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