{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "zendesk",
    "name": "Zendesk",
    "vendor": "Zendesk",
    "website": "https://www.zendesk.com",
    "category": "communication-and-collaboration",
    "category_name": "Communication & Collaboration",
    "tags": [],
    "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability",
    "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": null,
    "max_credit": {
      "kind": "uncapped",
      "label": "No stated cap",
      "value": null,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "premier",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": null,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": 60,
      "deadline_basis": "end_of_impacted_month",
      "business_days": false,
      "method": "Email to servicecredit@zendesk.com",
      "url": "https://support.zendesk.com/hc/en-us",
      "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",
        "Premier Access",
        "Premier Plus",
        "Premier Enterprise"
      ],
      "has_24x7": true,
      "fastest_response": "30 min (Critical, Premier tiers)",
      "response_is_sla": true,
      "designated_contact": "tam",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "percent_of_spend",
      "source_url": "https://support.zendesk.com/hc/en-us/articles/10563447642906-What-is-Zendesk-Premier-and-what-does-it-include",
      "note": "Zendesk Premier tiers carry credit-backed availability and support SLAs; Premier Enterprise adds weekly TAM reviews. 24/7 technical support is Premier-only (Standard is 8x5). Direct phone at Premier Plus/Enterprise, which add a TAM. 24/7 technical support is Premier-only (Standard is 8x5). Direct phone at Premier Plus/Enterprise, which add a TAM."
    },
    "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": "chat",
        "name": "Zendesk Chat",
        "category": "customer-service",
        "description": "Live chat",
        "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "explore",
        "name": "Zendesk Explore",
        "category": "analytics",
        "description": "Analytics and reporting",
        "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "guide",
        "name": "Zendesk Guide",
        "category": "knowledge-base",
        "description": "Help center and knowledge base",
        "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "sell",
        "name": "Zendesk Sell",
        "category": "crm",
        "description": "Sales CRM",
        "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "support",
        "name": "Zendesk Support",
        "category": "customer-service",
        "description": "Ticketing system",
        "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "talk",
        "name": "Zendesk Talk",
        "category": "voice",
        "description": "Call center software",
        "sla_url": "https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Zendesk is a Communication & Collaboration provider. See the official SLA at [https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability](https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability).\n\n<!-- Add human-readable notes about Zendesk's SLA nuances here. -->"
  }
}