "sla_url": "https://www.cultureamp.com/company/legal", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No public uptime SLA", "SLA terms in private enterprise agreements only" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "culture-amp-platform", "name": "Culture Amp Employee Experience Platform", "category": "hr-and-workforce", "description": "Employee engagement, performance management, and analytics platform for people-first organizations", "sla_url": "https://www.cultureamp.com/company/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Culture Amp (Culture Amp Pty Ltd, Melbourne, Australia) is an employee engagement and performance management platform. No public uptime SLA or credit structure exists in Culture Amp's General Terms or any publicly accessible document. SLA terms for enterprise customers are negotiated privately via enterprise sales agreements." }, { "slug": "cyberark", "name": "CyberArk", "vendor": "CyberArk Software Ltd.", "website": "https://www.cyberark.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.cyberark.com/maintenance-support-terms.pdf", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 20, "max_credit": { "kind": "capped", "label": "20%", "value": 20, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 20, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 14, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Support ticket", "url": "https://cyberark-customers.force.com/s/", "required_evidence": [ "Detailed description of the claimed unavailability", "Dates and times of unavailability" ], "review_days": null, "credit_application": "Applied as credit against future fees; refundable if subscription not renewed and no outstanding payments" }, "exclusions": [ "Scheduled maintenance windows (weekly Sunday maintenance in each region)", "Force majeure events", "Internet or electrical disruptions outside CyberArk's control", "Customer network or on-premises issues", "Attacks or misuse", "CyberArk suspension or termination of access", "On-premises deployments (SaaS only)" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": null }, { "name": "Premier", "slug": "premier", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "privilege-cloud", "name": "CyberArk Privilege Cloud", "category": "security-and-identity", "description": "SaaS-delivered privileged access management (PAM) platform", "sla_url": "https://www.cyberark.com/maintenance-support-terms.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "CyberArk Privilege Cloud SaaS carries a 99.95% uptime commitment. The claim window is an unusually short 14 calendar days after month-end — among the shortest in the industry. Credits are refundable if the subscription is not renewed with no outstanding balance. Credit tier percentages require direct verification from the primary SLA document." }, { "slug": "darktrace", "name": "Darktrace", "vendor": "Darktrace Holdings Limited", "website": "https://www.darktrace.com", "category": "security", "category_name": "Security", "tags": [], "sla_url": "https://www.darktrace.com/legal/master-services-agreement", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No public uptime SLA found — all legal pages return HTTP 403", { "Only warranty remedy found": "correct/repair/replace or refund of unused fees" }, "Any uptime SLA may be in Product Specific Terms or bespoke appendices (not publicly accessible)" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "darktrace-ai-platform", "name": "Darktrace AI Cybersecurity Platform", "category": "security", "description": "AI-powered autonomous cyber defense platform for threat detection, investigation, and response", "sla_url": "https://www.darktrace.com/legal/master-services-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Darktrace (Darktrace Holdings Limited, England and Wales) is an AI-powered autonomous cyber defense platform. No quantified uptime SLA was found in any publicly indexed document — all legal pages return HTTP 403. The publicly indexed MSA contains only a warranty remedy clause (correct/repair/replace or refund of unused fees), not a percentage-based uptime commitment with credit tiers. Any uptime SLA terms are likely in Product Specific Terms or bespoke appendices accessible only to contracted customers." }, { "slug": "databricks", "name": "Databricks", "vendor": "Databricks", "website": "https://www.databricks.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://www.databricks.com/legal/mcsa", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_billing_month", "business_days": false, "method": "Support Portal", "url": "https://help.databricks.com/s/", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Business", "Production", "Mission Critical" ], "has_24x7": true, "fastest_response": "1 hour (Sev1, Production/Mission Critical)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": "custom", "source_url": "https://www.databricks.com/support", "note": "Mission Critical lists a 15-min Sev1 target and 24/7 escalation managers; pro services sold separately. Cases via portal/email (no first-line phone; engineer calls are scheduled). Production/Mission Critical = 24x7x365 for Sev1/2. Designated Support Engineer add-on; professional services sold separately. Cases via portal/email (no first-line phone; engineer calls are scheduled). Production/Mission Critical = 24x7x365 for Sev1/2. Designated Support Engineer add-on; professional services sold separately." }, "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": "sql", "name": "Databricks SQL", "category": "data-warehouse", "description": "SQL analytics warehouse", "sla_url": "https://www.databricks.com/legal/platform-services-schedule", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "workspace", "name": "Databricks Workspace", "category": "data-platform", "description": "Unified analytics workspace", "sla_url": "https://www.databricks.com/legal/platform-services-schedule", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "delta-lake", "name": "Delta Lake", "category": "data-lake", "description": "Open table format storage", "sla_url": "https://www.databricks.com/legal/platform-services-schedule", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mlflow", "name": "MLflow", "category": "ml-platform", "description": "Machine learning lifecycle", "sla_url": "https://www.databricks.com/legal/platform-services-schedule", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "unity-catalog", "name": "Unity Catalog", "category": "data-governance", "description": "Unified data governance", "sla_url": "https://www.databricks.com/legal/platform-services-schedule", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Databricks is a Database & Data Infrastructure provider. See the official SLA at [https://www.databricks.com/legal/platform-services-schedule](https://www.databricks.com/legal/platform-services-schedule).\n\n" }, { "slug": "datadog", "name": "Datadog", "vendor": "Datadog, Inc.", "website": "https://www.datadoghq.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://www.datadoghq.com/legal/msa/", "last_verified": "2026-06-23", "sla_status": "termination", "sla_status_label": "Termination-only", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.8, "max_credit_percent": 0, "max_credit": { "kind": "termination", "label": "No service credit", "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "pro", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "termination_with_refund", "max_credit_percent": 0, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits; availability info via Support request", "url": "https://www.datadoghq.com/support/", "required_evidence": [], "review_days": null, "credit_application": "No credits. Sole remedy is the right to terminate the affected Order if Availability is below the standard in two consecutive months, with a pro-rated refund" }, "exclusions": [ "Customer breach of the Agreement, Order or AUP", "Customer failure to configure/use the Services per the Documentation", "Failures of or issues with the Customer Environment", "Force majeure events", "Datadog suspension of Authorized Users under the Agreement", "Maintenance during a window for which Datadog provides notice" ], "support": { "tiers": [ "Standard", "Premier" ], "has_24x7": true, "fastest_response": "30 min (Business Critical, Premier)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": false, "training": true, "pricing": "custom", "source_url": "https://www.datadoghq.com/support-services/plans/", "note": "Premier adds phone/video, a designated team of support engineers, and priority escalation. A TAM and professional services are separate paid offerings. Response times are targets (the only stated remedy is re-performance of support, not credits). Premier (8% of spend, $2k/mo min): 24x7 all channels + a designated team of support engineers (TAM is a separate add-on). Standard is 24x7 for business-critical only. Premier (8% of spend, $2k/mo min): 24x7 all channels + a designated team of support engineers (TAM is a separate add-on). Standard is 24x7 for business-critical only." }, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Pro", "slug": "pro", "price": "Per-host pricing", "sla_eligible": true, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "infrastructure", "name": "Infrastructure Monitoring", "category": "monitoring", "description": "Host and container monitoring", "sla_url": "https://www.datadoghq.com/legal/msa/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "apm", "name": "APM", "category": "apm", "description": "Application performance monitoring", "sla_url": "https://www.datadoghq.com/legal/msa/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "logs", "name": "Log Management", "category": "logging", "description": "Centralized log management", "sla_url": "https://www.datadoghq.com/legal/msa/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "synthetics", "name": "Synthetic Monitoring", "category": "synthetics", "description": "Proactive monitoring", "sla_url": "https://www.datadoghq.com/legal/msa/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rum", "name": "Real User Monitoring", "category": "rum", "description": "Frontend performance monitoring", "sla_url": "https://www.datadoghq.com/legal/msa/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Datadog is a Monitoring & Observability provider. The SLA is contained in the Master Subscription Agreement at [https://www.datadoghq.com/legal/msa/](https://www.datadoghq.com/legal/msa/). Datadog commits to 99.8% availability; the sole remedy for missing it is a termination right plus pro-rated refund (no service credits).\n\n" }, { "slug": "datastax", "name": "DataStax", "vendor": "DataStax, Inc.", "website": "https://www.datastax.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://www.datastax.com/legal/datastax-astra-sla", "last_verified": "2026-06-24", "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": "standard", "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": null, "deadline_basis": null, "business_days": false, "method": "Support ticket", "url": "https://support.datastax.com", "required_evidence": [ "Affected Astra DB node/database details", "Dates and times of unavailability" ], "review_days": null, "credit_application": null }, "exclusions": [ "Non-production Astra Nodes (explicitly excluded)", "Scheduled maintenance", "Force majeure events", "Customer-caused issues" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "astra-db", "name": "DataStax Astra DB", "category": "database", "description": "Managed Cassandra serverless database-as-a-service with multi-AZ replication", "sla_url": "https://www.datastax.com/legal/datastax-astra-sla", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "datastax-managed-cloud", "name": "DataStax Managed Cloud", "category": "database", "description": "Fully managed Cassandra on dedicated infrastructure", "sla_url": "https://www.datastax.com/legal/datastax-managed-cloud-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "DataStax Astra DB (now part of IBM since May 2025) offers tiered uptime SLAs: 99.9% for Standard and 99.99% for Enterprise plans. Production databases use 3-AZ replication; non-production nodes are explicitly excluded. Credit tier details and claim deadline require direct review of the SLA document." }, { "slug": "dbt-labs", "name": "dbt Labs", "vendor": "dbt Labs", "website": "https://www.getdbt.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://docs.getdbt.com/docs/dbt-support", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://docs.getdbt.com/docs/dbt-support", "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": [ "Developer/Starter", "Enterprise", "Premier" ], "has_24x7": true, "fastest_response": "1 hour (Sev1, Premier Support)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://docs.getdbt.com/docs/dbt-support", "note": "Premier tier adds support response targets and a Resident Architect; pro packages available. Email + in-product portal + Community Slack (no phone). Premier Sev1 24x7x365 (Sev2-4 24x5), with a named senior engineer + monthly support reviews. Resident Architect engagements. Email + in-product portal + Community Slack (no phone). Premier Sev1 24x7x365 (Sev2-4 24x5), with a named senior engineer + monthly support reviews. Resident Architect engagements." }, "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": "dbt-cloud-ide", "name": "dbt Cloud IDE", "category": "development", "description": "Browser-based development", "sla_url": "https://docs.getdbt.com/docs/dbt-support", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dbt-cloud-jobs", "name": "dbt Cloud Jobs", "category": "orchestration", "description": "Job scheduling and execution", "sla_url": "https://docs.getdbt.com/docs/dbt-support", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dbt-cloud-docs", "name": "dbt Docs", "category": "documentation", "description": "Auto-generated documentation", "sla_url": "https://docs.getdbt.com/docs/dbt-support", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dbt-explorer", "name": "dbt Explorer", "category": "discovery", "description": "Data discovery and lineage", "sla_url": "https://docs.getdbt.com/docs/dbt-support", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dbt-semantic-layer", "name": "dbt Semantic Layer", "category": "metrics", "description": "Centralized metrics definitions", "sla_url": "https://docs.getdbt.com/docs/dbt-support", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "dbt Labs is a Other SaaS provider. dbt Cloud does not publish a public uptime SLA with service credits; Enterprise/Enterprise+ SLA terms are governed by the individual Enterprise contract. See the official support and SLA scope page at [https://docs.getdbt.com/docs/dbt-support](https://docs.getdbt.com/docs/dbt-support).\n\n" }, { "slug": "deel", "name": "Deel", "vendor": "Deel, Inc.", "website": "https://www.deel.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.deel.com/legal/terms-of-service/", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No numeric platform uptime SLA confirmed in publicly accessible terms", "Payroll accuracy metric (99.9%) is not an uptime SLA", "Enterprise MSA may contain private SLA terms" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "deel-hris", "name": "Deel HRIS", "category": "hr-and-people-operations", "description": "Global HR platform for payroll, compliance, and workforce management", "sla_url": "https://www.deel.com/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "deel-eor", "name": "Deel Employer of Record", "category": "hr-and-people-operations", "description": "Global employer of record services for hiring internationally without local entity", "sla_url": "https://www.deel.com/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Deel (Deel, Inc., formerly Skypher, Delaware) is a global HR and payroll platform. No numeric platform uptime SLA was confirmed from publicly accessible documents. Deel's \"99.9% payroll accuracy\" is a payroll data quality metric, not a platform uptime commitment. Enterprise customers should review the Trust Center SLA document at trust.deel.com or request terms during MSA negotiation." }, { "slug": "deepgram", "name": "Deepgram", "vendor": "Deepgram, Inc.", "website": "https://deepgram.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://deepgram.com/dedicated", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://deepgram.com/contact-us", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://deepgram.com/pricing", "note": "Email + Slack for Enterprise (no phone); 99.9% uptime SLA, response negotiated per contract. Implementation, custom model training, on-prem/private-cloud (billed separately). Email + Slack for Enterprise (no phone); 99.9% uptime SLA, response negotiated per contract. Implementation, custom model training, on-prem/private-cloud (billed separately)." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "nova", "name": "Nova (Speech-to-Text)", "category": "ai", "description": "Flagship ASR model", "sla_url": "https://deepgram.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "aura", "name": "Aura (Text-to-Speech)", "category": "ai", "description": "TTS model", "sla_url": "https://deepgram.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "voice-agent", "name": "Voice Agent API", "category": "ai", "description": "STT+LLM+TTS pipeline", "sla_url": "https://deepgram.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dedicated", "name": "Deepgram Dedicated", "category": "ai", "description": "Single-tenant / on-prem deployment", "sla_url": "https://deepgram.com/dedicated", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Deepgram is an AI & Machine Learning provider. See the SLA/terms at [https://deepgram.com/dedicated](https://deepgram.com/dedicated)." }, { "slug": "deepseek", "name": "DeepSeek", "vendor": "Hangzhou DeepSeek Artificial Intelligence Co., Ltd.", "website": "https://www.deepseek.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://cdn.deepseek.com/policies/en-US/deepseek-open-platform-terms-of-service.html", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://platform.deepseek.com", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://api-docs.deepseek.com/faq", "note": "Email + Discord community + help center (no phone/chat/Slack). Minimal/community model; no professional services. Email + Discord community + help center (no phone/chat/Slack). Minimal/community model; no professional services." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "chat", "name": "DeepSeek-Chat", "category": "ai", "description": "General chat completions (V-series)", "sla_url": "https://platform.deepseek.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "reasoner", "name": "DeepSeek-Reasoner", "category": "ai", "description": "Reasoning model (R-series)", "sla_url": "https://platform.deepseek.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "OpenAI-compatible API", "category": "ai", "description": "Drop-in API endpoint with context caching", "sla_url": "https://platform.deepseek.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "DeepSeek is an AI & Machine Learning provider. See the SLA/terms at [https://cdn.deepseek.com/policies/en-US/deepseek-open-platform-terms-of-service.html](https://cdn.deepseek.com/policies/en-US/deepseek-open-platform-terms-of-service.html)." }, { "slug": "digitalocean", "name": "DigitalOcean", "vendor": "DigitalOcean, LLC", "website": "https://www.digitalocean.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.digitalocean.com/sla", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "regional", "uptime": 99.99, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "basic", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 100 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Email", "url": "mailto:success@digitalocean.com", "required_evidence": [ "Account email", "Affected resource details/IDs", "Outage dates and times" ], "review_days": null, "credit_application": "Applied to future charges; non-refundable" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer actions", "Beta features", "Account suspension" ], "support": { "tiers": [ "Starter", "Developer", "Standard", "Premium" ], "has_24x7": false, "fastest_response": "30 min (Premium)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": false, "success_program": true, "training": false, "pricing": "flat", "source_url": "https://www.digitalocean.com/pricing/support", "note": "Premium adds CSM/TAM and a dedicated Slack; response times are targets, not SLAs. Premium adds a dedicated team of advisors + Slack/video (no phone). Response-time SLAs by tier; advisory only, no formal SoW." }, "support_tiers": [ { "name": "Basic", "slug": "basic", "price": "Free", "sla_eligible": true, "response_time": "< 24 hours" }, { "name": "Developer", "slug": "developer", "price": "$25/month", "sla_eligible": true, "response_time": "< 12 hours" }, { "name": "Business", "slug": "business", "price": "$500/month", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "droplets", "name": "CPU Droplets", "category": "compute", "description": "Virtual private servers", "sla_url": "https://www.digitalocean.com/sla/cpu-droplets", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "spaces", "name": "Spaces", "category": "storage", "description": "S3-compatible object storage", "sla_url": "https://www.digitalocean.com/sla/spaces", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kubernetes", "name": "Managed Kubernetes", "category": "containers", "description": "Managed Kubernetes clusters (control plane, HA enabled)", "sla_url": "https://www.digitalocean.com/sla/doks", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "databases", "name": "Managed Databases", "category": "database", "description": "Managed PostgreSQL, MySQL, Redis, MongoDB (with standby nodes)", "sla_url": "https://www.digitalocean.com/sla/databases", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "app-platform", "name": "App Platform", "category": "paas", "description": "Fully managed PaaS", "sla_url": "https://www.digitalocean.com/sla/app-platform", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "load-balancers", "name": "Regional Load Balancers", "category": "networking", "description": "Managed regional load balancers", "sla_url": "https://www.digitalocean.com/sla/regional-load-balancers", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "DigitalOcean is a Cloud Infrastructure provider. DigitalOcean publishes per-product SLAs; see the official SLA hub at [https://www.digitalocean.com/sla](https://www.digitalocean.com/sla).\n\n" }, { "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" }, { "slug": "docusign", "name": "DocuSign", "vendor": "DocuSign", "website": "https://www.docusign.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": 15, "max_credit": { "kind": "capped", "label": "15%", "value": 15, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 15, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": null, "credit": 15 }, { "below": null, "credit": 10 }, { "below": null, "credit": 5 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": "end_of_term", "business_days": false, "method": "Written notice to DocuSign", "url": "https://support.docusign.com/s/?language=en_US", "required_evidence": [ "Written notice of the Unavailable Time / breach" ], "review_days": null, "credit_application": "Applied against the next payment due for the affected Service" }, "exclusions": [ "Scheduled Maintenance", "Acts or omissions of Customer, its Affiliates, or representatives", "Events outside DocuSign's reasonable control, including force majeure events", "Customer's delay or failure to perform its obligations under the Agreement" ], "support": { "tiers": [ "Standard", "Plus", "Premier", "Enterprise Premier" ], "has_24x7": true, "fastest_response": "30 min (P1, Premier/Enterprise Premier)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": true, "training": false, "pricing": "custom", "source_url": "https://www.docusign.com/legal/terms-and-conditions/schedule-support", "note": "Response times are targets, not SLAs; 24/7 only for Sev1. Support is via the DocuSign Support Portal; out-of-scope work is billed under an 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": "api", "name": "DocuSign API", "category": "apis", "description": "Developer API", "sla_url": "https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "clm", "name": "DocuSign CLM", "category": "legal", "description": "Contract lifecycle management", "sla_url": "https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "esignature", "name": "DocuSign eSignature", "category": "legal", "description": "Electronic signatures", "sla_url": "https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "identify", "name": "DocuSign Identify", "category": "identity-management", "description": "Identity verification", "sla_url": "https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "DocuSign is a Enterprise Software provider. See the official SLA at [https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla](https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla). Current Master Services Agreement schedules and SLA attachments are indexed at [https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules](https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules).\n\n" }, { "slug": "domo", "name": "Domo", "vendor": "Domo, Inc.", "website": "https://www.domo.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://www.domo.com/company/service-terms", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Order Form negotiation", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "All SLA terms must be expressly negotiated and included in the Order Form" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "domo-platform", "name": "Domo Business Cloud Platform", "category": "analytics-and-bi", "description": "Cloud-based BI, data visualization, and business intelligence platform", "sla_url": "https://www.domo.com/company/service-terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Domo is a cloud-based business intelligence platform. The standard Domo Services Agreement contains only \"commercially reasonable measures\" language with no numeric uptime commitment and no credit structure. Any SLA terms — including uptime targets and service credits — must be expressly included in the individual Order Form. No public SLA details are available." }, { "slug": "doppler", "name": "Doppler", "vendor": "Doppler Technologies, Inc.", "website": "https://www.doppler.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://docs.doppler.com/docs/service-sla", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Not applicable", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Commitment is an SLO (internal target), not a contractual SLA", "No credit remedy tied to the SLO", "Terms of Service no-refund clause bars prepaid fee refunds", "Scheduled maintenance windows excluded from SLO calculation" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Team", "slug": "team", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "doppler-secrets-manager", "name": "Doppler Secrets Manager", "category": "developer-tools", "description": "Universal secrets manager for syncing environment variables and secrets across teams, apps, and infrastructure", "sla_url": "https://docs.doppler.com/docs/service-sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Doppler (Doppler Technologies, Inc., San Francisco) is a universal secrets management platform. Doppler publishes a quarterly 99.95% Service Level Objective (SLO) — explicitly not an SLA. An SLO is an internal operational benchmark carrying no contractual credit remedy, confirmed by the Terms of Service no-refund clause. Scheduled maintenance (typically ≤5 minutes per quarter) is excluded from the SLO calculation." }, { "slug": "dropbox", "name": "Dropbox", "vendor": "Dropbox", "website": "https://www.dropbox.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://www.dropbox.com/business_agreement", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support Request", "url": "https://www.dropbox.com/support", "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", "Enterprise", "Premium Support add-on" ], "has_24x7": true, "fastest_response": "1 hour (email, Enterprise)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://help.dropbox.com/account-settings/customer-support-levels", "note": "Response times are stated as targets in help docs, not credit-backed SLAs. Phone/chat are Business/Enterprise (and Premium add-on); 24x7 phone at Enterprise." }, "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": "api", "name": "Dropbox API", "category": "apis", "description": "Developer API", "sla_url": "https://www.dropbox.com/business_agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "storage", "name": "Dropbox Cloud Storage", "category": "storage", "description": "File storage", "sla_url": "https://www.dropbox.com/business_agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "paper", "name": "Dropbox Paper", "category": "productivity", "description": "Collaborative docs", "sla_url": "https://www.dropbox.com/business_agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sign", "name": "Dropbox Sign", "category": "legal", "description": "E-signatures (HelloSign)", "sla_url": "https://www.dropbox.com/business_agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sync", "name": "Dropbox Sync", "category": "storage", "description": "File sync", "sla_url": "https://www.dropbox.com/business_agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Dropbox is a Productivity & Collaboration provider. See the official Dropbox Business Agreement at [https://www.dropbox.com/business_agreement](https://www.dropbox.com/business_agreement). Note: Dropbox does not publish a public uptime SLA with service credits; its agreements disclaim any availability guarantee.\n\n" }, { "slug": "druva", "name": "Druva", "vendor": "Druva, Inc.", "website": "https://www.druva.com", "category": "storage-and-backup", "category_name": "Storage & Backup", "tags": [], "sla_url": "https://www.druva.com/legal/service-level-agreement", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": false, "default_credit_policy": { "calculation": "per_incident", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 10, "deadline_basis": "month_end", "business_days": false, "method": "Written submission", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ { "Scheduled maintenance excluded (InSync": "Saturdays 10 AM – 1 PM UTC)" }, "Unscheduled maintenance that does not cause unavailability excluded from calculation", "Credits are 10% of one month fees per SLA failure type (Availability, Durability, Reliability)", "DRG (cash payments) separate from standard SLA credits and requires $25K+ annual spend", "DRG not available for Dell OEM orders or MSP customers", "Termination right triggered after 3 consecutive months of the same SLA failure" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "druva-insync", "name": "Druva inSync", "category": "storage-and-backup", "description": "SaaS data protection for endpoints, Microsoft 365, Google Workspace, and collaboration apps", "sla_url": "https://www.druva.com/legal/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null }, { "id": "druva-phoenix", "name": "Druva Phoenix", "category": "storage-and-backup", "description": "SaaS backup and disaster recovery for servers, NAS, and databases", "sla_url": "https://www.druva.com/legal/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Druva (Druva, Inc., Delaware; Santa Clara, CA) is a SaaS data protection platform. The standard SLA guarantees 99.5% monthly availability with a 10% of one month's fees credit per SLA failure type (Availability, Durability, or Reliability). The claim window is only 10 days after month-end — missing it forfeits the credit. A termination right activates after 3 consecutive months of the same failure. A separate Data Resiliency Guarantee provides actual cash payments up to $10M for qualifying data loss events (minimum $25K annual spend, not available to MSPs or Dell OEM customers)." }, { "slug": "duo", "name": "Duo Security", "vendor": "Duo Security, Inc.", "website": "https://duo.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://duo.com/legal/sla", "last_verified": "2026-06-24", "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": "capped", "label": "15 days", "value": 15, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "flat", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident", "business_days": false, "method": "Support ticket", "url": "https://duo.com/support", "required_evidence": [ "Written notification of downtime occurrence", "Dates and times of unavailability" ], "review_days": null, "credit_application": "Applied as days of service extension (annual) or monetary credit (monthly billing)" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Errors caused by Customer's network or third-party services" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Per-user subscription", "sla_eligible": true, "response_time": null }, { "name": "Premier", "slug": "premier", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "duo-mfa", "name": "Duo MFA and Access Management", "category": "security-and-identity", "description": "Multi-factor authentication and zero-trust access platform", "sla_url": "https://duo.com/legal/sla", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Duo Security (a Cisco subsidiary) upgraded its uptime commitment to 99.99% in January 2026. Credits are denominated in days of service (up to 15 days/month) rather than a percentage of fees — monthly billing customers receive an equivalent monetary credit. A termination right arises if the maximum credit is earned in three consecutive months. Claims must be filed within 30 days of the incident." }, { "slug": "dynatrace", "name": "Dynatrace", "vendor": "Dynatrace", "website": "https://www.dynatrace.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "flat", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Dynatrace Support Ticket (subject line \"SLA Credit Request\")", "url": "https://www.dynatrace.com/company/trust-center/sla/saas/", "required_evidence": [ "Subject line \"SLA Credit Request\"", "Dates and times the SaaS environment was Unavailable", "URL of the affected Dynatrace SaaS environment", "Other related information reasonably requested by Dynatrace" ], "review_days": null, "credit_application": "Applied toward a renewal or purchase of additional Dynatrace SaaS subscriptions; must be applied within one year of issuance or it expires" }, "exclusions": [ "Planned down times announced at https://status.dynatrace.com/", "Force majeure events outside Dynatrace's or its cloud providers' reasonable control", "Customer-side issues (equipment, software, or misconfiguration not under Dynatrace's control)" ], "support": { "tiers": [ "Standard Support", "Enterprise Success and Support" ], "has_24x7": true, "fastest_response": "30 min (Sev1, Enterprise)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": false, "pricing": "custom", "source_url": "https://www.dynatrace.com/company/trust-center/support-policy/", "note": "Enterprise Success and Support adds 24x7, priority response targets, a success manager, and config/environment reviews. Deeper architecture work is separate professional services. Response times are targets, not credit-backed. In-product chat + portal + Zoom for Sev1 (no phone hotline published). Enterprise 24x7 (Standard business hours). ACE consultants are a separate professional-services purchase. In-product chat + portal + Zoom for Sev1 (no phone hotline published). Enterprise 24x7 (Standard business hours). ACE consultants are a separate professional-services purchase." }, "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": [ { "name": "Enterprise Success and Support", "requirement": "Active Enterprise Success and Support subscription", "uptime": 99.95, "max_credit_percent": null, "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/" } ], "services": [ { "id": "apm", "name": "Application Performance Management", "category": "apm", "description": "Full-stack APM", "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "infra", "name": "Infrastructure Monitoring", "category": "monitoring", "description": "Infrastructure observability", "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "logs", "name": "Log Management", "category": "logging", "description": "AI-powered log analytics", "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rum", "name": "Real User Monitoring", "category": "analytics", "description": "Digital experience monitoring", "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Dynatrace is a Monitoring & Observability provider. See the official SLA at [https://www.dynatrace.com/company/trust-center/sla/saas/](https://www.dynatrace.com/company/trust-center/sla/saas/).\n\n" }, { "slug": "ecwid", "name": "Ecwid", "vendor": "Lightspeed Commerce Inc.", "website": "https://www.ecwid.com", "category": "e-commerce", "category_name": "E-commerce", "tags": [], "sla_url": "https://www.lightspeedhq.com/legal/lightspeed-service-agreement/", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "none", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact support", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No uptime SLA exists — service provided on an as-is, as-available basis", "Payments are non-refundable unless required by applicable law" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Venture / Business / Unlimited", "slug": "venture-business-unlimited", "price": "Subscription", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "ecwid-ecommerce", "name": "Ecwid E-commerce Platform", "category": "e-commerce", "description": "Hosted e-commerce storefront, shopping cart, and payments platform", "sla_url": "https://www.lightspeedhq.com/legal/lightspeed-service-agreement/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Ecwid is an e-commerce platform acquired by Lightspeed Commerce in 2021. The Lightspeed Service Agreement (governing Ecwid as of November 2024) explicitly disclaims all service level warranties and cannot guarantee continuous availability. No uptime SLA, credit remedy, or refund structure exists in the public terms." }, { "slug": "elastic", "name": "Elastic", "vendor": "Elastic", "website": "https://www.elastic.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "platinum", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 }, { "below": 99, "credit": 30 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 10, "deadline_basis": "incident_date", "business_days": false, "method": "Support ticket", "url": "https://support.elastic.co", "required_evidence": [ "Affected account and ECH deployment", "Dates and times of each Error claimed", "Customer request logs documenting the Error" ], "review_days": null, "credit_application": "Applied against future ECH consumption; not redeemable for cash or refund" }, "exclusions": [ "Customer failure to perform its responsibilities under the Subscription Agreement", "Suspension or termination of access per the Subscription Agreement", "Factors outside Elastic's reasonable control, including force majeure or Internet access problems", "Acts/omissions of Customer or third parties, including improper scaling, configuration or misconfiguration", "Third-party equipment, software or technology not under Elastic's control (including AWS, GCP, Azure)", "Customer misconfiguring security groups, VPC, credentials, IP allow-lists, or exceeding connection limits", "Use of unsupported or deprecated Elasticsearch/ECH features, versions or releases", "Use of preview, pre-release, beta, or trial features" ], "support": { "tiers": [ "Standard", "Gold", "Platinum", "Enterprise" ], "has_24x7": true, "fastest_response": "30 min (Urgent/Sev1, Cloud Platinum)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.elastic.co/subscriptions", "note": "Published response targets; TAM and consulting at Enterprise. Targets, not credit-backed. 24x7x365 at Platinum/Enterprise (self-managed Critical = 1 hr). Designated Support Engineer add-on (up to 25 hrs/mo) + consulting. 24x7x365 at Platinum/Enterprise (self-managed Critical = 1 hr). Designated Support Engineer add-on (up to 25 hrs/mo) + consulting." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Platinum", "slug": "platinum", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "apm", "name": "Elastic APM", "category": "apm", "description": "Application performance monitoring", "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "observability", "name": "Elastic Observability", "category": "observability", "description": "Logs, metrics, traces", "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "siem", "name": "Elastic Security", "category": "siem", "description": "Security information and events", "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "search", "name": "Elasticsearch", "category": "search", "description": "Distributed search engine", "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kibana", "name": "Kibana", "category": "visualization", "description": "Data visualization", "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Elastic is a Monitoring & Observability provider. See the official SLA at [https://www.elastic.co/agreements/sla-elastic-cloud-hosted](https://www.elastic.co/agreements/sla-elastic-cloud-hosted).\n\nThis SLA applies to the Elastic Cloud Hosted (ECH) Service for Platinum or Enterprise subscriptions in a High Availability configuration (at least 2 availability zones). The Standard subscription level is not SLA-eligible. The middle credit tier is 30% (not 25%), and Service Credit Requests must be submitted via a Support ticket no later than 10 days following the Error. Credits are applied against future ECH consumption and are not redeemable for cash or refund.\n\n" }, { "slug": "elevenlabs", "name": "ElevenLabs", "vendor": "ElevenLabs Inc.", "website": "https://elevenlabs.io", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://elevenlabs.io/terms-of-use", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://help.elevenlabs.io", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://elevenlabs.io/enterprise", "note": "Email; Enterprise adds a dedicated support team + forward-deployed engineering (no public phone). Custom SLAs not quantified. Forward-deployed engineering to design/integrate/optimize. Email; Enterprise adds a dedicated support team + forward-deployed engineering (no public phone). Custom SLAs not quantified. Forward-deployed engineering to design/integrate/optimize." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "tts", "name": "Text to Speech API", "category": "ai", "description": "Speech synthesis API", "sla_url": "https://elevenlabs.io/pricing/api", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "stt", "name": "Speech to Text API", "category": "ai", "description": "Speech recognition API", "sla_url": "https://elevenlabs.io/pricing/api", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "agents", "name": "Conversational AI / Agents", "category": "ai", "description": "Voice agent platform", "sla_url": "https://elevenlabs.io/pricing/api", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "ElevenLabs is an AI & Machine Learning provider. See the terms at [https://elevenlabs.io/terms-of-use](https://elevenlabs.io/terms-of-use)." }, { "slug": "expensify", "name": "Expensify", "vendor": "Expensify, Inc.", "website": "https://www.expensify.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.expensify.com/terms", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Availability warranty explicitly disclaimed", "Services provided on as-is and as-available basis", "No uptime SLA in standard terms" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Collect", "slug": "collect", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Control", "slug": "control", "price": "Subscription", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "expensify-platform", "name": "Expensify Expense Management", "category": "finance-and-payments", "description": "Expense reporting, receipt scanning, corporate card management, and travel booking", "sla_url": "https://www.expensify.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Expensify (Expensify, Inc., NASDAQ: EXFY, Delaware) is an expense management and corporate card platform. The Terms of Service and Commercial Card Agreement explicitly disclaim any warranty of availability or uninterrupted use — no numeric uptime SLA or credit remedy exists for standard accounts." }, { "slug": "fastly", "name": "Fastly", "vendor": "Fastly", "website": "https://www.fastly.com", "category": "cdn-and-edge", "category_name": "CDN & Edge", "tags": [], "sla_url": "https://docs.fastly.com/products/network-services-service-availability-sla", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 100, "max_credit_percent": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "gold", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 100, "credit": 1 }, { "below": 99.99, "credit": 5 }, { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 98, "credit": 50 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "degraded_performance_period", "business_days": false, "method": "Credit request to Fastly Support", "url": "https://support.fastly.com/s/", "required_evidence": [], "review_days": null, "credit_application": "Credits will be applied to the Invoice two months following the month an invoice credit was incurred." }, "exclusions": [ "Reduction in availability due to maintenance", "Customer hardware or software failures", "Customer or end-user connectivity issues", "Customer operator errors", "Traffic exceeding Permitted Utilization", "Customer corrupted content", "Acts of god, war, earthquakes, or terrorist actions", "Unpaid and month-to-month accounts (no invoice credits)" ], "support": { "tiers": [ "Standard", "Gold", "Enterprise" ], "has_24x7": true, "fastest_response": "15 min (Sev1, Enterprise)", "response_is_sla": true, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://docs.fastly.com/products/network-services-support-description-and-sla", "note": "Contractual: a fixed credit applies to a missed Sev1 response target on Gold/Enterprise. 24/7/365 on Gold & Enterprise (Gold Sev1 = 2 hr); phone + private Slack at Enterprise. Dedicated TAM is a paid add-on. Professional Services packages + hours. 24/7/365 on Gold & Enterprise (Gold Sev1 = 2 hr); phone + private Slack at Enterprise. Dedicated TAM is a paid add-on. Professional Services packages + hours." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Gold", "slug": "gold", "price": "Paid", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "cdn", "name": "Fastly CDN", "category": "cdn", "description": "Content delivery network (Network Services availability SLA)", "sla_url": "https://docs.fastly.com/products/network-services-service-availability-sla", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "compute", "name": "Fastly Compute", "category": "edge-compute", "description": "Edge serverless compute (Network Services availability SLA)", "sla_url": "https://docs.fastly.com/products/network-services-service-availability-sla", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ddos", "name": "Fastly DDoS Protection", "category": "security", "description": "Managed DDoS mitigation service (no uptime guarantee)", "sla_url": "https://docs.fastly.com/products/ddos-protection-and-mitigation-service-and-sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "image-optimizer", "name": "Fastly Image Optimizer", "category": "media", "description": "Image optimization (Network Services availability SLA)", "sla_url": "https://docs.fastly.com/products/network-services-service-availability-sla", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "waf", "name": "Fastly Next-Gen WAF", "category": "security", "description": "Web application firewall (Security service SLA, Hosted Dashboard / Cloud WAF)", "sla_url": "https://docs.fastly.com/products/security-service-sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Fastly is a CDN & Edge provider. See the official Network Services service availability SLA at [https://docs.fastly.com/products/network-services-service-availability-sla](https://docs.fastly.com/products/network-services-service-availability-sla).\n\n" }, { "slug": "figma", "name": "Figma", "vendor": "Figma", "website": "https://www.figma.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://www.figma.com/ssa/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support Request", "url": "https://help.figma.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": [ "Professional", "Organization", "Enterprise" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://www.figma.com/enterprise/plan/", "note": "Enterprise advertises priority response targets and a CSM; not credit-backed. Email + AI chatbot + Support Hub; no phone, no live human chat, and no published 24x7 or response-time commitment." }, "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": "figjam", "name": "FigJam", "category": "design", "description": "Whiteboarding tool", "sla_url": "https://www.figma.com/legal/tos/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "Figma API", "category": "apis", "description": "REST API", "sla_url": "https://www.figma.com/legal/tos/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "design", "name": "Figma Design", "category": "design", "description": "Design editor", "sla_url": "https://www.figma.com/legal/tos/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "devmode", "name": "Figma Dev Mode", "category": "development", "description": "Developer handoff", "sla_url": "https://www.figma.com/legal/tos/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "collaboration", "name": "Figma Real-time Collaboration", "category": "design", "description": "Multi-user editing", "sla_url": "https://www.figma.com/legal/tos/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Figma is a Productivity & Collaboration provider. Figma does not publish a public service-level agreement with uptime commitments or service credits; its Software Services Agreement governs Organization and Enterprise plans. See [https://www.figma.com/ssa/](https://www.figma.com/ssa/).\n\n" }, { "slug": "firebase", "name": "Firebase", "vendor": "Firebase", "website": "https://www.firebase.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://firebase.google.com/terms/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": 99.95, "max_credit_percent": 30, "max_credit": { "kind": "capped", "label": "30%", "value": 30, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 }, { "below": 99, "credit": 30 } ] }, "claim_process": { "deadline_days": 60, "deadline_basis": "incident_date", "business_days": false, "method": "Account/billing support request via Firebase Support", "url": "https://firebase.google.com/support", "required_evidence": [ "Issue category Billing", "Summary stating SLA Credit Request", "Incident dates and times", "Affected service URLs", "Request logs documenting the errors" ], "review_days": null, "credit_application": "Service Credit issued within one billing cycle following confirmation" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Basic", "Standard", "Enhanced", "Premium" ], "has_24x7": true, "fastest_response": "15 min (P1, Premium)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "flat", "source_url": "https://cloud.google.com/terms/tssg/firebase", "note": "Inherits Google Cloud Customer Care; response times are SLOs/targets per TSSG. Via Google Cloud Customer Care; Enhanced/Premium 24x7 for P1/P2 (Premium 15-min P1, TAM). Google steers to chat as the fastest channel. Google Cloud Consulting. Via Google Cloud Customer Care; Enhanced/Premium 24x7 for P1/P2 (Premium 15-min P1, TAM). Google steers to chat as the fastest channel. Google Cloud Consulting." }, "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": "firestore", "name": "Cloud Firestore", "category": "database", "description": "NoSQL document database", "sla_url": "https://firebase.google.com/terms", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "functions", "name": "Cloud Functions for Firebase", "category": "serverless", "description": "Serverless functions", "sla_url": "https://firebase.google.com/terms", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "auth", "name": "Firebase Authentication", "category": "identity", "description": "User authentication", "sla_url": "https://firebase.google.com/terms", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "fcm", "name": "Firebase Cloud Messaging", "category": "messaging", "description": "Push notifications", "sla_url": "https://firebase.google.com/terms", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "storage", "name": "Firebase Cloud Storage", "category": "storage", "description": "File storage", "sla_url": "https://firebase.google.com/terms/service-level-agreement/cloud-storage", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hosting", "name": "Firebase Hosting", "category": "hosting", "description": "Web hosting with CDN", "sla_url": "https://firebase.google.com/terms/service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "realtime-db", "name": "Firebase Realtime Database", "category": "database", "description": "Real-time JSON database", "sla_url": "https://firebase.google.com/terms/service-level-agreement", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Firebase is a Database provider. See the official SLA at [https://firebase.google.com/terms/service-level-agreement](https://firebase.google.com/terms/service-level-agreement).\n\nThe canonical Firebase SLA (\"Service Level Agreement for Hosting and Real-Time Database\") covers only Firebase Hosting and Realtime Database, with a 99.95% Monthly Uptime Percentage commitment and a maximum 30% service credit. Cloud Storage for Firebase has its own SLA (multi-regional 99.95%, regional 99.9%, max 50% credit). Other listed services (Firestore, Cloud Functions, Authentication, FCM) are governed by Google Cloud Platform terms rather than a Firebase-domain SLA.\n\n" }, { "slug": "fireworks-ai", "name": "Fireworks AI", "vendor": "Fireworks AI, Inc.", "website": "https://fireworks.ai", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://docs.fireworks.ai/faq/deployment/serverless/service-levels", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://fireworks.ai/enterprise", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": "1 hour (Urgent/P0, Enterprise)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://docs.fireworks.ai/faq/general/support/tiers-slas", "note": "Dedicated support rep + shared Slack channel (no phone/portal). SLAs reference business hours (P1 4 bh, P2 8 bh, P3 2 bd). Engineers help build/customize/deploy models. Dedicated support rep + shared Slack channel (no phone/portal). SLAs reference business hours (P1 4 bh, P2 8 bh, P3 2 bd). Engineers help build/customize/deploy models." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "serverless", "name": "Serverless Inference", "category": "ai", "description": "Pay-per-token hosted open models", "sla_url": "https://fireworks.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dedicated", "name": "Dedicated Deployments", "category": "ai", "description": "Reserved GPU deployments with autoscaling", "sla_url": "https://fireworks.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "enterprise", "name": "Enterprise (Virtual Cloud)", "category": "ai", "description": "Private/multi-cloud deployment", "sla_url": "https://fireworks.ai/enterprise", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Fireworks AI is an AI & Machine Learning provider. See the SLA/terms at [https://docs.fireworks.ai/faq/deployment/serverless/service-levels](https://docs.fireworks.ai/faq/deployment/serverless/service-levels)." }, { "slug": "five9", "name": "Five9", "vendor": "Five9", "website": "https://www.five9.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.five9.com/legal/sla-service-level", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.999, "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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 5 }, { "below": 99, "credit": 15 }, { "below": 97, "credit": 100 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Written request to Five9 (e.g., via email)", "url": "https://www.five9.com/legal/sla-service-level", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Unavailability caused by Customer's or end-customer's network, equipment, or internet connection", "Scheduled Maintenance", "Service interruptions caused by service providers of voice connectivity, natural language, or speech synthesis", "Force majeure events" ], "support": { "tiers": [ "Standard", "Premium" ], "has_24x7": true, "fastest_response": "15 min (P1)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.five9.com/supportservices", "note": "Premium adds a TAM and faster targets; specific response times not publicly documented. 24x7x365, single support offering with up to 3 Named Contacts. Phone hotline + portal (not email/chat). 24x7x365, single support offering with up to 3 Named Contacts. Phone hotline + portal (not email/chat)." }, "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": "analytics", "name": "Five9 Analytics", "category": "analytics", "description": "Reporting and dashboards", "sla_url": "https://www.five9.com/legal/sla-service-level", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "digital", "name": "Five9 Digital Engagement", "category": "digital", "description": "Chat, email, SMS, social", "sla_url": "https://www.five9.com/legal/sla-service-level", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "iva", "name": "Five9 IVA", "category": "ai", "description": "Intelligent virtual agent", "sla_url": "https://www.five9.com/legal/sla-service-level", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "voice", "name": "Five9 Voice", "category": "voice", "description": "Inbound/outbound voice", "sla_url": "https://www.five9.com/legal/sla-service-level", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "wfm", "name": "Five9 WFM", "category": "workforce", "description": "Workforce optimization", "sla_url": "https://www.five9.com/legal/sla-service-level", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Five9 is a Communication & Collaboration provider. See the official SLA at [https://www.five9.com/legal/sla-service-level](https://www.five9.com/legal/sla-service-level).\n\n" }, { "slug": "fivetran", "name": "Fivetran", "vendor": "Fivetran", "website": "https://www.fivetran.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://www.fivetran.com/legal/sla", "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": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://support.fivetran.com", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard", "Enterprise", "Business Critical" ], "has_24x7": true, "fastest_response": "30 min (Sev1, Business Critical)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://support.fivetran.com/hc/en-us/articles/5893119459223-Fivetran-Support-Policy", "note": "Published response targets per severity; not described as credit-backed SLAs. Portal/email only (no phone). 24/7 with tier-gated speed; Business Critical adds a dedicated TAM + custom SLAs. Resident Solution Architect + training. Portal/email only (no phone). 24/7 with tier-gated speed; Business Critical adds a dedicated TAM + custom SLAs. Resident Solution Architect + training." }, "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": "connectors", "name": "Fivetran Connectors", "category": "data-integration", "description": "500+ pre-built connectors", "sla_url": "https://www.fivetran.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "functions", "name": "Fivetran Functions", "category": "data-integration", "description": "Custom connector functions", "sla_url": "https://www.fivetran.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "transformations", "name": "Fivetran Transformations", "category": "data-transformation", "description": "dbt Core integration", "sla_url": "https://www.fivetran.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hva", "name": "High Volume Agent", "category": "data-integration", "description": "Database replication", "sla_url": "https://www.fivetran.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Fivetran is a Database & Data Infrastructure provider. See the official SLA at [https://www.fivetran.com/legal/sla](https://www.fivetran.com/legal/sla).\n\n" }, { "slug": "fly-io", "name": "Fly.io", "vendor": "Fly.io, Inc.", "website": "https://fly.io", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://fly.io/legal/sla-uptime/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "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": "billing_cycle_end", "business_days": false, "method": "Email", "url": "mailto:support@fly.io", "required_evidence": [ "Organization name or registered support email", "Previously reported dates and times of service unavailability" ], "review_days": 30, "credit_application": "Applied against future billing charges only — not refundable" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Non-Enterprise plan customers" ], "support": null, "support_tiers": [ { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "apps", "name": "Fly Apps", "category": "paas", "description": "Application hosting on Fly.io global infrastructure", "sla_url": "https://fly.io/legal/sla-uptime/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Fly.io is a developer-focused cloud platform that runs applications globally close to users. The SLA (99.9% monthly uptime) applies only to Enterprise plan customers. The specific credit percentage tiers per availability level are documented in the SLA but were not captured during research — direct page verification is recommended. Credits are non-refundable and applied to future billing only." }, { "slug": "fortinet", "name": "Fortinet", "vendor": "Fortinet", "website": "https://www.fortinet.