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