{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "smartsheet",
    "name": "Smartsheet",
    "vendor": "Smartsheet",
    "website": "https://www.smartsheet.com",
    "category": "productivity",
    "category_name": "Productivity",
    "tags": [],
    "sla_url": "https://www.smartsheet.com/legal/sla",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.9,
    "max_credit_percent": 50,
    "max_credit": {
      "kind": "capped",
      "label": "50%",
      "value": 50,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "enterprise",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 50,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.9,
          "credit": 10
        },
        {
          "below": 99,
          "credit": 25
        },
        {
          "below": 95,
          "credit": 50
        }
      ]
    },
    "claim_process": {
      "deadline_days": 30,
      "deadline_basis": "end_of_calendar_month",
      "business_days": false,
      "method": "SLA Fee Credit Request form",
      "url": "https://app.smartsheet.com/b/form/679d05c12b0449c786f384707e366c35",
      "required_evidence": [
        "All information required by the SLA Fee Credit Request form"
      ],
      "review_days": null,
      "credit_application": "Applied against the fees for the next renewal Term"
    },
    "exclusions": [
      "Scheduled maintenance",
      "Force majeure events",
      "Customer misconfigurations",
      "Free tier services",
      "Beta features"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Professional",
        "Enterprise"
      ],
      "has_24x7": true,
      "fastest_response": "2 hours (first response, Premium)",
      "response_is_sla": false,
      "designated_contact": "none",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.smartsheet.com/legal/sla",
      "note": "Enterprise includes 24/7 and a 1-hour P1 target; published as a target. 24x7 phone/chat at Standard & Premium. Support packages include Pro Desk coaching but no named CSM/TAM."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": false,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "brandfolder",
        "name": "Brandfolder",
        "category": "dam",
        "description": "Digital asset management",
        "sla_url": "https://www.smartsheet.com/legal/sla",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "datasheet",
        "name": "DataSheet",
        "category": "data-management",
        "description": "Data connector platform",
        "sla_url": "https://www.smartsheet.com/legal/sla",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "dynamic-view",
        "name": "Dynamic View",
        "category": "reporting",
        "description": "Customizable data views",
        "sla_url": "https://www.smartsheet.com/legal/sla",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "resource-management",
        "name": "Resource Management",
        "category": "resource-planning",
        "description": "Resource planning and allocation",
        "sla_url": "https://www.smartsheet.com/legal/sla",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "platform",
        "name": "Smartsheet Platform",
        "category": "project-management",
        "description": "Work management platform",
        "sla_url": "https://www.smartsheet.com/legal/sla",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Smartsheet is a Productivity & Collaboration provider. See the official SLA at [https://www.smartsheet.com/legal/sla](https://www.smartsheet.com/legal/sla).\n\nThe SLA (Last Updated: July 1, 2022) covers the \"Core Application\" of a commercial Smartsheet instance purchased as an Enterprise plan. Availability is measured per calendar month: ≥99.9% earns no credit; <99.9% through ≥99.0% earns a 10% credit; <99.0% through ≥95.0% earns 25%; <95.0% earns a maximum 50% credit. Credits are not automatic, Customers must submit the SLA Fee Credit Request form within 30 days following the end of the calendar month in which the Availability Event occurred, and any approved credit is applied against the fees for the next renewal Term. Add-on products (Brandfolder, Resource Management, Dynamic View, etc.) are not separately given an uptime commitment in the SLA."
  }
}