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.fortinet.com/support", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "FortiCare", "url": "https://support.fortinet.com/welcome/#/", "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": [ "FortiCare Essential", "FortiCare Premium", "FortiCare Elite" ], "has_24x7": true, "fastest_response": "1 hour (critical/P1, Premium & Elite)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.fortinet.com/content/dam/fortinet/assets/data-sheets/og-forticare.pdf", "note": "Per-device tier; commercially reasonable efforts language, no credit remedy. FortiCare Premium/Elite: 24x7 critical response (1 hour, not 15 min); web + phone." }, "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": "fortianalyzer-cloud", "name": "FortiAnalyzer Cloud", "category": "siem", "description": "Security analytics and logging", "sla_url": "https://www.fortinet.com/support", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "forticloud-management", "name": "FortiCloud Management", "category": "cloud-management", "description": "Centralized device management", "sla_url": "https://www.fortinet.com/support", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "fortiedr", "name": "FortiEDR", "category": "endpoint-security", "description": "Endpoint detection and response", "sla_url": "https://www.fortinet.com/support", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "fortigate-cloud", "name": "FortiGate Cloud", "category": "firewall", "description": "Cloud-based firewall management", "sla_url": "https://www.fortinet.com/support", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "fortisase", "name": "FortiSASE", "category": "sase", "description": "Secure access service edge", "sla_url": "https://www.fortinet.com/support", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Fortinet is a Security & Identity provider. See the official SLA at [https://www.fortinet.com/support/support-services](https://www.fortinet.com/support/support-services).\n\n" }, { "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" }, { "slug": "front", "name": "Front", "vendor": "Front", "website": "https://www.front.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://front.com/legal/saas-services-agreement", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://help.front.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": [ "Starter", "Growth", "Scale", "Premier" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://front.com/pricing", "note": "24/5 helpdesk; no published response-time SLA with credits. Email/in-app only (no phone support); response-time SLAs and 24x7 not published. Paid Success Services add a CSM and consulting. Email/in-app only (no phone support); response-time SLAs and 24x7 not published. Paid Success Services add a CSM and consulting." }, "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": "analytics", "name": "Front Analytics", "category": "analytics", "description": "Team analytics", "sla_url": "https://front.com/legal/saas-services-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "chat", "name": "Front Chat", "category": "chat", "description": "Live chat", "sla_url": "https://front.com/legal/saas-services-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "inbox", "name": "Front Inbox", "category": "email", "description": "Shared inbox platform", "sla_url": "https://front.com/legal/saas-services-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "workflows", "name": "Front Workflows", "category": "automation", "description": "Workflow automation", "sla_url": "https://front.com/legal/saas-services-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Front is a Communication & Collaboration provider. Front does not publish a public uptime SLA with service credits on its own domain; the canonical legal terms are the [SaaS Services Agreement](https://front.com/legal/saas-services-agreement), which disclaims availability rather than committing to an uptime percentage. The uptime/credit values in this record are unverified and flagged for review.\n\n" }, { "slug": "fullstory", "name": "FullStory", "vendor": "Fullstory, Inc.", "website": "https://www.fullstory.com", "category": "marketing-and-analytics", "category_name": "Marketing & Analytics", "tags": [], "sla_url": "https://help.fullstory.com/hc/en-us/articles/19483159822359-Fullstory-Support-Policy-and-Service-Level-Agreements", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "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": "days_extension", "remedy": "service_extension", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "month_end", "business_days": false, "method": "Email", "url": "mailto:support@fullstory.com", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Credits are subscription term extensions only, not cash or invoice credits", "Uptime below 90% triggers termination right with pro-rata refund (not credits)", { "Excused Events": "force majeure, customer fault, scheduled maintenance (7-day notice)" }, "Third-party failures outside FullStory control", "Testing/development periods scheduled in advance", "Standard plan not eligible (Enterprise/Premium SLA only)" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "fullstory-digital-experience", "name": "FullStory Digital Experience Analytics", "category": "marketing-and-analytics", "description": "Session replay, heatmaps, and digital experience analytics platform for product and UX teams", "sla_url": "https://help.fullstory.com/hc/en-us/articles/19483159822359-Fullstory-Support-Policy-and-Service-Level-Agreements", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "FullStory (Fullstory, Inc., Delaware; HQ: Atlanta, GA) is a digital experience analytics platform offering session replay, heatmaps, and product analytics. The Enterprise SLA commits to 99.5% monthly availability with a term-extension remedy: 1 additional day per 99–99.5% breach band, plus 1 day per each full percentage point below 99%. This is a subscription day extension — not a cash or invoice credit. Claims must be submitted by email within 30 days of month-end; below 90% availability triggers a termination right with pro-rata refund." }, { "slug": "gcore", "name": "Gcore", "vendor": "G-Core Labs S.A.", "website": "https://gcore.com", "category": "cdn-and-edge", "category_name": "CDN & Edge", "tags": [], "sla_url": "https://gcore.com/legal", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": 99.9, "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": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": "https://gcore.com/contact-us", "required_evidence": [ "Incident dates and times", "Affected service and account details" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "DDoS attacks" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "gcore-cdn", "name": "Gcore CDN", "category": "cdn-and-edge", "description": "Global CDN with edge caching, delivery optimization, and DDoS protection", "sla_url": "https://gcore.com/legal", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Gcore (G-Core Labs S.A., Luxembourg) provides CDN, cloud, and edge services globally. Public SLA terms with specific uptime percentages and credit structures are not confirmed from accessible sources — enterprise customers should request SLA terms directly." }, { "slug": "gcp", "name": "GCP", "vendor": "Google Cloud Platform", "website": "https://cloud.google.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://cloud.google.com/terms/sla", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "regional", "uptime": 99.99, "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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 60, "deadline_basis": "eligibility_date", "business_days": false, "method": "Google Cloud Support", "url": "https://console.cloud.google.com/support", "required_evidence": [ "Google Cloud Project ID", "Affected resource names", "Incident timestamps (UTC)", "Error logs from Cloud Logging", "Description of business impact" ], "review_days": 5, "credit_application": "Applied as credit to Google Cloud account" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Alpha/Beta services", "Free tier usage", "Quota exceeded errors" ], "support": { "tiers": [ "Standard", "Enhanced", "Premium" ], "has_24x7": true, "fastest_response": "15 min (P1, Premium)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://cloud.google.com/support", "note": "Premium (>=$15k/mo or percent-of-spend) adds a TAM, a 15-minute P1 response target, and event/onboarding guidance. Response times are targets, not credit-backed; per-product uptime SLAs are the credited layer. Enhanced 1-hr P1; Premium 15-min P1 + TAM (min ~$15k/mo). Google Cloud PSO." }, "support_tiers": [ { "name": "Basic", "slug": "basic", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Standard", "slug": "standard", "price": "$29/user/month (min $100)", "sla_eligible": true, "response_time": "< 4 hours" }, { "name": "Enhanced", "slug": "enhanced", "price": "3% of monthly spend (min $500)", "sla_eligible": true, "response_time": "< 1 hour" }, { "name": "Premium", "slug": "premium", "price": "4% of monthly spend (min $12,500)", "sla_eligible": true, "response_time": "< 15 minutes" } ], "sla_tiers": [], "services": [ { "id": "compute-engine", "name": "Compute Engine", "category": "compute", "description": "Virtual machines on demand", "sla_url": "https://cloud.google.com/compute/sla", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud-storage", "name": "Cloud Storage", "category": "storage", "description": "Object storage for any amount of data", "sla_url": "https://cloud.google.com/storage/sla", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud-sql", "name": "Cloud SQL", "category": "database", "description": "Managed MySQL, PostgreSQL, SQL Server", "sla_url": "https://cloud.google.com/sql/sla", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud-spanner", "name": "Cloud Spanner", "category": "database", "description": "Globally distributed relational database", "sla_url": "https://cloud.google.com/spanner/sla", "uptime": 99.999, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": { "calculation": "tiered", "remedy": null, "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.999, "credit": 10 }, { "below": 99.99, "credit": 25 }, { 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"uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "security-command-center", "name": "Security Command Center", "category": null, "description": null, "sla_url": "https://cloud.google.com/security-command-center/sla", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sas", "name": "Spectrum Access System", "category": null, "description": null, "sla_url": "https://cloud.google.com/sas/sla", "uptime": 99.99, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "speech-to-text", "name": "Speech-to-Text", "category": null, "description": null, "sla_url": "https://cloud.google.com/speech-to-text/sla", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "talent-solution", "name": "Talent 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"sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vertex-ai", "name": "Vertex AI Platform", "category": null, "description": null, "sla_url": "https://cloud.google.com/vertex-ai/sla", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "retail", "name": "Vertex AI Search for commerce", "category": null, "description": null, "sla_url": "https://cloud.google.com/retail/sla", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vector-search", "name": "Vertex AI Vector Search", "category": null, "description": null, "sla_url": "https://cloud.google.com/terms/vector-search/sla", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vertex-ai-vision", "name": "Vertex AI Vision", "category": null, "description": null, "sla_url": "https://cloud.google.com/vertex-ai-vision/sla", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "video-intelligence", "name": "Video Intelligence API", "category": null, "description": null, "sla_url": "https://cloud.google.com/video-intelligence/sla", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "workflows", "name": "Workflows", "category": null, "description": null, "sla_url": "https://cloud.google.com/workflows/sla", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ai-platform-training", "name": "AI Platform Training and Prediction", "category": null, "description": null, "sla_url": "https://cloud.google.com/ai-platform/training-and-prediction/sla", "uptime": 99.5, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "firebase-storage", "name": "Cloud Storage for Firebase", "category": null, "description": null, "sla_url": "https://cloud.google.com/terms/sla", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kms", "name": "Cloud Key Management Service", "category": null, "description": null, "sla_url": "https://cloud.google.com/kms/sla", "uptime": 99.95, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "GCP is a Cloud Infrastructure provider. See the official SLA at [https://cloud.google.com/terms/sla](https://cloud.google.com/terms/sla).\n\n" }, { "slug": "gemini", "name": "Google Gemini", "vendor": "Google LLC", "website": "https://ai.google.dev", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://cloud.google.com/vertex-ai/generative-ai/sla", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.5, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support Ticket", "url": "https://console.cloud.google.com/support", "required_evidence": [ "Project ID", "Affected covered service", "Incident timestamps", "Error-rate / impact evidence" ], "review_days": 30, "credit_application": "Applied to future monthly bills" }, "exclusions": [ "Scheduled maintenance", "Pre-GA / preview features", "Errors from factors outside Google's reasonable control", "Customer hardware/software or misconfiguration", "Quota or rate-limit violations" ], "support": { "tiers": [], "has_24x7": true, "fastest_response": "15 min (P1, Google Cloud Premium SLO)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://docs.cloud.google.com/support/docs/premium", "note": "Free dev API is community-only; paid support is via Google Cloud Customer Care (Enhanced 1-hr P1, Premium 15-min P1 + TAM, 24x7). Google Cloud Consulting. Free dev API is community-only; paid support is via Google Cloud Customer Care (Enhanced 1-hr P1, Premium 15-min P1 + TAM, 24x7). Google Cloud Consulting." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "gemini-api", "name": "Gemini API (Vertex AI)", "category": "ai", "description": "generateContent / streamGenerateContent online inference", "sla_url": "https://cloud.google.com/vertex-ai/generative-ai/sla", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "provisioned-throughput", "name": "Provisioned Throughput", "category": "ai", "description": "Reserved-capacity inference with a latency-attainment SLO", "sla_url": "https://cloud.google.com/vertex-ai/generative-ai/sla", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ai-studio", "name": "Google AI Studio", "category": "ai", "description": "Free developer tier (best-effort, no SLA)", "sla_url": "https://ai.google.dev", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Google Gemini is an AI & Machine Learning provider. See the official SLA at [https://cloud.google.com/vertex-ai/generative-ai/sla](https://cloud.google.com/vertex-ai/generative-ai/sla)." }, { "slug": "genesys", "name": "Genesys", "vendor": "Genesys", "website": "https://www.genesys.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://help.genesys.cloud/articles/service-level-agreements/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 100, "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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 10 }, { "below": 99, "credit": 30 }, { "below": 97, "credit": 100 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "My Support Portal", "url": "https://help.genesys.com", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [], "has_24x7": true, "fastest_response": "10 min (Sev1, phone)", "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://help.genesys.cloud/articles/service-level-agreements/", "note": "Sev1 via phone (24x7); other severities via portal at 2 hours. Professional Services sold separately. Sev1 via phone (24x7); other severities via portal at 2 hours. Professional Services sold separately." }, "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": "ai", "name": "Genesys AI", "category": "ai", "description": "Bots and predictive engagement", "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "analytics", "name": "Genesys Analytics", "category": "analytics", "description": "Reporting and insights", "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "voice", "name": "Genesys Cloud Voice", "category": "voice", "description": "Inbound/outbound voice", "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "digital", "name": "Genesys Digital Channels", "category": "digital", "description": "Chat, email, messaging", "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "wfm", "name": "Workforce Management", "category": "wfm", "description": "Scheduling and forecasting", "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Genesys is a Communication & Collaboration provider. The SLA is incorporated into the [Genesys Master Subscription Agreement, Cloud Services](https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services), which defers the specific availability metrics and service credits to the customer-specific Supplemental Terms identified in each Services Order.\n\n" }, { "slug": "gitguardian", "name": "GitGuardian", "vendor": "GitGuardian SAS", "website": "https://www.gitguardian.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.gitguardian.com/legal", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": false, "default_credit_policy": { "calculation": "days_extension", "remedy": "service_extension", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "SLA covers support response/resolution time metrics only, not platform uptime availability", "Service credit is term extension only, not cash or fee reduction", "Applies only to Order Form customers" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Business", "slug": "business", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "gitguardian-secrets-detection", "name": "GitGuardian Secrets Detection", "category": "security-and-identity", "description": "Automated secrets detection and remediation for source code repositories and developer workflows", "sla_url": "https://www.gitguardian.com/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "GitGuardian (GitGuardian SAS, Paris, France; GitGuardian Inc., US) is a secrets detection and code security platform. GitGuardian's published SLA governs support response and error resolution times — not platform uptime availability. The sole remedy for failing to meet monthly average response/resolution time targets is a one-week subscription term extension per failing month. No platform uptime percentage or cash credit schedule is published." }, { "slug": "github", "name": "GitHub", "vendor": "GitHub, Inc.", "website": "https://github.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://github.com/customer-terms/github-online-services-sla", "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": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 5 }, { "below": 99.5, "credit": 10 }, { "below": 99, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_quarter", "business_days": false, "method": "GitHub Support", "url": "https://support.github.com", "required_evidence": [ "Enterprise/Organization name", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 10, "credit_application": "Applied to next billing cycle" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Free tier services", "Beta features", "Customer misconfigurations" ], "support": { "tiers": [ "Standard", "Premium", "Premium Plus" ], "has_24x7": true, "fastest_response": "30 min (Urgent, Premium tier)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://docs.github.com/en/enterprise-cloud@latest/support/learning-about-github-support/about-github-premium-support", "note": "Premium Plus adds a named CRE team, health checks, training; targets, not credit-backed. Phone is callback-only (not a direct line). Named CRE only at Premium Plus." }, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Team", "slug": "team", "price": "$4/user/month", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "$21/user/month", "sla_eligible": true, "response_time": "< 4 hours" } ], "sla_tiers": [], "services": [ { "id": "git-operations", "name": "Git Operations", "category": "source-control", "description": "Git push, pull, clone operations", "sla_url": "https://github.com/customer-terms/github-online-services-sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "actions", "name": "GitHub Actions", "category": "ci-cd", "description": "Workflow automation and CI/CD", "sla_url": "https://github.com/customer-terms/github-online-services-sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "GitHub API", "category": "api", "description": "REST and GraphQL APIs", "sla_url": "https://github.com/customer-terms/github-online-services-sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "packages", "name": "GitHub Packages", "category": "package-registry", "description": "Package hosting service", "sla_url": "https://github.com/customer-terms/github-online-services-sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "codespaces", "name": "GitHub Codespaces", "category": "development", "description": "Cloud development environments", "sla_url": "https://github.com/customer-terms/github-online-services-sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "GitHub is a DevOps & Development provider. See the official SLA at [https://github.com/customer-terms/github-online-services-sla](https://github.com/customer-terms/github-online-services-sla).\n\n" }, { "slug": "gitlab", "name": "GitLab", "vendor": "GitLab", "website": "https://www.gitlab.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/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": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "ultimate", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 5 }, { "below": 99.5, "credit": 10 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support Ticket", "url": "https://support.gitlab.com/", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled Maintenance windows", "Emergency maintenance for critical security or data integrity", "Force Majeure or general Internet connectivity issues", "Customer Terms of Service violations or misuse", "Equipment or software not controlled by GitLab", "Alpha, Beta, or Preview features" ], "support": { "tiers": [ "Free", "Priority" ], "has_24x7": true, "fastest_response": "30 min (Emergency/Sev-1, on-call)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://about.gitlab.com/support/", "note": "Priority Support is included with Premium/Ultimate; 30-min Sev1 target, 24/7 emergency only. 24x7 covers emergency tickets only; a dedicated TAM is a separate paid offering." }, "support_tiers": [ { "name": "Premium", "slug": "premium", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Ultimate", "slug": "ultimate", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "ci", "name": "GitLab CI/CD", "category": "ci-cd", "description": "Continuous integration and deployment", "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "registry", "name": "GitLab Container Registry", "category": "devops", "description": "Container image registry", "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "packages", "name": "GitLab Package Registry", "category": "devops", "description": "Package management (npm, Maven, etc.)", "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pages", "name": "GitLab Pages", "category": "hosting", "description": "Static site hosting", "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "saas", "name": "GitLab.com (SaaS)", "category": "devops", "description": "Hosted GitLab platform (Ultimate tier; covers Issues/MRs, Git operations, Container & Package Registry, API)", "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "GitLab is a DevOps & Development provider. See the official SLA at [https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/](https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/).\n\nThe current SLA (effective for Ultimate-tier SaaS purchased or renewed on or after 2026-01-01) commits to a 99.9% Monthly Uptime Percentage for Covered Experiences (Issues and Merge Requests, Git operations, Container Registry, Package Registry, and related API requests). Service credits are claims-based: 5% of monthly fees when uptime is 99.5% to below 99.9%, and 10% when below 99.5%. Claims must be submitted via support.gitlab.com within thirty (30) days after the end of the affected month.\n\n" }, { "slug": "gocardless", "name": "GoCardless", "vendor": "GoCardless Ltd", "website": "https://gocardless.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://gocardless.com/legal/service-level-agreement/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Support ticket", "url": "https://gocardless.com/support/", "required_evidence": [ "Incident dates and times", "Affected payment flows or API endpoints", "Account details" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Banking network outages outside GoCardless control", "Regulatory or compliance-related downtime" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "gocardless-bank-debit", "name": "GoCardless Bank Debit Collection", "category": "finance-and-payments", "description": "Direct debit and open banking payment collection for recurring revenue businesses", "sla_url": "https://gocardless.com/legal/service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "GoCardless (company no. 07495895, UK) is a bank debit and open banking payment collection platform operating across 30+ countries. The SLA commits to 99.9% monthly uptime with a sliding-scale credit structure. Specific credit tier amounts require direct review of the SLA document." }, { "slug": "gong", "name": "Gong", "vendor": "Gong.io Inc.", "website": "https://www.gong.io", "category": "sales-and-crm", "category_name": "Sales & CRM", "tags": [], "sla_url": "https://www.gong.io/legal/terms-of-service/", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No contractual uptime guarantee exists in the standard Terms of Service", "99.5% reliability figure is marketing-only, not a contractual commitment", "Standard as-is / as-available warranty disclaimers apply", "Any SLA terms are negotiated separately in enterprise contracts (not public)" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "gong-revenue-intelligence", "name": "Gong Revenue Intelligence Platform", "category": "sales-and-crm", "description": "AI-powered revenue intelligence platform for sales call recording, coaching, and pipeline management", "sla_url": "https://www.gong.io/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Gong (Gong.io Inc., California corporation; parent Gong I.O Ltd, Israel; San Francisco, CA) is an AI-powered revenue intelligence platform. The standard Terms of Service contain only commercially reasonable efforts availability language — no binding uptime percentage, no credit mechanism, and no SLA. The 99.5% figure cited in marketing is not a contractual commitment. Enterprise SLA terms, if any, are negotiated privately." }, { "slug": "google-workspace", "name": "Google Workspace", "vendor": "Google Workspace", "website": "https://workspace.google.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://workspace.google.com/terms/sla/", "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": 15, "max_credit": { "kind": "capped", "label": "15 days", "value": 15, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 15, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 3 }, { "below": 99, "credit": 7 }, { "below": 95, "credit": 15 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Admin Console", "url": "https://workspace.google.com/support/", "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", "Enhanced", "Premium" ], "has_24x7": true, "fastest_response": "15 min (P1, Premium — an SLO)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://workspace.google.com/support/", "note": "Premium includes a TAM; response times are SLOs, not credit-backed SLAs. 24x7 across paid tiers; designated TAM at Premium. 15-min P1 is an objective (SLO), not a credit-backed 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": "gworkspace-gmail", "name": "Gmail (Business)", "category": "productivity", "description": "Email service - credits as Days of Service", "sla_url": "https://workspace.google.com/terms/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "gworkspace-calendar", "name": "Google Calendar", "category": "productivity", "description": "Calendar service - credits as Days of Service", "sla_url": "https://workspace.google.com/terms/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "gworkspace-chat", "name": "Google Chat", "category": "collaboration", "description": "Messaging service - credits as Days of Service", "sla_url": "https://workspace.google.com/terms/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "gworkspace-drive", "name": "Google Drive", "category": "storage", "description": "Cloud storage - credits as Days of Service", "sla_url": "https://workspace.google.com/terms/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "gworkspace-meet", "name": "Google Meet", "category": "collaboration", "description": "Video conferencing - credits as Days of Service", "sla_url": "https://workspace.google.com/terms/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "gworkspace-voice-premier", "name": "Google Voice (Premier)", "category": "communications", "description": "Business phone - Premier tier with advanced features", "sla_url": "https://workspace.google.com/terms/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "gworkspace-voice-standard", "name": "Google Voice (Standard)", "category": "communications", "description": "Business phone - Standard tier", "sla_url": "https://workspace.google.com/terms/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Google Workspace is a Productivity & Collaboration provider. See the official SLA at [https://workspace.google.com/terms/sla.html](https://workspace.google.com/terms/sla.html).\n\n" }, { "slug": "grafana-labs", "name": "Grafana Labs", "vendor": "Grafana Labs", "website": "https://grafana.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://grafana.com/legal/grafana-cloud-sla/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.5, "credit": 10 }, { "below": 99, "credit": 20 }, { "below": 98, "credit": 50 }, { "below": 97, "credit": 100 } ] }, "claim_process": { "deadline_days": 10, "deadline_basis": "incident_date", "business_days": false, "method": "Grafana Support", "url": "https://grafana.com/orgs/cloud/tickets", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Pro", "Advanced", "Enterprise", "Premium" ], "has_24x7": true, "fastest_response": "30 min (P1, Enterprise)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://grafana.com/support/", "note": "Premium publishes a 30-min P1 target; treated as a target without verified credit schedule. Cloud Portal / account team, 24/7 at Advanced & Enterprise (Pro is 24/5). Phone not enumerated on the support page. Designated senior-support contact at Enterprise. Cloud Portal / account team, 24/7 at Advanced & Enterprise (Pro is 24/5). Phone not enumerated on the support page. Designated senior-support contact at Enterprise." }, "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": "grafana-alerting", "name": "Grafana Alerting", "category": "observability", "description": "Unified alerting platform", "sla_url": "https://grafana.com/legal/grafana-cloud-sla/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "grafana-cloud-logs", "name": "Grafana Cloud Logs", "category": "observability", "description": "Managed Loki logs", "sla_url": "https://grafana.com/legal/grafana-cloud-sla/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "grafana-cloud-metrics", "name": "Grafana Cloud Metrics", "category": "observability", "description": "Managed Prometheus metrics", "sla_url": "https://grafana.com/legal/grafana-cloud-sla/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "grafana-cloud-traces", "name": "Grafana Cloud Traces", "category": "observability", "description": "Managed Tempo traces", "sla_url": "https://grafana.com/legal/grafana-cloud-sla/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Grafana Labs is a Monitoring & Observability provider. See the official SLA at [https://grafana.com/legal/grafana-cloud-sla/](https://grafana.com/legal/grafana-cloud-sla/).\n\n" }, { "slug": "greenhouse", "name": "Greenhouse", "vendor": "Greenhouse", "website": "https://www.greenhouse.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.greenhouse.com/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": 99.5, "max_credit_percent": 10, "max_credit": { "kind": "capped", "label": "10 days", "value": 10, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.5, "credit": 10 }, { "below": 99, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://support.greenhouse.io", "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" ], "has_24x7": false, "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://www.greenhouse.com/service-level-agreement", "note": "Premium Support and CSM tiers referenced; response times not publicly disclosed. Chat + email/portal and 24/7 self-serve resources; no vendor-confirmed phone line. Account Services provides CSMs/AMs/TAMs. Chat + email/portal and 24/7 self-serve resources; no vendor-confirmed phone line. Account Services provides CSMs/AMs/TAMs." }, "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": "api", "name": "Greenhouse API", "category": "api", "description": "Integration API", "sla_url": "https://www.greenhouse.com/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "onboarding", "name": "Greenhouse Onboarding", "category": "onboarding", "description": "New hire onboarding", "sla_url": "https://www.greenhouse.com/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "recruiting", "name": "Greenhouse Recruiting", "category": "ats", "description": "Applicant tracking system", "sla_url": "https://www.greenhouse.com/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sourcing", "name": "Greenhouse Sourcing", "category": "sourcing", "description": "Candidate sourcing", "sla_url": "https://www.greenhouse.com/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Greenhouse is a HR & People Operations provider. See the official SLA at [https://www.greenhouse.com/service-level-agreement](https://www.greenhouse.com/service-level-agreement).\n\n" }, { "slug": "groq", "name": "Groq", "vendor": "Groq, Inc.", "website": "https://groq.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://console.groq.com/docs/legal/services-agreement", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://groq.com/contact", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://groq.com/contact", "note": "Enterprise via sales form (\"dedicated support\", no published structure). GroqCloud \"service tiers\" are latency/throughput, not support. No defined professional services. Enterprise via sales form (\"dedicated support\", no published structure). GroqCloud \"service tiers\" are latency/throughput, not support. No defined professional services." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [ { "name": "Performance Tier", "requirement": "Enterprise plan commitment (via Sales)", "uptime": 99.9, "max_credit_percent": null, "sla_url": "https://console.groq.com/docs/performance-tier" } ], "services": [ { "id": "inference", "name": "On-Demand Inference", "category": "ai", "description": "LPU-based low-latency LLM API", "sla_url": "https://console.groq.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "batch", "name": "Batch API", "category": "ai", "description": "Async discounted bulk inference", "sla_url": "https://console.groq.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "performance", "name": "Performance Tier", "category": "ai", "description": "Enterprise prioritized capacity with SLA", "sla_url": "https://console.groq.com/docs/performance-tier", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Groq is an AI & Machine Learning provider. See the SLA/terms at [https://console.groq.com/docs/legal/services-agreement](https://console.groq.com/docs/legal/services-agreement)." }, { "slug": "gusto", "name": "Gusto", "vendor": "Gusto", "website": "https://www.gusto.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://gusto.com/legal/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://gusto.com/support", "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": [ "Simple", "Plus", "Premium" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": false, "success_program": true, "training": false, "pricing": "included", "source_url": "https://gusto.com/product/pricing", "note": "Premium adds a CSM and priority support; no published response-time SLA. Phone/email/chat Mon-Fri business hours (Voice AI after hours); Premium adds priority support + a dedicated CSM. Phone/email/chat Mon-Fri business hours (Voice AI after hours); Premium adds priority support + a dedicated CSM." }, "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": "benefits", "name": "Gusto Benefits", "category": "benefits", "description": "Benefits administration", "sla_url": "https://gusto.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hiring", "name": "Gusto Hiring & Onboarding", "category": "onboarding", "description": "Hiring and onboarding", "sla_url": "https://gusto.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hr", "name": "Gusto HR", "category": "hris", "description": "HR management tools", "sla_url": "https://gusto.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payroll", "name": "Gusto Payroll", "category": "payroll", "description": "Full-service payroll", "sla_url": "https://gusto.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "time", "name": "Gusto Time Tools", "category": "time-and-attendance", "description": "Time tracking", "sla_url": "https://gusto.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Gusto is a HR & People Operations provider. See the official terms at [https://gusto.com/legal/terms](https://gusto.com/legal/terms). Gusto does not publish a public uptime SLA with service credits.\n\n" }, { "slug": "harness", "name": "Harness", "vendor": "Harness, Inc.", "website": "https://www.harness.io", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.harness.io/legal/support-terms-sla-06-2025", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 15, "deadline_basis": "quarter_end", "business_days": false, "method": "Support ticket", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Self-hosted (non-SaaS) deployments explicitly excluded", "Per-module SLA (Continuous Delivery, CI, etc. each measured separately)", "Exclusions include customer-side issues, third-party/vendor outages, force majeure", "Scheduled maintenance with 24-hour advance notice excluded", "Credit tier table not publicly confirmed (document returns 403)" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Premier", "slug": "premier", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "harness-platform", "name": "Harness CI/CD Platform", "category": "developer-tools", "description": "Unified platform for CI/CD, feature flags, cloud cost management, chaos engineering, and security testing", "sla_url": "https://www.harness.io/legal/support-terms-sla-06-2025", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Harness (Harness, Inc., Delaware; San Francisco, CA) is a unified CI/CD, feature flags, and cloud cost management platform. The SLA is quarterly per module: standard support customers get 99.5% and premier support customers get 99.8%. Credits are calculated as a percentage of the affected module's quarterly fees. Claims must be submitted within 15 days of quarter-end; Harness pays within 45 days. Only SaaS deployments are covered — self-hosted is excluded. The full credit tier table is not publicly available online." }, { "slug": "hashicorp", "name": "HashiCorp", "vendor": "HashiCorp", "website": "https://www.hashicorp.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://cloud.hashicorp.com/sla", "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": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99.5, "credit": 20 }, { "below": 99, "credit": 30 } ] }, "claim_process": { "deadline_days": 10, "deadline_basis": "quarter_end", "business_days": true, "method": "Support ticket", "url": "https://www.ibm.com/mysupport/s/?language=en_US", "required_evidence": [ "Detailed description of events resulting in Downtime, including request logs documenting errors", "Time and duration of the Downtime", "Number and location(s) of affected users (if applicable)", "Descriptions of attempts to resolve the Downtime at time of occurrence" ], "review_days": 45, "credit_application": "Applied to a future invoice for the affected HashiCorp Cloud service" }, "exclusions": [ "Factors outside HashiCorp's reasonable control (natural disaster, war, terrorism, riots, government action, network attacks, network/device failure at customer site)", "Services, hardware, or software provided by a third party (e.g. underlying cloud platform services)", "Use of customer password or equipment to access the network", "Customer or third-party improper use, scaling or configuration, or failure to follow appropriate security practices", "Scheduled downtime for maintenance and upgrades" ], "support": { "tiers": [ "Silver", "Gold", "Platinum" ], "has_24x7": true, "fastest_response": "30 min (Sev-1, Platinum tier)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.hashicorp.com/customer-success/enterprise-support", "note": "Platinum lists a 30-min Sev1 target and a TAM; no credit-remedy language on official pages." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "hcp-boundary", "name": "HCP Boundary", "category": "security", "description": "Managed access management", "sla_url": "https://cloud.hashicorp.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hcp-consul", "name": "HCP Consul", "category": "networking", "description": "Managed service mesh", "sla_url": "https://cloud.hashicorp.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hcp-packer", "name": "HCP Packer", "category": "devops", "description": "Image management service", "sla_url": "https://cloud.hashicorp.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hcp-terraform", "name": "HCP Terraform (Terraform Cloud)", "category": "infrastructure-as-code", "description": "Managed Terraform workflow", "sla_url": "https://cloud.hashicorp.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hcp-vault", "name": "HCP Vault", "category": "security", "description": "Managed secrets management", "sla_url": "https://cloud.hashicorp.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hcp-vault-radar", "name": "HCP Vault Radar", "category": "security", "description": "Secret discovery and scanning", "sla_url": "https://cloud.hashicorp.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hcp-vault-secrets", "name": "HCP Vault Secrets", "category": "security", "description": "Managed secrets management", "sla_url": "https://cloud.hashicorp.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "HashiCorp is a DevOps & Development provider. See the official SLA at [https://cloud.hashicorp.com/sla](https://cloud.hashicorp.com/sla).\n\nThe HashiCorp Cloud SLA applies only to HashiCorp Cloud services at the Enterprise tier or above. Service Credits are tiered (10% / 20% / 30% of Applicable Quarterly Service Fees) based on Quarterly Uptime Percentage, capped at 30%. To claim, log a support ticket within ten (10) business days after the last day of the affected Quarter; claims are processed within 45 days. Development/Dev-tier clusters are not covered.\n\n" }, { "slug": "heap", "name": "Heap", "vendor": "Heap", "website": "https://www.heap.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://contentsquare.com/legal/support-package-slc/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": null, "max_credit": { "kind": "capped", "label": "10 days", "value": 10, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "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": "incident_date", "business_days": false, "method": "Support", "url": "https://help.heap.io", "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": [ "Basic", "Standard", "Premium" ], "has_24x7": false, "fastest_response": "2 business hours (P0, Premium)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://help.heap.io/hc/en-us/articles/37271906133521-Heap-support-offerings", "note": "CSM included from Pro plan; severity response table not publicly accessible. Email all tiers; phone is Premium-only and escalation-only. Premium is 5x16 (no 24x7). Senior Backline Engineers at Premium; onboarding + managed services." }, "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": "analytics", "name": "Heap Analytics", "category": "analytics", "description": "Auto-capture analytics", "sla_url": "https://contentsquare.com/legal/support-package-slc/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "data-warehouse", "name": "Heap Connect", "category": "data-integration", "description": "Data warehouse sync", "sla_url": "https://contentsquare.com/legal/support-package-slc/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "session-replay", "name": "Session Replay", "category": "analytics", "description": "Session recording", "sla_url": "https://contentsquare.com/legal/support-package-slc/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Heap is a Monitoring & Observability provider. Heap (Product Analytics) is now a Contentsquare company; its governing SLA is the Contentsquare Support Package & SLA at [https://contentsquare.com/legal/support-package-slc/](https://contentsquare.com/legal/support-package-slc/) (referenced from Heap's Master Services Agreement). The former heap.io SLA page is no longer published.\n\n" }, { "slug": "help-scout", "name": "Help Scout", "vendor": "Help Scout", "website": "https://www.helpscout.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.helpscout.com/company/legal/terms-of-service/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://www.helpscout.com/contact/", "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", "Plus", "Pro" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": true, "training": false, "pricing": "included", "source_url": "https://www.helpscout.com/pricing/", "note": "Pro plan adds priority email and a strategic account manager; no published response SLAs. Support is email + chat, 24/6 (not 24/7). The \"phone\" feature is a Help Scout product, not its support channel. Support is email + chat, 24/6 (not 24/7). The \"phone\" feature is a Help Scout product, not its support channel." }, "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": "helpscout-beacon", "name": "Help Scout Beacon", "category": "chat", "description": "Embeddable chat widget", "sla_url": "https://www.helpscout.com/company/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "helpscout-docs", "name": "Help Scout Docs", "category": "knowledge-base", "description": "Knowledge base", "sla_url": "https://www.helpscout.com/company/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "helpscout-mailbox", "name": "Help Scout Mailbox", "category": "help-desk", "description": "Shared mailbox", "sla_url": "https://www.helpscout.com/company/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "helpscout-messages", "name": "Help Scout Messages", "category": "in-app-messaging", "description": "In-app messaging", "sla_url": "https://www.helpscout.com/company/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Help Scout is a Other SaaS provider. See the official SLA at [https://www.helpscout.com/company/legal/terms-of-service/](https://www.helpscout.com/company/legal/terms-of-service/).\n\n" }, { "slug": "heroku", "name": "Heroku", "vendor": "Heroku", "website": "https://www.heroku.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.heroku.com/policy/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support Ticket", "url": "https://help.heroku.com", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard Success", "Premier Success", "Signature Success" ], "has_24x7": true, "fastest_response": "1 hour (business-stopping, Signature)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.heroku.com/support/", "note": "Signature adds a TAM and 1-hour critical target; published as targets, not credit-backed. 24/7 case submission is Signature-only (Standard/Premier business hours); Signature adds a dedicated TAM + emergency phone line." }, "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": "Heroku Connect", "category": "integration", "description": "Salesforce sync", "sla_url": "https://www.heroku.com/policy/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kafka", "name": "Heroku Kafka", "category": "messaging", "description": "Managed Apache Kafka", "sla_url": "https://www.heroku.com/policy/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "redis", "name": "Heroku Key-Value Store", "category": "database", "description": "Managed Redis", "sla_url": "https://www.heroku.com/policy/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pipelines", "name": "Heroku Pipelines", "category": "ci-cd", "description": "CI/CD pipelines", "sla_url": "https://www.heroku.com/policy/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "postgres", "name": "Heroku Postgres", "category": "database", "description": "Managed PostgreSQL", "sla_url": "https://www.heroku.com/policy/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "runtime", "name": "Heroku Runtime", "category": "paas", "description": "Application runtime (dynos)", "sla_url": "https://www.heroku.com/policy/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Heroku is a Cloud Infrastructure provider. See the official SLA at [https://www.heroku.com/policy/promise](https://www.heroku.com/policy/promise).\n\n" }, { "slug": "hetzner", "name": "Hetzner", "vendor": "Hetzner Online GmbH", "website": "https://www.hetzner.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://docs.hetzner.com/general/company-and-policy/slas-cloud/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "regional", "uptime": 99.9, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "all plans", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 14, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Ticket", "url": "https://www.hetzner.com/support/", "required_evidence": [ "Affected Cloud Server IDs", "Dates and duration of unavailability" ], "review_days": null, "credit_application": "Non-refundable Cloud Credits for future Hetzner Cloud usage only" }, "exclusions": [ "Scheduled maintenance announced at least 24 hours in advance", "Force majeure events", "Customer-caused failures (software, configuration, operational practices)", "Live migrations required for host stability", "DDoS attacks and cyberattacks", "Network interruptions outside Hetzner's control" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "cloud-servers", "name": "Cloud Servers", "category": "compute", "description": "Hetzner Cloud virtual servers (CX, CPX, CCX lines)", "sla_url": "https://docs.hetzner.com/general/company-and-policy/slas-cloud/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "vservers", "name": "vServers", "category": "compute", "description": "Hetzner vServer instances", "sla_url": "https://docs.hetzner.com/general/company-and-policy/slas-cloud/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "load-balancers", "name": "Load Balancers", "category": "networking", "description": "Managed load balancers — not covered by Cloud Server SLA", "sla_url": "https://docs.hetzner.com/general/company-and-policy/slas-cloud/", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "object-storage", "name": "Object Storage", "category": "storage", "description": "S3-compatible object storage — not covered by Cloud Server SLA", "sla_url": "https://docs.hetzner.com/general/company-and-policy/slas-cloud/", "uptime": null, "uptime_scope": "regional", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Hetzner is a Cloud Infrastructure provider based in Germany. The SLA covers Cloud Servers and vServers with a 99.9% monthly availability commitment and pro-rata credits (hourly rate × duration of unavailability, capped at 100% of the affected server's monthly invoice). Additional services such as load balancers, firewalls, snapshots, backups, managed Kubernetes, and object storage are explicitly excluded from SLA coverage." }, { "slug": "hibob", "name": "HiBob", "vendor": "Hi Bob Ltd.", "website": "https://www.hibob.com", "category": "hr-and-workforce", "category_name": "HR & Workforce", "tags": [], "sla_url": "https://www.hibob.com/terms-of-service/", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No public uptime SLA", "Availability explicitly disclaimed in Terms of Service" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "hibob-hris", "name": "HiBob HRIS Platform", "category": "hr-and-workforce", "description": "Modern HR platform for mid-market companies covering employee lifecycle, engagement, and performance management", "sla_url": "https://www.hibob.com/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "HiBob (Hi Bob Ltd., Israel; HiBob, Inc., US subsidiary) is a modern HRIS platform for mid-market companies. HiBob's Terms of Service explicitly disclaim any uptime warranty — the platform is provided \"AS IS\" with no guarantee of uninterrupted service availability. Enterprise customers should negotiate custom SLA terms directly with HiBob." }, { "slug": "hightouch", "name": "Hightouch", "vendor": "Carry Technologies, Inc. dba Hightouch", "website": "https://hightouch.com", "category": "data-and-analytics", "category_name": "Data & Analytics", "tags": [], "sla_url": "https://hightouch.com/terms", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No public uptime SLA with credit remedy", "Sole public remedy is prompt correction of non-conforming service", "Custom uptime SLA available only via Enterprise negotiation" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Starter", "slug": "starter", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Business", "slug": "business", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "hightouch-reverse-etl", "name": "Hightouch Reverse ETL", "category": "data-and-analytics", "description": "Reverse ETL and data activation platform syncing warehouse data to CRM, marketing, and operational tools", "sla_url": "https://hightouch.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Hightouch (Carry Technologies, Inc. dba Hightouch, California) is a reverse ETL and data activation platform. While marketing references 99.99% global uptime, the public Terms of Service provides no contractual uptime commitment — the sole stated remedy for service defects is \"prompt correction.\" Custom uptime SLAs with credit schedules are available only through Enterprise plan negotiation." }, { "slug": "honeycomb", "name": "Honeycomb", "vendor": "Hound Technology, Inc.", "website": "https://www.honeycomb.io", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://www.honeycomb.io/terms", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Services may be unavailable for scheduled or unscheduled maintenance", "No uptime SLA in standard terms" ], "support": null, "support_tiers": [ { "name": "Team", "slug": "team", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "honeycomb-observability", "name": "Honeycomb Observability Platform", "category": "monitoring-and-observability", "description": "Event-based observability and query analytics for distributed systems", "sla_url": "https://www.honeycomb.io/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Honeycomb is an observability platform operated by Hound Technology, Inc. The standard Terms of Service use only \"reasonable efforts\" language with no numeric uptime commitment. Enterprise MSA customers may have negotiated SLA terms, but these are not publicly disclosed — contact Honeycomb directly." }, { "slug": "hootsuite", "name": "Hootsuite", "vendor": "Hootsuite", "website": "https://www.hootsuite.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "capped", "label": "15 days", "value": 15, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "service_extension", "max_credit_percent": null, "unit": "days_added_to_term", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": null }, { "below": 99, "credit": null }, { "below": 95, "credit": null } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "eligibility_date", "business_days": false, "method": "Notify Hootsuite", "url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement", "required_evidence": [], "review_days": null, "credit_application": "Days of Enterprise Services added to the end of Customer's Term at no charge" }, "exclusions": [ "Scheduled system maintenance", "API Interruptions from independent partners (e.g., X/Twitter, Facebook, LinkedIn, YouTube)", "Circumstances beyond Hootsuite's control" ], "support": { "tiers": [ "Standard Services", "Premier Services" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.hootsuite.com/services", "note": "Premier adds a designated account manager and phone support; no published response-time SLA. Premier Services adds a designated account manager + phone support; no published response-time SLA." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "advertising", "name": "Social Advertising", "category": "advertising", "description": "Ad management", "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "analytics", "name": "Social Analytics", "category": "analytics", "description": "Social media analytics", "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "inbox", "name": "Social Inbox", "category": "engagement", "description": "Social engagement management", "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "listening", "name": "Social Listening", "category": "monitoring", "description": "Brand monitoring", "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "publishing", "name": "Social Publishing", "category": "social-media", "description": "Content publishing and scheduling", "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Hootsuite is a Marketing & Analytics provider. See the official SLA at [https://www.hootsuite.com/legal/enterprise-service-level-agreement](https://www.hootsuite.com/legal/enterprise-service-level-agreement).\n\n\nHootsuite's SLA applies only to Enterprise Services purchased under an Authorization Form; self-serve/standard plans have no public uptime SLA (the self-serve terms disclaim continuous availability). The 99.9% Service Availability commitment is for the Platform overall, no per-service uptime tiers are published. Remedy is a service extension (days added to the end of Term), not a percentage invoice credit and not automatic: tiers are 3 days (<99.9% to >=99.0%), 7 days (<99.0% to >=95.0%), 15 days (<95.0%), capped at 15 days per calendar month. Customer must notify Hootsuite within 30 days of becoming eligible or forfeit the credit." }, { "slug": "hubspot", "name": "HubSpot", "vendor": "HubSpot", "website": "https://www.hubspot.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://legal.hubspot.com/product-specific-terms", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": null, "max_credit": { "kind": "time", "label": "time-based", "value": null, "unit": "time" }, "has_automatic_credits": false, "min_plan_for_sla": "starter", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 20, "deadline_basis": "month_end", "business_days": false, "method": "Contact HubSpot", "url": "https://legal.hubspot.com/product-specific-terms", "required_evidence": [], "review_days": null, "credit_application": "Applied against an invoice or charge for the following renewal Subscription Term" }, "exclusions": [ "Force majeure events", "Customer-caused issues", "Third-party internet/telecom failures", "Misuse of the service", "Maintenance windows", "Data migrations", "Free Services" ], "support": { "tiers": [ "Starter", "Professional", "Enterprise" ], "has_24x7": false, "fastest_response": "5 min (phone call-back, Pro/Enterprise)", "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://legal.hubspot.com/product-specific-terms", "note": "24/7 chat/email on paid tiers; phone on Pro/Enterprise. CSM and Academy. No 24/7 commitment; pooled support (no named CSM/TAM). Chat/email at Starter+, phone call-back at Pro/Enterprise (English-only). Paid onboarding. No 24/7 commitment; pooled support (no named CSM/TAM). Chat/email at Starter+, phone call-back at Pro/Enterprise (English-only). Paid onboarding." }, "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": "cms", "name": "CMS Hub", "category": "cms", "description": "Content management system", "sla_url": "https://legal.hubspot.com/product-specific-terms", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "crm", "name": "HubSpot CRM", "category": "crm", "description": "Customer relationship management", "sla_url": "https://legal.hubspot.com/product-specific-terms", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "marketing", "name": "Marketing Hub", "category": "marketing", "description": "Marketing automation", "sla_url": "https://legal.hubspot.com/product-specific-terms", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sales", "name": "Sales Hub", "category": "sales", "description": "Sales CRM and tools", "sla_url": "https://legal.hubspot.com/product-specific-terms", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "service", "name": "Service Hub", "category": "support", "description": "Customer service platform", "sla_url": "https://legal.hubspot.com/product-specific-terms", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "HubSpot is a CRM & Sales provider. The \"Service Uptime Commitment\" is published in HubSpot's [Product Specific Terms](https://legal.hubspot.com/product-specific-terms): a 99.95% monthly Service Uptime target for paid Subscription Services. A credit (pro-rated fees for the downtime) is available only if uptime falls below 99.95% for two (2) or more consecutive calendar months, and the customer must request it within twenty (20) days of the end of the relevant month. There is no tiered credit schedule or stated maximum credit cap, and credits are not automatic.\n\n" }, { "slug": "hugging-face", "name": "Hugging Face", "vendor": "Hugging Face", "website": "https://huggingface.co", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://huggingface.co/terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://huggingface.co/support", "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": [ "Enterprise", "Enterprise Plus", "Expert Acceleration Program" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://huggingface.co/support", "note": "Enterprise Plus adds private Slack with Solutions Engineering; Expert Acceleration is custom advisory. Forum (free) -> email with SLA (Enterprise) -> Slack (Enterprise Plus); no phone. Expert Support / Expert Acceleration Program (paid). Response numbers/severities not published. Forum (free) -> email with SLA (Enterprise) -> Slack (Enterprise Plus); no phone. Expert Support / Expert Acceleration Program (paid). Response numbers/severities not published." }, "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": "huggingface-autotrain", "name": "AutoTrain", "category": "ai", "description": "Automated model training", "sla_url": "https://huggingface.co/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "huggingface-hub", "name": "Hugging Face Hub", "category": "ai", "description": "Model and dataset repository", "sla_url": "https://huggingface.co/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "huggingface-inference", "name": "Inference API", "category": "ai", "description": "Model inference endpoints", "sla_url": "https://huggingface.co/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "huggingface-spaces", "name": "Spaces", "category": "ai", "description": "ML app hosting", "sla_url": "https://huggingface.co/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Hugging Face is a AI & Machine Learning provider. See the official SLA at [https://huggingface.co/terms-of-service](https://huggingface.co/terms-of-service).