{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "zoho",
    "name": "Zoho",
    "vendor": "Zoho",
    "website": "https://www.zoho.com",
    "category": "crm-and-marketing",
    "category_name": "CRM & Marketing",
    "tags": [],
    "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
    "last_verified": "2026-06-23",
    "sla_status": "nosla",
    "sla_status_label": "No public SLA",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.9,
    "max_credit_percent": null,
    "max_credit": {
      "kind": "none",
      "label": null,
      "value": null,
      "unit": "none"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "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": "incident_date",
      "business_days": false,
      "method": "Support",
      "url": "https://www.zoho.com/contactus.html",
      "required_evidence": [
        "Account ID",
        "Affected services",
        "Incident timestamps",
        "Impact description"
      ],
      "review_days": 30,
      "credit_application": "Applied to next invoice"
    },
    "exclusions": [
      "Planned maintenance (customers notified at least 48 hours in advance)",
      "Factors outside Zoho's control (ISP failures, natural disasters, denial-of-service attacks)",
      "Customer-side issues (customer's own hardware, software, or network configuration)"
    ],
    "support": {
      "tiers": [
        "Classic",
        "Premium",
        "Enterprise"
      ],
      "has_24x7": true,
      "fastest_response": "1 hour (Enterprise)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": false,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "percent_of_spend",
      "source_url": "https://www.zoho.com/one/pricing/support-plans.html",
      "note": "Premium 20% / Enterprise 25% of license; response times are targets, no credit remedy. Per-product plans (Classic/Premium/Enterprise). Enterprise = 24/7 all channels + dedicated TAM; Premium email 24/7 but chat/calls weekday-only. Jumpstart/EBS implementation available. Per-product plans (Classic/Premium/Enterprise). Enterprise = 24/7 all channels + dedicated TAM; Premium email 24/7 but chat/calls weekday-only. Jumpstart/EBS implementation available."
    },
    "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": "books",
        "name": "Zoho Books",
        "category": "accounting",
        "description": "Accounting software",
        "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "campaigns",
        "name": "Zoho Campaigns",
        "category": "email-marketing",
        "description": "Email marketing",
        "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "crm",
        "name": "Zoho CRM",
        "category": "crm",
        "description": "Customer relationship management",
        "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "desk",
        "name": "Zoho Desk",
        "category": "customer-service",
        "description": "Help desk software",
        "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "people",
        "name": "Zoho People",
        "category": "hr",
        "description": "HR management",
        "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "projects",
        "name": "Zoho Projects",
        "category": "project-management",
        "description": "Project management",
        "sla_url": "https://help.zoho.com/portal/en/kb/crm/crm-reference/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Zoho is a CRM & Sales provider. See the official SLA at [https://help.zoho.com/portal/en/kb/crm/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability](https://help.zoho.com/portal/en/kb/crm/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability).\n\n<!-- Add human-readable notes about Zoho's SLA nuances here. -->"
  }
}