{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "salesforce",
    "name": "Salesforce",
    "vendor": "Salesforce, Inc.",
    "website": "https://www.salesforce.com",
    "category": "crm-and-marketing",
    "category_name": "CRM & Marketing",
    "tags": [],
    "sla_url": "https://www.salesforce.com/company/legal/",
    "last_verified": "2026-06-23",
    "sla_status": "nosla",
    "sla_status_label": "No public SLA",
    "sla_help_wanted": true,
    "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": "enterprise",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "none",
      "remedy": "no_sla",
      "max_credit_percent": null,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "end_of_billing_month",
      "business_days": false,
      "method": "Salesforce Support",
      "url": "https://help.salesforce.com/s/?language=en_US",
      "required_evidence": [
        "Organization ID",
        "Affected services",
        "Incident timestamps",
        "User impact description"
      ],
      "review_days": 15,
      "credit_application": "Applied to next invoice"
    },
    "exclusions": [
      "Scheduled maintenance",
      "Force majeure events",
      "Customer configurations",
      "Sandbox environments",
      "Beta/Preview features",
      "Third-party integrations"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Premier",
        "Signature"
      ],
      "has_24x7": true,
      "fastest_response": "1 hour (Sev1, Premier/Signature)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "percent_of_spend",
      "source_url": "https://www.salesforce.com/services/success-plans/",
      "note": "Premier (roughly 30 percent of license) and Signature (custom) add 24x7 support and faster Sev1 targets; Signature adds a designated CSM, annual technical health review, and architect reviews. Salesforce publishes no credited uptime SLA, and support response times are targets. Sev1/Sev2 24/7 + 24/7 phone on Premier/Signature (Standard is ~2 business days, not 24/7). Signature designates a technical account team. (Prior 15-min figure was unsupported.) Sev1/Sev2 24/7 + 24/7 phone on Premier/Signature (Standard is ~2 business days, not 24/7). Signature designates a technical account team. (Prior 15-min figure was unsupported.)"
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 2 business days"
      },
      {
        "name": "Premier",
        "slug": "premier",
        "price": "30% of license fees",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      },
      {
        "name": "Signature",
        "slug": "signature",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 15 minutes"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "sales-cloud",
        "name": "Sales Cloud",
        "category": "crm",
        "description": "Sales automation and CRM",
        "sla_url": "https://www.salesforce.com/company/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "service-cloud",
        "name": "Service Cloud",
        "category": "customer-service",
        "description": "Customer service platform",
        "sla_url": "https://www.salesforce.com/company/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "marketing-cloud",
        "name": "Marketing Cloud",
        "category": "marketing",
        "description": "Digital marketing platform",
        "sla_url": "https://www.salesforce.com/company/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "commerce-cloud",
        "name": "Commerce Cloud",
        "category": "e-commerce",
        "description": "E-commerce platform",
        "sla_url": "https://www.salesforce.com/company/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "platform",
        "name": "Salesforce Platform",
        "category": "paas",
        "description": "Application development platform",
        "sla_url": "https://www.salesforce.com/company/legal/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "heroku",
        "name": "Heroku",
        "category": "paas",
        "description": "Cloud application platform",
        "sla_url": "https://www.heroku.com/policy/agreements/",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Salesforce is a CRM & Marketing provider. See the official SLA at [https://www.salesforce.com/company/legal/agreements/](https://www.salesforce.com/company/legal/agreements/).\n\n<!-- Add human-readable notes about Salesforce's SLA nuances here. -->"
  }
}