{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "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<!-- Add human-readable notes about Heap's SLA nuances here. -->"
  }
}