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