{ "schema_version": "1.2.0", "generated_at": "2026-09-09T01:12:48.605Z", "last_modified": "2026-06-23", "result": { "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" } }