\n\n" }, { "slug": "ibm-cloud", "name": "IBM Cloud", "vendor": "IBM Cloud", "website": "https://www.ibm.com/products/cloud", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://cloud.ibm.com/docs/overview?topic=overview-slas", "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": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 5 }, { "below": 99.9, "credit": 10 } ] }, "claim_process": { "deadline_days": 3, "deadline_basis": "end_of_billing_month", "business_days": true, "method": "IBM Support", "url": "https://www.ibm.com/products/cloud/support", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Basic", "Advanced", "Premium" ], "has_24x7": true, "fastest_response": "15 min (Sev1, Premium)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://cloud.ibm.com/docs/get-support?topic=get-support-support-plans", "note": "Premium adds a TAM and a 15-min Sev1 target; response times are targets, not credit-backed. Advanced = 30-min Sev1; Premium = 15-min Sev1 + TAM. (IBM ended free human support for Basic in 2025.)" }, "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": "activity-tracker", "name": "Activity Tracker", "category": "management", "description": "Activity Tracker service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api-connect", "name": "API Connect", "category": "integration", "description": "API Connect service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "app-connect", "name": "App Connect", "category": "integration", "description": "App Connect service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "app-id", "name": "App ID", "category": "security", "description": "App ID service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "load-balancer-for-vpc", "name": "Application Load Balancer for VPC", "category": "networking", "description": "Application Load Balancer for VPC service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "bare-metal-servers", "name": "Bare Metal Servers for VPC", "category": "compute", "description": "Bare Metal Servers for VPC service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "block-storage-for-vpc", "name": "Block Storage for VPC", "category": "storage", "description": "Block Storage for VPC service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "blockchain-platform", "name": "Blockchain Platform", "category": "emerging-tech", "description": "Blockchain Platform service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "certificate-manager", "name": "Certificate Manager", "category": "security", "description": "Certificate Manager service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud-foundry", "name": "Cloud Foundry", "category": "platform", "description": "Cloud Foundry service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud-internet-services", "name": "Cloud Internet Services", "category": "networking", "description": "Cloud Internet Services service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud-monitoring", "name": "Cloud Monitoring", "category": "management", "description": "Cloud Monitoring service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud-object-storage", "name": "Cloud Object Storage", "category": "storage", "description": "Cloud Object Storage service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cognos-analytics", "name": "Cognos Analytics", "category": "analytics", "description": "Cognos Analytics service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "container-registry", "name": "Container Registry", "category": "containers", "description": "Container Registry service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "continuous-delivery", "name": "Continuous Delivery", "category": "devops", "description": "Continuous Delivery service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "databases-for-elasticsearch", "name": "Databases for Elasticsearch", "category": "database", "description": "Databases for Elasticsearch service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "databases-for-etcd", "name": "Databases for etcd", "category": "database", "description": "Databases for etcd service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "databases-for-mongodb", "name": "Databases for MongoDB", "category": "database", "description": "Databases for MongoDB service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "databases-for-mysql", "name": "Databases for MySQL", "category": "database", "description": "Databases for MySQL service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "databases-for-postgresql", "name": "Databases for PostgreSQL", "category": "database", "description": "Databases for PostgreSQL service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "databases-for-redis", "name": "Databases for Redis", "category": "database", "description": "Databases for Redis service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "db2-on-cloud", "name": "Db2 on Cloud", "category": "database", "description": "Db2 on Cloud service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "db2-warehouse", "name": "Db2 Warehouse", "category": "analytics", "description": "Db2 Warehouse service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "direct-link", "name": "Direct Link", "category": "networking", "description": "Direct Link service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "event-streams", "name": "Event Streams", "category": "integration", "description": "Event Streams service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "file-storage-for-vpc", "name": "File Storage for VPC", "category": "storage", "description": "File Storage for VPC service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hyper-protect-crypto-services", "name": "Hyper Protect Crypto Services", "category": "security", "description": "Hyper Protect Crypto Services service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "code-engine", "name": "IBM Cloud Code Engine", "category": "compute", "description": "IBM Cloud Code Engine service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dns-services", "name": "IBM Cloud DNS Services", "category": "networking", "description": "IBM Cloud DNS Services service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "functions", "name": "IBM Cloud Functions", "category": "compute", "description": "IBM Cloud Functions service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "kubernetes-service", "name": "IBM Cloud Kubernetes Service", "category": "containers", "description": "IBM Cloud Kubernetes Service service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pak-for-data", "name": "IBM Cloud Pak for Data", "category": "analytics", "description": "IBM Cloud Pak for Data service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "satellite", "name": "IBM Cloud Satellite", "category": "hybrid-cloud", "description": "IBM Cloud Satellite service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudant", "name": "IBM Cloudant", "category": "database", "description": "IBM Cloudant service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "key-protect", "name": "Key Protect", "category": "security", "description": "Key Protect service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "log-analysis", "name": "Log Analysis", "category": "management", "description": "Log Analysis service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mq-on-cloud", "name": "MQ on Cloud", "category": "integration", "description": "MQ on Cloud service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "natural-language-understanding", "name": "Natural Language Understanding", "category": "ai-and-machine-learning", "description": "Natural Language Understanding service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "power-virtual-server", "name": "Power Virtual Server", "category": "compute", "description": "Power Virtual Server service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "red-hat-openshift-on-ibm-cloud", "name": "Red Hat OpenShift on IBM Cloud", "category": "containers", "description": "Red Hat OpenShift on IBM Cloud service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "schematics", "name": "Schematics", "category": "devops", "description": "Schematics service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "secrets-manager", "name": "Secrets Manager", "category": "security", "description": "Secrets Manager service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "security-and-compliance-center", "name": "Security and Compliance Center", "category": "security", "description": "Security and Compliance Center service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "speech-to-text", "name": "Speech to Text", "category": "ai-and-machine-learning", "description": "Speech to Text service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "streaming-analytics", "name": "Streaming Analytics", "category": "analytics", "description": "Streaming Analytics service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "text-to-speech", "name": "Text to Speech", "category": "ai-and-machine-learning", "description": "Text to Speech service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "transit-gateway", "name": "Transit Gateway", "category": "networking", "description": "Transit Gateway service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "virtual-private-cloud-vpc", "name": "Virtual Private Cloud", "category": "networking", "description": "Virtual Private Cloud service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "virtual-servers-for-vpc", "name": "Virtual Server for VPC", "category": "compute", "description": "Virtual Server for VPC service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vmware-solutions", "name": "VMware Solutions", "category": "compute", "description": "VMware Solutions service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vpn-for-vpc", "name": "VPN for VPC", "category": "networking", "description": "VPN for VPC service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "watson-assistant", "name": "Watson Assistant", "category": "ai-and-machine-learning", "description": "Watson Assistant service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "watson-discovery", "name": "Watson Discovery", "category": "ai-and-machine-learning", "description": "Watson Discovery service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "watson-machine-learning", "name": "Watson Machine Learning", "category": "ai-and-machine-learning", "description": "Watson Machine Learning service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "watson-query", "name": "Watson Query", "category": "database", "description": "Watson Query service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "watson-studio", "name": "Watson Studio", "category": "ai-and-machine-learning", "description": "Watson Studio service", "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "IBM Cloud is a Cloud Infrastructure provider. See the official SLA at [https://cloud.ibm.com/docs/overview?topic=overview-slas](https://cloud.ibm.com/docs/overview?topic=overview-slas). IBM Cloud SLAs are per-service: each service's availability target and credit amounts are defined in its individual Transaction Document / Service Description.\n\n" }, { "slug": "imperva", "name": "Imperva", "vendor": "Imperva, Inc.", "website": "https://www.imperva.com", "category": "cdn-and-edge", "category_name": "CDN & Edge", "tags": [], "sla_url": "https://www.imperva.com/legal/service-level-agreement/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.999, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 7, "deadline_basis": "incident_date", "business_days": false, "method": "Support ticket", "url": "https://www.imperva.com/", "required_evidence": [ "Incident dates and times (within 7 days of occurrence)", "Affected service details", "Account information" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Internet routing issues outside Imperva network", "DDoS attacks exceeding contracted mitigation capacity" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "imperva-network-infrastructure", "name": "Imperva Network Infrastructure (NI)", "category": "cdn-and-edge", "description": "DDoS protection and CDN for network-layer threats", "sla_url": "https://www.imperva.com/legal/service-level-agreement/", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "imperva-protected-infrastructure", "name": "Imperva Protected Infrastructure (PI)", "category": "cdn-and-edge", "description": "Web application firewall and bot management services", "sla_url": "https://www.imperva.com/legal/service-level-agreement/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Imperva (a Thales Group subsidiary) provides DDoS protection and application security services. SLA uptime is measured ANNUALLY — 99.999% for Network Infrastructure and 99.95% for Protected Infrastructure. The claim window is critically short: credits must be requested within **7 days of the incident**, not from billing cycle end. Credit amounts require direct review of the SLA document." }, { "slug": "influxdb", "name": "InfluxDB Cloud", "vendor": "InfluxData, Inc.", "website": "https://www.influxdata.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://www.influxdata.com/legal/influxdb-cloud-2-0-service-level-agreement/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "annual", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 5, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Email", "url": "mailto:support@influxdata.com", "required_evidence": [ "Dates and times the Service was Unavailable", "Related logs documenting the unavailability" ], "review_days": null, "credit_application": "Applied as credit on next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Pay-as-you-go subscription plans (SLA applies to annual pre-pay only)" ], "support": null, "support_tiers": [ { "name": "Pay-as-you-go", "slug": "pay-as-you-go", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Annual Pre-pay", "slug": "annual-pre-pay", "price": "Annual subscription", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "influxdb-cloud", "name": "InfluxDB Cloud", "category": "database", "description": "Managed time-series database-as-a-service", "sla_url": "https://www.influxdata.com/legal/influxdb-cloud-2-0-service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "InfluxDB Cloud offers a 99.9% monthly availability SLA for annual pre-pay subscribers only — pay-as-you-go customers are explicitly excluded. The claim window is an unusually short five calendar days after month-end. Maximum credit is capped at 50% of monthly fees. Specific credit tier percentages were not captured verbatim; direct document review recommended." }, { "slug": "intercom", "name": "Intercom", "vendor": "Intercom", "website": "https://www.intercom.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.intercom.com/legal/service-level-agreement", "last_verified": "2026-06-23", "sla_status": "termination", "sla_status_label": "Termination-only", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.8, "max_credit_percent": 0, "max_credit": { "kind": "termination", "label": "No service credit", "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "termination_refund", "max_credit_percent": 0, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_second_consecutive_failed_month", "business_days": false, "method": "Written notice of termination", "url": "https://www.intercom.com/legal/service-level-agreement", "required_evidence": [ "Two consecutive months below Target Availability" ], "review_days": null, "credit_application": "Pro-rated refund of prepaid fees for the terminated Service" }, "exclusions": [ "Use of the services in a manner not authorized in the Agreement", "General Internet problems, force majeure events, or other factors outside Intercom's reasonable control", "Customer's equipment, software, network connections, or other infrastructure", "Third party systems, acts, or omissions", "Scheduled Maintenance or reasonable emergency maintenance" ], "support": { "tiers": [ "Standard", "Premier Support", "Premier Support Rapid Response" ], "has_24x7": true, "fastest_response": "1 hour (Premier; ~10 min urgent on Rapid Response)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.intercom.com/help/en/articles/5952022-premier-support", "note": "Premier tiers add onboarding, support, and rapid response with a dedicated point of contact. Premier Support tiers are paid add-ons, 24/7 follow-the-sun. Email/chat (+video on Rapid Response); no phone. Premier Support tiers are paid add-ons, 24/7 follow-the-sun. Email/chat (+video on Rapid Response); no phone." }, "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": "ai-agent", "name": "AI Agent (Fin)", "category": "automation", "description": "Uptime is achieved when Intercom's AI Agent, Fin, can generate text responses to customer inquiries.", "sla_url": "https://www.intercom.com/legal/service-level-agreement", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "core-platform", "name": "Core Platform", "category": "chat", "description": "Uptime is achieved when users can successfully engage in key actions such as replying within the Inbox or Messenger platforms.", "sla_url": "https://www.intercom.com/legal/service-level-agreement", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Intercom is a Communication & Collaboration provider. See the official SLA at [https://www.intercom.com/legal/service-level-agreement](https://www.intercom.com/legal/service-level-agreement).\n\nNote: Intercom's SLA (Effective Date 2025-07-11) targets 99.8% monthly uptime and provides a termination-and-refund remedy rather than service credits. The remedy applies only after two consecutive months below target; Customer must give written termination notice within 30 days after the end of the second such month. This is the Customer's sole and exclusive remedy.\n\n" }, { "slug": "jfrog", "name": "JFrog", "vendor": "JFrog Ltd", "website": "https://jfrog.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://jfrog.com/platform/saas-sla/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "time", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Email", "url": "mailto:service@jfrog.com", "required_evidence": [ "Written notification to service@jfrog.com", "Incident dates and times", "Affected JFrog services and account details" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Free or trial plan services", "Beta or preview features" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise+", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "jfrog-platform-standard", "name": "JFrog Platform (Standard)", "category": "developer-tools", "description": "Artifact management, DevSecOps, and software supply chain security platform", "sla_url": "https://jfrog.com/platform/saas-sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "jfrog-platform-premium-ha", "name": "JFrog Platform (Premium High Availability)", "category": "developer-tools", "description": "High-availability JFrog Platform with Premium HA add-on", "sla_url": "https://jfrog.com/platform/saas-sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "JFrog (JFrog Ltd, Israel) provides artifact management and DevSecOps platform services. The SLA commits to 99.9% uptime for Standard plans and 99.99% with the Premium HA add-on. Credits are issued as **service term extensions** (days added to subscription), not percentage refunds — capped at 30 days total. Claims must be submitted in writing to service@jfrog.com within 30 days of the month-end in which the breach occurred." }, { "slug": "jumpcloud", "name": "JumpCloud", "vendor": "JumpCloud", "website": "https://www.jumpcloud.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://jumpcloud.com/policies", "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": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "premium", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 10, "deadline_basis": "calendar_month_end", "business_days": false, "method": "Written request (Credit Request)", "url": "https://support.jumpcloud.com", "required_evidence": [ "Credit Requests are subject to verification against JumpCloud's system records" ], "review_days": null, "credit_application": "Credit or refund at Customer's option" }, "exclusions": [ "Customer configuration errors", "Customer preventing required maintenance", "Customer unsupported equipment or software", "Circumstances beyond JumpCloud's reasonable control (floods, war, acts of god)", "Use of beta or trial versions of the Service", "Scheduled Maintenance communicated in advance", "Use of other than the latest version of the JumpCloud Agent" ], "support": { "tiers": [ "Standard", "Premium" ], "has_24x7": true, "fastest_response": "1 hour (Sev1, Premium)", "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": true, "success_program": false, "training": true, "pricing": "flat", "source_url": "https://jumpcloud.com/premium-support", "note": "Premium add-on lists a 1-hour Sev1 target with 24/7/365 coverage; treated as a target. Chat/phone are Premium; Standard Sev1 = 4h, Premium 24x7." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "4 hours" }, { "name": "Premium", "slug": "premium", "price": "Custom", "sla_eligible": true, "response_time": "1 hour" } ], "sla_tiers": [], "services": [ { "id": "radius", "name": "Cloud RADIUS", "category": "network-auth", "description": "Cloud RADIUS service", "sla_url": "https://jumpcloud.com/policies", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "device-mgmt", "name": "Device Management", "category": "mdm", "description": "Device management", "sla_url": "https://jumpcloud.com/policies", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "directory", "name": "JumpCloud Directory", "category": "directory", "description": "Cloud directory service", "sla_url": "https://jumpcloud.com/policies", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mfa", "name": "JumpCloud MFA", "category": "mfa", "description": "Multi-factor authentication", "sla_url": "https://jumpcloud.com/policies", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sso", "name": "JumpCloud SSO", "category": "sso", "description": "Single sign-on", "sla_url": "https://jumpcloud.com/policies", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "JumpCloud is a Security & Identity provider. The uptime/service-credit SLA is published in the Premium Support Description, linked from JumpCloud's support policies page at [https://jumpcloud.com/policies](https://jumpcloud.com/policies) and incorporated into the DAASA customer agreement ([https://jumpcloud.com/legal/daasa](https://jumpcloud.com/legal/daasa)).\n\n" }, { "slug": "kinaxis", "name": "Kinaxis", "vendor": "Kinaxis", "website": "https://www.kinaxis.com/en", "category": "enterprise-and-operations", "category_name": "Enterprise & Operations", "tags": [], "sla_url": "https://www.kinaxis.com/en/trust-center", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.kinaxis.com/en/trust-center", "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", "Premier" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.kinaxis.com/en/support-services", "note": "Premier adds 1-on-1 guidance and proactive monitoring; specifics not publicly published. Standard + Premier support; phone + Knowledge Network portal. No public 24x7, response-time, or named-contact commitment on Kinaxis pages. Professional & Technical Services are SoW-based." }, "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": "rapidresponse-control-tower", "name": "Control Tower", "category": "supply-chain-visibility", "description": "End-to-end supply chain visibility", "sla_url": "https://www.kinaxis.com/en/trust-center", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rapidresponse-demand", "name": "Demand Planning", "category": "demand-planning", "description": "AI-powered demand forecasting", "sla_url": "https://www.kinaxis.com/en/trust-center", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rapidresponse-inventory", "name": "Inventory Planning", "category": "inventory-management", "description": "Multi-echelon inventory optimization", "sla_url": "https://www.kinaxis.com/en/trust-center", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rapidresponse-planning", "name": "RapidResponse Planning", "category": "supply-chain-planning", "description": "Supply chain planning and S&OP", "sla_url": "https://www.kinaxis.com/en/trust-center", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Kinaxis is a Other SaaS provider. Kinaxis does not publish a public availability SLA; per its [Trust Center](https://www.kinaxis.com/en/trust-center), the availability SLA is part of the contractual SaaS Agreement (Order Form, Support Guide, Security Guide, availability SLA, and Data Processing Agreement) and is not publicly disclosed.\n\n" }, { "slug": "klarna", "name": "Klarna", "vendor": "Klarna Bank AB (publ)", "website": "https://www.klarna.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.klarna.com/us/legal/", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Not applicable", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "All availability warranties expressly disclaimed (AS IS)", "No uptime guarantee at any plan tier", "Klarna may deprecate or change functionality without notice" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "klarna-payments", "name": "Klarna Buy Now Pay Later", "category": "finance-and-payments", "description": "Buy Now Pay Later payment solution and merchant commerce platform for online and in-store payments", "sla_url": "https://www.klarna.com/us/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Klarna (Klarna Bank AB publ, Stockholm; Klarna Inc., US; Klarna Group plc, UK) is a Buy Now Pay Later and merchant payments platform. Klarna's Terms of Service and Merchant Cooperation Agreement explicitly disclaim all availability warranties — the platform is provided \"AS IS\" with no guarantee of continuous or uninterrupted service. No uptime SLA or credit structure exists at any merchant tier." }, { "slug": "klaviyo", "name": "Klaviyo", "vendor": "Klaviyo", "website": "https://www.klaviyo.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://www.klaviyo.com/legal/terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://help.klaviyo.com/hc/en-us", "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", "Professional", "Enterprise" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.klaviyo.com/success/premium-support", "note": "Standard included on paid plans; Professional/Enterprise require minimum spend and a custom quote. Email (24/7 for paid) + chat (24/5); no phone. Pooled support, no named contact. Professional services are partner-delivered, not first-party. Email (24/7 for paid) + chat (24/5); no phone. Pooled support, no named contact. Professional services are partner-delivered, not first-party." }, "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": "cdp", "name": "Klaviyo CDP", "category": "cdp", "description": "Customer data platform", "sla_url": "https://www.klaviyo.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "email", "name": "Klaviyo Email", "category": "email-marketing", "description": "Email marketing", "sla_url": "https://www.klaviyo.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "flows", "name": "Klaviyo Flows", "category": "marketing-automation", "description": "Automated flows", "sla_url": "https://www.klaviyo.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "reviews", "name": "Klaviyo Reviews", "category": "reviews", "description": "Product reviews", "sla_url": "https://www.klaviyo.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sms", "name": "Klaviyo SMS", "category": "sms-marketing", "description": "SMS marketing", "sla_url": "https://www.klaviyo.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Klaviyo is a Marketing & Analytics provider. Klaviyo does not publish a public uptime SLA or service-credit policy; its [Terms of Service](https://www.klaviyo.com/legal/terms-of-service) disclaims any availability guarantee. See Klaviyo's legal documents at [https://www.klaviyo.com/legal](https://www.klaviyo.com/legal).\n\n" }, { "slug": "knowbe4", "name": "KnowBe4", "vendor": "KnowBe4, Inc.", "website": "https://www.knowbe4.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.knowbe4.com/legal/service-level-agreement", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "capped", "label": "10 days", "value": 10, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "days_extension", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact support", "url": "https://www.knowbe4.com/support", "required_evidence": [ "Documentation of downtime period", "Account details" ], "review_days": null, "credit_application": null }, "exclusions": [ "Maintenance Windows", "Force majeure events", "Third-party software or hardware failures", "Customer negligence or non-performance", "Free, trial, beta, or early access customers", "Commercially reasonable efforts language — not a hard guarantee" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "knowbe4-platform", "name": "KnowBe4 Security Awareness Training Platform", "category": "security-and-identity", "description": "Security awareness training, phishing simulation, and compliance training for employees", "sla_url": "https://www.knowbe4.com/legal/service-level-agreement", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "KnowBe4 (KnowBe4, Inc., Clearwater FL) is a security awareness training and phishing simulation platform. The SLA targets 99.9% monthly uptime using \"commercially reasonable efforts\" language — it is a target, not a hard guarantee. Credits are issued as additional subscription days (max 10 days per subscription year), applied as a prorated discount on the next renewal rather than as a monetary credit. Credits are forfeited if not used in the following subscription term." }, { "slug": "kong", "name": "Kong", "vendor": "Kong", "website": "https://www.kong.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://konghq.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": 99.9, "max_credit_percent": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://support.konghq.com/support/s/", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Basic", "Standard", "Plus", "Premium" ], "has_24x7": true, "fastest_response": "30 min (Sev-1, Diamond tier)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://konghq.com/legal/kong-support-and-maintenance-policy", "note": "Premium lists a 24/7 30-min Sev1 target and a TAM; published as targets." }, "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": "gateway", "name": "Kong Gateway", "category": "api-gateway", "description": "API gateway", "sla_url": "https://konghq.com/legal/service-level-agreement", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "insomnia", "name": "Kong Insomnia", "category": "api-development", "description": "API design and testing", "sla_url": "https://konghq.com/legal/service-level-agreement", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "konnect", "name": "Kong Konnect", "category": "api-management", "description": "Cloud API management", "sla_url": "https://konghq.com/legal/service-level-agreement", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mesh", "name": "Kong Mesh", "category": "service-mesh", "description": "Service mesh", "sla_url": "https://konghq.com/legal/service-level-agreement", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Kong is a Integration & Automation provider. See the official SLA at [https://konghq.com/legal/service-level-agreement](https://konghq.com/legal/service-level-agreement).\n\n" }, { "slug": "lacework", "name": "Lacework", "vendor": "Lacework, Inc.", "website": "https://www.lacework.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.lacework.com/legal/customer-sla/", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "premium", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact support", "url": "https://support.fortinet.com/welcome/#/", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "SLA terms require Premium (FortiCare Elite) support tier", "Standard support customers have no guaranteed credit remedy" ], "support": null, "support_tiers": [ { "name": "Standard (FortiCare Premium)", "slug": "standard-forticare-premium", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Premium (FortiCare Elite)", "slug": "premium-forticare-elite", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "lacework-forticnapp", "name": "Lacework FortiCNAPP", "category": "security-and-identity", "description": "Cloud-native application protection platform (CNAPP) — formerly Lacework, now part of Fortinet", "sla_url": "https://www.lacework.com/legal/customer-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Lacework was acquired by Fortinet and is now branded as Lacework FortiCNAPP. The SLA document exists but specific uptime percentages and credit tiers are not publicly accessible. Service credits are available only to Premium (FortiCare Elite) support tier customers. Contact Fortinet/Lacework directly for current SLA terms." }, { "slug": "langchain", "name": "LangChain", "vendor": "LangChain, Inc.", "website": "https://www.langchain.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://www.langchain.com/support-plans", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": 20, "max_credit": { "kind": "capped", "label": "20%", "value": 20, "unit": "percent" }, "has_automatic_credits": true, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 20, "unit": "percent", "note": null, "automatic": true, "credit_tiers": [ { "below": 99.5, "credit": 10 }, { "below": 99, "credit": 20 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Automatic", "url": "https://www.langchain.com/support-plans", "required_evidence": [], "review_days": null, "credit_application": "Credited to next invoice automatically" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": true, "fastest_response": "30 min (Sev1, Premium)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://www.langchain.com/support-plans", "note": "All tiers email/in-app/chat/portal; Premium adds Slack/Teams + phone (Sev1 escalations only) and is 24x7x365 for Sev1/2. Premium assigns an AI Engineer; onboarding/workshops/reviews. All tiers email/in-app/chat/portal; Premium adds Slack/Teams + phone (Sev1 escalations only) and is 24x7x365 for Sev1/2. Premium assigns an AI Engineer; onboarding/workshops/reviews." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "langsmith", "name": "LangSmith", "category": "ai", "description": "LLM observability & evaluation", "sla_url": "https://www.langchain.com", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "langgraph", "name": "LangGraph Platform", "category": "ai", "description": "Agent deployment runtime", "sla_url": "https://www.langchain.com", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oss", "name": "LangChain (OSS)", "category": "ai", "description": "Open-source framework", "sla_url": "https://www.langchain.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "LangChain is an AI & Machine Learning provider. See the SLA/terms at [https://www.langchain.com/support-plans](https://www.langchain.com/support-plans)." }, { "slug": "lastpass", "name": "LastPass", "vendor": "LastPass", "website": "https://www.lastpass.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.lastpass.com/legal-center/terms-of-service/business", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.lastpass.com/legal-center/terms-of-service/business", "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": [ "Basic", "Personal", "Business" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": true, "pricing": "included", "source_url": "https://support.lastpass.com/help/what-levels-of-customer-support-does-lastpass-offer", "note": "Tiers tied to product plan; Business adds phone/chat; no published response SLAs. Portal/email + phone (business hours, M–F 9–5 ET); no 24x7." }, "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": "admin", "name": "Admin Console", "category": "management", "description": "Central administration", "sla_url": "https://www.lastpass.com/legal-center/terms-of-service/business", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mfa", "name": "LastPass MFA", "category": "authentication", "description": "Multi-factor authentication", "sla_url": "https://www.lastpass.com/legal-center/terms-of-service/business", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sso", "name": "LastPass SSO", "category": "authentication", "description": "Single sign-on", "sla_url": "https://www.lastpass.com/legal-center/terms-of-service/business", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vault", "name": "LastPass Vault", "category": "password-management", "description": "Password vault storage", "sla_url": "https://www.lastpass.com/legal-center/terms-of-service/business", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "LastPass is a Security & Identity provider. LastPass does not publish a public uptime SLA with service credits; see the [LastPass Business Terms of Service](https://www.lastpass.com/legal-center/terms-of-service/business) (Last Updated January 2024), which disclaims any uptime/availability warranty.\n\n\n" }, { "slug": "lattice", "name": "Lattice", "vendor": "Lattice, Inc.", "website": "https://lattice.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://lattice.com/trust/service-level-agreement", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "SLA page exists but content not publicly accessible", "Enterprise SLA terms not publicly disclosed" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "lattice-people-management", "name": "Lattice People Management Platform", "category": "hr-and-people-operations", "description": "Performance management, engagement surveys, OKRs, and compensation management", "sla_url": "https://lattice.com/trust/service-level-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Lattice (Lattice, Inc., Delaware) is a people management platform for performance reviews, engagement, OKRs, and compensation. An SLA page exists at lattice.com/trust/service-level-agreement but its content was not accessible for verbatim review. Contact Lattice enterprise sales for SLA commitment details." }, { "slug": "launchdarkly", "name": "LaunchDarkly", "vendor": "LaunchDarkly", "website": "https://www.launchdarkly.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://launchdarkly.com/policies/service-level-agreement/", "last_verified": "2026-06-23", "sla_status": "termination", "sla_status_label": "Termination-only", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": 0, "max_credit": { "kind": "termination", "label": "No service credit", "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "termination_with_refund", "max_credit_percent": 0, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 5, "deadline_basis": "incident_date", "business_days": false, "method": "Email or support request portal", "url": "mailto:support@launchdarkly.com", "required_evidence": [ "SLA credit request in subject line", "Incident description", "Dates and times of unavailability", "Status Page reference or monitoring logs and supporting evidence" ], "review_days": null, "credit_application": "Applied to next invoice" }, "exclusions": [ "Planned or emergency maintenance", "Factors beyond LaunchDarkly's reasonable control (force majeure)", "Customer's computing devices or local area networks", "Acts or omissions of Customer", "Use outside the scope of the agreement", "Third-party hardware or software issues" ], "support": { "tiers": [ "Starter", "Pro", "Enterprise", "Premium Support" ], "has_24x7": true, "fastest_response": "30 min (Sev-1, Gold/Platinum)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://support.launchdarkly.com/hc/en-us/articles/4408252686875", "note": "Premium Support adds 24/7, a 30-min Sev1 target, and a TAM. Pro Services are sold separately. Designated contact is a CSM (not a TAM). Inbound phone is Platinum-only." }, "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": [ { "name": "Premium Support", "requirement": "Premium Support subscription", "uptime": 99.99, "max_credit_percent": 50, "sla_url": "https://launchdarkly.com/policies/service-level-agreement/" } ], "services": [ { "id": "api", "name": "LaunchDarkly API", "category": "apis", "description": "Management API", "sla_url": "https://launchdarkly.com/policies/service-level-agreement/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "data-export", "name": "LaunchDarkly Data Export", "category": "analytics", "description": "Flag analytics export", "sla_url": "https://launchdarkly.com/policies/service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "experimentation", "name": "LaunchDarkly Experimentation", "category": "analytics", "description": "A/B testing and experiments", "sla_url": "https://launchdarkly.com/policies/service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "flags", "name": "LaunchDarkly Feature Flags", "category": "devops", "description": "Feature flag delivery", "sla_url": "https://launchdarkly.com/policies/service-level-agreement/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "LaunchDarkly is a DevOps & Development provider. See the official SLA at [https://launchdarkly.com/policies/service-level-agreement/](https://launchdarkly.com/policies/service-level-agreement/).\n\n" }, { "slug": "lever", "name": "Lever", "vendor": "Lever", "website": "https://www.lever.co", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.lever.co/agreements/sla", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "capped", "label": "10×", "value": 10, "unit": "multiplier" }, "has_automatic_credits": true, "min_plan_for_sla": "all", "needs_review": false, "default_credit_policy": { "calculation": "multiplier", "remedy": "automatic", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": true, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": "Automatically applied to the customer account; no claim required" }, "exclusions": [ "Scheduled Downtime for maintenance", "Slowness or other performance issues with individual features", "Issues caused by external apps or third parties", "Pilot, alpha, or beta products", "External network or equipment problems outside of Lever's reasonable control" ], "support": { "tiers": [ "Lever Care", "Lever Preferred", "Lever Premium" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "flat", "source_url": "https://www.lever.co/agreements/sla", "note": "Preferred/Premium add a CSM and elevated service levels for an additional fee. Help Center portal + email (no vendor-confirmed phone); Preferred/Premium add an assigned CSM and elevated service. Help Center portal + email (no vendor-confirmed phone); Preferred/Premium add an assigned CSM and elevated service." }, "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": "analytics", "name": "Lever Analytics", "category": "analytics", "description": "Recruiting analytics", "sla_url": "https://www.lever.co/agreements/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "api", "name": "Lever API", "category": "api", "description": "Integration API", "sla_url": "https://www.lever.co/agreements/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "nurture", "name": "Lever Nurture", "category": "crm", "description": "Candidate relationship management", "sla_url": "https://www.lever.co/agreements/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "hire", "name": "LeverTRM for Hire", "category": "ats", "description": "Talent acquisition platform", "sla_url": "https://www.lever.co/agreements/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Lever is a HR & People Operations provider. See the official SLA at [https://www.lever.co/agreements/sla/](https://www.lever.co/agreements/sla/).\n\n" }, { "slug": "linear", "name": "Linear", "vendor": "Linear", "website": "https://linear.app", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://linear.app/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://linear.app/contact", "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", "Enterprise" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": false, "success_program": true, "training": false, "pricing": "custom", "source_url": "https://linear.app/enterprise", "note": "Enterprise adds a dedicated CSM and custom SLAs; no public tiered support catalog. Email + in-app/Slack only; no phone and no published response-time 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": "cycles", "name": "Linear Cycles", "category": "sprint-planning", "description": "Sprint and cycle management", "sla_url": "https://linear.app/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "issues", "name": "Linear Issues", "category": "issue-tracking", "description": "Issue tracking and management", "sla_url": "https://linear.app/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "projects", "name": "Linear Projects", "category": "project-management", "description": "Project planning", "sla_url": "https://linear.app/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "roadmaps", "name": "Linear Roadmaps", "category": "roadmapping", "description": "Product roadmapping", "sla_url": "https://linear.app/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Linear is a DevOps & Development provider operated by Linear Orbit, Inc. See the official Terms of Service at [https://linear.app/terms](https://linear.app/terms).\n\n\n" }, { "slug": "logrocket", "name": "LogRocket", "vendor": "LogRocket, Inc.", "website": "https://logrocket.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://logrocket.com/terms-and-conditions", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No publicly accessible SLA document exists", "All logrocket.com pages return HTTP 403; trust.logrocket.com DNS failure", "Uptime SLA is Enterprise-only and negotiated as a private agreement", "General 12-month fee liability cap in T&C is not an SLA credit structure", "Acquired by Perforce Software in 2024 — terms may have changed" ], "support": null, "support_tiers": [ { "name": "Starter", "slug": "starter", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Professional", "slug": "professional", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "logrocket-session-replay", "name": "LogRocket Session Replay & Analytics", "category": "developer-tools", "description": "Session replay, product analytics, and error tracking platform for frontend debugging and user experience monitoring", "sla_url": "https://logrocket.com/terms-and-conditions", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "LogRocket (LogRocket, Inc., Delaware; Boston, MA; acquired by Perforce Software 2024) is a session replay, product analytics, and error tracking platform. No publicly accessible SLA exists — all pages return HTTP 403 and trust.logrocket.com does not resolve. An \"Uptime SLA\" is listed as an Enterprise-tier feature on the pricing page, but specific uptime percentages, credit structures, and claim processes are not publicly disclosed and are negotiated as private Enterprise contract terms." }, { "slug": "looker", "name": "Looker", "vendor": "Looker", "website": "https://www.looker.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://cloud.google.com/terms/looker-core/sla", "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": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "credit_eligibility", "business_days": false, "method": "Looker (Google Cloud core) support contact form", "url": "https://cloud.google.com/support", "required_evidence": [ "Log files showing Downtime and the date and time they occurred" ], "review_days": null, "credit_application": "Monetary credit applied to future use of the Covered Service" }, "exclusions": [ "Features or services designated pre-general availability", "Features or services excluded from the SLA in the Documentation", "Resources or Services for development, staging or other non-production usage", "Use of the Covered Services that does not conform with the Documentation", "Errors caused by factors outside of Google's reasonable control", "Errors resulting from Customer or third-party software or hardware", "Errors resulting from abuses or behaviors that violate the Agreement", "Errors resulting from quotas applied by the system or listed in the Documentation" ], "support": { "tiers": [ "Basic", "Standard", "Enhanced", "Premium" ], "has_24x7": true, "fastest_response": "15 min (P1, Premium)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://cloud.google.com/terms/tssg/looker", "note": "Looker support is delivered via Google Cloud Customer Care; response times are targets per TSSG. Via Google Cloud Customer Care; 24/7 phone + 15-min P1 at Premium (Enhanced 1-hr P1). TAM at Premium only. Google Cloud Consulting / Looker PS." }, "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": [ { "name": "Advanced / Elite edition", "requirement": "Looker Advanced or Elite (Enterprise/Embed) edition", "uptime": 99.9, "max_credit_percent": 25, "sla_url": "https://cloud.google.com/terms/looker/legal/customers/sla" } ], "services": [ { "id": "standard", "name": "Looker (Google Cloud core) Standard Edition", "category": "bi", "description": "Looker (Google Cloud core) Standard Edition", "sla_url": "https://cloud.google.com/terms/looker-core/sla", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "enterprise", "name": "Looker (Google Cloud core) Enterprise Edition", "category": "bi", "description": "Looker (Google Cloud core) Enterprise Edition", "sla_url": "https://cloud.google.com/terms/looker-core/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "embed", "name": "Looker (Google Cloud core) Embed Product", "category": "bi", "description": "Looker (Google Cloud core) Embed Product", "sla_url": "https://cloud.google.com/terms/looker-core/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Looker is a Business Intelligence provider. See the official SLA at [https://cloud.google.com/terms/looker-core/sla](https://cloud.google.com/terms/looker-core/sla).\n\nLooker (Google Cloud core) SLOs vary by edition: Standard Edition 99.5%, Enterprise Edition and Embed Product 99.9%. Credits are tiered (10% for the band above 99.0%, 25% for uptime below 99.0%) and capped at 25% of the monthly bill. Credits are not automatic, the customer must notify Looker support within 30 days of becoming eligible and provide log files showing the Downtime.\n\n" }, { "slug": "loom", "name": "Loom", "vendor": "Atlassian Network Services, Inc.", "website": "https://www.loom.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.atlassian.com/legal/sla", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": "month_end", "business_days": false, "method": "Support ticket", "url": "https://support.loom.com", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Standard plan customers (no SLA)", "Scheduled maintenance", "Force majeure events", "Customer-caused issues" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Free/Subscription", "sla_eligible": false, "response_time": null }, { "name": "Business + AI", "slug": "business-ai", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "loom-video-messaging", "name": "Loom Video Messaging", "category": "communication-and-collaboration", "description": "Async video messaging and screen recording for team communication", "sla_url": "https://www.atlassian.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Loom (acquired by Atlassian in 2023; operated under Atlassian Network Services, Inc.) is an async video messaging and screen recording platform. Since April 1, 2025, Business+AI plan subscribers have a 99.9% monthly uptime SLA and Enterprise subscribers get 99.95%. Standard plan has no uptime SLA. Claims must be submitted by the 15th of the month following the incident. Credit tier percentages are in Atlassian SLA Appendix B — consult the Atlassian Customer Agreement for the full schedule." }, { "slug": "luma-ai", "name": "Luma AI", "vendor": "Luma AI, Inc.", "website": "https://lumalabs.ai", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://lumalabs.ai/legal/terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://lumalabs.ai/contact", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://lumalabs.ai/enterprise", "note": "Freshdesk portal + contact form (general \"within 24 hours\", not a severity SLA); no public chat/phone/Slack. Enterprise adds embedded Forward Deployed Creatives, custom fine-tuning, training. Freshdesk portal + contact form (general \"within 24 hours\", not a severity SLA); no public chat/phone/Slack. Enterprise adds embedded Forward Deployed Creatives, custom fine-tuning, training." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "dream-machine", "name": "Dream Machine", "category": "ai", "description": "Text/image-to-video generation", "sla_url": "https://lumalabs.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "photon", "name": "Photon", "category": "ai", "description": "Image generation model", "sla_url": "https://lumalabs.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "Dream Machine API", "category": "ai", "description": "Provisioned API access", "sla_url": "https://lumalabs.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Luma AI is an AI & Machine Learning provider. See the SLA/terms at [https://lumalabs.ai/legal/tos](https://lumalabs.ai/legal/tos)." }, { "slug": "mailchimp", "name": "Mailchimp", "vendor": "Mailchimp", "website": "https://www.mailchimp.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://mailchimp.com/legal/terms/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://mailchimp.com/contact/", "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": [ "Free", "Essentials", "Standard", "Premium" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://mailchimp.com/legal/terms/", "note": "Premium plan gets phone support and dedicated onboarding; no published response SLAs. 24/7 chat/email at Essentials+; phone is Premium-only and English-only. Premium \"team\" is pooled, not named. Assisted onboarding on Standard/Premium. 24/7 chat/email at Essentials+; phone is Premium-only and English-only. Premium \"team\" is pooled, not named. Assisted onboarding on Standard/Premium." }, "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": "audiences", "name": "Mailchimp Audiences", "category": "crm", "description": "Contact management", "sla_url": "https://mailchimp.com/legal/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "automations", "name": "Mailchimp Automations", "category": "marketing-automation", "description": "Automated email journeys", "sla_url": "https://mailchimp.com/legal/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "campaigns", "name": "Mailchimp Email Campaigns", "category": "email-marketing", "description": "Email campaign management", "sla_url": "https://mailchimp.com/legal/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "transactional", "name": "Mailchimp Transactional", "category": "transactional-email", "description": "Transactional email (Mandrill)", "sla_url": "https://mailchimp.com/legal/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "websites", "name": "Mailchimp Websites", "category": "website-builder", "description": "Website builder", "sla_url": "https://mailchimp.com/legal/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Mailchimp is a Communication & Collaboration provider. See the official SLA at [https://mailchimp.com/legal/terms/](https://mailchimp.com/legal/terms/).\n\n" }, { "slug": "mailgun", "name": "Mailgun", "vendor": "Mailgun", "website": "https://www.mailgun.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.mailgun.com/legal/sla/", "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": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": null, "needs_review": false, "default_credit_policy": { "calculation": "per_incident", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_downtime", "business_days": false, "method": "Support ticket in Control Panel", "url": null, "required_evidence": [ "Customer must show that its use of the Services was adversely affected" ], "review_days": null, "credit_application": "Credit applied to account" }, "exclusions": [ "Maintenance", "Denial of service attacks", "Virus activity", "Hacking attempts", "Any other circumstances not within Mailgun's control", "Breaches of Terms of Service or Acceptable Use Policy" ], "support": { "tiers": [ "Free", "Basic", "Foundation", "Scale", "Enterprise" ], "has_24x7": true, "fastest_response": "15 min (Sev1, Enterprise SLA)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": "included", "source_url": "https://www.mailgun.com/pricing/", "note": "Scale adds phone/chat; Enterprise adds a TAM and managed deliverability consulting. 24/7/365 phone/chat/ticket; email is excluded from the response-time SLA. Dedicated TAM at Enterprise/Optimize. 24/7/365 phone/chat/ticket; email is excluded from the response-time SLA. Dedicated TAM at Enterprise/Optimize." }, "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": "api", "name": "Mailgun API", "category": "email", "description": "API service listed on the status page", "sla_url": "https://www.mailgun.com/legal/sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "smtp", "name": "Mailgun SMTP", "category": "email", "description": "SMTP service listed on the status page", "sla_url": "https://www.mailgun.com/legal/sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "outbound", "name": "Mailgun Outbound Delivery", "category": "email", "description": "Outbound Delivery service listed on the status page", "sla_url": "https://www.mailgun.com/legal/sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Mailgun is a Communication & Collaboration provider. See the official SLA at [https://www.mailgun.com/legal/sla/](https://www.mailgun.com/legal/sla/).\n\n" }, { "slug": "marketo", "name": "Marketo", "vendor": "Marketo", "website": "https://www.marketo.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "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": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 5 }, { "below": 99.5, "credit": 10 }, { "below": 95, "credit": 15 }, { "below": 90, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "downtime_date", "business_days": false, "method": "Customer's CSM or Adobe Customer Care", "url": "https://status.adobe.com/", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 30, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance with at least three business days advance notice", "Acts or omissions of Customer, its agents, employees, or contractors", "Customer's failure to adhere to Adobe's documented recommendations", "Spikes in demand for system resources not agreed in writing", "Third-party services or integrations not provided or controlled by Adobe", "Force majeure events and government orders" ], "support": { "tiers": [ "Silver", "Gold", "Platinum" ], "has_24x7": true, "fastest_response": "15 min (P1, top Adobe tier)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://helpx.adobe.com/legal/product-descriptions/adobe-marketo-engage---product-description.html", "note": "Uses Adobe Enterprise Support tiers; Platinum adds a named TAM. Response times are targets. Adobe support plans; top tier = 24x7 P1 (15 min) + named TAM/Support Engineer; lower tiers business hours, no TAM. Adobe support plans; top tier = 24x7 P1 (15 min) + named TAM/Support Engineer; lower tiers business hours, no TAM." }, "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": "dynamic-chat", "name": "Dynamic Chat", "category": "chat", "description": "Conversational marketing", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "engage", "name": "Marketo Engage", "category": "marketing-automation", "description": "B2B marketing automation", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "measure", "name": "Marketo Measure", "category": "attribution", "description": "Marketing attribution", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sales-connect", "name": "Sales Connect", "category": "sales-engagement", "description": "Sales engagement platform", "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Marketo is a Marketing & Analytics provider. Marketo Engage is a Covered Service under the Adobe Unified Service Level Agreement (Adobe On-demand Services and Managed Services). See the official SLA at [Adobe Unified SLA (effective 12 October 2025)](https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf).\n\n\n" }, { "slug": "meta-llama", "name": "Meta Llama API", "vendor": "Meta Platforms, Inc.", "website": "https://llama.developer.meta.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://llama.developer.meta.com/legal/terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://llama.developer.meta.com", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://llama.developer.meta.com/", "note": "Llama API is a waitlisted preview; support is community/self-serve (Developer Help Center, GitHub issues, policy/security email). Production support via cloud partners (Bedrock, Vertex). Llama API is a waitlisted preview; support is community/self-serve (Developer Help Center, GitHub issues, policy/security email). Production support via cloud partners (Bedrock, Vertex)." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "chat", "name": "Llama API", "category": "ai", "description": "Chat completions (Llama 4 family)", "sla_url": "https://llama.developer.meta.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vision", "name": "Image understanding", "category": "ai", "description": "Multimodal image input", "sla_url": "https://llama.developer.meta.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "tools", "name": "Tool calling", "category": "ai", "description": "Function calling / tool use", "sla_url": "https://llama.developer.meta.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ft", "name": "Fine-tuning", "category": "ai", "description": "Model fine-tuning (as-is)", "sla_url": "https://llama.developer.meta.