{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "talkdesk",
    "name": "Talkdesk",
    "vendor": "Talkdesk",
    "website": "https://www.talkdesk.com",
    "category": "communication-and-collaboration",
    "category_name": "Communication & Collaboration",
    "tags": [],
    "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 100,
    "max_credit_percent": 10,
    "max_credit": {
      "kind": "capped",
      "label": "10%",
      "value": 10,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "essentials",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 10,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.99,
          "credit": 5
        },
        {
          "below": 99.7,
          "credit": 10
        }
      ]
    },
    "claim_process": {
      "deadline_days": 7,
      "deadline_basis": "end_of_month",
      "business_days": false,
      "method": "Support portal request",
      "url": "https://support.talkdesk.com/hc/en-us/requests/new",
      "required_evidence": [
        "Detailed description of the time and circumstances during which the Talkdesk Service was not available"
      ],
      "review_days": null,
      "credit_application": "Applied to customer's account against fees to be paid"
    },
    "exclusions": [
      "Customer network issues",
      "Third-party service faults",
      "Customer acts or omissions",
      "General internet outages",
      "DDoS attacks",
      "Force majeure",
      "Scheduled maintenance"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Premium Care",
        "Premium Care Plus"
      ],
      "has_24x7": true,
      "fastest_response": "15 min (Urgent, Premium Care)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.talkdesk.com/cx-services/customer-care/",
      "note": "Premium Care Plus adds quarterly technical reviews and business continuity. 24x7x365; Premium Care adds faster response. Phone + online portal (not email). 24x7x365; Premium Care adds faster response. Phone + online portal (not email)."
    },
    "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",
        "name": "Talkdesk AI",
        "category": "ai",
        "description": "Virtual agents and AI assist",
        "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/",
        "uptime": 100,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "digital",
        "name": "Talkdesk Digital Engagement",
        "category": "digital",
        "description": "Chat, email, SMS",
        "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/",
        "uptime": 100,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "analytics",
        "name": "Talkdesk Explore",
        "category": "analytics",
        "description": "Reporting and analytics",
        "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/",
        "uptime": 100,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "voice",
        "name": "Talkdesk Voice",
        "category": "voice",
        "description": "Inbound/outbound voice",
        "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/",
        "uptime": 100,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "wfm",
        "name": "Talkdesk Workforce Management",
        "category": "wfm",
        "description": "Scheduling and forecasting",
        "sla_url": "https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate/",
        "uptime": 100,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Talkdesk is a Communication & Collaboration provider. See the official SLA at [https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate](https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate).\n\nTalkdesk advertises a \"100% of the time\" availability commitment but on a \"commercially reasonable efforts\" basis, with service credits capped at 10% of monthly License Fees. Credits are not automatic and must be requested within 7 days after the end of the affected month. The SLA has two editions: Essentials & Elevate (credit starts below 99.99% availability) and Elite & Industry Clouds (credit starts below 99.999%). This file reflects the Essentials & Elevate tier. The SLA does not publish distinct per-service uptime commitments; the 100% commitment applies to the Talkdesk Service generally.\n\n<!-- Add human-readable notes about Talkdesk's SLA nuances here. -->"
  }
}