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Meta Llama API is an AI & Machine Learning provider. See the SLA/terms at [https://llama.developer.meta.com/legal/terms-of-service](https://llama.developer.meta.com/legal/terms-of-service)." }, { "slug": "metabase", "name": "Metabase", "vendor": "Metabase, Inc.", "website": "https://www.metabase.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://www.metabase.com/license/hosting/05072024", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "none", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact support", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Services provided on an as-is basis with no uptime warranty or credit remedy" ], "support": null, "support_tiers": [ { "name": "Starter", "slug": "starter", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Pro", "slug": "pro", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "1 business day" } ], "sla_tiers": [], "services": [ { "id": "metabase-cloud", "name": "Metabase Cloud", "category": "analytics-and-bi", "description": "Open-source-based BI and data visualization platform (hosted cloud service)", "sla_url": "https://www.metabase.com/license/hosting/05072024", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Metabase is a business intelligence tool available as open-source software and a managed cloud service. The Hosting Terms of Service (May 2024) contain explicit \"as is\" / no warranty disclaimers with no numeric uptime commitment or credit structure. Enterprise plans include a 1-day support response SLA — not an infrastructure uptime guarantee." }, { "slug": "microsoft-365", "name": "Microsoft 365", "vendor": "Microsoft 365", "website": "https://www.microsoft.com/microsoft-365", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "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": 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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 25 }, { "below": 99, "credit": 50 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": "end_of_month_following_incident", "business_days": false, "method": "Microsoft customer support", "url": "https://admin.microsoft.com", "required_evidence": [ "Detailed description of the Incident", "Time and duration of downtime", "Affected resource names", "Number and location(s) of affected users", "Description of errors that occurred during the incident" ], "review_days": 45, "credit_application": "Applied to Applicable Service Fees" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Unified Core", "Unified Advanced", "Unified Performance" ], "has_24x7": true, "fastest_response": "1 hour (Sev A, 24x7)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.microsoft.com/en-us/microsoft-unified/plan-details", "note": "Covered under Microsoft Unified; CSAM and proactive services scale by tier. Targets, not credit-backed. Via Microsoft Unified (Services Hub portal + phone); CSAM assigned. Sev A initial response ~1 hour (Performance edition ~30 min) — the 15-min figure is Azure-only." }, "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": "m365-entra-premium", "name": "Entra ID (Azure AD) Premium", "category": "identity", "description": "User login and token emission", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "m365-exchange", "name": "Exchange Online", "category": "productivity", "description": "Email send/receive and Outlook Web App", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "m365-copilot", "name": "Microsoft 365 Copilot", "category": "ai-platform", "description": "AI features subject to Service Capacity", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "m365-copilot-studio", "name": "Microsoft Copilot Studio", "category": "ai-platform", "description": "Message requests - capped credits", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "m365-teams-core", "name": "Microsoft Teams (Core)", "category": "collaboration", "description": "Presence, chat, and meeting initiation", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "m365-onedrive", "name": "OneDrive for Business", "category": "storage", "description": "File view or edit capability", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "m365-sharepoint", "name": "SharePoint Online", "category": "productivity", "description": "Document read/write to site collections", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "m365-teams-calling", "name": "Teams Calling Plans", "category": "communications", "description": "PSTN calls - higher reliability target", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "m365-teams-voice-quality", "name": "Teams Voice Quality", "category": "communications", "description": "Poor Quality Call percentage metrics", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "m365-windows365", "name": "Windows 365 (Cloud PC)", "category": "daas", "description": "Cloud PC connectivity", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Microsoft 365 is a Enterprise Software provider. See the official SLA at [https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services](https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services).\n\n" }, { "slug": "microsoft-dynamics-365", "name": "Microsoft Dynamics 365", "vendor": "Microsoft Dynamics 365", "website": "https://dynamics.microsoft.com", "category": "enterprise-and-operations", "category_name": "Enterprise & Operations", "tags": [], "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "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": 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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 25 }, { "below": 99, "credit": 50 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": "end_of_month_following_incident", "business_days": false, "method": "Microsoft customer support", "url": null, "required_evidence": [ "Detailed description of the Incident", "Time and duration of downtime", "Affected resource names", "Number and location(s) of affected users", "Description of errors that occurred during the Incident" ], "review_days": 45, "credit_application": "Applied to Applicable Service Fees following claim approval" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Unified Core", "Unified Advanced", "Unified Performance" ], "has_24x7": true, "fastest_response": "1 hour (Severity A, ProDirect/Unified, 24x7)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.microsoft.com/en-us/microsoft-unified/plan-details", "note": "D365 served via Microsoft Unified; Sev1 1-hour response target, 24/7. CSAM on Unified; Sev A initial response under 1 hour (a target, not a credit-backed 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": "dynamics-commerce", "name": "Dynamics 365 Commerce", "category": "e-commerce", "description": "Unified commerce", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dynamics-customer-service", "name": "Dynamics 365 Customer Service", "category": "customer-service", "description": "Customer service platform", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dynamics-finance", "name": "Dynamics 365 Finance", "category": "erp", "description": "Financial management", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dynamics-marketing", "name": "Dynamics 365 Marketing", "category": "marketing", "description": "Marketing automation", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dynamics-sales", "name": "Dynamics 365 Sales", "category": "crm", "description": "Sales automation", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dynamics-supply-chain", "name": "Dynamics 365 Supply Chain", "category": "erp", "description": "Supply chain management", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Microsoft Dynamics 365 is a Enterprise Software provider. See the official SLA at [https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services](https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services).\n\n" }, { "slug": "microsoft", "name": "Microsoft", "vendor": "Microsoft", "website": "https://www.microsoft.com", "category": "enterprise-and-operations", "category_name": "Enterprise & Operations", "tags": [], "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "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": 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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 25 }, { "below": 99, "credit": 50 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 60, "deadline_basis": "incident_date", "business_days": false, "method": "Microsoft Support", "url": "https://support.microsoft.com/en-us/", "required_evidence": [ "Detailed description of the Incident", "Time and duration of downtime", "Affected resource names", "Number and location(s) of affected users", "Description of errors that occurred during the incident" ], "review_days": 45, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Online Services or service tiers provided free of charge", "Previews" ], "support": { "tiers": [ "Unified Core", "Unified Advanced", "Unified Performance" ], "has_24x7": true, "fastest_response": "1 hour (Severity A, 24x7)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.microsoft.com/en-us/microsoft-unified/plan-details", "note": "Azure Sev1 15-min response under Unified; CSAM and proactive hours scale by tier. Targets, not credit-backed. Microsoft Unified Support; CSAM included. Sev A initial response is ~1 hour on Microsoft’s own table — the 15-min figure is third-party blog speculation, not published by Microsoft." }, "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": "powerbi-embedded", "name": "Power BI Embedded", "category": "analytics", "description": "Embedded analytics for applications", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "powerbi-report-server", "name": "Power BI Report Server", "category": "analytics", "description": "On-premises report server (no cloud SLA)", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "powerbi-service", "name": "Power BI Service", "category": "analytics", "description": "Cloud-based BI service", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Microsoft is a Other SaaS provider. See the official SLA at [https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services](https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services).\n\n" }, { "slug": "midjourney", "name": "Midjourney", "vendor": "Midjourney, Inc.", "website": "https://midjourney.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://docs.midjourney.com/hc/en-us/articles/32083055291277-Terms-of-Service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://docs.midjourney.com", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://docs.midjourney.com/hc/en-us/articles/32638309968141-Contacting-Support", "note": "Discord support channels + email (billing only); no chat/portal/phone, same across plans. Async/community model. (Third-party \"phone\" listings are not Midjourney-owned.) Discord support channels + email (billing only); no chat/portal/phone, same across plans. Async/community model. (Third-party \"phone\" listings are not Midjourney-owned.)" }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "image", "name": "Image Generation", "category": "ai", "description": "Text-to-image (v7/v8) via web + Discord", "sla_url": "https://midjourney.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "enterprise-api", "name": "Enterprise API", "category": "ai", "description": "Restricted-access image API", "sla_url": "https://midjourney.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "video", "name": "Video Generation", "category": "ai", "description": "Video generation feature", "sla_url": "https://midjourney.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Midjourney is an AI & Machine Learning provider. See the SLA/terms at [https://docs.midjourney.com/hc/en-us/articles/32083055291277-Terms-of-Service](https://docs.midjourney.com/hc/en-us/articles/32083055291277-Terms-of-Service)." }, { "slug": "mimecast", "name": "Mimecast", "vendor": "Mimecast North America, Inc.", "website": "https://www.mimecast.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.mimecast.com/company/mimecast-support-services/", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "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": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 14, "deadline_basis": "month_end", "business_days": false, "method": "Support case", "url": "https://www.mimecast.com/support/", "required_evidence": [ "Details and dates of the relevant anomalies", "Support case opened with Mimecast" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Third-party service failures outside Mimecast control" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enhanced", "slug": "enhanced", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Premier", "slug": "premier", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "mimecast-aware", "name": "Mimecast Aware Management Services", "category": "security-and-identity", "description": "Email security, threat intelligence, and compliance management", "sla_url": "https://www.mimecast.com/company/mimecast-support-services/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null }, { "id": "mimecast-email-security", "name": "Mimecast Email Security", "category": "security-and-identity", "description": "Secure email gateway, anti-spam, anti-malware, and advanced threat protection", "sla_url": "https://www.mimecast.com/company/mimecast-support-services/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Mimecast (Mimecast North America, Inc.; UK: Mimecast Services Limited) provides email security, threat intelligence, and compliance services. The SLA commits to 99.9% monthly availability for Aware Management Services with credits up to 100% of monthly fees. Claims must be submitted via support case within 14 days of month end. Credit tier percentages are in the service levels PDF — contact Mimecast for the full schedule." }, { "slug": "miro", "name": "Miro", "vendor": "Miro", "website": "https://www.miro.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": 30, "max_credit": { "kind": "capped", "label": "30%", "value": 30, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.5, "credit": 5 }, { "below": 99, "credit": 10 }, { "below": 98.5, "credit": 15 }, { "below": 98, "credit": 20 }, { "below": 97.5, "credit": 30 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "month_end", "business_days": false, "method": "Request to Miro under the Master Cloud Agreement", "url": null, "required_evidence": [], "review_days": null, "credit_application": "Applied to next invoice (account must be fully paid up)" }, "exclusions": [ "General internet problems or outages caused by power supply carriers", "Malfunction of equipment, systems software, network connections or other infrastructure not owned or operated by Miro", "Force majeure events or other factors outside the reasonable control of Miro", "Scheduled service or maintenance or reasonable emergency maintenance" ], "support": { "tiers": [ "Standard", "Advanced", "Signature" ], "has_24x7": true, "fastest_response": "2 hours (Urgent, Premium add-on)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://miro.com/enterprise/customer-success/", "note": "Three success packages; Premium Support add-on advertises SLAs but response times are not publicly published. Ticketing portal only (no phone). Fixed response times require the paid Premium Support add-on; only Urgent severity is 24x7." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "ai", "name": "Miro AI", "category": "ai", "description": "AI-powered features", "sla_url": "https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "boards", "name": "Miro Boards", "category": "collaboration", "description": "Infinite canvas boards", "sla_url": "https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "integrations", "name": "Miro Integrations", "category": "integrations", "description": "Third-party integrations", "sla_url": "https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "templates", "name": "Miro Templates", "category": "templates", "description": "Pre-built templates", "sla_url": "https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Miro is a Communication & Collaboration provider. See the official SLA at [https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf](https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf).\n\n" }, { "slug": "mistral", "name": "Mistral AI", "vendor": "Mistral AI", "website": "https://mistral.ai", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://mistral.ai/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://help.mistral.ai", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://help.mistral.ai/en/articles/347458-how-do-i-contact-support", "note": "In-app help widget + email + Discord community; Enterprise is priority-routed with custom SLAs (no phone, times sales-gated). Private/on-prem/air-gapped + dedicated technical support. In-app help widget + email + Discord community; Enterprise is priority-routed with custom SLAs (no phone, times sales-gated). Private/on-prem/air-gapped + dedicated technical support." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "la-plateforme", "name": "La Plateforme API", "category": "ai", "description": "Mistral model API (chat, embeddings, FIM)", "sla_url": "https://mistral.ai/pricing/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "enterprise-api", "name": "Enterprise API", "category": "ai", "description": "Dedicated/regional deployment with negotiated SLA", "sla_url": "https://mistral.ai/products/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Mistral AI is an AI & Machine Learning provider. See the terms at [https://mistral.ai/terms](https://mistral.ai/terms)." }, { "slug": "mixpanel", "name": "Mixpanel", "vendor": "Mixpanel", "website": "https://www.mixpanel.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://mixpanel.com/legal/terms-of-use/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://mixpanel.com/get-support/", "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", "Enterprise" ], "has_24x7": true, "fastest_response": "1 hour (critical, Premium Plus)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://mixpanel.com/legal/terms-of-use/", "note": "Tiered support with response targets; CSM and services on higher plans. No phone. 24x7 only on the Premium Plus add-on (Premium Support / Enterprise are 24x5). Shared Slack at top tiers; Enterprise adds an Onboarding Specialist + CSM." }, "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": "data-pipelines", "name": "Data Pipelines", "category": "data-integration", "description": "Data export and warehousing", "sla_url": "https://mixpanel.com/legal/terms-of-use/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "analytics", "name": "Mixpanel Analytics", "category": "analytics", "description": "Product analytics and insights", "sla_url": "https://mixpanel.com/legal/terms-of-use/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "reports", "name": "Mixpanel Reports", "category": "analytics", "description": "Custom reports and dashboards", "sla_url": "https://mixpanel.com/legal/terms-of-use/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Mixpanel is a Monitoring & Observability provider. As of 2026-06-19 Mixpanel publishes no public Service Level Agreement; the prior SLA URL (https://mixpanel.com/legal/sla/) returns a 404 and the legal index lists no SLA document. See the official legal terms at [https://mixpanel.com/legal/terms-of-use/](https://mixpanel.com/legal/terms-of-use/), which disclaim any availability commitment.\n\n" }, { "slug": "mode", "name": "Mode Analytics", "vendor": "ThoughtSpot, Inc.", "website": "https://mode.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://www.thoughtspot.com/legal/mode-subscription-addendum", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "none", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Email", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No uptime SLA applicable to Mode users — the SLA section (Section 3.3) is explicitly excluded by the Mode Subscription Addendum" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "mode-analytics", "name": "Mode Analytics / ThoughtSpot Analyst Studio", "category": "analytics-and-bi", "description": "Collaborative SQL notebook and data analysis platform (acquired by ThoughtSpot July 2023)", "sla_url": "https://www.thoughtspot.com/legal/mode-subscription-addendum", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Mode Analytics was acquired by ThoughtSpot in July 2023 and is now ThoughtSpot Analyst Studio. The Mode Subscription Addendum explicitly excludes the SLA section of the ThoughtSpot agreement. Mode users have no contractual uptime guarantee or credit remedy; support is provided by email and chat on business hours only. ThoughtSpot Cloud customers on Pro/Enterprise plans have a separate 99% uptime SLA — see the ThoughtSpot entry." }, { "slug": "mollie", "name": "Mollie", "vendor": "Mollie B.V.", "website": "https://www.mollie.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.mollie.com/legal/user-agreement", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "Europe", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Availability not guaranteed in standard agreement", "No uptime SLA in User Agreement" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "mollie-payment-gateway", "name": "Mollie Payment Gateway", "category": "finance-and-payments", "description": "Online payment processing for European businesses with multi-method support", "sla_url": "https://www.mollie.com/legal/user-agreement", "uptime": null, "uptime_scope": "Europe", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Mollie (Mollie B.V., KvK 30204462, Netherlands) is a European payment processor. The standard User Agreement explicitly states Mollie \"cannot guarantee availability\" — no numeric uptime commitment or credit remedy applies. Enterprise customers should contact Mollie directly for any SLA terms." }, { "slug": "monday-com", "name": "Monday.com", "vendor": "Monday.com", "website": "https://monday.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/", "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": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 5 }, { "below": 98, "credit": 10 }, { "below": 95, "credit": 15 }, { "below": 90, "credit": 20 }, { "below": 85, "credit": 30 } ] }, "claim_process": { "deadline_days": 90, "deadline_basis": "incident_date", "business_days": false, "method": "Email", "url": "mailto:support@monday.com", "required_evidence": [ "Detailed Credit request" ], "review_days": null, "credit_application": "Applied against future payment obligations (non-refundable)" }, "exclusions": [ "Planned maintenance (with 3+ days notice)", "Acts beyond monday.com's reasonable control", "Customer or third-party issues", "Denial of service (DDoS) attacks", "Read-Only Mode under 45 minutes" ], "support": { "tiers": [ "Standard Support", "Premium Support" ], "has_24x7": true, "fastest_response": "30 minutes (Critical, Enterprise SLA)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://monday.com/w/enterprise-pro-services", "note": "Premium Support advertises fastest SLAs; no published response time or credit remedy. Email 24/7; phone is a discretionary callback, not guaranteed. Strong professional services (migration, custom dev, managed services)." }, "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": "monday-enterprise", "name": "Monday.com Work OS (Enterprise)", "category": "project-management", "description": "Enterprise plans only - 90-day claim window", "sla_url": "https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "monday-standard-pro", "name": "Monday.com Work OS (Standard/Pro)", "category": "project-management", "description": "No financial SLA for Standard/Pro tiers", "sla_url": "https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "monday-workdocs", "name": "Monday.com WorkDocs (Enterprise)", "category": "collaboration", "description": "Document collaboration - Enterprise only", "sla_url": "https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Monday.com is a Productivity & Collaboration provider. See the official SLA at [https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/](https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/). The financial SLA (99.9% uptime, tiered service credits) applies to Enterprise Plan customers only; lower tiers (Standard/Pro) have no financial SLA.\n\n" }, { "slug": "mongodb-atlas", "name": "MongoDB Atlas", "vendor": "MongoDB Atlas", "website": "https://www.mongodb.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.995, "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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.995, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_following_month", "business_days": false, "method": "Support Portal", "url": "https://support.mongodb.com", "required_evidence": [ "Detailed description of events resulting in Downtime, including request logs", "Time and duration of the Downtime", "Number and location(s) of affected users (if applicable)", "Description of attempts made to resolve the Downtime at the time" ], "review_days": 45, "credit_application": "Applied to next invoice" }, "exclusions": [ "Factors outside MongoDB's reasonable control (natural disaster, war, government action, network/device failure at your site)", "Third-party services/hardware/software (e.g. the underlying cloud platform)", "Use of your password or equipment to access the network", "Customer improper use/scaling/configuration or failure to follow security practices", "MongoDB Beta Offerings", "Partial minutes of unavailability and scheduled maintenance/upgrade downtime" ], "support": { "tiers": [ "Developer", "Basic", "Pro", "Enterprise" ], "has_24x7": true, "fastest_response": "15 min (Sev1, Platinum)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.mongodb.com/services/support", "note": "Response times are targets; TAM and architecture review at Enterprise. Case portal is 24/7 on all plans; phone is real but Pro/Enterprise-only; chat business hours. Named Technical Services Engineer at Enterprise/Platinum. Flex Consulting. Case portal is 24/7 on all plans; phone is real but Pro/Enterprise-only; chat business hours. Named Technical Services Engineer at Enterprise/Platinum. Flex Consulting." }, "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": "mongodb-realm", "name": "Atlas App Services", "category": "backend", "description": "Backend-as-a-Service", "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "charts", "name": "Atlas Charts", "category": "analytics", "description": "Data visualization", "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "datalake", "name": "Atlas Data Lake", "category": "analytics", "description": "Federated queries", "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "search", "name": "Atlas Search", "category": "search", "description": "Full-text search", "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "triggers", "name": "Atlas Triggers", "category": "serverless", "description": "Database triggers", "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "clusters", "name": "MongoDB Atlas Clusters", "category": "database", "description": "Managed MongoDB clusters", "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "MongoDB Atlas is a Database & Data Infrastructure provider. See the official SLA at [https://www.mongodb.com/legal/service-level-agreement](https://www.mongodb.com/legal/sla/cloud/atlas-database).\n\n" }, { "slug": "mulesoft", "name": "MuleSoft", "vendor": "MuleSoft", "website": "https://www.mulesoft.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 15, "max_credit": { "kind": "capped", "label": "15%", "value": 15, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 15, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 5 }, { "below": 99.5, "credit": 10 }, { "below": 98, "credit": 15 } ] }, "claim_process": { "deadline_days": 10, "deadline_basis": "end_of_month", "business_days": false, "method": "Notify Salesforce (SFDC) support", "url": "https://status.salesforce.com/products/Mulesoft", "required_evidence": [ "Notification of unavailability for the affected calendar month" ], "review_days": null, "credit_application": "Service credit for future subscriptions" }, "exclusions": [ "Force majeure events", "Causes contributed directly by Customer, its Affiliates or vendors", "Software or hardware not provided by SFDC", "Regularly scheduled maintenance", "CloudHub application not deployed to two or more CloudHub Workers", "CloudHub application not deployed in a production environment" ], "support": { "tiers": [ "Standard", "Premier", "Signature" ], "has_24x7": true, "fastest_response": "15 min (Sev-1, Signature Success)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.salesforce.com/services/success-plans/signature/", "note": "MuleSoft uses Salesforce Success Plans; response times are targets, not credit-backed. Signature designates both a CSM and a TAM; 24x7 phone for critical." }, "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": "exchange", "name": "Anypoint Exchange", "category": "api-marketplace", "description": "API and asset marketplace", "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "anypoint", "name": "Anypoint Platform", "category": "ipaas", "description": "Integration platform", "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api-manager", "name": "API Manager", "category": "api-management", "description": "API management", "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloudhub", "name": "CloudHub", "category": "runtime", "description": "Cloud integration runtime", "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "composer", "name": "MuleSoft Composer", "category": "no-code-integration", "description": "No-code integration", "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "MuleSoft is a Integration & Automation provider. See the official MuleSoft Cloud Offerings SLA at [https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf](https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf).\n\n" }, { "slug": "mux", "name": "Mux", "vendor": "Mux", "website": "https://www.mux.com", "category": "content-and-media", "category_name": "Content & Media", "tags": [], "sla_url": "https://www.mux.com/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.mux.com/contact", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": "custom", "source_url": "https://www.mux.com/contact", "note": "No public support tiers; enterprise support negotiated per agreement. Email + AI chat (+ shared Slack on Advanced packages); no phone. Human support 5 days/week, 8am-8pm ET. Advanced Customer Success Packages add a dedicated support/CSM team + live-event support." }, "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": "data", "name": "Mux Data", "category": "analytics", "description": "Video analytics", "sla_url": "https://www.mux.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "live", "name": "Mux Live", "category": "streaming", "description": "Live streaming", "sla_url": "https://www.mux.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "player", "name": "Mux Player", "category": "video", "description": "Video player SDK", "sla_url": "https://www.mux.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "video", "name": "Mux Video", "category": "video", "description": "Video encoding and delivery", "sla_url": "https://www.mux.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Mux is a Content & Media provider. See the official SLA at [https://www.mux.com/terms](https://www.mux.com/terms).\n\n" }, { "slug": "neon", "name": "Neon", "vendor": "Neon", "website": "https://www.neon.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://neon.com/sla", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 80, "max_credit": { "kind": "capped", "label": "80%", "value": 80, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "business", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 80, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 }, { "below": 99, "credit": 15 }, { "below": 98, "credit": 20 }, { "below": 96, "credit": 80 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": "end_of_following_month", "business_days": false, "method": "Support ticket", "url": "https://neon.com/sla", "required_evidence": [ "Affected Compute Endpoints", "Incident timestamps", "Impact description" ], "review_days": 45, "credit_application": "Applied as a service credit to monthly fees" }, "exclusions": [ "Factors outside Neon's reasonable control (natural disaster, war, acts of terrorism, riots, government action)", "Third-party services, hardware, or software (such as the cloud platform services on which Neon runs)", "Voluntary customer actions or inactions not in accordance with the Documentation (deleting databases, insufficient compute resources, exceeding storage limits)", "Underlying database engine software causing repeated crashes or an inoperable database instance", "Long recovery time due to insufficient IO capacity for the customer's workload", "Customer equipment, software, or other technology and/or third-party equipment", "Suspension or termination of the right to use Neon under the Agreement", "Maintenance as provided for pursuant to the Agreement", "Services being in Technical Preview" ], "support": { "tiers": [ "Free", "Launch", "Scale", "Business", "Production" ], "has_24x7": false, "fastest_response": "1 hour (Sev1, Production plan)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": "flat", "source_url": "https://neon.com/docs/introduction/support", "note": "Response times are targets/commercially reasonable; dedicated engineer is a paid add-on. Discord + AI chat (all), tickets (Launch+), Slack Connect + Dedicated Support Engineer add-on (no phone). No published 24x7 commitment; policy excludes consulting/training/custom dev. Discord + AI chat (all), tickets (Launch+), Slack Connect + Dedicated Support Engineer add-on (no phone). No published 24x7 commitment; policy excludes consulting/training/custom dev." }, "support_tiers": [ { "name": "Scale (Business support)", "slug": "business", "price": "Add-on", "sla_eligible": true, "response_time": "4 hours" }, { "name": "Scale (Production support)", "slug": "production", "price": "Add-on", "sla_eligible": true, "response_time": "1 hour" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "1 hour" } ], "sla_tiers": [], "services": [ { "id": "compute", "name": "Neon Compute Endpoints", "category": "database", "description": "Availability of Compute Endpoints (Serverless Postgres compute) - the only component covered by the SLA", "sla_url": "https://neon.com/sla", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "database", "name": "Neon Serverless Postgres", "category": "database", "description": "Serverless PostgreSQL", "sla_url": "https://neon.com/sla", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "Neon API", "category": "apis", "description": "Management API - not covered by the SLA (SLA applies only to Compute Endpoints)", "sla_url": "https://neon.com/sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "autoscaling", "name": "Neon Autoscaling", "category": "database", "description": "Auto-scaling compute - not separately covered by the SLA", "sla_url": "https://neon.com/sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "branching", "name": "Neon Branching", "category": "database", "description": "Instant database branching - not covered by the SLA", "sla_url": "https://neon.com/sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Neon is a Database & Data Infrastructure provider. See the official SLA at [https://neon.com/neon-business-sla](https://neon.com/neon-business-sla).\n\nThe SLA applies exclusively to customers on the Neon Business or Scale plan and covers only the availability of Compute Endpoints. To claim a service credit, log a support ticket within 24 hours of becoming aware of an impacting event and submit the full claim by the end of the month following the month in which the downtime occurred; Neon processes claims within 45 days of receipt.\n\n" }, { "slug": "netlify", "name": "Netlify", "vendor": "Netlify", "website": "https://www.netlify.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.netlify.com/pricing/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": true, "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": "incident_date", "business_days": false, "method": "Support Ticket", "url": "https://www.netlify.com/support/", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard", "Business Day Support", "Premium Support" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": "custom", "source_url": "https://www.netlify.com/support-scope/", "note": "Enterprise can purchase Business Day or Premium Support; response times not publicly published. Enterprise/Premium add 24/7/365 with contractual response times (Business Day Support is business hours); specific thresholds not public. Slack/phone at Enterprise." }, "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": "builds", "name": "Netlify Build", "category": "ci-cd", "description": "Build automation", "sla_url": "https://www.netlify.com/pricing/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "edge-functions", "name": "Netlify Edge Functions", "category": "serverless", "description": "Edge compute functions", "sla_url": "https://www.netlify.com/pricing/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "forms", "name": "Netlify Forms", "category": "backend", "description": "Form handling", "sla_url": "https://www.netlify.com/pricing/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "functions", "name": "Netlify Functions", "category": "serverless", "description": "Serverless functions (AWS Lambda)", "sla_url": "https://www.netlify.com/pricing/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hosting", "name": "Netlify Hosting", "category": "hosting", "description": "Static site hosting with CDN", "sla_url": "https://www.netlify.com/pricing/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "identity", "name": "Netlify Identity", "category": "identity", "description": "User authentication", "sla_url": "https://www.netlify.com/pricing/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Netlify is a Cloud Infrastructure provider. Netlify's 99.99% uptime SLA is an Enterprise-tier commitment; see the [Netlify pricing page](https://www.netlify.com/pricing/) and [Netlify for enterprises](https://www.netlify.com/enterprise/). There is no public standalone SLA document, detailed service-credit terms are contained in the non-public Enterprise Master Subscription Agreement.\n\n" }, { "slug": "netsuite", "name": "NetSuite", "vendor": "NetSuite", "website": "https://www.netsuite.com/portal/home.shtml", "category": "enterprise-and-operations", "category_name": "Enterprise & Operations", "tags": [], "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.7, "max_credit_percent": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.7, "credit": 10 }, { "below": 99.5, "credit": 15 }, { "below": 99, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_month", "business_days": false, "method": "SuiteAnswers (article ID 97409 \"How to submit an SLC Claim\")", "url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf", "required_evidence": [ "Details of the claim as reasonably requested by Oracle" ], "review_days": null, "credit_application": "Service credit based on the monthly fee for the use of the Service" }, "exclusions": [ "Scheduled maintenance", "Unavailability from suspension or termination of the Service", "Issues caused by Customer's or third-party equipment, software, services, or technology outside Oracle's direct control", "Non-production and test accounts (Sandbox, Release Preview, Beta, Education, Demo, Developer, debugger)" ], "support": { "tiers": [ "Basic", "Premium", "ACS Advise", "ACS Monitor", "ACS Optimize", "ACS Architect", "ACS Platform" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.netsuite.com/portal/services/support-services/advanced-customer-support.shtml", "note": "Premium adds 24/7 for Sev1/2; ACS tiers add CSM, reviews, and optimization services. Premium SuiteSupport: 24x7 for critical (Sev 1); Advanced Customer Support (ACS) is a separate paid proactive program with assigned advisors. No public per-severity response time." }, "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": "crm", "name": "NetSuite CRM", "category": "crm", "description": "Customer relationship management", "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf", "uptime": 99.7, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "erp", "name": "NetSuite ERP", "category": "erp", "description": "Enterprise resource planning", "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf", "uptime": 99.7, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "financials", "name": "NetSuite Financials", "category": "accounting", "description": "Financial management", "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf", "uptime": 99.7, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "commerce", "name": "NetSuite SuiteCommerce", "category": "e-commerce", "description": "E-commerce platform", "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf", "uptime": 99.7, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "wms", "name": "NetSuite WMS", "category": "warehouse-management", "description": "Warehouse management", "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf", "uptime": 99.7, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "NetSuite is a Finance & Payments provider. See the official Service Level Commitment at [https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf](https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf).\n\n" }, { "slug": "new-relic", "name": "New Relic", "vendor": "New Relic", "website": "https://newrelic.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "last_verified": "2026-06-23", "sla_status": "termination", "sla_status_label": "Termination-only", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.8, "max_credit_percent": 0, "max_credit": { "kind": "termination", "label": "No service credit", "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "pro", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "termination_only", "max_credit_percent": 0, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "File a support ticket on the New Relic support site to request the Service Availability attainment for the previous month", "url": "https://support.newrelic.com/s/", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": null, "credit_application": "N/A - remedy is termination without penalty, not service credits" }, "exclusions": [ "Planned maintenance periods", "Emergency maintenance necessary to prevent imminent harm to the Service", "Force majeure events", "Third-Party Services, Customer application, equipment, software or other technology", "Use of the Service in violation of the Agreement or not in accordance with the Documentation", "Suspension, limitation, and/or termination of access in accordance with the Agreement" ], "support": { "tiers": [ "Standard", "Pro", "Enterprise" ], "has_24x7": true, "fastest_response": "1 hour (P1 business-critical, Enterprise)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": false, "training": true, "pricing": "custom", "source_url": "https://docs.newrelic.com/docs/licenses/license-information/general-usage-licenses/global-technical-support-offerings/", "note": "Enterprise edition adds a TAM, phone/Slack, and a 1-hour P1 target (explicitly an estimate, not guaranteed). Health checks and migrations are paid professional services. 24x7x365 follow-the-sun applies to P1 business-critical only. Enterprise includes a Designated Support Account Manager; Expert Services consultants. 24x7x365 follow-the-sun applies to P1 business-critical only. Enterprise includes a Designated Support Account Manager; Expert Services consultants." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "newrelic-alerts", "name": "New Relic Alerts", "category": "alerting", "description": "Alerting and incident management", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-apm", "name": "New Relic APM", "category": "apm", "description": "Application performance monitoring", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-browser", "name": "New Relic Browser", "category": "rum", "description": "Real user monitoring", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-infrastructure", "name": "New Relic Infrastructure", "category": "monitoring", "description": "Infrastructure monitoring", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-logs", "name": "New Relic Logs", "category": "logging", "description": "Log management", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-mobile", "name": "New Relic Mobile", "category": "mobile", "description": "Mobile app monitoring", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "newrelic-synthetics", "name": "New Relic Synthetics", "category": "monitoring", "description": "Synthetic monitoring", "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "New Relic is a Monitoring & Observability provider. See the official SLA at [https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/](https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/).\n\nNew Relic's Service Level Availability Commitment is a 99.8% monthly availability target. The remedy is termination without penalty (no service credits) if availability drops below 98.5% for two consecutive months or below 96.5% in any single month. Only Pro or Enterprise editions with Full Users / Full Platform Users on usage-based pricing (or product-based plans that reference the commitment) are covered.\n\n" }, { "slug": "nice", "name": "NICE", "vendor": "NICE", "website": "https://www.nice.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.nice.com/company/sla-guarantee", "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": 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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 3.33 }, { "below": 99.95, "credit": 6.67 }, { "below": 99, "credit": 14.29 }, { "below": 97, "credit": 100 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "billing_month", "business_days": false, "method": "Request via CXone Customer Community support portal", "url": "https://www.nice.com/company/sla-guarantee", "required_evidence": [ "Account information", "Affected services", "Period of unavailability" ], "review_days": null, "credit_application": "Service credit (MRC credit)" }, "exclusions": [ "Planned maintenance of which the customer is given advanced notice", "Outages or disruptions caused by the customer or any third party acting on the customer's behalf", "Outages caused by software, infrastructure, databases, human errors or hardware not provided and controlled by NiCE", "Configuration changes not made by NiCE", "Telecommunications services or internet access not controlled by NiCE", "SLA Credits waived if Customer's financial account with NiCE is not in good standing" ], "support": { "tiers": [ "CXsuccess Care" ], "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": "included", "source_url": "https://www.nice.com/services/customer-support", "note": "CXsuccess Care is included; higher tiers exist but details are not publicly disclosed. Only Sev1 is 24x7; Sev2-Sev4 are business hours. Two trained Designated Contacts; phone + portal (per-severity numbers not public). Only Sev1 is 24x7; Sev2-Sev4 are business hours. Two trained Designated Contacts; phone + portal (per-severity numbers not public)." }, "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": "cxone-acd", "name": "CXone ACD", "category": "voice", "description": "Automatic call distribution", "sla_url": "https://www.nice.com/company/sla-guarantee", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cxone-analytics", "name": "CXone Analytics", "category": "analytics", "description": "Interaction analytics", "sla_url": "https://www.nice.com/company/sla-guarantee", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cxone-autopilot", "name": "CXone Autopilot", "category": "ai", "description": "AI-powered virtual agents", "sla_url": "https://www.nice.com/company/sla-guarantee", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cxone-digital", "name": "CXone Digital", "category": "digital", "description": "Digital channel routing", "sla_url": "https://www.nice.com/company/sla-guarantee", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cxone-qm", "name": "CXone Quality Management", "category": "qm", "description": "Quality monitoring and coaching", "sla_url": "https://www.nice.com/company/sla-guarantee", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cxone-wfm", "name": "CXone Workforce Management", "category": "wfm", "description": "Forecasting and scheduling", "sla_url": "https://www.nice.com/company/sla-guarantee", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "NICE is a Other SaaS provider. See the official SLA at [https://www.nice.com/company/sla-guarantee](https://www.nice.com/company/sla-guarantee).\n\nNICE CXone publishes a financially-backed 99.99% monthly availability SLA. Service credits are tiered against the average Actual Availability for the one-month billing cycle: Below 99.99% = 1/30th of MRC; Below 99.95% = 1/15th of MRC; Below 99.0% = 1/7th of MRC; Below 97% = a free month (100% of MRC). The maximum credit in any monthly billing period will not exceed 100% of the MRC billed that month. Credits are not automatic - the customer must request the credit within 30 days following the month in which availability fell below the applicable Service Levels. NICE also publishes a separate MOS (voice quality) SLA with a minimum MOS score of 3.9. Note: tier credit_percent values (3.33 / 6.67 / 14.29) are decimal conversions of the published fractions 1/30, 1/15, and 1/7.\n\n" }, { "slug": "notion", "name": "Notion", "vendor": "Notion", "website": "https://www.notion.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://www.notion.so/notion/Service-Level-Terms-6f805fa1d4ca4463b805e2832ae8ff0d", "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": 5, "max_credit": { "kind": "capped", "label": "5%", "value": 5, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "per_incident", "remedy": "credit", "max_credit_percent": 5, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 5 } ] }, "claim_process": { "deadline_days": 3, "deadline_basis": "time_of_downtime", "business_days": false, "method": "Written notice to Notion", "url": "https://www.notion.so/notion/Service-Level-Terms-6f805fa1d4ca4463b805e2832ae8ff0d", "required_evidence": [], "review_days": null, "credit_application": "Applied to the month in which the incident occurred" }, "exclusions": [ "Holidays", "Weekends", "Scheduled maintenance", "Force Majeure events" ], "support": { "tiers": [ "Free", "Plus", "Business", "Enterprise", "Premium Support add-on" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.notion.com/pricing", "note": "Enterprise includes a CSM; Premium Support add-on adds 24/7 and a dedicated engineer. Email/help center (no confirmed phone). Around-the-clock support is Enterprise/Premium-Support-gated." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "workspace", "name": "Notion (the Services)", "category": "productivity", "description": "Notion's SLA commits a single 99.9% monthly Availability for \"the Services\" as a whole; no per-service uptime tiers are published.", "sla_url": "https://www.notion.so/notion/Service-Level-Terms-6f805fa1d4ca4463b805e2832ae8ff0d", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Notion is a Productivity & Collaboration provider. See the official Service Level Terms at [https://www.notion.so/notion/Service-Level-Terms-6f805fa1d4ca4463b805e2832ae8ff0d](https://www.notion.so/notion/Service-Level-Terms-6f805fa1d4ca4463b805e2832ae8ff0d).\n\n" }, { "slug": "nvidia", "name": "NVIDIA", "vendor": "NVIDIA Corporation", "website": "https://www.nvidia.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://www.nvidia.com/en-us/agreements/service-level-agreement/nvidia-cloud-services-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, "max_credit_percent": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99, "credit": 10 }, { "below": 95, "credit": 25 } ] }, "claim_process": { "deadline_days": 60, "deadline_basis": "incident_date", "business_days": false, "method": "Support Ticket", "url": "https://www.nvidia.com/en-us/support/", "required_evidence": [ "Account/Project ID", "Affected service", "Incident timestamps", "Impact evidence" ], "review_days": 30, "credit_application": "Applied to future invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": true, "fastest_response": "1 hour (Sev-1, Business Critical)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://www.nvidia.com/en-us/support/enterprise/", "note": "NVIDIA Enterprise Support (AI Enterprise): portal/web 24x7 both tiers; 24x7 phone only on Business Critical (Standard fastest 4 bh). TAM is a paid add-on. Professional & consulting services. NVIDIA Enterprise Support (AI Enterprise): portal/web 24x7 both tiers; 24x7 phone only on Business Critical (Standard fastest 4 bh). TAM is a paid add-on. Professional & consulting services." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "nim", "name": "NVIDIA NIM", "category": "ai", "description": "Containerized inference microservices", "sla_url": "https://build.nvidia.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api-catalog", "name": "API Catalog", "category": "ai", "description": "Hosted model endpoints (build.nvidia.com)", "sla_url": "https://build.nvidia.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dgx-cloud", "name": "DGX Cloud", "category": "ai", "description": "Managed GPU cloud (SLA-covered)", "sla_url": "https://www.nvidia.com/en-us/data-center/dgx-cloud/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ai-enterprise", "name": "NVIDIA AI Enterprise", "category": "ai", "description": "Production AI software suite", "sla_url": "https://www.nvidia.com/en-us/data-center/products/ai-enterprise/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "NVIDIA is an AI & Machine Learning provider. See the SLA/terms at [https://www.nvidia.com/en-us/agreements/service-level-agreement/nvidia-cloud-services-service-level-agreement/](https://www.nvidia.com/en-us/agreements/service-level-agreement/nvidia-cloud-services-service-level-agreement/)." }, { "slug": "oci", "name": "OCI", "vendor": "OCI", "website": "https://www.oci.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.oracle.com/cloud/sla/", "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": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 10 }, { "below": 99, "credit": 25 } ] }, "claim_process": { "deadline_days": 60, "deadline_basis": "incident_date", "business_days": false, "method": "Contact your Oracle account manager", "url": "https://www.oracle.com/cloud/sla/", "required_evidence": [ "Name of the affected Oracle PaaS/IaaS Cloud Service", "Detailed description of the circumstances of the claim", "Time and duration of the downtime", "Region affected", "Relevant OCIDs (tenancy, compartment, affected resource)" ], "review_days": 60, "credit_application": "Service credit as percentage of net fees for the affected service" }, "exclusions": [ "Your equipment, software, or third-party technology (incl. third-party platforms you deploy on)", "Inter-related service failures (credits only for the root-cause Primary Service)", "Your or your Users' actions or inactions and misconfigurations (e.g. mis-configured security groups, VCNs, network firewall policy, exceeding service limits)", "Anything excluded from Unplanned Downtime per the Oracle Cloud Hosting and Delivery Policies (sec. 3.3)", "Maintenance periods not selected or agreed to by you are excluded from Common Exclusions" ], "support": { "tiers": [ "Basic", "Developer", "Premier", "Advanced Customer Services" ], "has_24x7": true, "fastest_response": "15 min (Sev1)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://docs.oracle.com/en-us/iaas/Content/GSG/Tasks/contactingsupport.htm", "note": "Premier Support included with paid OCI; Advanced Customer Services adds a TAM and architecture services. Sev1 24/7 worked until resolved; <15-min response per Oracle Cloud Hosting & Delivery Policies (prior 1-hour figure was understated). Oracle consulting available." }, "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": "autonomous-dataguard", "name": "Autonomous Database (Data Guard)", "category": "database", "description": "With Autonomous Data Guard enabled", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "autonomous-standard", "name": "Autonomous Database (Standard)", "category": "database", "description": "Without Autonomous Data Guard", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "base-database", "name": "Base Database Service (Enterprise)", "category": "database", "description": "Standard or Enterprise Edition", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "exadata", "name": "Exadata Database Service", "category": "database", "description": "Exadata Infrastructure availability", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mysql-heatwave", "name": "MySQL HeatWave (High Availability)", "category": "database", "description": "MySQL with HA option enabled", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "block-volume", "name": "OCI Block Volume", "category": "storage", "description": "Block storage read/write IO", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "compute-multiad", "name": "OCI Compute (Multi-AD/Fault Domain)", "category": "compute", "description": "Instances across multiple Availability Domains", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "compute-single", "name": "OCI Compute (Single Instance)", "category": "compute", "description": "Single Fault Domain deployment", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dns", "name": "OCI DNS", "category": "networking", "description": "Authoritative DNS queries", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "fastconnect", "name": "OCI FastConnect", "category": "networking", "description": "Virtual connection connectivity", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "file-storage", "name": "OCI File Storage", "category": "storage", "description": "NFS request processing", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "functions", "name": "OCI Functions", "category": "compute", "description": "Function invocation availability", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "iam", "name": "OCI IAM", "category": "identity", "description": "Identity and Access Management", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vault", "name": "OCI Key Management (Vault)", "category": "identity", "description": "Key management operations", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "load-balancer", "name": "OCI Load Balancer", "category": "networking", "description": "Traffic processing availability", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "object-storage", "name": "OCI Object Storage", "category": "storage", "description": "Standard and Archive storage", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vpn", "name": "OCI Site-to-Site VPN", "category": "networking", "description": "IPSec VPN connection availability", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oke", "name": "Oracle Kubernetes Engine (OKE)", "category": "compute", "description": "Kubernetes API Server uptime", "sla_url": "https://www.oracle.com/cloud/sla/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-exadata-exascale-vm-image", "name": "Oracle Exadata Exascale VM Image", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-sql-watch", "name": "Oracle Cloud Infrastructure - SQL Watch", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mysql-heatwave-aws-storage", "name": "MySQL HeatWave - AWS - Storage", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mysql-database-aws-ingress", "name": "MySQL Database - AWS - Ingress", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mysql-database-aws-egress-private", "name": "MySQL Database - AWS - Egress Private", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-exadata-exascale-rdma", "name": "Oracle Exadata Exascale RDMA", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-exadata-exascale-database", "name": "Oracle Exadata Exascale Database", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-exadata-exascale-database-additional", "name": "Oracle Exadata Exascale Database - Additional", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-exadata-exascale-additional-storage", "name": "Oracle Exadata Exascale Additional Storage", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mysql-database-aws-private-endpoint", "name": "MySQL Database - AWS - Private Endpoint", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-generative-ai", "name": "Oracle Cloud Infrastructure - Generative AI", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-ai-agent", "name": "Oracle Cloud Infrastructure - AI Agent", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "exadata-database-ecpu-dedicated", "name": "Exadata Database ECPU - Dedicated", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-data-integrator-cloud", "name": "Oracle Data Integrator Cloud Service", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-big-data-cloud-enterprise", "name": "Oracle Big Data Cloud Enterprise", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-database-cloud-service", "name": "Oracle Database Cloud Service - All Editions", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-data-integrator-cloud-byol", "name": "Oracle Data Integrator Cloud Service - BYOL", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-autonomous-data-warehouse-byol", "name": "Oracle Autonomous Data Warehouse - BYOL - OCPU Per Hour", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-autonomous-data-warehouse", "name": "Oracle Autonomous Data Warehouse - OCPU Per Hour", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-database-migration", "name": "Oracle Cloud Infrastructure - Database Migration", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-analytics-cloud-professional", "name": "Oracle Analytics Cloud - Professional", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-analytics-cloud-enterprise", "name": "Oracle Analytics Cloud - Enterprise", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-autonomous-transaction-processing", "name": "Oracle Autonomous Transaction Processing - OCPU", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-autonomous-transaction-processing-byol", "name": "Oracle Autonomous Transaction Processing - BYOL", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-base-database-standard", "name": "Oracle Base Database Service - Standard Edition", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-base-database-enterprise", "name": "Oracle Base Database Service - Enterprise Edition", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-base-database-all", "name": "Oracle Base Database Service - All Editions", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-cloud-sql-compute", "name": "Oracle Cloud SQL - Compute Capacity", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-big-data-compute-standard", "name": "Oracle Big Data Service - Compute - Standard", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-big-data-compute-dense-io", "name": "Oracle Big Data Service - Compute - Dense IO", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-big-data-compute-high-memory", "name": "Oracle Big Data Service - Compute - High Memory", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-data-safe", "name": "Oracle Cloud Infrastructure - Data Safe", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-atp-exadata", "name": "Oracle Autonomous Transaction Processing - Exadata", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-adw-exadata", "name": "Oracle Autonomous Data Warehouse - Exadata", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-adw-ecpu", "name": "Oracle Autonomous Data Warehouse - ECPU", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-autonomous-json-database", "name": "Oracle Autonomous JSON Database", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-analytics-professional", "name": "Oracle Analytics - Professional", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-analytics-enterprise", "name": "Oracle Analytics - Enterprise", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-database-postgresql", "name": "Oracle Cloud Infrastructure - Database with PostgreSQL", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "exadata-cloud-quarter-rack", "name": "Exadata Cloud Infrastructure - Quarter Rack", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "exadata-cloud-half-rack", "name": "Exadata Cloud Infrastructure - Half Rack", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": 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"media-services-quality", "name": "Media Services - Media Flow - Quality", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mysql-database-aws-storage", "name": "MySQL Database - AWS - Storage", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-queue", "name": "Oracle Cloud Infrastructure Queue", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": 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"2026-06-23", "credit_policy": null }, { "id": "oracle-adw-storage", "name": "Oracle Autonomous Data Warehouse - Storage", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-api-gateway", "name": "Oracle Cloud Infrastructure - API Gateway", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-events", "name": "Oracle Cloud Infrastructure - Events", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-language-nlp", "name": "Oracle Cloud Infrastructure - Language - NLP", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-language-translation", "name": "Oracle Cloud Infrastructure - Language - Translation", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mysql-heatwave-aws-node", "name": "MySQL HeatWave - AWS - HeatWave Node", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mysql-database-aws-ecpu", "name": "MySQL Database - AWS - ECPU", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-access-governance-standard", "name": "Oracle Access Governance - Standard", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-access-governance-premium", "name": "Oracle Access Governance - Premium", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-access-governance-enterprise", "name": "Oracle Access Governance - Enterprise", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-base-database-arm-standard", "name": "Oracle Base Database Service on Arm - Standard", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-base-database-arm-enterprise", "name": "Oracle Base Database Service on Arm - Enterprise", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-base-database-arm-high-performance", "name": "Oracle Base Database Service on Arm - High Performance", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-base-database-arm-extreme-performance", "name": "Oracle Base Database Service on Arm - Extreme Performance", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-notifications", "name": "Oracle Cloud Infrastructure - Notifications", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-functions", "name": "Oracle Cloud Infrastructure - Functions", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-oke", "name": "Oracle Cloud Infrastructure - Container Engine for Kubernetes", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-database-block-volume", "name": "Oracle Cloud Infrastructure Database - Block Volume", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oci-database-object-storage", "name": "Oracle Cloud Infrastructure Database - Object Storage", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-globally-distributed-adb-standard", "name": "Oracle Globally Distributed Autonomous Database - Standard", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-globally-distributed-adb-premium", "name": "Oracle Globally Distributed Autonomous Database - Premium", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.995, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-ajd-serverless", "name": "Oracle Autonomous JSON Database - Serverless", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oracle-apex", "name": "Oracle APEX Application Development", "category": null, "description": null, "sla_url": "https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "OCI is a Cloud Infrastructure provider. See the official SLA at [https://www.oracle.com/cloud/sla/](https://www.oracle.com/cloud/sla/). The authoritative terms are in the [Oracle PaaS and IaaS Public Cloud Services Pillar Document (PDF)](https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf).\n\n" }, { "slug": "okta", "name": "Okta", "vendor": "Okta", "website": "https://www.okta.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.okta.com/legal/", "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": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 5 }, { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 20 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 5, "deadline_basis": "incident_date", "business_days": true, "method": "Support Ticket", "url": "https://support.okta.com/help/s/?language=en_US", "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": [ "Basic", "Silver", "Gold" ], "has_24x7": true, "fastest_response": "30 min (P1, Gold)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.okta.com/services/success-and-support/", "note": "Premier Success Plans; response times are targets, not credit-backed SLAs. Premier Success plans; Gold 24x7 with TAM team." }, "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": "api", "name": "API Access Management", "category": "security", "description": "API authorization", "sla_url": "https://www.okta.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "lifecycle", "name": "Lifecycle Management", "category": "identity", "description": "User provisioning", "sla_url": "https://www.okta.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mfa", "name": "Okta MFA", "category": "security", "description": "Multi-factor authentication", "sla_url": "https://www.okta.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sso", "name": "Okta Single Sign-On", "category": "identity", "description": "SSO for applications", "sla_url": "https://www.okta.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "directory", "name": "Universal Directory", "category": "identity", "description": "Identity management", "sla_url": "https://www.okta.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Okta is a Security & Identity provider. See the official SLA at [https://www.okta.com/agreements/](https://www.okta.com/agreements/).\n\n" }, { "slug": "onelogin", "name": "OneLogin", "vendor": "OneLogin", "website": "https://www.onelogin.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf", "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": 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": "per_incident", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": "For every 15 minutes of downtime, Subscriber receives a credit equal to 5% of the annual fee for the affected OneLogin Services, divided by 12. Total credit in any calendar month cannot exceed 100% of the fees for the affected services attributable to that month.", "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Email request with documented proof", "url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf", "required_evidence": [ "Traceroute reports documenting the downtime" ], "review_days": null, "credit_application": "Credit against fees for affected services" }, "exclusions": [ "Force Majeure events", "Planned downtime with at least 48 hours prior notice" ], "support": { "tiers": [ "Standard", "Premier", "Premier Plus" ], "has_24x7": true, "fastest_response": "30 min (Sev1, OneVIP/Premier)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://support.onelogin.com/hc/en-us/articles/115001710103-Severity-Definitions-Target-Response-SLA-s", "note": "OneLogin explicitly labels response times as targets; no credits. Premier Plus adds a TAM. Sev1 must be reported by phone; Sev1 24x7 on OnePrime/OneVIP." }, "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": "directory", "name": "OneLogin Directory", "category": "directory", "description": "Cloud directory", "sla_url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mfa", "name": "OneLogin MFA", "category": "mfa", "description": "Multi-factor authentication", "sla_url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sso", "name": "OneLogin SSO", "category": "sso", "description": "Single sign-on", "sla_url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "smartfactor", "name": "SmartFactor Authentication", "category": "risk-based-auth", "description": "Risk-based authentication", "sla_url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "OneLogin is a Security & Identity provider. The SLA is part of the OneLogin Service Subscription Agreement (Section 5.1): see the official agreement at [https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf](https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf).\n\n" }, { "slug": "openai", "name": "OpenAI", "vendor": "OpenAI", "website": "https://www.openai.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://openai.com/policies/service-terms/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "invoice_date", "business_days": false, "method": "Enterprise Email", "url": "mailto:ar-enterprise@openai.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": [ "Free", "Plus", "Team", "Business", "Enterprise", "API Scale Tier" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://openai.com/chatgpt/enterprise/", "note": "Enterprise: 24/7 support, AI advisors, account director/CSM. API Scale Tier carries an uptime SLA; support response times are targets. In-product/help-center messaging + email; ChatGPT Enterprise adds 24/7 support, a dedicated contact, and on-call (premium) — no public numeric response SLA or phone. Deployment guidance, training, AI advisors (select Enterprise). In-product/help-center messaging + email; ChatGPT Enterprise adds 24/7 support, a dedicated contact, and on-call (premium) — no public numeric response SLA or phone. Deployment guidance, training, AI advisors (select Enterprise)." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [ { "name": "Scale Tier", "requirement": "Paid Scale Tier capacity commitment (Enterprise, via Sales)", "uptime": 99.9, "max_credit_percent": null, "sla_url": "https://openai.com/api-scale-tier/" } ], "services": [ { "id": "chatgpt", "name": "ChatGPT", "category": "ai", "description": "ChatGPT conversational AI", "sla_url": "https://openai.com/api-scale-tier/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dalle", "name": "DALL-E", "category": "ai", "description": "Image generation API", "sla_url": "https://openai.com/api-scale-tier/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "embeddings", "name": "Embeddings", "category": "ai", "description": "Text embeddings API", "sla_url": "https://openai.com/api-scale-tier/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "OpenAI API", "category": "ai", "description": "GPT and AI model API access", "sla_url": "https://openai.com/api-scale-tier/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "whisper", "name": "Whisper", "category": "ai", "description": "Speech recognition API", "sla_url": "https://openai.com/api-scale-tier/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "OpenAI is a AI & Machine Learning provider. See the official SLA at [https://openai.com/api-scale-tier/](https://openai.com/api-scale-tier/).\n\n" }, { "slug": "openrouter", "name": "OpenRouter", "vendor": "OpenRouter, Inc.", "website": "https://openrouter.ai", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://openrouter.ai/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://openrouter.ai/enterprise", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://openrouter.ai/enterprise", "note": "Discord (#help) + email + tickets; Enterprise adds priority real-time + an on-call engineer (no phone/Slack on own pages). SLAs customized per contract; no formal professional-services line. Discord (#help) + email + tickets; Enterprise adds priority real-time + an on-call engineer (no phone/Slack on own pages). SLAs customized per contract; no formal professional-services line." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "api", "name": "Unified LLM API", "category": "ai", "description": "Single endpoint routing to 300+ models", "sla_url": "https://openrouter.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "routing", "name": "Provider routing & failover", "category": "ai", "description": "Automatic cross-provider failover", "sla_url": "https://openrouter.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "byoc", "name": "BYOC", "category": "ai", "description": "Bring-your-own-cloud credits", "sla_url": "https://openrouter.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "OpenRouter is an AI & Machine Learning provider. See the SLA/terms at [https://openrouter.ai/terms](https://openrouter.ai/terms)." }, { "slug": "orca-security", "name": "Orca Security", "vendor": "Orca Security Ltd.", "website": "https://orcasecurity.io", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://orcasecurity.io/legal/", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": 20, "max_credit": { "kind": "capped", "label": "20%", "value": 20, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 20, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 20 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "month_end", "business_days": false, "method": "Support ticket", "url": "https://orcasecurity.io/contact/", "required_evidence": [ "Detailed description of the Downtime incident", "Time and duration of the incident", "Account details" ], "review_days": null, "credit_application": null }, "exclusions": [ "Regular Maintenance (Saturdays 2AM–6AM EST)", "Scheduled Maintenance (24h advance notice given)", "Force majeure events", "Customer-caused issues", "Third-party service failures" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "orca-platform", "name": "Orca Cloud Security Platform", "category": "security-and-identity", "description": "Agentless cloud security posture management (CSPM), workload protection, and vulnerability management", "sla_url": "https://orcasecurity.io/legal/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Orca Security (Orca Security Ltd., Israel) provides agentless cloud security posture management. The SLA commits to 99.9% monthly uptime with a two-tier credit structure: 10% credit for uptime between 99.0%–99.9%, 20% credit below 99.0%, capped at 20% of total subscription fees per period. Claims must be filed within 30 days of the month end. Credits are the sole and exclusive remedy for downtime." }, { "slug": "outreach", "name": "Outreach", "vendor": "Outreach Corporation", "website": "https://www.outreach.io", "category": "sales-and-crm", "category_name": "Sales & CRM", "tags": [], "sla_url": "https://www.outreach.io/legal/", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "SLA PDF exists but is not publicly accessible (HTTP 403)", "Published support response SLAs are not financial/availability SLAs", "Uptime and credit terms require enterprise contract negotiation" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "outreach-sales-execution", "name": "Outreach Sales Execution Platform", "category": "sales-and-crm", "description": "Sales engagement and revenue intelligence platform for outbound prospecting and pipeline management", "sla_url": "https://www.outreach.io/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Outreach (Outreach Corporation, Washington state; Seattle, WA) is a sales engagement and revenue intelligence platform. A dedicated SLA document is confirmed to exist but is gated (HTTP 403). Published support response targets (P1: 1 hour, P2: 4 hours) are response-time targets, not availability or financial SLAs. Uptime commitments and credit terms are available only through enterprise contract negotiation." }, { "slug": "ovhcloud", "name": "OVHcloud", "vendor": "OVH US LLC", "website": "https://www.ovhcloud.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://us.ovhcloud.com/legal/sla/public-cloud/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.99, "max_credit_percent": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "all plans", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 60, "deadline_basis": "incident_date", "business_days": false, "method": "Ticket", "url": "https://www.ovhcloud.com/en/support/", "required_evidence": [ "Affected instance details", "Description of the loss of connectivity", "Support ticket filed via OVHcloud Control Panel" ], "review_days": null, "credit_application": "Non-refundable account credits" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused failures or security responsibility failures", "Accounts with delinquent payments or ToS violations" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": null }, { "name": "Business", "slug": "business", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "public-cloud-instances", "name": "Public Cloud Instances", "category": "compute", "description": "General Purpose, Memory-Optimized, Compute-Optimized, GPU instances", "sla_url": "https://us.ovhcloud.com/legal/sla/public-cloud/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "sandbox-instances", "name": "Sandbox Instances", "category": "compute", "description": "Discovery and Sandbox tier instances", "sla_url": "https://us.ovhcloud.com/legal/sla/public-cloud/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "object-storage", "name": "Object Storage", "category": "storage", "description": "S3-compatible object storage", "sla_url": "https://us.ovhcloud.com/legal/sla/public-cloud/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "OVHcloud is a European Cloud Infrastructure provider. The SLA uses a linear credit model: 0.5% of monthly instance fees per minute of downtime (after the first 3 consecutive minutes), capped at 50% of monthly instance fees. Object Storage credits are capped at 100%; Managed Databases and AI services cap at 30%. The 60-day claim window is among the most generous in the industry." }, { "slug": "paddle", "name": "Paddle", "vendor": "Paddle.Com Inc.", "website": "https://www.paddle.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.paddle.com/legal/terms", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No public SLA document", "SLA terms in negotiated enterprise agreements only" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "paddle-merchant-of-record", "name": "Paddle Merchant of Record", "category": "finance-and-payments", "description": "Full-stack merchant of record solution handling payments, tax, compliance, and subscriptions globally", "sla_url": "https://www.paddle.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Paddle (Paddle.Com Inc., US; Paddle.com Market Limited, UK) is a merchant of record platform for software companies, handling payments, tax, subscriptions, and global compliance. No public SLA or uptime commitment exists — enterprise customers should negotiate SLA terms directly." }, { "slug": "pagerduty", "name": "PagerDuty", "vendor": "PagerDuty", "website": "https://www.pagerduty.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://www.pagerduty.com/standard-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": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "flat", "remedy": "credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 } ] }, "claim_process": { "deadline_days": 15, "deadline_basis": "end_of_calendar_month", "business_days": false, "method": "Email", "url": "mailto:servicecreditrequest@pagerduty.com", "required_evidence": [ "Reasonable evidence that the customer was affected by the alleged SLA breach" ], "review_days": null, "credit_application": "Not specified" }, "exclusions": [ "Customer's own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers", "Force Majeure Event", "Intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies", "Issues arising from PagerDuty's suspension or termination of Customer's right to use the Service", "Services provided at no charge (Free Trial, Free Plan or Pre-Release Technology)" ], "support": { "tiers": [ "Tech Touch", "Standard Success", "Premium Support", "Silver Services", "Gold Services" ], "has_24x7": true, "fastest_response": "1 hour (P1/Urgent, Premium+)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.pagerduty.com/support-policy/", "note": "CSM at Standard Success; Silver/Gold add QBRs and instructor-led training. 24x7 at Premium+ (off-hours limited to P1/P2). Gold Services adds a designated CSM + Customer Success Engineer + ~40 hrs/quarter professional services. 24x7 at Premium+ (off-hours limited to P1/P2). Gold Services adds a designated CSM + Customer Success Engineer + ~40 hrs/quarter professional services." }, "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": "incidents", "name": "Incident Response", "category": "operations", "description": "Incident management platform", "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "oncall", "name": "On-Call Management", "category": "operations", "description": "On-call scheduling", "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "analytics", "name": "Operations Analytics", "category": "analytics", "description": "Operational insights", "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "automation", "name": "Runbook Automation", "category": "automation", "description": "Incident automation", "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "PagerDuty is a Monitoring & Observability provider. See the official SLA at [https://www.pagerduty.com/standard-service-level-agreement/](https://www.pagerduty.com/standard-service-level-agreement/).\n\n" }, { "slug": "palo-alto-networks", "name": "Palo Alto Networks", "vendor": "Palo Alto Networks", "website": "https://www.paloaltonetworks.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.paloaltonetworks.com/services/support/support-policies", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.999, "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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.999, "credit": 5 }, { "below": 99.99, "credit": 10 }, { "below": 99.9, "credit": 15 }, { "below": 99, "credit": 25 }, { "below": 98, "credit": 100 } ] }, "claim_process": { "deadline_days": 5, "deadline_basis": "incident_date", "business_days": true, "method": "Support Portal", "url": "https://support.paloaltonetworks.com/Support/Index", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 30, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled and unplanned maintenance windows", "High Availability and scaling events", "Force majeure / third-party events", "Customer / ISP / third-party equipment, networks or software", "Customer misconfigurations and inadequate licensing", "Beta, Test, Preview features (not generally available)", "Trials and evaluations provided at no cost" ], "support": { "tiers": [ "Standard", "Premium", "Platinum" ], "has_24x7": true, "fastest_response": "15 min (Sev1/Critical call, Platinum)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.paloaltonetworks.com/services/solution-assurance.html", "note": "TAM via Focused Services add-on; support priced as a percentage of product list. Targets, not credit-backed. 24x7 phone across tiers; Platinum adds a dedicated senior-engineer team and Focused Services." }, "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": "pan-cortex-xdr", "name": "Cortex XDR", "category": "xdr", "description": "Extended detection and response", "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/cortex-service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pan-cortex-xsoar", "name": "Cortex XSOAR", "category": "soar", "description": "Security orchestration", "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/cortex-service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pan-ngfw", "name": "Cloud NGFW for AWS", "category": "firewall", "description": "Cloud-delivered next-generation firewall", "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/cloud-ngfw-for-aws-service-level-agreement.pdf", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pan-prisma-access", "name": "Prisma Access", "category": "sase", "description": "Secure access service edge", "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/prisma-access-service-sla.pdf", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pan-prisma-cloud", "name": "Prisma Cloud", "category": "cloud-security", "description": "Cloud-native security platform", "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/prisma/prisma-cloud-service-level-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Palo Alto Networks is a Security & Identity provider. Each cloud-delivered service has its own published SLA; see the SLA list at [paloaltonetworks.com/services/support/support-policies](https://www.paloaltonetworks.com/services/support/support-policies).\n\n" }, { "slug": "paychex", "name": "Paychex", "vendor": "Paychex, Inc.", "website": "https://www.paychex.com", "category": "hr-and-workforce", "category_name": "HR & Workforce", "tags": [], "sla_url": "https://www.paychex.com/corporate/legal", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "All availability warranties expressly disclaimed", "Services provided AS IS and AS AVAILABLE" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "paychex-payroll", "name": "Paychex Payroll & HR", "category": "hr-and-workforce", "description": "Payroll processing, HR management, benefits administration, and tax compliance for businesses of all sizes", "sla_url": "https://www.paychex.com/corporate/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Paychex (Paychex, Inc., Delaware; NASDAQ: PAYX) is a payroll processing, HR management, and benefits administration platform. Paychex explicitly disclaims all availability warranties in its Terms of Use — services are provided \"AS IS\" and \"AS AVAILABLE, with all faults.\" No uptime SLA or credit structure exists in any publicly accessible document. Paychex service agreements focus on payroll processing accuracy and tax remittance obligations rather than platform uptime guarantees." }, { "slug": "paylocity", "name": "Paylocity", "vendor": "Paylocity", "website": "https://www.paylocity.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.paylocity.com/terms-and-conditions/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://www.paylocity.com/contact/", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": true, "pricing": "included", "source_url": "https://www.paylocity.com/contact/client-support/", "note": "No tier structure; dedicated Account Manager plus a service team, business hours only. Phone Mon-Fri 6am-7:30pm CT (explicitly not 24-hour); dedicated Account Manager + service team. Phone Mon-Fri 6am-7:30pm CT (explicitly not 24-hour); dedicated Account Manager + service team." }, "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": "benefits", "name": "Benefits Administration", "category": "benefits", "description": "Benefits management", "sla_url": "https://www.paylocity.com/terms-and-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hr", "name": "Paylocity HR", "category": "hris", "description": "HR management", "sla_url": "https://www.paylocity.com/terms-and-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payroll", "name": "Paylocity Payroll", "category": "payroll", "description": "Payroll processing", "sla_url": "https://www.paylocity.com/terms-and-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "talent", "name": "Talent Management", "category": "talent-management", "description": "Recruiting and performance", "sla_url": "https://www.paylocity.com/terms-and-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "workforce", "name": "Workforce Management", "category": "workforce-management", "description": "Time and scheduling", "sla_url": "https://www.paylocity.com/terms-and-conditions/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Paylocity is a HR & People Operations provider. Paylocity publishes no public uptime SLA; see its legal terms at [https://www.paylocity.com/terms-and-conditions/](https://www.paylocity.com/terms-and-conditions/).\n\n" }, { "slug": "paypal", "name": "PayPal", "vendor": "PayPal", "website": "https://www.paypal.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.paypal.com/us/legalhub/braintree/home", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.paypal.com/us/cshelp/contact-us", "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": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": "custom", "source_url": "https://www.paypal.com/us/cshelp/business", "note": "No public support tiers; PayPal support is general customer service, not a tiered enterprise plan. Merchant Technical Support ticket portal + chat + (business-hours) phone. A TAM covers integration + 30 days, then general MTS. PayPal Professional Services Solutions exist (sales-led)." }, "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": "braintree", "name": "Braintree", "category": "payments", "description": "Full-stack payment platform", "sla_url": "https://www.paypal.com/us/legalhub/braintree/home", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "checkout", "name": "PayPal Checkout", "category": "payments", "description": "Payment checkout", "sla_url": "https://www.paypal.com/us/legalhub/braintree/home", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payouts", "name": "PayPal Payouts", "category": "payments", "description": "Mass payouts", "sla_url": "https://www.paypal.com/us/legalhub/braintree/home", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rest-api", "name": "PayPal REST API", "category": "api", "description": "Payment API", "sla_url": "https://www.paypal.com/us/legalhub/braintree/home", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "venmo", "name": "Venmo for Business", "category": "payments", "description": "Venmo payment acceptance", "sla_url": "https://www.paypal.com/us/legalhub/braintree/home", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "PayPal is a Finance & Payments provider. See the official Braintree legal hub at [https://www.paypal.com/us/legalhub/braintree/home](https://www.paypal.com/us/legalhub/braintree/home). Note: the Braintree Payment Services Agreement does not publish a public uptime SLA or service credits; the service is provided \"as is\" with no guarantee of uninterrupted access.\n\n" }, { "slug": "pendo", "name": "Pendo", "vendor": "Pendo.io, Inc.", "website": "https://www.pendo.io", "category": "marketing-and-analytics", "category_name": "Marketing & Analytics", "tags": [], "sla_url": "https://www.pendo.io/legal/", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "SLA terms are not publicly available; gated behind Contract Center authentication", "All pendo.io legal pages return HTTP 403" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "pendo-platform", "name": "Pendo Product Analytics Platform", "category": "marketing-and-analytics", "description": "Product analytics, in-app guides, and feedback platform for SaaS companies", "sla_url": "https://www.pendo.io/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Pendo (Pendo.io, Inc., Delaware; Raleigh, NC) is a product analytics and digital adoption platform. SLA terms are not publicly available — all legal pages return HTTP 403, and contractual SLA terms are managed through Pendo's authenticated Contract Center. Uptime commitments and credit structures, if any, are negotiated on a per-contract basis." }, { "slug": "perplexity", "name": "Perplexity", "vendor": "Perplexity AI, Inc.", "website": "https://www.perplexity.ai", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://www.perplexity.ai/hub/legal/perplexity-api-terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://www.perplexity.ai/hub/getting-started", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://docs.perplexity.ai/docs/resources/faq", "note": "Email + community forum + GitHub; Enterprise Max adds a dedicated AM (CSM for White Glove 250+ seats). API explicitly has no SLA/uptime guarantee. No formal professional services. Email + community forum + GitHub; Enterprise Max adds a dedicated AM (CSM for White Glove 250+ seats). API explicitly has no SLA/uptime guarantee. No formal professional services." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "sonar-api", "name": "Sonar API", "category": "ai", "description": "Search-grounded LLM answer API", "sla_url": "https://docs.perplexity.ai/docs/getting-started/overview", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "search-api", "name": "Search API", "category": "ai", "description": "Web search results API", "sla_url": "https://docs.perplexity.ai/docs/getting-started/overview", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Perplexity is an AI & Machine Learning provider. See the API terms at [https://www.perplexity.ai/hub/legal/perplexity-api-terms-of-service](https://www.perplexity.ai/hub/legal/perplexity-api-terms-of-service)." }, { "slug": "personio", "name": "Personio", "vendor": "Personio Group SE", "website": "https://www.personio.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.personio.com/terms/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "Europe", "uptime": 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": "standard", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "time", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 365, "deadline_basis": "breach_month", "business_days": false, "method": "In-app (help section)", "url": null, "required_evidence": [ "Breach of annual average availability", "Contract Owner to request via in-app help section" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Downtime that does not break the annual average threshold" ], "support": null, "support_tiers": [ { "name": "Essential", "slug": "essential", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Professional", "slug": "professional", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "personio-hr-software", "name": "Personio HR Software", "category": "hr-and-people-operations", "description": "All-in-one HR software for SMEs covering recruiting, onboarding, payroll, and performance", "sla_url": "https://www.personio.com/terms/", "uptime": 99, "uptime_scope": "Europe", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Personio (Personio Group SE, Munich, Germany) is a European HR platform for SMEs. The SLA commits to **99% availability on an annual average** — not monthly. This means individual months can have more downtime without triggering a credit, as long as the rolling annual average stays above 99%. Credits equal one month's pro-rata fee per breach month, requested within 1 year via the in-app help section. Governed by German law." }, { "slug": "pinecone", "name": "Pinecone", "vendor": "Pinecone Systems, Inc.", "website": "https://www.pinecone.io", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://www.pinecone.io/legal/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support Ticket", "url": "https://www.pinecone.io/contact/", "required_evidence": [ "Account/Project ID", "Affected service", "Incident timestamps", "Impact evidence" ], "review_days": 30, "credit_application": "Applied to future invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": true, "fastest_response": "30 min (Sev1, Premium)", "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://www.pinecone.io/legal/support-policy/", "note": "Ticket + email (all paid); dedicated shared Slack at Premium (no phone at any tier). Sev1 24x7x365 at Pro & Premium (otherwise Mon-Fri 8-8 ET). No professional services in policy. Ticket + email (all paid); dedicated shared Slack at Premium (no phone at any tier). Sev1 24x7x365 at Pro & Premium (otherwise Mon-Fri 8-8 ET). No professional services in policy." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "serverless", "name": "Serverless Vector DB", "category": "ai", "description": "Managed serverless vector database", "sla_url": "https://www.pinecone.io", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pods", "name": "Pod-based Vector DB", "category": "ai", "description": "Dedicated pod indexes", "sla_url": "https://www.pinecone.io", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "inference", "name": "Pinecone Inference", "category": "ai", "description": "Embedding / reranking models", "sla_url": "https://www.pinecone.io", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Pinecone is an AI & Machine Learning provider. See the SLA/terms at [https://www.pinecone.io/legal/](https://www.pinecone.io/legal/)." }, { "slug": "ping-identity", "name": "Ping Identity", "vendor": "Ping Identity", "website": "https://www.pingidentity.com/en.html", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html", "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": "standard", "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": "incident_date", "business_days": false, "method": "Support", "url": "https://support.pingidentity.com/s/", "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": [ "Base", "Select", "Premium", "Elite" ], "has_24x7": true, "fastest_response": "15 min (Sev1, Elite)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.pingidentity.com/en/legal/support-policy.html", "note": "Elite includes a TAM up to 20 hrs/month; CSR at Select and above. Targets, not credit-backed. Phone + portal (no email per policy); Sev1 24x7 from Base. Named success resource at Select+, TAM hours at Elite." }, "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": "pingaccess", "name": "PingAccess", "category": "access-management", "description": "API security gateway", "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pingdirectory", "name": "PingDirectory", "category": "directory", "description": "Enterprise directory", "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pingfederate", "name": "PingFederate", "category": "federation", "description": "Enterprise federation", "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pingone-mfa", "name": "PingOne MFA", "category": "mfa", "description": "Cloud MFA", "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pingone-sso", "name": "PingOne SSO", "category": "sso", "description": "Cloud single sign-on", "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Ping Identity is a Security & Identity provider. The 99.99% uptime commitment is published in the official [Support Policy](https://www.pingidentity.com/en/legal/support-policy.html) (\"maintain Uptime Availability for the Service of 99.99%\", Section 1.1(c)). The previous SLA page (legal/sla.html) now returns HTTP 404. The service-credit tier table, maximum credit, claim deadline, and submission process are not published on any public pingidentity.com page (they are referenced as a \"Customer's entitlement to service credits\" but the terms live in contractual/login-gated documents), so those fields are unverified and flagged for review.\n\n" }, { "slug": "pingdom", "name": "Pingdom", "vendor": "SolarWinds Worldwide, LLC", "website": "https://www.pingdom.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://www.solarwinds.com/legal/software-services-agreement", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No public uptime SLA found for Pingdom service availability" ], "support": null, "support_tiers": [ { "name": "Starter", "slug": "starter", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Advanced", "slug": "advanced", "price": "Subscription", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "pingdom-uptime", "name": "Pingdom Website Monitoring", "category": "monitoring-and-observability", "description": "Website uptime monitoring, real user monitoring, and alerting (SolarWinds product)", "sla_url": "https://www.solarwinds.com/legal/software-services-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Pingdom is a website monitoring service operated by SolarWinds. No numeric uptime commitment or credit structure for Pingdom's own service availability was found in any publicly accessible legal document. Enterprise customers may have privately negotiated SLA terms — contact SolarWinds/Pingdom directly." }, { "slug": "pipedrive", "name": "Pipedrive", "vendor": "Pipedrive", "website": "https://www.pipedrive.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://www.pipedrive.com/en/terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://support.pipedrive.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": [ "Essential", "Advanced", "Professional", "Power", "Enterprise" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://www.pipedrive.com/en/pricing", "note": "24/7 chat/phone on Power and Enterprise; personalized onboarding above a spend threshold. 24/7 chat (EN & PT) on top plans; phone/inbound calling at Power & Enterprise (business hours). Dedicated CSM for customers spending $1,000+/mo. 24/7 chat (EN & PT) on top plans; phone/inbound calling at Power & Enterprise (business hours). Dedicated CSM for customers spending $1,000+/mo." }, "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": "campaigns", "name": "Pipedrive Campaigns", "category": "email-marketing", "description": "Email campaigns", "sla_url": "https://www.pipedrive.com/en/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "crm", "name": "Pipedrive CRM", "category": "crm", "description": "Sales CRM platform", "sla_url": "https://www.pipedrive.com/en/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "leads", "name": "Pipedrive LeadBooster", "category": "lead-generation", "description": "Lead generation tools", "sla_url": "https://www.pipedrive.com/en/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "projects", "name": "Pipedrive Projects", "category": "project-management", "description": "Sales project management", "sla_url": "https://www.pipedrive.com/en/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Pipedrive is a CRM & Sales provider. See the official SLA at [https://www.pipedrive.com/en/terms-of-service](https://www.pipedrive.com/en/terms-of-service).\n\n" }, { "slug": "plaid", "name": "Plaid", "vendor": "Plaid", "website": "https://www.plaid.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://plaid.com/legal/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://dashboard.plaid.com/support", "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": [ "Pay-as-you-go", "Growth", "Scale/Enterprise" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": false, "success_program": true, "training": false, "pricing": "custom", "source_url": "https://plaid.com/pricing/", "note": "Growth adds priority support and an account manager; Enterprise adds dedicated support and integration help. Dashboard tickets + \"Ask Bill\" chatbot + community (no email/phone support). 24/7 for Sev1/2 is Premium-only (Plus is business hours); Premium adds a designated Support Pod. Professional services not documented on support pages." }, "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": "auth", "name": "Plaid Auth", "category": "verification", "description": "Account verification", "sla_url": "https://plaid.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "identity", "name": "Plaid Identity", "category": "kyc", "description": "Identity verification", "sla_url": "https://plaid.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "link", "name": "Plaid Link", "category": "account-linking", "description": "Bank account linking", "sla_url": "https://plaid.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "transactions", "name": "Plaid Transactions", "category": "financial-data", "description": "Transaction data access", "sla_url": "https://plaid.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "transfer", "name": "Plaid Transfer", "category": "money-movement", "description": "ACH transfers", "sla_url": "https://plaid.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Plaid is a Finance & Payments provider. Plaid does not publish a public uptime SLA with service credits; uptime and response-time SLA commitments are offered only through paid Support Packages negotiated by contract. See Plaid's legal documents at [https://plaid.com/legal/](https://plaid.com/legal/).\n\n" }, { "slug": "planetscale", "name": "PlanetScale", "vendor": "PlanetScale", "website": "https://www.planetscale.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://planetscale.com/legal/planetscale-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": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 10 }, { "below": 99.9, "credit": 20 }, { "below": 99, "credit": 50 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "PlanetScale Support case", "url": "https://planetscale.com/support", "required_evidence": [ "Subject line \"SLA Credit Request\"", "Incident dates and times", "DatabaseIDs", "Request logs documenting the errors" ], "review_days": null, "credit_application": "Issued within one billing cycle following the month in which the request occurred" }, "exclusions": [ "Scheduled maintenance", "Factors outside PlanetScale's reasonable control", "Customer actions (rebooting, scaling, misconfiguration)", "Non-compliance with documentation", "Third-party technology failures", "Single-node clusters and development branches" ], "support": { "tiers": [ "Standard", "Business", "Enterprise" ], "has_24x7": true, "fastest_response": "15 min (P1/Urgent, Enterprise)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": false, "training": false, "pricing": "custom", "source_url": "https://planetscale.com/enterprise", "note": "Enterprise support adds a Slack channel, bi-weekly architecture meetings, optional TAM, and phone escalation. Email + web tickets (all); Enterprise adds Slack + escalation-only phone (not a full phone line). 24x7 P1/P2 at Business & Enterprise. Query analysis, load testing, sharding/migration services. Email + web tickets (all); Enterprise adds Slack + escalation-only phone (not a full phone line). 24x7 P1/P2 at Business & Enterprise. Query analysis, load testing, sharding/migration services." }, "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": [ { "name": "Multi-region", "requirement": "Multi-region database cluster", "uptime": 99.999, "max_credit_percent": null, "sla_url": "https://planetscale.com/legal/planetscale-service-level-agreement" } ], "services": [ { "id": "multi-region", "name": "Multi-Region Database Clusters", "category": "database", "description": "Multi-region production database clusters", "sla_url": "https://planetscale.com/legal/planetscale-service-level-agreement", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "single-region", "name": "Single-Region Database Clusters", "category": "database", "description": "Single-region production database clusters", "sla_url": "https://planetscale.com/legal/planetscale-service-level-agreement", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "PlanetScale is a Database & Data Infrastructure provider. See the official SLA at [https://planetscale.com/legal/sla](https://planetscale.com/legal/sla).\n\n" }, { "slug": "postman", "name": "Postman", "vendor": "Postman", "website": "https://www.postman.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.postman.com/legal/enterprise-sla/", "last_verified": "2026-06-23", "sla_status": "termination", "sla_status_label": "Termination-only", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "termination", "label": "No service credit", "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "termination_with_refund", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://support.postman.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 Support" ], "has_24x7": false, "fastest_response": "1 hour (critical, Premium add-on)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": true, "pricing": "custom", "source_url": "https://www.postman.com/pricing/", "note": "Enterprise support 24x5 PT; onboarding and training available as paid services. Standard Enterprise support is 24x5 email/portal (1 business day); phone/chat and 24x7 require the paid Premium Support add-on." }, "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": "mock-servers", "name": "Mock Servers", "category": "api-mocking", "description": "API mock servers", "sla_url": "https://www.postman.com/legal/enterprise-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api-client", "name": "Postman API Client", "category": "api-testing", "description": "API testing and development", "sla_url": "https://www.postman.com/legal/enterprise-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "collections", "name": "Postman Collections", "category": "api-documentation", "description": "API collections and docs", "sla_url": "https://www.postman.com/legal/enterprise-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "flows", "name": "Postman Flows", "category": "api-orchestration", "description": "Visual API workflows", "sla_url": "https://www.postman.com/legal/enterprise-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "monitors", "name": "Postman Monitors", "category": "api-monitoring", "description": "Scheduled API monitoring", "sla_url": "https://www.postman.com/legal/enterprise-sla/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Postman is a DevOps & Development provider. See the official SLA at [https://www.postman.com/legal/enterprise-sla/](https://www.postman.com/legal/enterprise-sla/).\n\n" }, { "slug": "postmark", "name": "Postmark", "vendor": "ActiveCampaign, LLC", "website": "https://postmarkapp.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.activecampaign.com/legal/service-level-agreement", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "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": true, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 10, "deadline_basis": "month_end", "business_days": true, "method": "Support ticket", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Maintenance Time excluded from availability calculation", "Excluded Time excluded from availability calculation", "Whether SLA explicitly covers Postmark (vs. ActiveCampaign platform) not confirmed verbatim" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "postmark-transactional-email", "name": "Postmark Transactional Email", "category": "developer-tools", "description": "Transactional email delivery service for developers, with fast delivery and detailed analytics", "sla_url": "https://www.activecampaign.com/legal/service-level-agreement", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Postmark (ActiveCampaign, LLC — acquired by ActiveCampaign) is a transactional email delivery service for developers. The governing SLA is ActiveCampaign's published SLA (updated January 30, 2025), which commits to 99.5% availability per reporting period. Credits are applied dollar-for-dollar against the next period's invoice and must be claimed within 10 business days of the reporting period end. Whether the SLA explicitly covers Postmark as a named service requires verification with ActiveCampaign." }, { "slug": "power-bi", "name": "Microsoft Power BI", "vendor": "Microsoft Corporation", "website": "https://powerbi.microsoft.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "pro", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 25 }, { "below": 99, "credit": 50 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Support ticket", "url": "https://support.microsoft.com/en-us/", "required_evidence": [ "Detailed description of the incident", "Time and duration of downtime", "Affected resource names", "Number and location of affected users", "Description of errors during the incident" ], "review_days": null, "credit_application": "Applied to future charges as account credit; non-refundable" }, "exclusions": [ "Scheduled downtime (5+ days advance notice provided)", "Factors outside Microsoft's reasonable control", "Customer or third-party hardware or software", "Customer actions or inactions", "Beta or trial services" ], "support": null, "support_tiers": [ { "name": "Microsoft 365 Business", "slug": "microsoft-365-business", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "power-bi-pro", "name": "Power BI Pro", "category": "analytics-and-bi", "description": "Per-user BI and collaboration service (Microsoft Online Service)", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "power-bi-premium", "name": "Power BI Premium", "category": "analytics-and-bi", "description": "Dedicated capacity for large-scale BI and reporting (Microsoft Online Service)", "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "power-bi-embedded", "name": "Power BI Embedded", "category": "analytics-and-bi", "description": "Embedded analytics capacity provisioned as an Azure resource", "sla_url": "https://azure.microsoft.com/en-us/support/legal/sla/power-bi-embedded/v1_1/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Microsoft Power BI offers a 99.9% monthly uptime SLA under the Microsoft Volume Licensing Service Level Agreement for Online Services (June 2026). Power BI Pro carries the most generous credit structure at 25/50/100%; Power BI Premium and Embedded use a two-tier table (10/25%). Claims must be filed by the end of the calendar month following the incident month via Microsoft Support." }, { "slug": "prefect", "name": "Prefect", "vendor": "Prefect Technologies, Inc.", "website": "https://www.prefect.io", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.prefect.io/legal/saas-agreement", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "All legal pages return HTTP 403 — SLA terms not publicly accessible", "Published uptime figures (99.99% Enterprise, 99.9% Pro) are NOT confirmed from primary legal documents", "Prefect''s \"SLA\" product feature is a workflow-level monitoring tool, not a platform availability SLA", "Beta/POC offerings explicitly excluded from all support, indemnity, liability, and remedies" ], "support": null, "support_tiers": [ { "name": "Pro", "slug": "pro", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "prefect-cloud", "name": "Prefect Cloud", "category": "developer-tools", "description": "Managed workflow orchestration platform built on the open-source Prefect engine for data pipeline management", "sla_url": "https://www.prefect.io/legal/saas-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Prefect (Prefect Technologies, Inc., Delaware; Washington, DC) is a managed workflow orchestration platform. All legal pages return HTTP 403 — no SLA terms are publicly accessible. Published uptime figures (99.99% Enterprise, 99.9% Pro) appear in marketing sources but are not confirmed verbatim from any primary legal document. Note: Prefect's \"SLA\" product feature is a workflow-level monitoring tool for customer flow runs, distinct from a contractual platform availability SLA. Beta and POC offerings are explicitly excluded from all support and liability." }, { "slug": "proofpoint", "name": "Proofpoint", "vendor": "Proofpoint", "website": "https://www.proofpoint.com/us", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.proofpoint.com/us/legal/license", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.999, "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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.999, "credit": 25 }, { "below": 99, "credit": 50 }, { "below": 98, "credit": 100 } ] }, "claim_process": { "deadline_days": 5, "deadline_basis": "incident_date", "business_days": true, "method": "Support ticket", "url": "https://www.proofpoint.com/us/legal/license", "required_evidence": [ "Specific SLA claimed", "Incident details and timeframes", "Number of impacted users", "Affected email with original Proofpoint headers (if requested)", "Ping and trace routes" ], "review_days": null, "credit_application": "Applied to next subscription period fees" }, "exclusions": [ "Scheduled Maintenance Window", "Emergency Maintenance", "Force Majeure events", "Use of the Service outside the scope of the Agreement", "Customer equipment or third-party software/hardware/network outside Proofpoint's data center", "Customer failure to meet configuration requirements", "End-of-life products or software versions" ], "support": { "tiers": [ "Standard", "Platinum", "Premium" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": false, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.proofpoint.com/us/support/technical-support-offerings", "note": "Platinum adds 24/7 phone for P1; Premium adds a designated TAM and proactive service. Portal 24/7; phone for P1 is business hours (Platinum) or 24x7x365 (Premium). Named TAM at Premium. (Note: Premium > Platinum.)" }, "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": "archive", "name": "Enterprise Archive", "category": "compliance", "description": "Email archiving and eDiscovery", "sla_url": "https://www.proofpoint.com/sites/default/files/general_terms_hosted_services_sla_-_mar_2016.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "essentials", "name": "Proofpoint Essentials", "category": "email-security", "description": "Email filtering and protection", "sla_url": "https://www.proofpoint.com/sites/default/files/legal-documents/pfpt-en-proofpoint-essentials-sla.pdf", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sat", "name": "Security Awareness Training", "category": "training", "description": "Phishing simulation and training", "sla_url": "https://www.proofpoint.com/us/legal/license", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "tap", "name": "Targeted Attack Protection", "category": "threat-protection", "description": "Advanced threat protection", "sla_url": "https://www.proofpoint.com/us/legal/license", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "trap", "name": "Threat Response", "category": "incident-response", "description": "Automated threat response", "sla_url": "https://www.proofpoint.com/us/legal/license", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Proofpoint is a Security & Identity provider. See the official SLAs at [https://www.proofpoint.com/us/legal/license](https://www.proofpoint.com/us/legal/license).\n\n" }, { "slug": "qdrant", "name": "Qdrant", "vendor": "Qdrant Solutions GmbH", "website": "https://qdrant.tech", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://cloud.qdrant.io/sla", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.5, "credit": 10 }, { "below": 99, "credit": 15 }, { "below": 98.5, "credit": 25 } ] }, "claim_process": { "deadline_days": 1, "deadline_basis": "incident_date", "business_days": true, "method": "Support Ticket", "url": "https://qdrant.tech/contact-us/", "required_evidence": [ "Account/Project ID", "Affected service", "Incident timestamps", "Impact evidence" ], "review_days": 30, "credit_application": "Applied to future invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": true, "fastest_response": "1 hour (Sev1, Premium)", "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://cloud.qdrant.io/sla", "note": "Email + JSM ticket portal; Premium adds private Slack/Discord and is 24/7 (Standard business hours, no phone). Limited scaling-consultation services via sales. Email + JSM ticket portal; Premium adds private Slack/Discord and is 24/7 (Standard business hours, no phone). Limited scaling-consultation services via sales." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "oss", "name": "Qdrant (OSS)", "category": "ai", "description": "Open-source vector search engine", "sla_url": "https://qdrant.tech", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud", "name": "Qdrant Cloud", "category": "ai", "description": "Managed SaaS vector database", "sla_url": "https://cloud.qdrant.io", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hybrid", "name": "Qdrant Hybrid Cloud", "category": "ai", "description": "Managed plane in your environment", "sla_url": "https://qdrant.tech", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Qdrant is an AI & Machine Learning provider. See the SLA/terms at [https://cloud.qdrant.io/sla](https://cloud.qdrant.io/sla)." }, { "slug": "qlik", "name": "Qlik", "vendor": "Qlik", "website": "https://www.qlik.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf", "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": 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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 30 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 15, "deadline_basis": "non_availability_period", "business_days": false, "method": "Support Portal (open a Support Case designated as a Service Credit request)", "url": "https://community.qlik.com/t5/Support/ct-p/qlikSupport", "required_evidence": [ "Dates, times and duration of each incident of non-Availability", "Detailed description of events and corroborating documentation", "Number and location(s) of affected users", "Description of customer attempts to resolve at time of occurrence" ], "review_days": null, "credit_application": "Applied to customer's next annual invoice following final determination" }, "exclusions": [ "Scheduled maintenance not exceeding 2 hours per calendar month", "Force majeure (natural disaster, war, acts of terror, acts of government, civil unrest)", "Customer-controlled hardware, equipment, software, or network issues", "Customer Internet or ISP issues, VPN issues, email/DNS availability", "Authentication issues due to changes in customer's authentication mechanism", "Deactivation/suspension of a Customer Managed Key", "Suspension of customer's Services User Account access", "Qlik-permitted suspension/termination or customer breach of agreement", "Customer's failure to purchase adequate capacity", "Intentional misuse of Qlik Cloud by customer", "Beta, limited availability, and Early Access Program (EAP) products and features" ], "support": { "tiers": [ "Base", "Standard", "Signature" ], "has_24x7": true, "fastest_response": "30 min (Sev1)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.qlik.com/us/services", "note": "Signature Success includes a CSM, 24/7 senior engineers, and a 15-min critical-response target. Sev1 30-min response 24x7x365 for all Enterprise Support (Sev2/3 business hours). Signature Success assigns a Customer Success Engineer; Qlik Consulting Services with SoW terms. (Prior 15-min figure was wrong.)" }, "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": "application-automation", "name": "Qlik Application Automation", "category": "automation", "description": "No-code automation workflows", "sla_url": "https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "automl", "name": "Qlik AutoML", "category": "machine-learning", "description": "Automated machine learning", "sla_url": "https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "data-integration", "name": "Qlik Data Integration", "category": "data-integration", "description": "Data pipeline and transformation", "sla_url": "https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sense", "name": "Qlik Sense", "category": "business-intelligence", "description": "Data analytics and visualization", "sla_url": "https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Qlik is a Business Intelligence provider. See the official SLA at [https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf](https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf).\n\nQlik Cloud commits to a 99.9% monthly Uptime Percentage. Service Credits are tiered: 10% of monthly charges for uptime below 99.9% (>=99.0%), 30% below 99.0% (>=95.0%), and 100% below 95.0%. Credits are not automatic, customers must open a Support Case designated as a Service Credit request via the Support Portal within 15 days of the suspected non-Availability period, and credits are applied to the next annual invoice. Per the SLA (v.2025.03.13).\n\n" }, { "slug": "qualtrics", "name": "Qualtrics", "vendor": "Qualtrics", "website": "https://www.qualtrics.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement-2026/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.93, "max_credit_percent": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.93, "credit": 5 }, { "below": 99.72, "credit": 7.5 }, { "below": 99.44, "credit": 10 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.qualtrics.com/support/", "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", "Enterprise Support", "Advanced XM Success", "ManagedXM" ], "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": "custom", "source_url": "https://www.qualtrics.com/support/getting-started-qualtrics/support-portal/program-strategy-enablement/", "note": "Success Packages include a Technical Success Manager, XM Scientist office hours, coaching, and audits. Standard email/phone is 24x7 (Enterprise email/phone is Sun 5pm-Fri 5pm MT; chat weekday-only). No published severity response SLA. TSM for Enterprise/Success Package customers; onboarding/training/implementation." }, "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": "bx", "name": "BrandXM", "category": "brand", "description": "Brand experience management", "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement-2026/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cx", "name": "CustomerXM", "category": "cx", "description": "Customer experience management", "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement-2026/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ex", "name": "EmployeeXM", "category": "ex", "description": "Employee experience management", "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement-2026/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "px", "name": "ProductXM", "category": "product", "description": "Product experience management", "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement-2026/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "research", "name": "Research Core", "category": "research", "description": "Survey and research platform", "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement-2026/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Qualtrics is a Enterprise Software provider. See the official SLA at [https://www.qualtrics.com/legal/customers/service-level-agreement/](https://www.qualtrics.com/legal/customers/service-level-agreement/).\n\n" }, { "slug": "qualys", "name": "Qualys", "vendor": "Qualys, Inc.", "website": "https://www.qualys.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.qualys.com/sla", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "time", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Support ticket", "url": "https://success.qualys.com/customersupport/s/", "required_evidence": [ "Dates and times of service unavailability", "Affected Qualys Cloud Services", "Account details" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled/planned maintenance", "Force majeure events", "Customer-caused connection losses", "Internet disruptions outside Qualys SOC control" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "qualys-cloud-platform", "name": "Qualys Cloud Security Platform", "category": "security-and-identity", "description": "Cloud-based vulnerability management, compliance, and threat detection (VM, PC, WAS, CS)", "sla_url": "https://www.qualys.com/sla", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Qualys (Qualys, Inc., NASDAQ: QLYS) provides cloud-based vulnerability management and security compliance. The SLA commits to 99.5% monthly uptime with a **time-based credit** (1-week subscription extension per breach month) rather than a percentage-of-fees credit. If missed for three consecutive months, customers gain a termination right with pro-rata refund of prepaid fees." }, { "slug": "quickbooks", "name": "QuickBooks", "vendor": "QuickBooks", "website": "https://www.quickbooks.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.intuit.com/legal/terms/en-us/quickbooks/online/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://quickbooks.intuit.com/learn-support/en-us/", "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", "Priority Circle" ], "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": "included", "source_url": "https://quickbooks.intuit.com/priority-circle/", "note": "Priority Circle included with Enterprise and Online Advanced; premium care specialists plus a training library. Phone + chat with live experts; standard plans business hours, 24/7 only on Advanced/Desktop Enterprise (Priority Circle), which also bundles ~$3,000 of training." }, "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": "api", "name": "QuickBooks API", "category": "apis", "description": "Developer API", "sla_url": "https://quickbooks.intuit.com/global/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "online", "name": "QuickBooks Online", "category": "accounting", "description": "Cloud accounting", "sla_url": "https://quickbooks.intuit.com/global/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payments", "name": "QuickBooks Payments", "category": "payments", "description": "Payment processing", "sla_url": "https://quickbooks.intuit.com/global/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payroll", "name": "QuickBooks Payroll", "category": "payroll", "description": "Payroll processing", "sla_url": "https://quickbooks.intuit.com/global/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "QuickBooks is a Finance & Payments provider. Intuit does not publish a public uptime SLA with service credits for QuickBooks Online; the Terms of Service provide the Platform \"as-is\" and disclaim availability. See the official terms at [https://www.intuit.com/legal/terms/en-us/quickbooks/online/](https://www.intuit.com/legal/terms/en-us/quickbooks/online/).\n\n" }, { "slug": "railway", "name": "Railway", "vendor": "Railway Corp.", "website": "https://railway.app", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://railway.app/legal/terms", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Enterprise SLA terms not publicly accessible", "Hobby and Pro plans have no uptime SLA" ], "support": null, "support_tiers": [ { "name": "Hobby", "slug": "hobby", "price": "Free / $5 per month", "sla_eligible": false, "response_time": null }, { "name": "Pro", "slug": "pro", "price": "$20 per month", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "railway-platform", "name": "Railway Cloud Platform", "category": "paas", "description": "Developer-focused cloud platform for deploying services from GitHub", "sla_url": "https://railway.app/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Railway is a developer-focused cloud deployment platform. Standard Hobby and Pro plans operate without a numeric uptime SLA. Enterprise plans reportedly include a 99.5% uptime commitment with billing-cycle credits, but the Enterprise SLA schedule is not publicly published — contact Railway directly for Enterprise SLA terms." }, { "slug": "ramp", "name": "Ramp", "vendor": "Ramp Business Corporation", "website": "https://ramp.com", "category": "fintech-and-payments", "category_name": "Fintech & Payments", "tags": [], "sla_url": "https://ramp.com/legal/terms-of-service", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No publicly accessible SLA document exists", "All ramp.com legal pages return HTTP 403", "No uptime guarantee or credit mechanism found in any indexed source" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Plus", "slug": "plus", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "ramp-spend-management", "name": "Ramp Spend Management Platform", "category": "fintech-and-payments", "description": "Corporate card, expense management, accounts payable, and procurement platform", "sla_url": "https://ramp.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Ramp (Ramp Business Corporation, Delaware; New York, NY) is a corporate card, expense management, and spend management platform. No publicly accessible SLA exists — all legal pages return HTTP 403. No uptime guarantee, credit mechanism, or financial remedy for availability failures was found in any indexed source." }, { "slug": "rapid7", "name": "Rapid7", "vendor": "Rapid7, Inc.", "website": "https://www.rapid7.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.rapid7.com/legal/sla/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 5, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Support ticket", "url": "https://support.rapid7.com", "required_evidence": [ "Written case in Rapid7 Customer Portal", "Dates and times of service unavailability", "Affected Insight Platform services" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Free trial or beta services", "On-premises or hybrid deployments" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "rapid7-insightvm", "name": "Rapid7 InsightVM", "category": "security-and-identity", "description": "Vulnerability management and risk prioritization with live dashboards", "sla_url": "https://www.rapid7.com/legal/sla/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "rapid7-insightidr", "name": "Rapid7 InsightIDR", "category": "security-and-identity", "description": "Cloud SIEM and XDR for threat detection and incident response", "sla_url": "https://www.rapid7.com/legal/sla/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "rapid7-insightappsec", "name": "Rapid7 InsightAppSec", "category": "security-and-identity", "description": "Dynamic application security testing (DAST) for web applications", "sla_url": "https://www.rapid7.com/legal/sla/", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Rapid7 (Rapid7, Inc., NASDAQ: RPD) provides cloud security products including InsightVM, InsightIDR, InsightAppSec, InsightCloudSec, and others. The SLA commits to 99.95% monthly system availability with a pro-rated credit equal to the affected month's proportion of annual fees. Credits are the sole and exclusive remedy." }, { "slug": "razorpay", "name": "Razorpay", "vendor": "Razorpay Payments Private Limited", "website": "https://razorpay.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://razorpay.com/terms/", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "India", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Services provided on as-is basis", "No uptime warranty in standard Terms of Service" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "razorpay-payment-gateway", "name": "Razorpay Payment Gateway", "category": "finance-and-payments", "description": "Payment gateway and financial services platform for Indian businesses", "sla_url": "https://razorpay.com/terms/", "uptime": null, "uptime_scope": "India", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Razorpay (Razorpay Payments Private Limited, India) is India's leading payment gateway. The standard Terms of Service provide no numeric uptime commitment or credit remedy — services are provided on an as-is basis. Contact Razorpay directly for any enterprise-level SLA terms." }, { "slug": "recurly", "name": "Recurly", "vendor": "Recurly, Inc.", "website": "https://recurly.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://recurly.com/legal/sla/", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "per_hour", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 5, "deadline_basis": "incident_date", "business_days": true, "method": "Email", "url": null, "required_evidence": [ "Written notice of downtime", "Time and duration of downtime" ], "review_days": null, "credit_application": null }, "exclusions": [ "System Maintenance windows", "Payment Gateway Outages", "Force Majeure Events", "Partial hours of downtime (only full hours credited)", "Merchants without a separate agreement referencing this SLA" ], "support": null, "support_tiers": [ { "name": "Core", "slug": "core", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Professional", "slug": "professional", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Elite", "slug": "elite", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "recurly-subscription-management", "name": "Recurly Subscription Management", "category": "finance-and-payments", "description": "Subscription billing, revenue recovery, and dunning management platform", "sla_url": "https://recurly.com/legal/sla/", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Recurly (Recurly, Inc.) is a subscription management and recurring billing platform. The SLA commits to 99.5% monthly availability with a per-hour credit structure: 10% of affected service fees per full hour of excess downtime, capped at 100% of monthly fees. The 5-business-day claim window is measured from the time of downtime. Credits are non-redeemable for cash and the SLA only applies to merchants with a separate MSA that explicitly references it." }, { "slug": "redis-cloud", "name": "Redis Cloud", "vendor": "Redis Cloud", "website": "https://redis.io", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://redis.io/legal/redis-cloud-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": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": "end_of_second_billing_cycle", "business_days": false, "method": "Support ticket / written request", "url": "https://redis.io/legal/redis-cloud-service-level-agreement/", "required_evidence": [ "\"SLA Credit Request\" in the subject line", "Dates and times of each Downtime incident", "Affected Database name(s), cloud name(s), Workspace location(s), and region(s)", "Logs documenting the errors (with confidential information redacted)", "Description of Customer's attempts to resolve the Downtime" ], "review_days": null, "credit_application": "Service Credit issued toward future Cloud Services" }, "exclusions": [ "Suspension/termination or Preview/Evaluation Services", "Customer or third-party actions, misconfigurations, or unauthorized access", "Force Majeure events, network failures, or third-party service failures", "Customer exceeding Provisioned Workload after notification", "Maintenance or use of outdated versions", "Exceeding quotas or suspected abusive behavior", "Single-instance deployments without replication enabled", "Unsupported platforms, configurations, or third-party modifications" ], "support": { "tiers": [ "Standard", "Production", "Premium" ], "has_24x7": true, "fastest_response": "15 min (P1/Critical, Enterprise)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": false, "success_program": false, "training": true, "pricing": "percent_of_spend", "source_url": "https://redis.io/legal/redis-cloud-service-level-agreement/", "note": "Premium adds 24/7 coverage, a designated TAM, and proactive monitoring; ~10-20% uplift. 24/7 web portal (all); phone is real and 24x7 but Business+ only. TAM from Developer tier. Support policy excludes professional services (sold separately). 24/7 web portal (all); phone is real and 24x7 but Business+ only. TAM from Developer tier. Support policy excludes professional services (sold separately)." }, "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": [ { "name": "Multi-AZ", "requirement": "Multi-AZ deployment with replication", "uptime": 99.99, "max_credit_percent": 25, "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/" }, { "name": "Active-Active", "requirement": "Active-Active geo-replicated deployment", "uptime": 99.999, "max_credit_percent": 25, "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/" } ], "services": [ { "id": "database", "name": "Redis Cloud Database", "category": "database", "description": "Managed Redis database", "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "graph", "name": "Redis Graph", "category": "database", "description": "Graph database", "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "json", "name": "Redis JSON", "category": "database", "description": "Native JSON support", "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "search", "name": "Redis Search", "category": "search", "description": "Full-text search on Redis", "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "timeseries", "name": "Redis Time Series", "category": "database", "description": "Time series data", "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Redis Cloud is a Database & Data Infrastructure provider. See the official SLA at [https://redis.io/legal/redis-cloud-service-level-agreement/](https://redis.io/legal/redis-cloud-service-level-agreement/).\n\n" }, { "slug": "remote-com", "name": "Remote", "vendor": "Remote Technology, Inc.", "website": "https://remote.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://remote.com/policy/terms-of-service", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "escalating", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": "https://remote.com/contact", "required_evidence": [ "Evidence of payroll service metric failure", "Affected country or entity details", "Consecutive payroll cycle breach documentation" ], "review_days": null, "credit_application": null }, "exclusions": [ "US payroll services excluded from SLA", "Platform uptime not covered (payroll service quality only)", "Force majeure events", "Customer-caused delays" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "remote-global-payroll", "name": "Remote Global Payroll", "category": "hr-and-people-operations", "description": "International payroll processing and compliance for distributed teams", "sla_url": "https://remote.com/policy/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "remote-eor", "name": "Remote Employer of Record", "category": "hr-and-people-operations", "description": "Global employer of record services for international hiring and compliance", "sla_url": "https://remote.com/policy/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Remote (Remote Technology, Inc.) provides global HR, payroll, and employer-of-record services. The SLA covers **payroll service quality** (accuracy and timeliness), not platform uptime — credits are tied to consecutive payroll processing failures: 10% for 2 consecutive failures within 6 months, 15% for 3 consecutive, capped at 25% of annual payroll fees. US payroll is excluded. No platform uptime commitment confirmed." }, { "slug": "render", "name": "Render", "vendor": "Render Services, Inc.", "website": "https://render.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://render.com/legal/terms", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "none", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact support", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Services provided on an as-is basis with no uptime warranty" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Team", "slug": "team", "price": "Subscription", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "render-cloud", "name": "Render Cloud Platform", "category": "paas", "description": "Cloud platform for hosting web services, static sites, databases, and cron jobs", "sla_url": "https://render.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Render is a developer-focused cloud hosting platform for deploying web services, APIs, databases, and static sites. The Terms of Service contain standard \"as is\" disclaimers with no numeric uptime commitment or service credit structure. No public SLA exists for Render's plans." }, { "slug": "replicate", "name": "Replicate", "vendor": "Replicate, LLC (Cloudflare)", "website": "https://replicate.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://replicate.com/terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://replicate.com/support", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://replicate.com/enterprise", "note": "Community Discord/Slack + email/portal for paid; Enterprise adds priority support + a dedicated AM and qualitative \"SLAs that meet your requirements\" (no numbers). Informal expert guidance. Community Discord/Slack + email/portal for paid; Enterprise adds priority support + a dedicated AM and qualitative \"SLAs that meet your requirements\" (no numbers). Informal expert guidance." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "api", "name": "Run Models via API", "category": "ai", "description": "50,000+ community + official models", "sla_url": "https://replicate.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "deployments", "name": "Deployments", "category": "ai", "description": "Private dedicated endpoints with scaling", "sla_url": "https://replicate.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "finetune", "name": "Fine-Tuning", "category": "ai", "description": "LoRA / model fine-tuning", "sla_url": "https://replicate.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cog", "name": "Cog", "category": "ai", "description": "Open-source model packaging tool", "sla_url": "https://replicate.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Replicate is an AI & Machine Learning provider. See the SLA/terms at [https://replicate.com/terms](https://replicate.com/terms)." }, { "slug": "retool", "name": "Retool", "vendor": "Retool, Inc.", "website": "https://retool.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://retool.com/legal/customer-terms-of-service", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No public uptime SLA", "SLA terms in enterprise Order Form only" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Team", "slug": "team", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Business", "slug": "business", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "retool-platform", "name": "Retool Internal Tools Platform", "category": "developer-tools", "description": "Low-code platform for building internal tools, admin panels, and business applications", "sla_url": "https://retool.com/legal/customer-terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Retool (Retool, Inc.) is a low-code platform for building internal tools and admin panels. No public SLA exists — enterprise SLA terms are specified in the customer Order Form and require direct negotiation. Contact Retool enterprise sales for custom uptime commitments." }, { "slug": "ringcentral", "name": "RingCentral", "vendor": "RingCentral", "website": "https://www.ringcentral.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.ringcentral.com/legal/ringex-service-attachment.html", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.999, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "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": "incident_date", "business_days": false, "method": "Support", "url": "https://support.ringcentral.com", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard", "Premium Support", "Enterprise Support" ], "has_24x7": true, "fastest_response": "15 min (L1 Critical)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": false, "training": true, "pricing": "flat", "source_url": "https://www.ringcentral.com/legal/advancedsupport-service-attachment.html", "note": "Premium Support add-on adds a TAM; Enterprise Support adds priority routing. Advanced Support is a 24x7 global service with a designated remote TAM and monthly TASC consultation hours. Advanced Support is a 24x7 global service with a designated remote TAM and monthly TASC consultation hours." }, "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": "contact-center", "name": "RingCentral Contact Center", "category": "ccaas", "description": "Contact center solution", "sla_url": "https://www.ringcentral.com/legal/ringex-service-attachment.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "engage", "name": "RingCentral Engage", "category": "digital-engagement", "description": "Digital customer engagement", "sla_url": "https://www.ringcentral.com/legal/ringex-service-attachment.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "mvp", "name": "RingCentral MVP", "category": "ucaas", "description": "Message, video, phone platform", "sla_url": "https://www.ringcentral.com/legal/ringex-service-attachment.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "video", "name": "RingCentral Video", "category": "video", "description": "Video conferencing", "sla_url": "https://www.ringcentral.com/legal/ringex-service-attachment.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "RingCentral is a Communication & Collaboration provider. See the official RingEX Service Attachment at [https://www.ringcentral.com/legal/ringex-service-attachment.html](https://www.ringcentral.com/legal/ringex-service-attachment.html). Note: as of 2026-06-19 RingCentral does not appear to publish a standalone public RingEX/MVP SLA document; the prior SLA URL (last-version-sla.html) returns 404, and SLA uptime/credit terms are provided contractually per Order Form. SLA figures below are unverified pending a confirmed source.\n\n" }, { "slug": "rippling", "name": "Rippling", "vendor": "Rippling", "website": "https://www.rippling.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://www.rippling.com/company/contact", "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" ], "has_24x7": false, "fastest_response": "~30 sec median (live chat); ~2 hr median email", "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.rippling.com/support-status", "note": "Premium tier adds a dedicated account manager; published metrics are not SLA-backed. Live chat + email/web + screen-share calls (no phone line); no dedicated CSM on the standard support page (HR Help Desk is a paid add-on). Median figures are vendor stats, not an 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": "benefits", "name": "Rippling Benefits", "category": "hr", "description": "Benefits administration", "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "finance", "name": "Rippling Finance Cloud", "category": "finance", "description": "Expense and corporate cards", "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hr", "name": "Rippling HR Cloud", "category": "hr", "description": "HR management", "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "it", "name": "Rippling IT Cloud", "category": "it", "description": "Device and app management", "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payroll", "name": "Rippling Payroll", "category": "payroll", "description": "Payroll processing", "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Rippling is a HR & People Operations provider. Rippling does not publish a public uptime SLA or service-credit commitment; its Customer Terms of Service explicitly disclaims any specified service level. See the official terms at [https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html](https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html).\n\n" }, { "slug": "rubrik", "name": "Rubrik", "vendor": "Rubrik, Inc.", "website": "https://www.rubrik.com", "category": "storage-and-backup", "category_name": "Storage & Backup", "tags": [], "sla_url": "https://www.rubrik.com/content/dam/rubrik/en/resources/policy/rubrik-service-agreement.pdf", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "days_extension", "remedy": "service_extension", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "month_end", "business_days": false, "method": "Support ticket", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Credits are additional service days at renewal only — no cash, no invoice credits", "Free Trials explicitly excluded", "Customer unauthorized action or inaction excluded", "Force majeure and cloud service provider failures outside Rubrik control", "Use of services or software not provided by Rubrik", "Credit day schedule (days per uptime band) not publicly confirmed" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "rubrik-cloud-data-management", "name": "Rubrik Security Cloud", "category": "storage-and-backup", "description": "Cloud data management, backup, and cyber recovery platform with ransomware protection", "sla_url": "https://www.rubrik.com/content/dam/rubrik/en/resources/policy/rubrik-service-agreement.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Rubrik (Rubrik, Inc.; NYSE: RBRK; Palo Alto, CA) is a cloud data management and cyber recovery platform. The SLA guarantees 99.9% monthly service availability, measured as login access to the Rubrik Service. Credits are additional service days appended at subscription renewal — not cash or invoice credits — capped at a maximum of 2 months of fees in aggregate. Claims must be submitted via support case within 30 days of month-end. Free trials are explicitly excluded. The specific credit day schedule per uptime band is not publicly indexed." }, { "slug": "runway", "name": "Runway", "vendor": "Runway AI, Inc.", "website": "https://runwayml.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://runwayml.com/terms-of-use", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://runwayml.com/contact", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": "same business day (Full-service Enterprise)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://help.runwayml.com/hc/en-us/articles/37784857333011", "note": "Email/Help Center + in-app priority + Discord; Full-service Enterprise adds a dedicated account team + weekly live office hours (no phone). Same-business-day = business hours. Custom training/onboarding. Email/Help Center + in-app priority + Discord; Full-service Enterprise adds a dedicated account team + weekly live office hours (no phone). Same-business-day = business hours. Custom training/onboarding." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "gen4", "name": "Gen-4 / Gen-4 Turbo", "category": "ai", "description": "Text/image-to-video generation", "sla_url": "https://runwayml.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "Runway API", "category": "ai", "description": "Generative video/image at scale", "sla_url": "https://docs.dev.runwayml.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "tools", "name": "Act-One / Motion tools", "category": "ai", "description": "Performance capture and editing", "sla_url": "https://runwayml.com", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Runway is an AI & Machine Learning provider. See the SLA/terms at [https://runwayml.com/terms-of-use](https://runwayml.com/terms-of-use)." }, { "slug": "salesforce-commerce", "name": "Salesforce Commerce Cloud", "vendor": "Salesforce, Inc.", "website": "https://www.salesforce.com/commerce/", "category": "e-commerce", "category_name": "E-commerce", "tags": [], "sla_url": "https://www.salesforce.com/company/legal/customer-agreements/", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Order Form negotiation", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "All SLA terms must be expressly negotiated in the Order Form" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Premier", "slug": "premier", "price": "Custom", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "salesforce-b2c-commerce", "name": "Salesforce B2C Commerce Cloud", "category": "e-commerce", "description": "Enterprise digital commerce platform (formerly Demandware)", "sla_url": "https://www.salesforce.com/company/legal/customer-agreements/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "salesforce-b2b-commerce", "name": "Salesforce B2B Commerce Cloud", "category": "e-commerce", "description": "Enterprise B2B digital commerce platform built on Salesforce Platform", "sla_url": "https://www.salesforce.com/company/legal/customer-agreements/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Salesforce Commerce Cloud is an enterprise e-commerce platform (formerly Demandware). The Master Subscription Agreement uses \"commercially reasonable efforts\" language with no published hard uptime target or credit structure. SLA terms for Commerce Cloud must be negotiated in enterprise Order Forms and are not publicly available — contact Salesforce directly." }, { "slug": "salesforce", "name": "Salesforce", "vendor": "Salesforce, Inc.", "website": "https://www.salesforce.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://www.salesforce.com/company/legal/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_billing_month", "business_days": false, "method": "Salesforce Support", "url": "https://help.salesforce.com/s/?language=en_US", "required_evidence": [ "Organization ID", "Affected services", "Incident timestamps", "User impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer configurations", "Sandbox environments", "Beta/Preview features", "Third-party integrations" ], "support": { "tiers": [ "Standard", "Premier", "Signature" ], "has_24x7": true, "fastest_response": "1 hour (Sev1, Premier/Signature)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.salesforce.com/services/success-plans/", "note": "Premier (roughly 30 percent of license) and Signature (custom) add 24x7 support and faster Sev1 targets; Signature adds a designated CSM, annual technical health review, and architect reviews. Salesforce publishes no credited uptime SLA, and support response times are targets. Sev1/Sev2 24/7 + 24/7 phone on Premier/Signature (Standard is ~2 business days, not 24/7). Signature designates a technical account team. (Prior 15-min figure was unsupported.) Sev1/Sev2 24/7 + 24/7 phone on Premier/Signature (Standard is ~2 business days, not 24/7). Signature designates a technical account team. (Prior 15-min figure was unsupported.)" }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": "< 2 business days" }, { "name": "Premier", "slug": "premier", "price": "30% of license fees", "sla_eligible": true, "response_time": "< 1 hour" }, { "name": "Signature", "slug": "signature", "price": "Custom", "sla_eligible": true, "response_time": "< 15 minutes" } ], "sla_tiers": [], "services": [ { "id": "sales-cloud", "name": "Sales Cloud", "category": "crm", "description": "Sales automation and CRM", "sla_url": "https://www.salesforce.com/company/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "service-cloud", "name": "Service Cloud", "category": "customer-service", "description": "Customer service platform", "sla_url": "https://www.salesforce.com/company/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "marketing-cloud", "name": "Marketing Cloud", "category": "marketing", "description": "Digital marketing platform", "sla_url": "https://www.salesforce.com/company/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "commerce-cloud", "name": "Commerce Cloud", "category": "e-commerce", "description": "E-commerce platform", "sla_url": "https://www.salesforce.com/company/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "platform", "name": "Salesforce Platform", "category": "paas", "description": "Application development platform", "sla_url": "https://www.salesforce.com/company/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "heroku", "name": "Heroku", "category": "paas", "description": "Cloud application platform", "sla_url": "https://www.heroku.com/policy/agreements/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Salesforce is a CRM & Marketing provider. See the official SLA at [https://www.salesforce.com/company/legal/agreements/](https://www.salesforce.com/company/legal/agreements/).\n\n" }, { "slug": "sanity", "name": "Sanity", "vendor": "Sanity", "website": "https://www.sanity.com", "category": "content-and-media", "category_name": "Content & Media", "tags": [], "sla_url": "https://www.sanity.io/legal/sla", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.sanity.io/contact", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": null, "credit_application": "Applied against fees for a Renewal Term or extends the current Subscription term; not exchangeable for monetary amounts" }, "exclusions": [ "Scheduled maintenance and upgrades", "Third-party system interruptions", "Beta or trial services", "Acts or omissions of Subscriber or third parties", "Subscriber or third-party hardware or software" ], "support": { "tiers": [ "Free", "Growth", "Enterprise" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.sanity.io/enterprise", "note": "Enterprise includes a dedicated Slack channel with engineers; response times are targets. Enterprise: dedicated Slack/Teams channel + email + check-in calls (no phone). 24/7 is platform monitoring, not a support-response commitment. Solutions engineer guides implementation/migration/training." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 2 hours" } ], "sla_tiers": [], "services": [ { "id": "cdn", "name": "Asset CDN", "category": "media", "description": "Image and file CDN", "sla_url": "https://www.sanity.io/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "content-lake", "name": "Content Lake", "category": "cms", "description": "Real-time content database", "sla_url": "https://www.sanity.io/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "Sanity API", "category": "cms", "description": "GROQ and GraphQL APIs", "sla_url": "https://www.sanity.io/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "studio", "name": "Sanity Studio", "category": "cms", "description": "Content editing studio", "sla_url": "https://www.sanity.io/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Sanity is a Content & Media provider. See the official SLA at [https://www.sanity.io/legal/sla](https://www.sanity.io/legal/sla).\n\nSanity's uptime SLA is Enterprise-only (Enterprise E1: 99.9%; Enterprise E2: 99.95%). The single service credit is 10% of (Annual Service Fee / 12) when monthly availability falls between 99.9% and 99.95%; there are no further tiers and no 100% credit cap. Credits must be claimed within 30 days, are applied against Renewal Term fees (or extend the subscription), and are not exchangeable for cash. Standard plan has no SLA.\n\n" }, { "slug": "sap", "name": "SAP", "vendor": "SAP", "website": "https://www.sap.com/index.html", "category": "enterprise-and-operations", "category_name": "Enterprise & Operations", "tags": [], "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.7, "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": "linear", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": "\"Credit\" means 2% of the Monthly Subscription Fees for each 1% below the System Availability SLA, not to exceed 100% of the fees paid (v8-2023).", "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_month", "business_days": true, "method": "Documented support case (SAP ONE Support)", "url": "https://support.sap.com/en/index.html", "required_evidence": [ "Documented support case" ], "review_days": null, "credit_application": "Applied to a future invoice for the affected Cloud Service" }, "exclusions": [ "Maintenance Window (scheduled weekly maintenance)", "Major Upgrade Window notified at least 5 business days in advance", "Factors outside SAP's reasonable control (unforeseeable events)" ], "support": { "tiers": [ "Standard", "Enterprise Support", "Preferred Success", "ActiveAttention", "MaxAttention" ], "has_24x7": true, "fastest_response": "1 hour (Very High/P1, Enterprise Support, 24x7)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://support.sap.com/en/offerings-programs.html", "note": "Enterprise Support priced as a percentage of license; premium engagements add designated SAP contacts. Targets, not credit-backed. Enterprise Support Mission Critical: 1-hour P1 initial response (contractual). MaxAttention/Preferred Care add a dedicated team." }, "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": [ { "name": "BTP High Availability", "requirement": "Paid High Availability option (HANA Cloud, ASE, etc.)", "uptime": 99.95, "max_credit_percent": null, "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/sap-business-technology-platform-supplement-english-v11-2025.pdf" } ], "services": [ { "id": "analytics-cloud", "name": "SAP Analytics Cloud", "category": "bi", "description": "Business analytics", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba", "name": "SAP Ariba", "category": "procurement", "description": "Procurement network", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba-contracts", "name": "SAP Ariba Contracts", "category": "contract-management", "description": "Contract lifecycle management", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba-procurement", "name": "SAP Ariba Procurement", "category": "procurement", "description": "Procurement operations", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba-sourcing", "name": "SAP Ariba Sourcing", "category": "sourcing", "description": "Strategic sourcing", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba-supplier-management", "name": "SAP Ariba Supplier Management", "category": "supplier-management", "description": "Supplier information and risk", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "btp", "name": "SAP BTP", "category": "paas", "description": "Business technology platform", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ariba-network", "name": "SAP Business Network", "category": "b2b-network", "description": "Business-to-business collaboration", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "concur", "name": "SAP Concur", "category": "expense-management", "description": "Travel and expense", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "s4hana", "name": "SAP S/4HANA Cloud", "category": "erp", "description": "Intelligent ERP cloud", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "successfactors", "name": "SAP SuccessFactors", "category": "hcm", "description": "Human capital management", "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "SAP is a Enterprise Software provider. See the official SLA at [Service Level Agreement for SAP Cloud Services (v8-2023)](https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf).\n\nThe standard System Availability SLA is 99.7% per month. Credits equal 2% of Monthly Subscription Fees for each 1% below the SLA, up to 100% of fees. Claims must be made via a documented support case within 30 business days after the end of the affected month. SAP BTP and several flagship cloud services carry a 99.9% SLA per the SAP Business Technology Platform Supplement (v11-2025).\n\n" }, { "slug": "sauce-labs", "name": "Sauce Labs", "vendor": "Sauce Labs", "website": "https://saucelabs.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://saucelabs.com/doc/service-specific-terms", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://saucelabs.com/contact-us", "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": [ "Essential", "Professional", "Premium" ], "has_24x7": true, "fastest_response": "1 hour (Sev-1, Premium tier)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://saucelabs.com/enterprise-support", "note": "Premium adds a private Slack channel and a designated TAM queue. Targets, not credit-backed." }, "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": "saucelabs-api", "name": "API Testing", "category": "testing", "description": "API testing platform", "sla_url": "https://saucelabs.com/doc/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "saucelabs-mobile", "name": "Mobile Testing", "category": "testing", "description": "Mobile app testing", "sla_url": "https://saucelabs.com/doc/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "saucelabs-visual", "name": "Visual Testing", "category": "testing", "description": "Visual regression testing", "sla_url": "https://saucelabs.com/doc/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "saucelabs-web", "name": "Web Testing", "category": "testing", "description": "Cross-browser web testing", "sla_url": "https://saucelabs.com/doc/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Sauce Labs is a DevOps & Development provider. As of 2026-06-19, Sauce Labs does not appear to publish a public uptime SLA with service credits; its current official terms ([Service-Specific Terms](https://saucelabs.com/doc/service-specific-terms), [Terms of Service](https://saucelabs.com/doc/terms-of-service), and [Support Policy](https://saucelabs.com/doc/support-policy)) define only support response-time tiers. The numeric SLA fields in this record are unverified and flagged for review.\n\n" }, { "slug": "scaleway", "name": "Scaleway", "vendor": "Scaleway SAS", "website": "https://www.scaleway.com/en/", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.scaleway.com/en/virtual-instances/sla/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "regional", "uptime": 99.9, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "all plans", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Ticket", "url": "https://console.scaleway.com/support/tickets", "required_evidence": [ "Affected resource identifiers", "Date and duration of non-compliance" ], "review_days": null, "credit_application": "Account credit only — not reimbursable in cash" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Accounts with unpaid invoices (must notify within deadline)" ], "support": null, "support_tiers": [ { "name": "Basic", "slug": "basic", "price": "Included", "sla_eligible": true, "response_time": null }, { "name": "Business", "slug": "business", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "virtual-instances", "name": "Virtual Instances", "category": "compute", "description": "Scaleway cloud compute instances", "sla_url": "https://www.scaleway.com/en/virtual-instances/sla/", "uptime": 99.9, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "block-storage", "name": "Block Storage", "category": "storage", "description": "Block storage volumes", "sla_url": "https://www.scaleway.com/en/block-storage/sla/", "uptime": null, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "bare-metal", "name": "Bare Metal", "category": "compute", "description": "Dedicated bare metal servers", "sla_url": "https://www.scaleway.com/en/bare-metal/sla/", "uptime": null, "uptime_scope": "regional", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Scaleway is a European cloud provider headquartered in Paris. The SLA uses a tiered credit table (exact percentages per uptime range are on the SLA page but were not captured during research); credits are capped at 100% of monthly fees for non-compliant resources and are non-refundable in cash. Claims must be submitted within 30 days after the end of the affected month." }, { "slug": "segment", "name": "Segment", "vendor": "Segment", "website": "https://www.segment.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api", "last_verified": "2026-06-23", "sla_status": "termination", "sla_status_label": "Termination-only", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.99, "max_credit_percent": 0, "max_credit": { "kind": "termination", "label": "No service credit", "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "termination_refund", "max_credit_percent": 0, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "awareness_date", "business_days": false, "method": "Written notice to Twilio", "url": "https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api", "required_evidence": [], "review_days": null, "credit_application": "No service credits. Remedy is a Special Termination Right with refund of pre-paid fees for the impacted Segment Services, paid within thirty (30) days of the termination effective date." }, "exclusions": [ "Customer's unauthorized use", "General Internet problems, force majeure, or other factors outside Twilio's reasonable control (including DDoS attacks)", "Customer's equipment, software, network, or other infrastructure", "Third-party systems or acts", "Scheduled or emergency maintenance", "Non-supported or beta versions of the service" ], "support": { "tiers": [ "Standard", "Advanced", "Premium", "Premium+", "Personalized" ], "has_24x7": true, "fastest_response": "1 hour (P1, Advanced+)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.twilio.com/en-us/support-plans/cdp", "note": "Premium+ adds a TAM and business reviews; pricing 8-15% of license. Targets, not credit-backed. No phone (the \"Support Escalation Line\" is a labeled feature, not a published number). 24x7 P1 on Advanced+ (Standard business hours); TAM at Premium+. Advisory/jumpstart/resident-architect services. (Now under Twilio CDP support plans.)" }, "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": "data-ingestion-api", "name": "Segment Data Ingestion API", "category": "data-integration", "description": "The identify, track, page, screen, group, and alias HTTP endpoints that ingest data the Customer submits to the Segment Services.", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Segment is a Monitoring & Observability provider. See the official SLA at [https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api](https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api).\n\nThe Segment SLA covers the Data Ingestion API with a Target Availability of 99.99%, calculated on a calendar-month, per-minute basis. It does not provide service credits; the sole and exclusive remedy is a Special Termination Right (with refund of pre-paid fees for the impacted Segment Services), triggered by a confirmed failure to meet Target Availability in two consecutive months or in any three of six consecutive months. The legacy URL https://segment.com/legal/sla/ now redirects to this Twilio-hosted page.\n\n" }, { "slug": "semrush", "name": "Semrush", "vendor": "Semrush", "website": "https://www.semrush.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://www.semrush.com/company/legal/terms-of-service/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.semrush.com/kb/", "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": [ "Free", "Paid", "Enterprise" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": false, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.semrush.com/kb/264-contact-semrush", "note": "Enterprise adds dedicated account management, onboarding, and training. Email/chat continuous, phone business hours (no published 24x7 or response SLA); higher plans add dedicated reps. No SoW professional services. Email/chat continuous, phone business hours (no published 24x7 or response SLA); higher plans add dedicated reps. No SoW professional services." }, "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": "ppc", "name": "Advertising Toolkit", "category": "ppc", "description": "PPC research and management", "sla_url": "https://www.semrush.com/company/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "competitive", "name": "Competitive Research", "category": "research", "description": "Competitive analysis", "sla_url": "https://www.semrush.com/company/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "content", "name": "Content Marketing", "category": "content", "description": "Content marketing platform", "sla_url": "https://www.semrush.com/company/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "seo", "name": "SEO Toolkit", "category": "seo", "description": "SEO research and tools", "sla_url": "https://www.semrush.com/company/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "social", "name": "Social Media Toolkit", "category": "social-media", "description": "Social media management", "sla_url": "https://www.semrush.com/company/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Semrush is a Marketing & Analytics provider. See the official SLA at [https://www.semrush.com/company/legal/terms-of-service/](https://www.semrush.com/company/legal/terms-of-service/).\n\n" }, { "slug": "sendbird", "name": "Sendbird", "vendor": "SendBird, Inc.", "website": "https://sendbird.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://sendbird.com/support-sla", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "time", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Support ticket", "url": "https://sendbird.com/contact-us", "required_evidence": [ "Dates and times of API unavailability", "Affected application and account details" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Free plan customers" ], "support": null, "support_tiers": [ { "name": "Starter", "slug": "starter", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Pro", "slug": "pro", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "sendbird-chat", "name": "Sendbird Chat API", "category": "communication-and-collaboration", "description": "In-app messaging and chat API for mobile and web applications", "sla_url": "https://sendbird.com/support-sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "sendbird-calls", "name": "Sendbird Calls", "category": "communication-and-collaboration", "description": "Voice and video calling API for in-app communication", "sla_url": "https://sendbird.com/support-sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Sendbird (SendBird, Inc., Delaware) provides in-app chat, voice, and video communication APIs. The SLA commits to 99.9% monthly API availability with pro-rata hourly credits for shortfalls. SLA credits are the sole and exclusive remedy. Specific credit rate amounts require direct review." }, { "slug": "sendgrid", "name": "SendGrid", "vendor": "SendGrid", "website": "https://www.sendgrid.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "flat", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_calendar_month", "business_days": false, "method": "Support Ticket", "url": "https://support.sendgrid.com", "required_evidence": [ "SLA Claim as the support ticket subject", "Dates and times of Unavailable Monthly API Time per status.sendgrid.com", "Documentation of the Unavailable Monthly API Time" ], "review_days": null, "credit_application": "Applied to future amounts payable by Customer" }, "exclusions": [ "Circumstances beyond Twilio's reasonable control (e.g. telecom/internet beyond Twilio's network access point)", "Customer or third-party acts or omissions (excluding Twilio agents/subcontractors)", "Customer equipment, software, or third-party technology outside Twilio's control", "Scheduled maintenance (24+ hours notice) and emergency maintenance", "Alpha, beta, or limited release APIs", "Periods of unavailability lasting less than 5 continuous minutes" ], "support": { "tiers": [ "Developer", "Production", "Business", "Personalized" ], "has_24x7": true, "fastest_response": "1 hour (P1, Business+ — 24/7)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": "percent_of_spend", "source_url": "https://www.twilio.com/en-us/support-plans", "note": "Personalized tier adds a named TAM; pricing 4-8% of monthly spend. Targets, not credit-backed. Covered by Twilio support plans; phone/chat at Production+, designated TAM only at Personalized. 24x7 is tier-gated. Covered by Twilio support plans; phone/chat at Production+, designated TAM only at Personalized. 24x7 is tier-gated." }, "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": [ { "name": "Premium email package", "requirement": "Qualifying SendGrid premium email package", "uptime": 99.99, "max_credit_percent": 10, "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis" } ], "services": [ { "id": "email-api", "name": "SendGrid Email API", "category": "email", "description": "Transactional email API", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "marketing", "name": "SendGrid Marketing Campaigns", "category": "email", "description": "Email marketing platform", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "smtp", "name": "SendGrid SMTP Relay", "category": "email", "description": "SMTP relay service", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "SendGrid (Twilio SendGrid) is a Communication & Collaboration provider. Its SLA is now governed by the Twilio APIs Service Level Agreement, which covers the \"SendGrid Services API\" (the Mail Send API). See the official SLA at [https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis](https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis).\n\n" }, { "slug": "sentinelone", "name": "SentinelOne", "vendor": "SentinelOne", "website": "https://www.sentinelone.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.sentinelone.com/legal/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support Portal", "url": "https://www.sentinelone.com/global-services/get-support-now/", "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 Support", "Technical Account Management" ], "has_24x7": true, "fastest_response": "30 min (Sev1)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "flat", "source_url": "https://www.sentinelone.com/global-services/services-overview/", "note": "Premium adds 24/7 and a published response target; TAM sold separately. Sev1 30-min response (per S1 terms; reconfirm against current contract). Enterprise/Elite 24x7; SentinelOne GO guided onboarding." }, "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": "cloud", "name": "Singularity Cloud", "category": "cloud-security", "description": "Cloud workload protection", "sla_url": "https://www.sentinelone.com/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "endpoint", "name": "Singularity Endpoint", "category": "edr", "description": "Endpoint detection and response", "sla_url": "https://www.sentinelone.com/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "identity", "name": "Singularity Identity", "category": "identity-security", "description": "Identity threat detection", "sla_url": "https://www.sentinelone.com/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "xdr", "name": "Singularity XDR", "category": "xdr", "description": "Extended detection and response", "sla_url": "https://www.sentinelone.com/legal/terms-of-service/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "SentinelOne is a Security & Identity provider. See the official SLA at [https://www.sentinelone.com/legal/](https://www.sentinelone.com/legal/).\n\n" }, { "slug": "sentry", "name": "Sentry", "vendor": "Functional Software, Inc.", "website": "https://sentry.io", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://sentry.io/terms/", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No SLA for free (No-Charge) products", "No uptime SLA in standard paid Terms of Service", "Enterprise SLA terms not publicly disclosed" ], "support": null, "support_tiers": [ { "name": "Developer", "slug": "developer", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Team", "slug": "team", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Business", "slug": "business", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "sentry-error-monitoring", "name": "Sentry Error Monitoring", "category": "monitoring-and-observability", "description": "Application error tracking, performance monitoring, and session replay", "sla_url": "https://sentry.io/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Sentry (operated by Functional Software, Inc.) is an error monitoring platform. The public Terms of Service use \"reasonable efforts\" language with no numeric uptime commitment for any paid plan tier. Enterprise customers may have negotiated SLA terms — contact Sentry directly for Enterprise SLA details." }, { "slug": "servicenow", "name": "ServiceNow", "vendor": "ServiceNow", "website": "https://www.servicenow.com", "category": "enterprise-and-operations", "category_name": "Enterprise & Operations", "tags": [], "sla_url": "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf", "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": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end of the month in which the Availability SLA was not met", "business_days": false, "method": "Written request to ServiceNow", "url": null, "required_evidence": [ "Support requests relating to the period the production instances were not Available" ], "review_days": null, "credit_application": "Applied to next invoice for subscription fees (ServiceNow may delay issuing credits until amounts reach $1,000 USD)" }, "exclusions": [ "Maintenance Time of up to two hours per month", "Force Majeure Events", "Modifications of the Subscription Service by anyone other than ServiceNow", "General Internet outages", "Failure of customer infrastructure or connectivity (including VPN)", "Computer and telecommunications failures and delays", "Network intrusions, denial-of-service, or other criminal attacks" ], "support": { "tiers": [ "Now Support (standard)", "Impact Guided", "Impact Total" ], "has_24x7": true, "fastest_response": "15 min (P1, Impact Total tier)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.servicenow.com/impact.html", "note": "ServiceNow Impact (paid, roughly percent-of-ACV) adds faster response targets and Accelerator engagements; Impact Total adds a named team (Customer Success Executive, Platform Architect, CSM, and SAM). Uptime IS credit-backed (99.8 percent); support response times are targets. Impact subscription support; 15-min P1 on the Total tier, 30-min on Guided. Impact Accelerators are 50+ fixed-scope consultant engagements." }, "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": "impact", "name": "ServiceNow Impact (Digital Production)", "category": "itsm", "description": "Enhanced support wrapper - same SLA", "sla_url": "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "production", "name": "ServiceNow Production Instance", "category": "itsm", "description": "Production subscription service", "sla_url": "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "regulated", "name": "ServiceNow Regulated Markets (FedRAMP)", "category": "itsm", "description": "GovCommunity and FedRAMP offerings, availability commitment not stated in the public Subscription Service Guide", "sla_url": "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "ServiceNow is a Enterprise Software provider. See the official availability terms in ServiceNow's Subscription Service Guide at [https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/subscription-service-guide-upgrade.pdf).\n\nServiceNow's Availability SLA commits that production instances of the Subscription Service will be Available at least 99.8% of the time during a calendar month, excluding Excused Downtime. If availability falls below this, the customer's exclusive remedy is to request (in writing within 30 days of month-end) either a Subscription Term extension or a service credit equal to the dollar value of the minutes the service was not Available, applied to the next invoice. Total monthly credits cannot exceed that month's subscription fee for the affected service and have no cash value; ServiceNow may delay issuing credits until they reach $1,000 USD." }, { "slug": "shopify", "name": "Shopify", "vendor": "Shopify", "website": "https://www.shopify.com", "category": "e-commerce", "category_name": "E-commerce", "tags": [], "sla_url": "https://www.shopify.com/plus/legal/terms", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": true, "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": "plus", "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": "incident_date", "business_days": false, "method": "Support", "url": "https://help.shopify.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", "Plus Priority" ], "has_24x7": true, "fastest_response": "48 hours (Plus email tickets)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": false, "success_program": true, "training": true, "pricing": "included", "source_url": "https://www.shopify.com/plus", "note": "Plus includes Merchant Success; a dedicated MSM applies above a revenue threshold. 24/7 chat on all plans; Shopify Plus adds a direct phone line + priority chat + Merchant Success Managers. Only published response figure is ~48-hour Plus email tickets; no formal SoW professional services." }, "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": "admin", "name": "Shopify Admin", "category": "e-commerce", "description": "Merchant admin panel", "sla_url": "https://www.shopify.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "Shopify API", "category": "api", "description": "REST and GraphQL APIs", "sla_url": "https://www.shopify.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "checkout", "name": "Shopify Checkout", "category": "e-commerce", "description": "Checkout processing - critical", "sla_url": "https://www.shopify.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payments", "name": "Shopify Payments", "category": "payments", "description": "Native payment processing", "sla_url": "https://www.shopify.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pos", "name": "Shopify POS", "category": "retail", "description": "Point of sale", "sla_url": "https://www.shopify.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "storefront", "name": "Shopify Storefront", "category": "e-commerce", "description": "Online store hosting", "sla_url": "https://www.shopify.com/legal/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Shopify is a E-commerce provider. See the official SLA at [https://help.shopify.com/en/manual/intro-to-shopify/pricing-plans/plans-features/shopify-plus-plan](https://help.shopify.com/en/manual/intro-to-shopify/pricing-plans/plans-features/shopify-plus-plan).\n\n" }, { "slug": "sigma", "name": "Sigma Computing", "vendor": "Sigma Computing, Inc.", "website": "https://www.sigmacomputing.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://www.sigmacomputing.com/legal/sla", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "pro", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact support", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "SLA terms not publicly accessible — consult your Order Form or Sigma account team" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "sigma-cloud", "name": "Sigma Cloud Analytics", "category": "analytics-and-bi", "description": "Cloud-native spreadsheet-style analytics and business intelligence platform", "sla_url": "https://www.sigmacomputing.com/legal/sla", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Sigma Computing is a cloud-native analytics platform. The Master Subscription Agreement references a separate SLA policy document, but the full terms at sigmacomputing.com/legal/sla — including uptime commitment, credit tiers, and claim process — were not publicly accessible for direct verification. Contact Sigma or review the SLA policy directly for current uptime commitments." }, { "slug": "slack", "name": "Slack", "vendor": "Slack", "website": "https://www.slack.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://slack.com/policy-archives/service-level-agreement/2015-01-07", "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": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": true, "min_plan_for_sla": "business", "needs_review": false, "default_credit_policy": { "calculation": "multiplier", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": true, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Automatic", "url": null, "required_evidence": [], "review_days": null, "credit_application": "Credited to account balance, drawn before future charges" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Free", "Pro", "Business+", "Enterprise Grid" ], "has_24x7": true, "fastest_response": "4 hours (Business+/Enterprise Grid)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://slack.com/help", "note": "Business+ and Grid get a 4-hour first-response target; Grid adds an account manager. Priority support (4-hour response, 24/7) is gated to Business+ and Enterprise Grid; no phone. Customer Success teams at Grid. Priority support (4-hour response, 24/7) is gated to Business+ and Enterprise Grid; no phone. Customer Success teams at Grid." }, "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": "canvas", "name": "Slack Canvas", "category": "collaboration", "description": "Collaborative documents", "sla_url": "https://slack.com/terms/service-level-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "connect", "name": "Slack Connect", "category": "collaboration", "description": "External collaboration channels", "sla_url": "https://slack.com/terms/service-level-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "huddles", "name": "Slack Huddles", "category": "video", "description": "Audio and video calls", "sla_url": "https://slack.com/terms/service-level-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "messaging", "name": "Slack Messaging", "category": "communications", "description": "Real-time messaging platform", "sla_url": "https://slack.com/terms/service-level-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "workflow", "name": "Workflow Builder", "category": "automation", "description": "No-code automation builder", "sla_url": "https://slack.com/terms/service-level-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Slack is a Communication & Collaboration provider. See the official SLA at [https://slack.com/policy-archives/service-level-agreement/2015-01-07](https://slack.com/policy-archives/service-level-agreement/2015-01-07).\n\n" }, { "slug": "smartsheet", "name": "Smartsheet", "vendor": "Smartsheet", "website": "https://www.smartsheet.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://www.smartsheet.com/legal/sla", "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": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_calendar_month", "business_days": false, "method": "SLA Fee Credit Request form", "url": "https://app.smartsheet.com/b/form/679d05c12b0449c786f384707e366c35", "required_evidence": [ "All information required by the SLA Fee Credit Request form" ], "review_days": null, "credit_application": "Applied against the fees for the next renewal Term" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard", "Professional", "Enterprise" ], "has_24x7": true, "fastest_response": "2 hours (first response, Premium)", "response_is_sla": false, "designated_contact": "none", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.smartsheet.com/legal/sla", "note": "Enterprise includes 24/7 and a 1-hour P1 target; published as a target. 24x7 phone/chat at Standard & Premium. Support packages include Pro Desk coaching but no named CSM/TAM." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "brandfolder", "name": "Brandfolder", "category": "dam", "description": "Digital asset management", "sla_url": "https://www.smartsheet.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "datasheet", "name": "DataSheet", "category": "data-management", "description": "Data connector platform", "sla_url": "https://www.smartsheet.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dynamic-view", "name": "Dynamic View", "category": "reporting", "description": "Customizable data views", "sla_url": "https://www.smartsheet.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "resource-management", "name": "Resource Management", "category": "resource-planning", "description": "Resource planning and allocation", "sla_url": "https://www.smartsheet.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "platform", "name": "Smartsheet Platform", "category": "project-management", "description": "Work management platform", "sla_url": "https://www.smartsheet.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Smartsheet is a Productivity & Collaboration provider. See the official SLA at [https://www.smartsheet.com/legal/sla](https://www.smartsheet.com/legal/sla).\n\nThe SLA (Last Updated: July 1, 2022) covers the \"Core Application\" of a commercial Smartsheet instance purchased as an Enterprise plan. Availability is measured per calendar month: ≥99.9% earns no credit; <99.9% through ≥99.0% earns a 10% credit; <99.0% through ≥95.0% earns 25%; <95.0% earns a maximum 50% credit. Credits are not automatic, Customers must submit the SLA Fee Credit Request form within 30 days following the end of the calendar month in which the Availability Event occurred, and any approved credit is applied against the fees for the next renewal Term. Add-on products (Brandfolder, Resource Management, Dynamic View, etc.) are not separately given an uptime commitment in the SLA." }, { "slug": "snowflake", "name": "Snowflake", "vendor": "Snowflake", "website": "https://www.snowflake.com/en/", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-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": 7, "max_credit": { "kind": "capped", "label": "7×", "value": 7, "unit": "multiplier" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 7, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 21, "deadline_basis": "end_of_calendar_month_of_failure", "business_days": false, "method": "Support Case", "url": "https://www.snowflake.com/en/support/", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 10, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Premier", "Priority" ], "has_24x7": true, "fastest_response": "15 min (Sev1, Priority Support)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": false, "training": true, "pricing": "custom", "source_url": "https://www.snowflake.com/legal-files/Snowflake-Support-Policy-And-Service-Level-Agreement.pdf", "note": "Priority Support adds 24x7 for Sev1-2, a Support Account Manager, and a 15-min Sev1 target. It explicitly excludes customer success programs and professional services (sold separately). Uptime (99.9%) is the credit-backed SLA; response times are targets. Snowflake Lodge portal/community + email; phone is last-resort intake only (when portal and email both fail). Premier Sev1 24x7; Priority adds a Support Account Manager + senior engineers. For-fee consultation/training via SoW. Snowflake Lodge portal/community + email; phone is last-resort intake only (when portal and email both fail). Premier Sev1 24x7; Priority adds a Support Account Manager + senior engineers. For-fee consultation/training 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": "business-critical", "name": "Snowflake (Business Critical)", "category": "data-platform", "description": "Includes failover and cross-region DR", "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "enterprise", "name": "Snowflake (Enterprise)", "category": "data-platform", "description": "10% credit cap on monthly consumption", "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "standard", "name": "Snowflake (Standard)", "category": "data-platform", "description": "No formal SLA for Standard Edition", "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vps", "name": "Snowflake Virtual Private (VPS)", "category": "data-platform", "description": "Dedicated virtual private deployment", "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Snowflake is a Database & Data Infrastructure provider. See the official SLA at [https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/](https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/).\n\n" }, { "slug": "snyk", "name": "Snyk", "vendor": "Snyk Limited", "website": "https://snyk.io", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://snyk.io/policies/terms-of-service/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": 95, "max_credit_percent": null, "max_credit": { "kind": "capped", "label": "10 days", "value": 10, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "flat", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 60, "deadline_basis": "incident", "business_days": false, "method": "Written notice to Snyk", "url": null, "required_evidence": [ "Written notice identifying the downtime event", "Dates and times of unavailability" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled Downtime (≥3 days notice, limited to ≤3 hours per quarter)", "Emergency Downtime", "Force majeure events", "Customer-caused issues", "Free and Team plan customers (SLA in Enterprise MSA only)" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Team", "slug": "team", "price": "Per-developer subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "snyk-platform", "name": "Snyk Developer Security Platform", "category": "security-and-identity", "description": "Developer-first security for code, containers, infrastructure, and open-source dependencies", "sla_url": "https://snyk.io/policies/terms-of-service/", "uptime": 95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Snyk's Enterprise MSA includes a 95% Monthly Uptime Percentage — one of the lowest explicit uptime commitments in the SaaS security space. Credits are capped at 10 days of service value per month. A termination right arises if the threshold is breached in 3 months within any 12-month period. Claims must be filed within 60 days. The SLA applies to Enterprise plan customers only." }, { "slug": "sophos", "name": "Sophos", "vendor": "Sophos Limited", "website": "https://www.sophos.com", "category": "security", "category_name": "Security", "tags": [], "sla_url": "https://www.sophos.com/en-us/legal/mdr-description", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "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": 5, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "eligibility_date", "business_days": false, "method": "Written email request", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No platform uptime SLA exists — SLA applies only to MDR Complete response times, not platform availability", "MDR Complete tier required; MSPs explicitly excluded", "Credit cap is lesser of 5% of billing cycle fees or $5,000 per occurrence", "Maximum 3 credit claims per calendar year", "Scheduled maintenance excluded", "Industry-wide cyberwarfare / ransomware events excluded", "Customer or MSP breach of Agreement excluded" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "MDR Essentials", "slug": "mdr-essentials", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "MDR Complete", "slug": "mdr-complete", "price": "Subscription", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "sophos-mdr-complete", "name": "Sophos MDR Complete", "category": "security", "description": "Fully managed detection and response service with 24/7 threat hunting, investigation, and incident response", "sla_url": "https://www.sophos.com/en-us/legal/mdr-description", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Sophos (Sophos Limited, registered in England and Wales No. 02096520; Abingdon, UK) is a cybersecurity company offering endpoint, network, and managed detection and response products. Sophos does not publish a platform uptime SLA. The only contractual SLA is a response-time SLA for MDR Complete: 60-minute response for 90% of High Severity Cases monthly. Credits are the lesser of 5% of the prior billing cycle's fees or $5,000 per occurrence, capped at 3 claims per year. MDR Essentials and MSP customers are explicitly excluded. A separate Breach Protection Warranty (up to $1M incident response) supplements the SLA." }, { "slug": "sourcegraph", "name": "Sourcegraph", "vendor": "Sourcegraph, Inc.", "website": "https://sourcegraph.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://sourcegraph.com/terms", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "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": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": "https://sourcegraph.com/contact", "required_evidence": [ "Incident dates and times", "Affected Sourcegraph instance details", "Account information" ], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance (48-hour advance notice required)", "Force majeure events", "Customer-caused issues", "Self-hosted or on-premise deployments" ], "support": null, "support_tiers": [ { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "sourcegraph-cody", "name": "Sourcegraph Cody Enterprise", "category": "developer-tools", "description": "AI coding assistant with codebase-aware context and enterprise security controls", "sla_url": "https://sourcegraph.com/terms", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "sourcegraph-code-search", "name": "Sourcegraph Code Search", "category": "developer-tools", "description": "Enterprise code search and intelligence platform for large codebases", "sla_url": "https://sourcegraph.com/terms", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Sourcegraph (Sourcegraph, Inc., Delaware) provides AI coding assistance (Cody) and enterprise code search. The SLA commits to 99.5% monthly uptime per single-tenant instance, with 48-hour notice required for scheduled maintenance. Credit amounts require direct review — contact Sourcegraph for Enterprise SLA details." }, { "slug": "split", "name": "Split", "vendor": "Harness, Inc.", "website": "https://www.split.io", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.harness.io/legal/support-terms-sla-06-2025", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": true, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 15, "deadline_basis": "quarter_end", "business_days": false, "method": "Support ticket", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Self-hosted (non-SaaS) deployments explicitly excluded", "Per-module SLA (Feature Flags measured separately from other Harness modules)", "Partial outages not counted — module must be completely inoperable or inaccessible", "Exclusions include customer equipment/network, force majeure, third-party failures", "Scheduled maintenance with 24-hour advance notice excluded", "Credit tier table not publicly confirmed" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Premier", "slug": "premier", "price": "Subscription", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "split-feature-flags", "name": "Split Feature Flags (Harness Feature Flags)", "category": "developer-tools", "description": "Feature flag management and experimentation platform, now part of Harness Platform", "sla_url": "https://www.harness.io/legal/support-terms-sla-06-2025", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Split (acquired by Harness in 2022; now operating as Harness Feature Flags; legal entity Harness, Inc., Delaware; San Francisco, CA) is a feature flag management and experimentation platform. Following acquisition, the governing SLA is the Harness Support Terms & SLA: 99.5% quarterly (standard support) or 99.8% quarterly (premier support), measured per module. Credits are calculated as a tiered percentage of the affected module's quarterly fees. Claims must be submitted within 15 days of quarter-end. The full credit tier table is not publicly available. Only SaaS deployments are covered." }, { "slug": "splunk", "name": "Splunk", "vendor": "Splunk", "website": "https://www.splunk.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 100, "max_credit_percent": 100, "max_credit": { "kind": "time", "label": "time-based", "value": null, "unit": "time" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 5, "deadline_basis": "end_of_calendar_quarter", "business_days": false, "method": "Email to splunk-cloud-billing@cisco.com", "url": "https://www.splunk.com/en_us/customer-success/support-programs.html", "required_evidence": [ "Complete description of the downtime", "How the Customer was adversely affected", "For how long (duration)" ], "review_days": null, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard", "Premium" ], "has_24x7": true, "fastest_response": "30 min (P1/Sev1, Premium)", "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.splunk.com/en_us/customer-success/support-programs.html", "note": "Premium publishes a 30-min P1 target; not stated as a credit-backed SLA. Portal all tiers + phone for P1; Premium 24x7x365 all severities (Standard 24x7 for P1 only). No named TAM/CSM tied to support tiers. OnDemand + Professional Services. Portal all tiers + phone for P1; Premium 24x7x365 all severities (Standard 24x7 for P1 only). No named TAM/CSM tied to support tiers. OnDemand + Professional Services." }, "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": "cloud", "name": "Splunk Cloud", "category": "siem", "description": "Cloud-hosted SIEM", "sla_url": "https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "enterprise", "name": "Splunk Enterprise", "category": "siem", "description": "On-premise data platform", "sla_url": "https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "observability", "name": "Splunk Observability Cloud", "category": "monitoring", "description": "Full-stack observability", "sla_url": "https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "soar", "name": "Splunk SOAR", "category": "security", "description": "Security orchestration", "sla_url": "https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Splunk is a Monitoring & Observability provider. See the official SLA at [https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html](https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html).\n\n" }, { "slug": "sprout-social", "name": "Sprout Social", "vendor": "Sprout Social", "website": "https://sproutsocial.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://sproutsocial.com/legal/terms/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://support.sproutsocial.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": [], "has_24x7": false, "fastest_response": "2 hours (first reply, Premier Success add-on)", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://sproutsocial.com/premier-success/", "note": "Phone is Mon-Fri (no 24x7). Premier Success (add-on) guarantees a 2-hour first reply + consulting/custom training. Phone is Mon-Fri (no 24x7). Premier Success (add-on) guarantees a 2-hour first reply + consulting/custom training." }, "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": "sprout-analytics", "name": "Analytics", "category": "analytics", "description": "Reporting and analytics", "sla_url": "https://sproutsocial.com/legal/terms/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sprout-advocacy", "name": "Employee Advocacy", "category": "advocacy", "description": "Employee advocacy platform", "sla_url": "https://sproutsocial.com/legal/terms/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sprout-engagement", "name": "Engagement", "category": "engagement", "description": "Social inbox and engagement", "sla_url": "https://sproutsocial.com/legal/terms/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sprout-listening", "name": "Listening", "category": "monitoring", "description": "Social listening and monitoring", "sla_url": "https://sproutsocial.com/legal/terms/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sprout-publishing", "name": "Publishing", "category": "social-media", "description": "Content scheduling and publishing", "sla_url": "https://sproutsocial.com/legal/terms/", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Sprout Social is a Marketing & Analytics provider. See the official Terms of Service at [https://sproutsocial.com/legal/terms/](https://sproutsocial.com/legal/terms/). Sprout Social does not publish a public, credit-bearing SLA; availability is addressed only as a non-binding internal KPI (\"strives to maintain 99.9% uptime\").\n\n" }, { "slug": "square", "name": "Square", "vendor": "Square", "website": "https://www.square.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://squareup.com/us/en/legal/general/ua", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://squareup.com/help/us/en/contact", "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": [], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://squareup.com/help/us/en/article/4993-contact-square-support", "note": "Phone (callback option) + chat; standard sellers are business hours (Mon-Fri 6am-6pm PT). 24/7 phone only for specific paid products (Register, Terminal, Restaurants/Retail Plus). No dedicated CSM/TAM for general sellers." }, "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": "banking", "name": "Square Banking", "category": "banking", "description": "Business banking services", "sla_url": "https://squareup.com/us/en/legal/general/ua", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "invoices", "name": "Square Invoices", "category": "invoicing", "description": "Invoice management", "sla_url": "https://squareup.com/us/en/legal/general/ua", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "online", "name": "Square Online", "category": "e-commerce", "description": "Online store platform", "sla_url": "https://squareup.com/us/en/legal/general/ua", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payments", "name": "Square Payments", "category": "payment-processing", "description": "Payment processing", "sla_url": "https://squareup.com/us/en/legal/general/ua", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pos", "name": "Square Point of Sale", "category": "pos", "description": "Point of sale system", "sla_url": "https://squareup.com/us/en/legal/general/ua", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Square is a Finance & Payments provider. See the official SLA at [https://squareup.com/us/en/legal/general/ua](https://squareup.com/us/en/legal/general/ua).\n\n" }, { "slug": "squarespace", "name": "Squarespace", "vendor": "Squarespace", "website": "https://www.squarespace.com", "category": "e-commerce", "category_name": "E-commerce", "tags": [], "sla_url": "https://www.squarespace.com/terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://support.squarespace.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" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": true, "pricing": "included", "source_url": "https://support.squarespace.com", "note": "Flat 24/7 email and live chat included; no paid tiers. No phone support (explicitly disclaimed). Email + social 24/7 but live chat is weekday business hours only. Enterprise adds a dedicated account manager + onboarding/training/consultations." }, "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": "commerce", "name": "Squarespace Commerce", "category": "e-commerce", "description": "E-commerce functionality", "sla_url": "https://www.squarespace.com/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "domains", "name": "Squarespace Domains", "category": "domains", "description": "Domain registration", "sla_url": "https://www.squarespace.com/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "email", "name": "Squarespace Email Campaigns", "category": "email-marketing", "description": "Email marketing", "sla_url": "https://www.squarespace.com/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "scheduling", "name": "Squarespace Scheduling", "category": "scheduling", "description": "Appointment scheduling", "sla_url": "https://www.squarespace.com/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "websites", "name": "Squarespace Websites", "category": "website-builder", "description": "Website hosting and builder", "sla_url": "https://www.squarespace.com/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Squarespace is a E-commerce provider. See the official SLA at [https://www.squarespace.com/terms-of-service](https://www.squarespace.com/terms-of-service).\n\n" }, { "slug": "stability-ai", "name": "Stability AI", "vendor": "Stability AI Ltd", "website": "https://stability.ai", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://stability.ai/terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://stability.ai/contact", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://stability.ai/strategic-partnerships", "note": "Sales/enterprise contact only (partners@stability.ai); no published support channels, response times, or 24x7. Custom model training, custom workflows, ongoing technical support via implementation specialists. Sales/enterprise contact only (partners@stability.ai); no published support channels, response times, or 24x7. Custom model training, custom workflows, ongoing technical support via implementation specialists." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "image-api", "name": "Stable Image API", "category": "ai", "description": "Text-to-image generation", "sla_url": "https://platform.stability.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "audio", "name": "Stable Audio", "category": "ai", "description": "Text-to-audio / music", "sla_url": "https://stability.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "platform-api", "name": "Platform API", "category": "ai", "description": "REST + gRPC image/video/3D API", "sla_url": "https://platform.stability.ai", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Stability AI is an AI & Machine Learning provider. See the SLA/terms at [https://stability.ai/terms-of-service](https://stability.ai/terms-of-service)." }, { "slug": "statsig", "name": "Statsig", "vendor": "Statsig, Inc.", "website": "https://www.statsig.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://www.statsig.com/enterprise-terms", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "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": true, "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": "incident_date", "business_days": false, "method": "Email", "url": "mailto:support@statsig.com", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Credits apply to future billing cycle only — not cash or refunds", "Availability measured for Console UI only, not all service components", "Commercially reasonable efforts qualifier limits enforceability", "Scheduled maintenance excluded (5 business days notice, max 4 hours/month 10pm–4am Pacific)", "Enterprise plan required", "Credit tier percentages (% per uptime band) not publicly confirmed" ], "support": null, "support_tiers": [ { "name": "Growth", "slug": "growth", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "statsig-feature-platform", "name": "Statsig Feature Management & Experimentation", "category": "developer-tools", "description": "Feature flags, A/B experimentation, and product analytics platform with warehouse-native architecture", "sla_url": "https://www.statsig.com/enterprise-terms", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Statsig (Statsig, Inc.; King County, WA dispute venue) is a feature flag, experimentation, and product analytics platform. The Enterprise SLA commits to 99.95% monthly availability for the Console UI — not all service components — with a \"commercially reasonable efforts\" qualifier. Credits are calculated as a percentage of monthly charges and apply to the next billing cycle only; no cash refunds. Claims must be submitted to support@statsig.com within 30 days of the breach. The specific credit tier percentages are not publicly indexed." }, { "slug": "stripe", "name": "Stripe", "vendor": "Stripe, Inc.", "website": "https://stripe.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://stripe.com/legal/ssa", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support Dashboard", "url": "https://support.stripe.com", "required_evidence": [ "Account ID", "Affected API endpoints", "Incident timestamps", "Failed request IDs", "Business impact description" ], "review_days": 30, "credit_application": "Applied to Stripe balance" }, "exclusions": [ "Scheduled maintenance with 24h notice", "Force majeure events", "Customer integration issues", "Rate limiting", "Sandbox/test mode" ], "support": { "tiers": [ "Standard", "Growth", "Premium", "Enterprise" ], "has_24x7": true, "fastest_response": "15 min (critical-issue escalation)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://stripe.com/support-plans", "note": "Paid tiers add a TAM, health alerts, and an enterprise support pod. Response times are targets. 24x7 phone/email/chat for all users (+ Discord); paid tiers (Growth/Premium/Enterprise) add 24x7 critical teams, a 15-min critical SLA, and a direct-to-TAM Slack. Separate professional services with integration engineers." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": "< 24 hours" }, { "name": "Premium", "slug": "premium", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "payments", "name": "Stripe Payments", "category": "payments", "description": "Payment processing API", "sla_url": "https://stripe.com/legal/ssa", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "connect", "name": "Stripe Connect", "category": "payments", "description": "Marketplace payments platform", "sla_url": "https://stripe.com/legal/ssa", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "billing", "name": "Stripe Billing", "category": "billing", "description": "Subscription management", "sla_url": "https://stripe.com/legal/ssa", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "dashboard", "name": "Stripe Dashboard", "category": "management", "description": "Management dashboard", "sla_url": "https://stripe.com/legal/ssa", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "radar", "name": "Stripe Radar", "category": "fraud", "description": "Fraud prevention", "sla_url": "https://stripe.com/legal/ssa", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Stripe is a Finance & Payments provider. See the official SLA at [https://stripe.com/legal/ssa](https://stripe.com/legal/ssa).\n\n" }, { "slug": "sumo-logic", "name": "Sumo Logic", "vendor": "Sumo Logic, Inc.", "website": "https://www.sumologic.com", "category": "monitoring-and-observability", "category_name": "Monitoring & Observability", "tags": [], "sla_url": "https://www.sumologic.com/legal/service-agreement", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Order Form negotiation", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "All SLA uptime terms must be expressly agreed in enterprise Order Forms or addendums" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Professional", "slug": "professional", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "sumo-logic-platform", "name": "Sumo Logic Continuous Intelligence Platform", "category": "monitoring-and-observability", "description": "Cloud-native SIEM, log analytics, and security analytics platform", "sla_url": "https://www.sumologic.com/legal/service-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Sumo Logic offers log management and SIEM analytics. No numeric uptime commitment is found in the standard public Service Agreement — SLA terms including uptime targets and credit schedules are negotiated in enterprise Order Forms and addendums. Contact Sumo Logic directly for Enterprise SLA terms." }, { "slug": "supabase", "name": "Supabase", "vendor": "Supabase", "website": "https://www.supabase.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://supabase.com/sla", "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": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 15 }, { "below": 98, "credit": 20 }, { "below": 96, "credit": 30 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_month", "business_days": false, "method": "Email", "url": "mailto:support@supabase.io", "required_evidence": [ "Affected organization, service(s), region(s), and project(s)", "Specific dates and times (in 5-minute intervals) of unavailability", "Supporting logs or monitoring data" ], "review_days": 30, "credit_application": "Applied to future billing charges (non-refundable)" }, "exclusions": [ "Third-party vendors (AWS, Cloudflare, GCP, Azure, GitHub)", "Integration partner failures", "Force majeure / ISP outages", "Customer actions or misconfigurations", "Insufficient resource provisioning", "Unsupported extensions or versions", "Customer-initiated schema changes", "Account suspension per terms" ], "support": { "tiers": [ "Free", "Pro", "Team", "Enterprise" ], "has_24x7": true, "fastest_response": "1 hour (Urgent, Enterprise)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": false, "success_program": true, "training": false, "pricing": "flat", "source_url": "https://supabase.com/support-policy", "note": "Team and Enterprise list response targets; Priority Plus add-on available. Dashboard + email + dedicated Slack (no phone). 24/7 is Urgent-only on Enterprise Standard (Priority Plus = 24/7 all severities). No documented professional services. Dashboard + email + dedicated Slack (no phone). 24/7 is Urgent-only on Enterprise Standard (Priority Plus = 24/7 all severities). No documented professional services." }, "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": "auth", "name": "Supabase Auth", "category": "authentication", "description": "User authentication", "sla_url": "https://supabase.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "database", "name": "Supabase Database (Postgres)", "category": "database", "description": "Managed PostgreSQL", "sla_url": "https://supabase.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "edge-functions", "name": "Supabase Edge Functions", "category": "serverless", "description": "Edge compute", "sla_url": "https://supabase.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "realtime", "name": "Supabase Realtime", "category": "database", "description": "Real-time subscriptions", "sla_url": "https://supabase.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "storage", "name": "Supabase Storage", "category": "storage", "description": "Object storage", "sla_url": "https://supabase.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "vector", "name": "Supabase Vector", "category": "ai", "description": "Vector embeddings (pgvector)", "sla_url": "https://supabase.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Supabase is a Database & Data Infrastructure provider. See the official SLA at [https://supabase.com/sla](https://supabase.com/sla).\n\n" }, { "slug": "surveymonkey", "name": "SurveyMonkey", "vendor": "SurveyMonkey", "website": "https://www.surveymonkey.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://www.surveymonkey.com/mp/legal/terms-of-use/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://help.surveymonkey.com/en/", "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", "Premier", "Enterprise" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.surveymonkey.com/product/enterprise/", "note": "Enterprise adds a dedicated CSM, 24/7 phone/email, and professional services. Enterprise: 24x7 email & phone + CSM; separate professional-services add-on (survey design, dashboards, migration)." }, "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": "cx", "name": "GetFeedback", "category": "cx", "description": "Customer experience surveys", "sla_url": "https://www.surveymonkey.com/mp/legal/terms-of-use/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "audience", "name": "SurveyMonkey Audience", "category": "research", "description": "Market research panel", "sla_url": "https://www.surveymonkey.com/mp/legal/terms-of-use/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "surveys", "name": "SurveyMonkey Surveys", "category": "survey", "description": "Survey creation and distribution", "sla_url": "https://www.surveymonkey.com/mp/legal/terms-of-use/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "forms", "name": "Wufoo Forms", "category": "forms", "description": "Online form builder", "sla_url": "https://www.surveymonkey.com/mp/legal/terms-of-use/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "SurveyMonkey (Momentive) is a Enterprise Software provider. See the official legal terms at [https://www.surveymonkey.com/mp/legal/terms-of-use/](https://www.surveymonkey.com/mp/legal/terms-of-use/) and the [Governing Services Agreement](https://www.surveymonkey.com/mp/legal/gsa/).\n\n" }, { "slug": "tableau", "name": "Tableau", "vendor": "Tableau", "website": "https://www.tableau.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://www.tableau.com/legal", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Salesforce Support", "url": "https://www.tableau.com/support", "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", "Premier", "Signature" ], "has_24x7": true, "fastest_response": "15 min (Sev1, Signature)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.salesforce.com/services/success-plans/signature/", "note": "Tableau uses Salesforce Success Plans; Signature priced as % of net spend. Targets, not credit-backed. Via Salesforce Success Plans; Premier/Signature 24x7 (Sev1/2 incl. weekends), Signature adds a dedicated hotline + CSM/TAM + Proactive Monitoring. Standard phone is Sev1-only. Consulting under SoW/PSA." }, "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": "cloud", "name": "Tableau Cloud", "category": "bi", "description": "Cloud-hosted analytics platform", "sla_url": "https://www.tableau.com/legal/tosa", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "data-management", "name": "Tableau Data Management", "category": "data-governance", "description": "Data cataloging and governance", "sla_url": "https://www.tableau.com/legal/tosa", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "prep", "name": "Tableau Prep", "category": "data-preparation", "description": "Data preparation and cleaning", "sla_url": "https://www.tableau.com/legal/tosa", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "server", "name": "Tableau Server", "category": "bi", "description": "Self-hosted analytics server", "sla_url": "https://www.tableau.com/legal/tosa", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Tableau is a Business Intelligence provider. See the official SLA at [https://www.tableau.com/legal](https://www.tableau.com/legal).\n\n" }, { "slug": "tailscale", "name": "Tailscale", "vendor": "Tailscale Inc.", "website": "https://tailscale.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://tailscale.com/sla", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "silver", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 5 }, { "below": 90, "credit": 10 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Support ticket", "url": "https://tailscale.com/contact/support", "required_evidence": [ "Dates and times of unavailability", "Affected plan/account details" ], "review_days": null, "credit_application": "Applied as credits toward future service; non-refundable and non-transferable" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Free plan users" ], "support": null, "support_tiers": [ { "name": "Starter", "slug": "starter", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Silver", "slug": "silver", "price": "Per-user subscription", "sla_eligible": true, "response_time": null }, { "name": "Gold", "slug": "gold", "price": "Per-user subscription", "sla_eligible": true, "response_time": null }, { "name": "Platinum", "slug": "platinum", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "tailscale-network", "name": "Tailscale Network (Control Plane)", "category": "security-and-identity", "description": "Zero-trust mesh VPN using WireGuard with centralized control plane", "sla_url": "https://tailscale.com/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Tailscale offers a 99.9% uptime SLA for Silver/Gold plans and 99.99% for Platinum. Credits are tiered at 5% (90–99.89% uptime) and 10% (<90%), capped at monthly fees. The SLA text is publicly available on GitHub. Claims must be filed within 30 days of the impacted month." }, { "slug": "talkdesk", "name": "Talkdesk", "vendor": "Talkdesk", "website": "https://www.talkdesk.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 100, "max_credit_percent": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "essentials", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 5 }, { "below": 99.7, "credit": 10 } ] }, "claim_process": { "deadline_days": 7, "deadline_basis": "end_of_month", "business_days": false, "method": "Support portal request", "url": "https://support.talkdesk.com/hc/en-us/requests/new", "required_evidence": [ "Detailed description of the time and circumstances during which the Talkdesk Service was not available" ], "review_days": null, "credit_application": "Applied to customer's account against fees to be paid" }, "exclusions": [ "Customer network issues", "Third-party service faults", "Customer acts or omissions", "General internet outages", "DDoS attacks", "Force majeure", "Scheduled maintenance" ], "support": { "tiers": [ "Standard", "Premium Care", "Premium Care Plus" ], "has_24x7": true, "fastest_response": "15 min (Urgent, Premium Care)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.talkdesk.com/cx-services/customer-care/", "note": "Premium Care Plus adds quarterly technical reviews and business continuity. 24x7x365; Premium Care adds faster response. Phone + online portal (not email). 24x7x365; Premium Care adds faster response. Phone + online portal (not email)." }, "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": "ai", "name": "Talkdesk AI", "category": "ai", "description": "Virtual agents and AI assist", "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "digital", "name": "Talkdesk Digital Engagement", "category": "digital", "description": "Chat, email, SMS", "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "analytics", "name": "Talkdesk Explore", "category": "analytics", "description": "Reporting and analytics", "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "voice", "name": "Talkdesk Voice", "category": "voice", "description": "Inbound/outbound voice", "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "wfm", "name": "Talkdesk Workforce Management", "category": "wfm", "description": "Scheduling and forecasting", "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Talkdesk is a Communication & Collaboration provider. See the official SLA at [https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate](https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate).\n\nTalkdesk advertises a \"100% of the time\" availability commitment but on a \"commercially reasonable efforts\" basis, with service credits capped at 10% of monthly License Fees. Credits are not automatic and must be requested within 7 days after the end of the affected month. The SLA has two editions: Essentials & Elevate (credit starts below 99.99% availability) and Elite & Industry Clouds (credit starts below 99.999%). This file reflects the Essentials & Elevate tier. The SLA does not publish distinct per-service uptime commitments; the 100% commitment applies to the Talkdesk Service generally.\n\n" }, { "slug": "temporal", "name": "Temporal Cloud", "vendor": "Temporal Technologies, Inc.", "website": "https://temporal.io", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://docs.temporal.io/cloud/sla", "last_verified": "2026-06-25", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Written request", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Force majeure events beyond Temporal control", "Customer or third-party voluntary actions/inactions", "Internet access problems beyond Temporal demarcation point", "Multi-region credit tiers below 99.0% not publicly confirmed" ], "support": null, "support_tiers": [ { "name": "Developer", "slug": "developer", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Production", "slug": "production", "price": "Usage-based", "sla_eligible": true, "response_time": null }, { "name": "Mission Critical", "slug": "mission-critical", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "temporal-cloud-standard", "name": "Temporal Cloud Standard Namespace", "category": "developer-tools", "description": "Managed workflow orchestration platform built on the open-source Temporal engine", "sla_url": "https://docs.temporal.io/cloud/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null }, { "id": "temporal-cloud-ha", "name": "Temporal Cloud High Availability Namespace", "category": "developer-tools", "description": "Multi-region or same-region replication namespace with 99.99% SLA", "sla_url": "https://docs.temporal.io/cloud/sla", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Temporal Cloud (Temporal Technologies, Inc., Delaware; Bellevue, WA) is a managed workflow orchestration platform. Standard Namespaces carry a 99.9% monthly SLA with a 10%/25%/100% tiered credit structure. High Availability (multi-region/same-region replication) Namespaces get 99.99%. Uptime is measured in 5-minute intervals averaged over the monthly billing cycle — only UNAVAILABLE gRPC errors count as downtime. Written credit requests must be submitted within 30 days of the Downtime Event." }, { "slug": "tenable", "name": "Tenable", "vendor": "Tenable", "website": "https://www.tenable.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Agreement.pdf", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 20, "max_credit": { "kind": "capped", "label": "20%", "value": 20, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 20, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 }, { "below": 95, "credit": 15 }, { "below": 90, "credit": 20 } ] }, "claim_process": { "deadline_days": 10, "deadline_basis": "end_of_month", "business_days": false, "method": "Email", "url": "mailto:credits@tenable.com", "required_evidence": [], "review_days": null, "credit_application": "Non-refundable; may only be applied to future upgrades or renewals of the affected Hosted Services" }, "exclusions": [ "Regular Maintenance", "Scheduled Maintenance", "Force Majeure Events", "Customer breach of the SLA or Agreement", "Customer environment, internal networks, computer systems, firewalls or inability to connect to the internet", "Failures of upstream service providers (e.g. AWS)" ], "support": { "tiers": [ "Standard", "Advanced", "Premier", "Elite", "Dedicated Elite" ], "has_24x7": true, "fastest_response": "1 hour (P1/Critical, higher tiers)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.tenable.com/support/plans", "note": "Five tiers; 24/7 from Advanced up; TAM add-on; Dedicated Elite assigns a named engineer. Advanced+ : 24x7x365, chat + phone. TAM is an add-on at Premier/Elite." }, "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": "asm", "name": "Tenable Attack Surface Management", "category": "asm", "description": "External attack surface discovery", "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Agreement.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cs", "name": "Tenable Cloud Security", "category": "cspm", "description": "Cloud security posture management", "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Agreement.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ad", "name": "Tenable Identity Exposure", "category": "identity-security", "description": "Active Directory security", "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Agreement.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "lumin", "name": "Tenable Lumin", "category": "risk-analytics", "description": "Cyber exposure analytics", "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Agreement.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "io", "name": "Tenable Vulnerability Management", "category": "vulnerability-management", "description": "Cloud-based vulnerability scanning", "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Agreement.pdf", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Tenable is a Security & Identity provider. See the official SLA at [https://static.tenable.com/prod_docs/Service_Level_Commitment.pdf](https://static.tenable.com/prod_docs/Service_Level_Commitment.pdf).\n\n" }, { "slug": "thoughtspot", "name": "ThoughtSpot", "vendor": "ThoughtSpot, Inc.", "website": "https://www.thoughtspot.com", "category": "analytics-and-bi", "category_name": "Analytics & BI", "tags": [], "sla_url": "https://www.thoughtspot.com/legal/thoughtspot-cloud-subscription-agreement", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 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": "pro", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 20, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Email", "url": "mailto:servicelevelcredits@thoughtspot.com", "required_evidence": [ "Written request identifying the affected production instance", "Support request numbers relating to the period of unavailability", "Dates and times when ThoughtSpot Cloud was not available" ], "review_days": null, "credit_application": "Applied to next invoice as a subscription fee credit" }, "exclusions": [ "Scheduled maintenance (with at least 48 hours prior written notice to administrator)", "Service Level Exclusions as defined in the agreement", "Trial and evaluation plan customers" ], "support": null, "support_tiers": [ { "name": "Pro", "slug": "pro", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Subscription", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "thoughtspot-cloud", "name": "ThoughtSpot Cloud", "category": "analytics-and-bi", "description": "AI-powered analytics and search-driven BI platform (cloud-hosted production instances)", "sla_url": "https://www.thoughtspot.com/legal/thoughtspot-cloud-subscription-agreement", "uptime": 99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "ThoughtSpot Cloud provides search-driven business intelligence for enterprises. The SLA applies to Pro and Enterprise plan production instances — the remedy is a per-minute credit equal to the monetary value of downtime below 99%, applied to the next invoice. Claims must be submitted in writing within 20 days of the end of the affected month." }, { "slug": "timescale", "name": "Timescale", "vendor": "Timescale, Inc.", "website": "https://www.timescale.com", "category": "databases-and-data-infrastructure", "category_name": "Databases & Data Infrastructure", "tags": [], "sla_url": "https://www.timescale.com/legal/timescale-cloud-service-level-agreement", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Non-Enterprise customers have no guaranteed credit remedy — credits at sole discretion only", "Enterprise SLA terms require Order Form" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "timescale-cloud", "name": "Timescale Cloud (Tiger Cloud)", "category": "database", "description": "Managed PostgreSQL with time-series extensions (rebranded to Tiger Cloud in January 2026)", "sla_url": "https://www.timescale.com/legal/timescale-cloud-service-level-agreement", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Timescale (rebranded TigerData in January 2026) offers managed PostgreSQL with time-series extensions. The SLA document exists but meaningful credit remedy is restricted to Enterprise plan customers — for non-Enterprise customers, credits are explicitly at the vendor's \"sole discretion\" with no obligation. Contact Timescale/TigerData directly for Enterprise SLA terms." }, { "slug": "together-ai", "name": "Together AI", "vendor": "Together Computer, Inc.", "website": "https://www.together.ai", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://www.together.ai/terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://www.together.ai/contact-sales", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": true, "fastest_response": "30 min (P0, Gold)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://www.together.ai/support", "note": "Support platform (all) + Slack (Silver+) + Discord community; P0 24x7x365 on Silver & Gold (otherwise PT business hours). TAM on Gold, which includes 20 hrs training/services. Support platform (all) + Slack (Silver+) + Discord community; P0 24x7x365 on Silver & Gold (otherwise PT business hours). TAM on Gold, which includes 20 hrs training/services." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "inference", "name": "Serverless Inference", "category": "ai", "description": "On-demand open-model API inference", "sla_url": "https://www.together.ai/products", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "finetune", "name": "Fine-Tuning", "category": "ai", "description": "Fine-tune open models", "sla_url": "https://www.together.ai/products", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "clusters", "name": "GPU Clusters", "category": "ai", "description": "H100/H200/B200 clusters", "sla_url": "https://www.together.ai/products", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Together AI is an AI & Machine Learning provider. See the SLA/terms at [https://www.together.ai/terms-of-service](https://www.together.ai/terms-of-service)." }, { "slug": "twilio", "name": "Twilio", "vendor": "Twilio", "website": "https://www.twilio.com/en-us", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.95, "max_credit_percent": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "flat", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.95, "credit": 10 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "end_of_calendar_month", "business_days": false, "method": "Customer Support request", "url": "https://help.twilio.com", "required_evidence": [ "\"SLA Claim\" as the support ticket subject", "Dates and times of each instance of unavailable monthly API time", "Documentation of the unavailable API time" ], "review_days": null, "credit_application": "Applied to future amounts payable (not a refund)" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Developer", "Production", "Business", "Personalized" ], "has_24x7": true, "fastest_response": "1 hour (P1, Business+ — 24/7)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": false, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.twilio.com/en-us/support-plans", "note": "Paid tiers priced as flat minimum or % of spend; response times are targets. Phone/chat at Production+; designated TAM only at Personalized; 24x7 is tier-gated (Production+). Phone/chat at Production+; designated TAM only at Personalized; 24x7 is tier-gated (Production+)." }, "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": [ { "name": "Enterprise Edition", "requirement": "Twilio Enterprise Edition", "uptime": 99.99, "max_credit_percent": 10, "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis" } ], "services": [ { "id": "conversations", "name": "Twilio Conversations", "category": "messaging", "description": "Multi-channel messaging", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "flex", "name": "Twilio Flex", "category": "contact-center", "description": "Cloud contact center", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "segment", "name": "Twilio Segment", "category": "cdp", "description": "Customer data platform", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sms", "name": "Twilio SMS", "category": "messaging", "description": "SMS messaging API", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "verify", "name": "Twilio Verify", "category": "identity", "description": "Phone verification", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "video", "name": "Twilio Video", "category": "video", "description": "Video calling platform", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "voice", "name": "Twilio Voice", "category": "voice", "description": "Programmable voice calls", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "whatsapp", "name": "Twilio WhatsApp", "category": "messaging", "description": "WhatsApp Business API", "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis", "uptime": 99.95, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Twilio is a Communication & Collaboration provider. See the official SLA at [https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis](https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis).\n\n" }, { "slug": "typeform", "name": "Typeform", "vendor": "Typeform", "website": "https://www.typeform.com", "category": "productivity", "category_name": "Productivity", "tags": [], "sla_url": "https://www.typeform.com/legal", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No SLA credits available", "url": "https://www.typeform.com/help/", "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", "Enterprise" ], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.typeform.com/enterprise", "note": "Enterprise includes a dedicated CSM and VIP priority support; no published response SLA. Enterprise VIP support + dedicated CSM and a Technical Implementation Specialist; email/help-center (no confirmed phone), no published 24x7." }, "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": "api", "name": "Typeform API", "category": "api", "description": "Form and responses API", "sla_url": "https://www.typeform.com/mea", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "forms", "name": "Typeform Forms", "category": "forms", "description": "Interactive forms", "sla_url": "https://www.typeform.com/mea", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "surveys", "name": "Typeform Surveys", "category": "survey", "description": "Survey creation", "sla_url": "https://www.typeform.com/mea", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "videoask", "name": "VideoAsk", "category": "video", "description": "Video-based interactions", "sla_url": "https://www.typeform.com/mea", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Typeform is a Enterprise Software provider. See the official SLA at [https://www.typeform.com/terms-service/](https://www.typeform.com/terms-service/).\n\n" }, { "slug": "ukg", "name": "UKG", "vendor": "UKG", "website": "https://www.ukg.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.ukg.com/ukgworkforce-central-cloud/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": 99.75, "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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 60, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.ukg.com/support", "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": [ "Gold", "Platinum", "Plus TAM" ], "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": "custom", "source_url": "https://www.ukg.com/support", "note": "Gold business-hours; Platinum faster priority response; Plus TAM adds a dedicated TAM. Platinum = 24/7/365 for high-priority (Gold is business hours); Plus TAM Support Plan adds a dedicated senior TAM. Platinum = 24/7/365 for high-priority (Gold is business hours); Plus TAM Support Plan adds a dedicated senior TAM." }, "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": "dimensions", "name": "UKG Dimensions", "category": "workforce-management", "description": "Workforce management", "sla_url": "https://www.ukg.com/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payroll", "name": "UKG Payroll", "category": "payroll", "description": "Payroll processing", "sla_url": "https://www.ukg.com/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "pro", "name": "UKG Pro", "category": "hcm", "description": "Enterprise HCM suite", "sla_url": "https://www.ukg.com/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ready", "name": "UKG Ready", "category": "hcm", "description": "Mid-market HCM", "sla_url": "https://www.ukg.com/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "talk", "name": "UKG Talk", "category": "employee-engagement", "description": "Employee communications", "sla_url": "https://www.ukg.com/legal", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "UKG is a HR & People Operations provider. See the official SLA at [https://www.ukg.com/legal](https://www.ukg.com/legal).\n\n" }, { "slug": "upcloud", "name": "UpCloud", "vendor": "UpCloud Ltd", "website": "https://upcloud.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://upcloud.com/terms-of-service/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.999, "max_credit_percent": null, "max_credit": { "kind": "capped", "label": "30 days", "value": 30, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "all plans", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 15, "deadline_basis": "incident_resolution", "business_days": false, "method": "Email", "url": "mailto:support@upcloud.com", "required_evidence": [ "Affected service item details", "Dates and duration of interruption" ], "review_days": null, "credit_application": "Service credits only — not exchangeable for cash" }, "exclusions": [ "Scheduled interruptions and security updates/patches", "Force majeure events", "Customer actions contrary to user instructions", "Customer operating systems or application software", "Free Trials", "UpCloud website, APIs, and Control Panel" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "cloud-servers", "name": "Cloud Servers", "category": "compute", "description": "UpCloud virtual machines (General Purpose, CPU-Optimized, Memory-Optimized, Developer)", "sla_url": "https://upcloud.com/terms-of-service/", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "UpCloud is a Cloud Infrastructure provider headquartered in Finland. The SLA uses a 50× multiplier model: credits equal 50 times the pro-rata fees for the actual downtime period, capped at 30 days of that service item's fees per incident. The 99.999% commitment applies to Premium plans (effective May 2025); Developer-tier plans commit to 99.99%." }, { "slug": "veeam", "name": "Veeam", "vendor": "Veeam", "website": "https://www.veeam.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html", "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": 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": "tiered", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 100 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.veeam.com/support.html", "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": [ "Basic", "Production", "Premier" ], "has_24x7": true, "fastest_response": "30 min (Sev1, Premier)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": false, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.veeam.com/legal/support-policy.html", "note": "Production is 24/7; Premier adds a Support Account Manager and proactive services. Production 1-hr / Premier 30-min Sev1 (24/7); Premier adds a Support Account Manager. Solution design/architecture/training are explicitly OUT of support scope (sold separately)." }, "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": "backup", "name": "Veeam Backup & Replication", "category": "backup", "description": "Enterprise backup solution", "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "m365", "name": "Veeam Backup for Microsoft 365", "category": "backup", "description": "Microsoft 365 backup", "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "cloud", "name": "Veeam Cloud Connect", "category": "cloud-backup", "description": "Cloud backup service", "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "one", "name": "Veeam ONE", "category": "monitoring", "description": "Backup monitoring and analytics", "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "recovery", "name": "Veeam Recovery Orchestrator", "category": "dr", "description": "Disaster recovery orchestration", "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Veeam is a Storage & Backup provider. See the official SLA at [https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html](https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html).\n\n" }, { "slug": "vercel", "name": "Vercel", "vendor": "Vercel", "website": "https://www.vercel.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://vercel.com/legal/sla", "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": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.99, "credit": 10 }, { "below": 99, "credit": 25 }, { "below": 95, "credit": 50 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "credit_eligibility_date", "business_days": false, "method": "Written notice to Vercel", "url": null, "required_evidence": [ "Log files showing Unscheduled Downtime and the date and time it occurred" ], "review_days": 60, "credit_application": "Monetary credit applied to future use of the Services" }, "exclusions": [ "Scheduled maintenance", "Failure of any third-party vendor", "The Internet in general", "Factors outside Vercel's reasonable control", "Your software or hardware, or third party software or hardware", "Force majeure events", "Components that do not serve customer content (e.g. APIs or CLI)" ], "support": { "tiers": [ "Community", "Standard", "Premium", "Enterprise" ], "has_24x7": true, "fastest_response": "2 hours (Sev1, Premium Enterprise)", "response_is_sla": false, "designated_contact": "none", "architecture_review": true, "professional_services": true, "success_program": true, "training": false, "pricing": "custom", "source_url": "https://vercel.com/legal/support-terms", "note": "Enterprise tiers (Standard/Premium) publish severity-based response targets; pro services available. Ticket/forum based (Slack is explicitly not a formal support channel; no phone). Standard Enterprise <4 business hrs Sev1, Premium Enterprise <2 hrs 24/7. No documented TAM/CSM." }, "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": "platform", "name": "Vercel Platform", "category": "hosting", "description": "The platform as a service that serves customer content to websites and/or applications. Per the SLA, components that do not serve customer content (e.g. APIs or CLI) are excluded.", "sla_url": "https://vercel.com/legal/sla", "uptime": 99.99, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Vercel is a Cloud Infrastructure provider. See the official SLA at [https://vercel.com/legal/sla](https://vercel.com/legal/sla).\n\n" }, { "slug": "vimeo", "name": "Vimeo", "vendor": "Vimeo", "website": "https://www.vimeo.com", "category": "content-and-media", "category_name": "Content & Media", "tags": [], "sla_url": "https://vimeo.com/legal/enterprise-terms/sla", "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": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 }, { "below": 99, "credit": 25 } ] }, "claim_process": { "deadline_days": 60, "deadline_basis": "end_of_month", "business_days": false, "method": "Account manager", "url": "https://vimeo.com/legal/enterprise-terms/sla", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 30, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled Maintenance up to two (2) hours per calendar month", "Emergency Maintenance up to one (1) hour per calendar month", "Force majeure events", "Outages affecting more than 50% of U.S. Internet traffic", "Unavailability of Amazon or Google cloud-based services", "Blocking or throttling by an Internet service provider or transit provider", "Customer intentional acts, errors, or omissions" ], "support": { "tiers": [ "Standard", "Advanced", "Enterprise" ], "has_24x7": true, "fastest_response": "30 min (critical, Enterprise Platinum)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://help.vimeo.com/hc/en-us/articles/12425669477137-About-contacting-Vimeo-Support-and-response-times", "note": "Enterprise lists a first-response target and a dedicated account manager. Contact form 24/7 all plans; live chat at Advanced+; phone is Enterprise-only (24/7 on Gold/Platinum). Professional services for OTT/Enterprise." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "hosting", "name": "Video Hosting", "category": "video", "description": "Video hosting and storage", "sla_url": "https://vimeo.com/legal/enterprise-terms/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "live", "name": "Vimeo Live", "category": "streaming", "description": "Live streaming", "sla_url": "https://vimeo.com/legal/enterprise-terms/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ott", "name": "Vimeo OTT", "category": "streaming", "description": "OTT streaming service", "sla_url": "https://vimeo.com/legal/enterprise-terms/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "player", "name": "Vimeo Player", "category": "video", "description": "Embeddable video player", "sla_url": "https://vimeo.com/legal/enterprise-terms/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "record", "name": "Vimeo Record", "category": "video", "description": "Screen recording", "sla_url": "https://vimeo.com/legal/enterprise-terms/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Vimeo is a Content & Media provider. See the official SLA at [https://vimeo.com/legal/enterprise-terms/sla](https://vimeo.com/legal/enterprise-terms/sla).\n\nVimeo's SLA is not public/universal: it only applies to Vimeo Enterprise, Vimeo OTT, and Livestream platforms, and only \"if specifically referenced on your Order Form or to Livestream subscription services purchased prior to April 16, 2020.\" Standard consumer plans are not covered.\n\n" }, { "slug": "vonage", "name": "Vonage", "vendor": "Vonage", "website": "https://www.vonage.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.vonage.com/legal/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": 99.999, "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": "incident_date", "business_days": false, "method": "Support", "url": "https://www.vonage.com/communications-apis/services/support/", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Essentials", "Premium", "Enterprise" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": false, "pricing": "custom", "source_url": "https://www.vonage.com/communications-apis/services/support/", "note": "Premium adds 24/7 and a designated support engineer; Enterprise adds an account manager. Essentials 24/5; Premium & Enterprise 24/7 with an SLA + Designated Support Engineer. Per-severity numbers not public. Accelerate Service Packs for consulting/deploy. Essentials 24/5; Premium & Enterprise 24/7 with an SLA + Designated Support Engineer. Per-severity numbers not public. Accelerate Service Packs for consulting/deploy." }, "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": "business-communications", "name": "Vonage Business Communications", "category": "ucaas", "description": "Unified communications", "sla_url": "https://www.vonage.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "contact-center", "name": "Vonage Contact Center", "category": "ccaas", "description": "Contact center platform", "sla_url": "https://www.vonage.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api-sms", "name": "Vonage SMS API", "category": "cpaas", "description": "SMS messaging APIs", "sla_url": "https://www.vonage.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api-video", "name": "Vonage Video API", "category": "cpaas", "description": "Video APIs", "sla_url": "https://www.vonage.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api-voice", "name": "Vonage Voice API", "category": "cpaas", "description": "Voice APIs", "sla_url": "https://www.vonage.com/legal/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Vonage is a Communication & Collaboration provider. See the official SLA at [https://www.vonage.com/legal/sla/](https://www.vonage.com/legal/sla/).\n\n" }, { "slug": "vultr", "name": "Vultr", "vendor": "The Constant Company, LLC", "website": "https://www.vultr.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://www.vultr.com/legal/sla/", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 100, "max_credit_percent": 100, "max_credit": { "kind": "capped", "label": "100%", "value": 100, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "all plans", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "credit", "max_credit_percent": 100, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 3, "deadline_basis": "incident_date", "business_days": false, "method": "Ticket", "url": "https://my.vultr.com/support/", "required_evidence": [ "Support ticket number related to the outage", "Affected instance details", "Request for credit applied to account" ], "review_days": null, "credit_application": "Non-refundable account credits; expire 1 year from issuance" }, "exclusions": [ "Scheduled maintenance with at least 24 hours notice", "Time-critical security patches (if outage does not exceed 10 minutes)", "Force majeure events", "Customer-caused issues" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "cloud-compute", "name": "Cloud Compute", "category": "compute", "description": "Regular cloud compute instances (shared vCPU)", "sla_url": "https://www.vultr.com/legal/sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "optimized-cloud-compute", "name": "Optimized Cloud Compute", "category": "compute", "description": "High-performance compute instances", "sla_url": "https://www.vultr.com/legal/sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null }, { "id": "bare-metal", "name": "Bare Metal", "category": "compute", "description": "Dedicated bare metal servers", "sla_url": "https://www.vultr.com/legal/sla/", "uptime": 100, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Vultr is a Cloud Infrastructure provider operating globally. The SLA guarantees 100% host node and network uptime; credits are calculated pro-rata (hourly rate × hours of downtime per affected instance, up to 100% of that instance's monthly cost). The 3-day claim window is among the shortest in the industry — tickets must be opened and a Vultr ticket number obtained within 3 days of the triggering event." }, { "slug": "wasabi", "name": "Wasabi", "vendor": "Wasabi Technologies, LLC", "website": "https://wasabi.com", "category": "cloud-infrastructure", "category_name": "Cloud Infrastructure", "tags": [], "sla_url": "https://wasabi.com/legal", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "all plans", "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": 60, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Email", "url": "mailto:support@wasabi.com", "required_evidence": [ "Error documentation showing internal server errors or service unavailability", "Dates and times of errors/outages", "Request type affected" ], "review_days": null, "credit_application": "Monetary credit to future Wasabi Service usage" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer-caused issues", "Credits below $1 USD minimum threshold" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "hot-cloud-storage", "name": "Hot Cloud Storage", "category": "object-storage", "description": "S3-compatible hot cloud object storage", "sla_url": "https://wasabi.com/legal", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Wasabi is a cloud object storage provider offering hot cloud storage at a flat per-TB price with no egress fees. The SLA covers Hot Cloud Storage with a 99.9% monthly availability commitment and sole-remedy credits. The specific credit percentage per uptime tier requires direct verification of the SLA page; the claim must be filed by the end of the second billing cycle after the incident." }, { "slug": "weaviate", "name": "Weaviate", "vendor": "Weaviate B.V.", "website": "https://weaviate.io", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://weaviate.io/sla", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": 30, "max_credit": { "kind": "capped", "label": "30%", "value": 30, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.5, "credit": 5 }, { "below": 99, "credit": 10 }, { "below": 98.5, "credit": 20 }, { "below": 98, "credit": 30 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Email", "url": "mailto:support@weaviate.io", "required_evidence": [ "Account/Project ID", "Affected service", "Incident timestamps", "Impact evidence" ], "review_days": 30, "credit_application": "Applied to future invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": true, "fastest_response": "1 business day (Sev1, Flex); faster on Plus/Premium", "response_is_sla": false, "designated_contact": "team", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://weaviate.io/support-plans", "note": "Email (Flex business hours; Plus 24/7 priority); Premium adds a telephone hotline and a Technical Account Team. Public Slack community is not official support. Premium training/experts. Email (Flex business hours; Plus 24/7 priority); Premium adds a telephone hotline and a Technical Account Team. Public Slack community is not official support. Premium training/experts." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "cloud", "name": "Weaviate Cloud", "category": "ai", "description": "Managed vector database", "sla_url": "https://weaviate.io", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "embeddings", "name": "Weaviate Embeddings", "category": "ai", "description": "Hosted embedding models", "sla_url": "https://weaviate.io", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "query-agent", "name": "Query Agent", "category": "ai", "description": "Agentic query layer", "sla_url": "https://weaviate.io", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Weaviate is an AI & Machine Learning provider. See the SLA/terms at [https://weaviate.io/sla](https://weaviate.io/sla)." }, { "slug": "webex", "name": "Webex", "vendor": "Webex", "website": "https://www.webex.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html", "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": "standard", "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": "incident_date", "business_days": false, "method": "Cisco TAC", "url": "https://help.webex.com", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Basic", "Enhanced", "Premium" ], "has_24x7": true, "fastest_response": "60 min (S1, Cisco Software Support)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "flat", "source_url": "https://www.cisco.com/c/dam/en/us/products/collateral/conferencing/webex-meeting-center/cisco-software-support-data-sheet.pdf", "note": "Basic included; Enhanced/Premium are paid add-ons; Premium has a designated service manager. 24/7 break-fix from Basic; phone mandatory for S1/S2. Enhanced/Premium add adoption help + a designated Service Manager. 24/7 break-fix from Basic; phone mandatory for S1/S2. Enhanced/Premium add adoption help + a designated Service Manager." }, "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": "calling", "name": "Webex Calling", "category": "voice", "description": "Cloud calling", "sla_url": "https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/webex.pdf", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "contact-center", "name": "Webex Contact Center", "category": "ccaas", "description": "Contact center platform", "sla_url": "https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "events", "name": "Webex Events", "category": "events", "description": "Virtual events platform", "sla_url": "https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "meetings", "name": "Webex Meetings", "category": "video", "description": "Video conferencing", "sla_url": "https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/webex.pdf", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "messaging", "name": "Webex Messaging", "category": "chat", "description": "Team messaging", "sla_url": "https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/webex.pdf", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Webex is a Communication & Collaboration provider. Cisco's official terms are published at [https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html](https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html). Cisco does not publish a public uptime SLA with service credits for Webex; the [Webex Offer Description](https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/webex.pdf) defines support response objectives only.\n\n" }, { "slug": "webflow", "name": "Webflow", "vendor": "Webflow", "website": "https://www.webflow.com", "category": "e-commerce", "category_name": "E-commerce", "tags": [], "sla_url": "https://webflow.com/legal/sla", "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": 25, "max_credit": { "kind": "capped", "label": "25%", "value": 25, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "flat", "remedy": "service_credit", "max_credit_percent": 25, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Written request to Webflow", "url": "https://support.webflow.com/get-support", "required_evidence": [ "Notice of downtime", "Initial time of downtime" ], "review_days": null, "credit_application": "Applied toward ensuing Renewal Term" }, "exclusions": [ "Scheduled maintenance", "Outages of third-party applications, utilities, or connections integrated by Customer (e.g. plug-ins or APIs)", "Components, processes, or systems not within Webflow's exclusive control (e.g. Customer proxies or DNS resolvers)", "Third-party denial of service or malicious attacks", "Force Majeure Events" ], "support": { "tiers": [ "Standard", "Enterprise" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://webflow.com/enterprise", "note": "Enterprise includes a dedicated CSM, priority queue, and onboarding; response details negotiated per contract. Email via Support Portal all tiers; Enterprise adds priority queue, contractual (non-public) response SLAs, a Solutions Architect, and phone (Enterprise-only, business hours M-F 6am-6pm PT). Hands-on builds routed to Certified Partners." }, "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": "cms", "name": "Webflow CMS", "category": "cms", "description": "Content management system", "sla_url": "https://webflow.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "designer", "name": "Webflow Designer", "category": "design", "description": "Visual web design tool", "sla_url": "https://webflow.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ecommerce", "name": "Webflow Ecommerce", "category": "e-commerce", "description": "E-commerce functionality", "sla_url": "https://webflow.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hosting", "name": "Webflow Hosting", "category": "hosting", "description": "Website hosting", "sla_url": "https://webflow.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "logic", "name": "Webflow Logic", "category": "automation", "description": "Visual automation builder", "sla_url": "https://webflow.com/legal/sla", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Webflow is a E-commerce provider. See the official SLA at [https://webflow.com/legal/sla](https://webflow.com/legal/sla).\n\n" }, { "slug": "wise", "name": "Wise", "vendor": "Wise Payments Limited", "website": "https://wise.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://wise.com/en/legal/terms-and-conditions", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact account team", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Uptime warranty explicitly disclaimed in Terms of Use", "No SLA exists for standard Wise accounts" ], "support": null, "support_tiers": [ { "name": "Personal", "slug": "personal", "price": "Usage-based", "sla_eligible": false, "response_time": null }, { "name": "Business", "slug": "business", "price": "Usage-based", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "wise-platform", "name": "Wise Money Transfer Platform", "category": "finance-and-payments", "description": "International money transfers, multi-currency accounts, and business payments", "sla_url": "https://wise.com/en/legal/terms-and-conditions", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Wise (Wise Payments Limited, UK; also Wise Europe SA/NV and Wise US Inc.) is an international money transfer and multi-currency banking platform. The Terms of Use explicitly disclaim any uptime warranty — no numeric SLA commitment or credit structure applies to standard accounts. Contact Wise for any enterprise arrangements." }, { "slug": "wistia", "name": "Wistia", "vendor": "Wistia, Inc.", "website": "https://wistia.com", "category": "marketing-and-analytics", "category_name": "Marketing & Analytics", "tags": [], "sla_url": "https://wistia.com/terms", "last_verified": "2026-06-25", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": true, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 10, "deadline_basis": "incident_date", "business_days": false, "method": "Written notice", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "No numeric uptime commitment (commercially reasonable efforts only)", "Sole remedy is re-performance or pro-rata refund at Wistia election" ], "support": null, "support_tiers": [ { "name": "Free", "slug": "free", "price": "Free", "sla_eligible": false, "response_time": null }, { "name": "Plus", "slug": "plus", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Pro", "slug": "pro", "price": "Subscription", "sla_eligible": false, "response_time": null }, { "name": "Advanced", "slug": "advanced", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "wistia-video-hosting", "name": "Wistia Video Hosting", "category": "marketing-and-analytics", "description": "Video hosting, marketing, and analytics platform for businesses", "sla_url": "https://wistia.com/terms", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "Wistia (Wistia, Inc., Delaware) is a video hosting and marketing analytics platform. Wistia commits only to \"commercially reasonable efforts\" to maintain service availability — no numeric uptime SLA or credit schedule is published. Warranty claims must be submitted in writing within 10 days of discovering a breach; the sole remedy is re-performance or a pro-rata fee refund at Wistia's election." }, { "slug": "wix", "name": "Wix", "vendor": "Wix", "website": "https://www.wix.com", "category": "e-commerce", "category_name": "E-commerce", "tags": [], "sla_url": "https://www.wix.com/about/terms-of-use/enterprise", "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": 10, "max_credit": { "kind": "capped", "label": "10%", "value": 10, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 10, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 10 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "eligibility_date", "business_days": false, "method": "Support", "url": "https://support.wix.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 Customer Care", "Enterprise (Priority)" ], "has_24x7": true, "fastest_response": "1 hour (Enterprise Priority, 24/7)", "response_is_sla": false, "designated_contact": "csm", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.wix.com/studio/enterprise", "note": "Enterprise bundles 24/7 priority support, a 1-hour first-response commitment, and a dedicated CSM. Enterprise Priority Support: up to a 1-hour first response, 24/7 (verified on Wix Enterprise terms), via ticket/\"Get Help\" routed to a named CSM (phone not committed for top tier). Up to 15 educational hours included; further training scoped separately." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": "< 24 hours" }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "blog", "name": "Wix Blog", "category": "cms", "description": "Blogging platform", "sla_url": "https://www.wix.com/about/terms-of-use/enterprise", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "bookings", "name": "Wix Bookings", "category": "scheduling", "description": "Booking and scheduling", "sla_url": "https://www.wix.com/about/terms-of-use/enterprise", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "stores", "name": "Wix Stores", "category": "e-commerce", "description": "E-commerce solution", "sla_url": "https://www.wix.com/about/terms-of-use/enterprise", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "studio", "name": "Wix Studio", "category": "design", "description": "Advanced design tools", "sla_url": "https://www.wix.com/about/terms-of-use/enterprise", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "websites", "name": "Wix Websites", "category": "website-builder", "description": "Website builder platform", "sla_url": "https://www.wix.com/about/terms-of-use/enterprise", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Wix is a E-commerce provider. The public credit-backed SLA (\"Exhibit B - Wix Enterprise Plan SLA\") applies only to the Wix Enterprise Plan: 99.9% Annual Uptime Percentage, 10% Service Credit, claims within 30 days, request-based (not automatic). See the official SLA at [https://www.wix.com/about/terms-of-use/enterprise](https://www.wix.com/about/terms-of-use/enterprise).\n\n" }, { "slug": "wiz", "name": "Wiz", "vendor": "Wiz, Inc.", "website": "https://wiz.io", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://legal.wiz.io/legal", "last_verified": "2026-06-24", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.5, "max_credit_percent": 20, "max_credit": { "kind": "capped", "label": "20%", "value": 20, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": false, "default_credit_policy": { "calculation": "flat", "remedy": "credit", "max_credit_percent": 20, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "billing_cycle_end", "business_days": false, "method": "Support ticket", "url": "https://legal.wiz.io/legal", "required_evidence": [ "Evidence that the annual SLO was not met", "Dates and times of unavailability" ], "review_days": null, "credit_application": "Applied as monetary credit against the following year's Annual Subscription Fee" }, "exclusions": [ "Scheduled maintenance (≥72 hours advance notice)", "Hot fixes (≥3 hours advance notice)", "Force majeure events", "Customer-caused issues", "Free and trial services" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Annual subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "wiz-cspm", "name": "Wiz Cloud Security Platform", "category": "security-and-identity", "description": "Cloud security posture management (CSPM), vulnerability management, and cloud detection and response", "sla_url": "https://legal.wiz.io/legal", "uptime": 99.5, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "Wiz (cloud security posture management) offers a 99.5% uptime SLA measured annually — an unusually weak measurement period that averages out short outages over a full year. Credits are capped at 20% of the annual subscription fee, applied against the following year's fees. Claims must be filed within 30 days after the year ends (by January 31)." }, { "slug": "woocommerce", "name": "WooCommerce", "vendor": "Automattic Inc.", "website": "https://woocommerce.com", "category": "e-commerce", "category_name": "E-commerce", "tags": [], "sla_url": "https://wordpress.com/tos/", "last_verified": "2026-06-24", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "none", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Contact support", "url": null, "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Services provided on an as-is basis with no uptime warranty or credit remedy", "Liability capped at $50 or 12 months of fees paid, whichever is greater" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included with paid plans", "sla_eligible": false, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "woocommerce-platform", "name": "WooCommerce.com Platform", "category": "e-commerce", "description": "E-commerce plugin for WordPress, extensions marketplace, and WooCommerce Payments", "sla_url": "https://wordpress.com/tos/", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-24", "credit_policy": null } ], "notes": "WooCommerce is an open-source e-commerce plugin for WordPress, operated by Automattic. The WordPress.com Terms of Service (governing WooCommerce.com services since January 2021) contain explicit \"as is\" disclaimers with no uptime commitment and a $50 liability cap. WordPress VIP has a separate 99.95% SLA that does not apply to WooCommerce.com services." }, { "slug": "workable", "name": "Workable", "vendor": "Workable", "website": "https://www.workable.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.workable.com/legal/additional-terms?tab=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": 99.8, "max_credit_percent": 30, "max_credit": { "kind": "capped", "label": "30 days", "value": 30, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "annual", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.8, "credit": 10 }, { "below": 97, "credit": 25 } ] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://help.workable.com", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 30, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled Downtime (notified at least one business day prior)", "Emergency Downtime (vulnerability remediation)", "Slowness or other performance issues with individual features", "Issues related to external apps or third-party providers beyond Workable's control", "Products or features identified as pilot, alpha, beta or similar", "External network or equipment problems outside Workable's reasonable control" ], "support": { "tiers": [ "Priority support (all paid plans)" ], "has_24x7": false, "fastest_response": "3 hours (first response, business hours)", "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": "included", "source_url": "https://www.workable.com/pricing", "note": "Single support level across paid plans; 24/7 email, 3-hour target. No credits. Email 24/7; phone/chat Mon-Fri 3am-5pm ET. No dedicated CSM/TAM. Email 24/7; phone/chat Mon-Fri 3am-5pm ET. No dedicated CSM/TAM." }, "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": "video", "name": "Video Interviews", "category": "video", "description": "Video interviewing", "sla_url": "https://www.workable.com/legal/additional-terms?tab=service-level-agreement", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hr", "name": "Workable HR", "category": "hris", "description": "HR management", "sla_url": "https://www.workable.com/legal/additional-terms?tab=service-level-agreement", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "recruiting", "name": "Workable Recruiting", "category": "ats", "description": "Applicant tracking", "sla_url": "https://www.workable.com/legal/additional-terms?tab=service-level-agreement", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sourcing", "name": "Workable Sourcing", "category": "sourcing", "description": "AI-powered sourcing", "sla_url": "https://www.workable.com/legal/additional-terms?tab=service-level-agreement", "uptime": 99.8, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Workable is a HR & People Operations provider. See the official SLA at [https://www.workable.com/legal/additional-terms?tab=service-level-agreement](https://www.workable.com/legal/additional-terms?tab=service-level-agreement).\n\nNote: Workable's SLA commits to a Monthly Uptime Percentage of 99.8% or greater. Service Credits are expressed in days of Services (7 / 14 / 30 days), pro-rated against the Workable Annual Plan fees, and must be requested in writing. The SLA does not state a deadline (in days) for submitting credit requests.\n\n" }, { "slug": "workday", "name": "Workday", "vendor": "Workday", "website": "https://www.workday.com", "category": "hr-and-people-operations", "category_name": "HR & People Operations", "tags": [], "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.7, "max_credit_percent": 30, "max_credit": { "kind": "capped", "label": "30%", "value": 30, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "manual", "remedy": "request", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.7, "credit": 30 } ] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": null, "url": null, "required_evidence": [], "review_days": null, "credit_application": "Deducted from next invoice for Subscription Fees, or refunded if no subsequent invoice" }, "exclusions": [ "Customer acts or omissions (incl. use inconsistent with Documentation)", "Events outside Workday's reasonable control (force majeure)", "Customer or third-party software, hardware, or services", "Applications developed under the Workday Developer Program", "Scheduled maintenance windows" ], "support": { "tiers": [ "Standard", "Accelerate Essentials", "Accelerate", "Accelerate Plus" ], "has_24x7": true, "fastest_response": "1 hour (higher-severity cases)", "response_is_sla": false, "designated_contact": "team", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://www.workday.com/en-us/services/support.html", "note": "Accelerate Plus adds a named TAM and governance guidance; per-tier response SLAs are not publicly published. Case-based via Named Support Contact + Community portal (not phone-led). Standard 24/5 (Sev1 24/7 for all); full 24/7 via Workday Success Plans. Case-based via Named Support Contact + Community portal (not phone-led). Standard 24/5 (Sev1 24/7 for all); full 24/7 via Workday Success Plans." }, "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": "planning", "name": "Workday Adaptive Planning", "category": "finance", "description": "Financial planning and analysis", "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf", "uptime": 99.7, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "financials", "name": "Workday Financial Management", "category": "finance", "description": "Enterprise financials and accounting", "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf", "uptime": 99.7, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "hcm", "name": "Workday HCM", "category": "hcm", "description": "Human Capital Management - core HR", "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf", "uptime": 99.7, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "learning", "name": "Workday Learning", "category": "hcm", "description": "Learning management system", "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf", "uptime": 99.7, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payroll", "name": "Workday Payroll", "category": "hcm", "description": "Payroll processing - critical timing", "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf", "uptime": 99.7, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Workday is a HR & People Operations provider. See the official SLA at [Universal Service Level Availability and Support Policy](https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf) (last updated June 4, 2026). Workday commits to 99.7% monthly uptime for all Workday Service product lines (HiredScore is 99.5%). Service credits are not automatic: a customer must request remedies, which escalate by the number of Failures in a rolling six-month period (corrective-action meeting for the 1st, then 10%/20%/30% of the affected Service's monthly Subscription Fee for the 2nd/3rd/4th).\n\n" }, { "slug": "writer", "name": "Writer", "vendor": "Writer, Inc.", "website": "https://writer.com", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://writer.com/legal/sla/", "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": 20, "max_credit": { "kind": "capped", "label": "20%", "value": 20, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "enterprise", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 20, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.9, "credit": 5 }, { "below": 99, "credit": 10 }, { "below": 98, "credit": 20 } ] }, "claim_process": { "deadline_days": 5, "deadline_basis": "incident_date", "business_days": true, "method": "Email", "url": "https://writer.com/contact-us/", "required_evidence": [ "Account/Project ID", "Affected service", "Incident timestamps", "Impact evidence" ], "review_days": 30, "credit_application": "Applied to future invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "csm", "architecture_review": false, "professional_services": true, "success_program": false, "training": false, "pricing": null, "source_url": "https://writer.com/plans/", "note": "Self-serve Help Center + Enterprise \"dedicated support\" (no published channel list, phone, or response SLA). Optional solution packs/services, custom model training, integration/onboarding (sales-quoted). Self-serve Help Center + Enterprise \"dedicated support\" (no published channel list, phone, or response SLA). Optional solution packs/services, custom model training, integration/onboarding (sales-quoted)." }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "palmyra", "name": "Palmyra LLMs", "category": "ai", "description": "Enterprise LLM family (Palmyra X5)", "sla_url": "https://writer.com", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ai-studio", "name": "AI Studio", "category": "ai", "description": "Developer platform / API", "sla_url": "https://dev.writer.com/home/introduction", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "ai-hq", "name": "AI HQ / Agents", "category": "ai", "description": "Agent building and workflows", "sla_url": "https://writer.com", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Writer is an AI & Machine Learning provider. See the SLA/terms at [https://writer.com/legal/sla/](https://writer.com/legal/sla/)." }, { "slug": "xai", "name": "xAI", "vendor": "X.AI LLC", "website": "https://x.ai", "category": "ai-and-machine-learning", "category_name": "AI & Machine Learning", "tags": [], "sla_url": "https://x.ai/legal/terms-of-service-enterprise", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "N/A - No public SLA credits", "url": "https://x.ai/api", "required_evidence": [], "review_days": null, "credit_application": null }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Beta / preview features" ], "support": { "tiers": [], "has_24x7": false, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": false, "pricing": null, "source_url": "https://x.ai/api", "note": "Email (sales@x.ai) + enterprise contact form + docs; no published support portal/phone/Slack, response SLA, or professional-services offering. (Latency \"67ms\" figures are model, not support.) Email (sales@x.ai) + enterprise contact form + docs; no published support portal/phone/Slack, response SLA, or professional-services offering. (Latency \"67ms\" figures are model, not support.)" }, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Included", "sla_eligible": false, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": false, "response_time": "< 1 hour" } ], "sla_tiers": [], "services": [ { "id": "grok-api", "name": "Grok API", "category": "ai", "description": "Chat/reasoning completions (Grok 4 family)", "sla_url": "https://docs.x.ai/overview", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "grok-fast", "name": "Grok Mini / Fast", "category": "ai", "description": "Lower-cost / faster models", "sla_url": "https://docs.x.ai/overview", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "live-search", "name": "Live Search API", "category": "ai", "description": "Real-time search-grounded responses", "sla_url": "https://docs.x.ai/overview", "uptime": null, "uptime_scope": "global", "sla_eligible": false, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "xAI is an AI & Machine Learning provider. See the SLA/terms at [https://x.ai/legal/terms-of-service-enterprise](https://x.ai/legal/terms-of-service-enterprise)." }, { "slug": "xero", "name": "Xero", "vendor": "Xero", "website": "https://www.xero.com", "category": "finance-and-payments", "category_name": "Finance & Payments", "tags": [], "sla_url": "https://www.xero.com/legal/terms/", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Xero Central", "url": "https://central.xero.com/0/", "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 (uniform)" ], "has_24x7": true, "fastest_response": null, "response_is_sla": false, "designated_contact": "none", "architecture_review": false, "professional_services": false, "success_program": false, "training": true, "pricing": "included", "source_url": "https://www.xero.com/us/support/contact-support/", "note": "Free unlimited 24/7 online support; email/callback only, no tiered offering, no SLA. Free unlimited 24/7 online support via Xero Central -> AI chat -> case (+ callback; no inbound phone line). No paid support tiers or first-party professional services (implementation via the advisor/partner ecosystem)." }, "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": "accounting", "name": "Xero Accounting", "category": "accounting", "description": "Cloud accounting", "sla_url": "https://www.xero.com/legal/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "api", "name": "Xero API", "category": "apis", "description": "Developer API", "sla_url": "https://www.xero.com/legal/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "expenses", "name": "Xero Expenses", "category": "expense", "description": "Expense management", "sla_url": "https://www.xero.com/legal/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "payroll", "name": "Xero Payroll", "category": "payroll", "description": "Payroll processing", "sla_url": "https://www.xero.com/legal/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "projects", "name": "Xero Projects", "category": "project-management", "description": "Project tracking", "sla_url": "https://www.xero.com/legal/terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Xero is a Finance & Payments provider. See the official SLA at [https://www.xero.com/legal/terms/](https://www.xero.com/legal/terms/).\n\n" }, { "slug": "zapier", "name": "Zapier", "vendor": "Zapier", "website": "https://www.zapier.com", "category": "developer-tools", "category_name": "Developer Tools", "tags": [], "sla_url": "https://zapier.com/legal/terms-of-service", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": null, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://zapier.com/help", "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": [ "Professional", "Team", "Enterprise" ], "has_24x7": true, "fastest_response": "30 min (first-response goal, Enterprise)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "included", "source_url": "https://help.zapier.com/hc/en-us/articles/8496213764877-Get-help-and-support-with-Zapier", "note": "Response times are explicitly stated as \"goals,\" not credit-backed. Enterprise gets 6 hrs/month TAM. No phone; channels are email + chat + screen-share. Response time is a goal, not an SLA. Guided implementation + embedded resources available." }, "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": "interfaces", "name": "Zapier Interfaces", "category": "app-builder", "description": "No-code app builder", "sla_url": "https://zapier.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "tables", "name": "Zapier Tables", "category": "database", "description": "No-code database", "sla_url": "https://zapier.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "transfer", "name": "Zapier Transfer", "category": "data-migration", "description": "Bulk data transfer", "sla_url": "https://zapier.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "zaps", "name": "Zapier Zaps", "category": "automation", "description": "Workflow automations", "sla_url": "https://zapier.com/legal/terms-of-service", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Zapier is a Integration & Automation provider. See Zapier's legal documents at [https://zapier.com/legal](https://zapier.com/legal). Note: Zapier does not publish a public standalone SLA; its uptime SLA is Enterprise-tier and provided under the Enterprise Agreement.\n\n" }, { "slug": "zendesk", "name": "Zendesk", "vendor": "Zendesk", "website": "https://www.zendesk.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability", "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": null, "max_credit": { "kind": "uncapped", "label": "No stated cap", "value": null, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "premier", "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": 60, "deadline_basis": "end_of_impacted_month", "business_days": false, "method": "Email to servicecredit@zendesk.com", "url": "https://support.zendesk.com/hc/en-us", "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", "Premier Access", "Premier Plus", "Premier Enterprise" ], "has_24x7": true, "fastest_response": "30 min (Critical, Premier tiers)", "response_is_sla": true, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://support.zendesk.com/hc/en-us/articles/10563447642906-What-is-Zendesk-Premier-and-what-does-it-include", "note": "Zendesk Premier tiers carry credit-backed availability and support SLAs; Premier Enterprise adds weekly TAM reviews. 24/7 technical support is Premier-only (Standard is 8x5). Direct phone at Premier Plus/Enterprise, which add a TAM. 24/7 technical support is Premier-only (Standard is 8x5). Direct phone at Premier Plus/Enterprise, which add a TAM." }, "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": "chat", "name": "Zendesk Chat", "category": "customer-service", "description": "Live chat", "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "explore", "name": "Zendesk Explore", "category": "analytics", "description": "Analytics and reporting", "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "guide", "name": "Zendesk Guide", "category": "knowledge-base", "description": "Help center and knowledge base", "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "sell", "name": "Zendesk Sell", "category": "crm", "description": "Sales CRM", "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "support", "name": "Zendesk Support", "category": "customer-service", "description": "Ticketing system", "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "talk", "name": "Zendesk Talk", "category": "voice", "description": "Call center software", "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Zendesk is a Communication & Collaboration provider. See the official SLA at [https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability](https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability).\n\n" }, { "slug": "zoho", "name": "Zoho", "vendor": "Zoho", "website": "https://www.zoho.com", "category": "crm-and-marketing", "category_name": "CRM & Marketing", "tags": [], "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability", "last_verified": "2026-06-23", "sla_status": "nosla", "sla_status_label": "No public SLA", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "none", "label": null, "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "none", "remedy": "no_sla", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Support", "url": "https://www.zoho.com/contactus.html", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 30, "credit_application": "Applied to next invoice" }, "exclusions": [ "Planned maintenance (customers notified at least 48 hours in advance)", "Factors outside Zoho's control (ISP failures, natural disasters, denial-of-service attacks)", "Customer-side issues (customer's own hardware, software, or network configuration)" ], "support": { "tiers": [ "Classic", "Premium", "Enterprise" ], "has_24x7": true, "fastest_response": "1 hour (Enterprise)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": true, "training": true, "pricing": "percent_of_spend", "source_url": "https://www.zoho.com/one/pricing/support-plans.html", "note": "Premium 20% / Enterprise 25% of license; response times are targets, no credit remedy. Per-product plans (Classic/Premium/Enterprise). Enterprise = 24/7 all channels + dedicated TAM; Premium email 24/7 but chat/calls weekday-only. Jumpstart/EBS implementation available. Per-product plans (Classic/Premium/Enterprise). Enterprise = 24/7 all channels + dedicated TAM; Premium email 24/7 but chat/calls weekday-only. Jumpstart/EBS implementation available." }, "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": "books", "name": "Zoho Books", "category": "accounting", "description": "Accounting software", "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "campaigns", "name": "Zoho Campaigns", "category": "email-marketing", "description": "Email marketing", "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "crm", "name": "Zoho CRM", "category": "crm", "description": "Customer relationship management", "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "desk", "name": "Zoho Desk", "category": "customer-service", "description": "Help desk software", "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "people", "name": "Zoho People", "category": "hr", "description": "HR management", "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "projects", "name": "Zoho Projects", "category": "project-management", "description": "Project management", "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Zoho is a CRM & Sales provider. See the official SLA at [https://help.zoho.com/portal/en/kb/crm/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability](https://help.zoho.com/portal/en/kb/crm/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability).\n\n" }, { "slug": "zoom", "name": "Zoom", "vendor": "Zoom", "website": "https://www.zoom.com", "category": "communication-and-collaboration", "category_name": "Communication & Collaboration", "tags": [], "sla_url": "https://www.zoom.com/en/trust/terms/", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": 50, "max_credit": { "kind": "capped", "label": "50%", "value": 50, "unit": "percent" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 50, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": 30, "deadline_basis": "incident_date", "business_days": false, "method": "Zoom Support", "url": "https://support.zoom.com/hc/en/contact", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 15, "credit_application": "Applied to next invoice" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard", "Premier", "Premier+" ], "has_24x7": true, "fastest_response": "1 hour (P1, Premier; 30 min at Premier Elite)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": false, "professional_services": true, "success_program": true, "training": false, "pricing": "custom", "source_url": "https://www.zoom.com/en/support-plans/", "note": "Premier+ adds an assigned TAM and prioritized tickets; response times are objectives. Premier support tiers; assigned TAM at Premier+. Professional/onboarding services exist (prior prof_services=false was wrong). Premier support tiers; assigned TAM at Premier+. Professional/onboarding services exist (prior prof_services=false was wrong)." }, "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": "meetings", "name": "Zoom Meetings", "category": "video", "description": "Video conferencing", "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "phone", "name": "Zoom Phone", "category": "ucaas", "description": "Cloud phone system", "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "rooms", "name": "Zoom Rooms", "category": "hardware", "description": "Conference room solution", "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "chat", "name": "Zoom Team Chat", "category": "messaging", "description": "Team messaging", "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "webinars", "name": "Zoom Webinars", "category": "events", "description": "Large-scale events", "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/", "uptime": null, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Zoom is a Communication & Collaboration provider. See the official SLA at [https://www.zoom.com/en/trust/terms/](https://www.zoom.com/en/trust/terms/).\n\n" }, { "slug": "zoominfo", "name": "ZoomInfo", "vendor": "ZoomInfo Technologies LLC", "website": "https://www.zoominfo.com", "category": "marketing-and-analytics", "category_name": "Marketing & Analytics", "tags": [], "sla_url": "https://www.zoominfo.com/legal/ltc", "last_verified": "2026-06-25", "sla_status": "termination", "sla_status_label": "Termination-only", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.9, "max_credit_percent": null, "max_credit": { "kind": "termination", "label": "No service credit", "value": null, "unit": "none" }, "has_automatic_credits": false, "min_plan_for_sla": "paid", "needs_review": false, "default_credit_policy": { "calculation": "pro_rated", "remedy": "termination_with_refund", "max_credit_percent": null, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [] }, "claim_process": { "deadline_days": null, "deadline_basis": null, "business_days": false, "method": "Written notice", "url": null, "required_evidence": [ "Written notice to ZoomInfo after first availability breach", "Second breach must occur within 3 months of initial notice to trigger termination right" ], "review_days": null, "credit_application": null }, "exclusions": [ "Planned maintenance windows", "Force majeure or factors outside ZoomInfo control", "Intermittent outages less than 5 minutes", "Remedy is termination + prorated refund only, not service credits", "Two-strike mechanism — second breach within 3 months required to exercise remedy" ], "support": null, "support_tiers": [ { "name": "Standard", "slug": "standard", "price": "Subscription", "sla_eligible": true, "response_time": null }, { "name": "Enterprise", "slug": "enterprise", "price": "Custom", "sla_eligible": true, "response_time": null } ], "sla_tiers": [], "services": [ { "id": "zoominfo-platform", "name": "ZoomInfo Sales Intelligence Platform", "category": "marketing-and-analytics", "description": "B2B intelligence and data platform with company/contact data, intent signals, and sales workflows", "sla_url": "https://www.zoominfo.com/legal/ltc", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-25", "credit_policy": null } ], "notes": "ZoomInfo (ZoomInfo Technologies LLC, Delaware; Vancouver, WA) is a B2B intelligence and data platform. The SLA guarantees 99.9% monthly availability, but the remedy is unusual: it is not a service credit — it is a prorated refund triggered only after a two-strike mechanism. Licensees must first give written notice of a breach; if availability falls below 99.9% again within 3 months, the Licensee may terminate and receive a prorated refund of prepaid fees. Intermittent outages under 5 minutes are excluded from the uptime calculation." }, { "slug": "zscaler", "name": "Zscaler", "vendor": "Zscaler", "website": "https://www.zscaler.com", "category": "security-and-identity", "category_name": "Security & Identity", "tags": [], "sla_url": "https://www.zscaler.com/legal/sla-support", "last_verified": "2026-06-23", "sla_status": "credit", "sla_status_label": "Credit-backed", "sla_help_wanted": false, "status_page": null, "scope": "global", "uptime": 99.999, "max_credit_percent": 30, "max_credit": { "kind": "capped", "label": "30 days", "value": 30, "unit": "days" }, "has_automatic_credits": false, "min_plan_for_sla": "standard", "needs_review": false, "default_credit_policy": { "calculation": "tiered", "remedy": "credit", "max_credit_percent": 30, "unit": "percent", "note": null, "automatic": false, "credit_tiers": [ { "below": 99.999, "credit": 10 }, { "below": 99.99, "credit": 25 } ] }, "claim_process": { "deadline_days": 10, "deadline_basis": "incident_date", "business_days": false, "method": "Support ticket", "url": "https://help.zscaler.com", "required_evidence": [ "Account ID", "Affected services", "Incident timestamps", "Impact description" ], "review_days": 10, "credit_application": "Applied against future Fees for the applicable SaaS" }, "exclusions": [ "Scheduled maintenance", "Force majeure events", "Customer misconfigurations", "Free tier services", "Beta features" ], "support": { "tiers": [ "Standard", "Essentials", "Support Plus", "Premium Advanced", "Premium Advanced Plus" ], "has_24x7": true, "fastest_response": "15 min (P1/Urgent, Premium Support Advanced Plus)", "response_is_sla": false, "designated_contact": "tam", "architecture_review": true, "professional_services": true, "success_program": true, "training": true, "pricing": "custom", "source_url": "https://help.zscaler.com/support-offerings", "note": "Premium tiers add biannual architecture reviews and a focal support pod; response times are SLOs, not credit-backed SLAs. 24x7x365 ZTAC; named TAM at Premium Plus/Advanced Plus; proactive Customer Success / Focal Support." }, "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": "deception", "name": "Zscaler Deception", "category": "deception", "description": "Deception-based threat detection", "sla_url": "https://www.zscaler.com/legal/sla-support", "uptime": 99.9, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "zdx", "name": "Zscaler Digital Experience (ZDX)", "category": "dem", "description": "Digital experience monitoring", "sla_url": "https://www.zscaler.com/legal/sla-support", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "zia", "name": "Zscaler Internet Access (ZIA)", "category": "secure-web-gateway", "description": "Cloud-native secure web gateway", "sla_url": "https://www.zscaler.com/legal/sla-support", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null }, { "id": "zpa", "name": "Zscaler Private Access (ZPA)", "category": "ztna", "description": "Zero trust network access", "sla_url": "https://www.zscaler.com/legal/sla-support", "uptime": 99.999, "uptime_scope": "global", "sla_eligible": true, "last_verified": "2026-06-23", "credit_policy": null } ], "notes": "Zscaler is a Security & Identity provider. See the official SLA at [https://www.zscaler.com/legal/sla-support](https://www.zscaler.com/legal/sla-support).\n\n" } ] }