{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "zscaler",
    "name": "Zscaler",
    "vendor": "Zscaler",
    "website": "https://www.zscaler.com",
    "category": "security-and-identity",
    "category_name": "Security & Identity",
    "tags": [],
    "sla_url": "https://www.zscaler.com/legal/sla-support",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.999,
    "max_credit_percent": 30,
    "max_credit": {
      "kind": "capped",
      "label": "30 days",
      "value": 30,
      "unit": "days"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 30,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.999,
          "credit": 10
        },
        {
          "below": 99.99,
          "credit": 25
        }
      ]
    },
    "claim_process": {
      "deadline_days": 10,
      "deadline_basis": "incident_date",
      "business_days": false,
      "method": "Support ticket",
      "url": "https://help.zscaler.com",
      "required_evidence": [
        "Account ID",
        "Affected services",
        "Incident timestamps",
        "Impact description"
      ],
      "review_days": 10,
      "credit_application": "Applied against future Fees for the applicable SaaS"
    },
    "exclusions": [
      "Scheduled maintenance",
      "Force majeure events",
      "Customer misconfigurations",
      "Free tier services",
      "Beta features"
    ],
    "support": {
      "tiers": [
        "Standard",
        "Essentials",
        "Support Plus",
        "Premium Advanced",
        "Premium Advanced Plus"
      ],
      "has_24x7": true,
      "fastest_response": "15 min (P1/Urgent, Premium Support Advanced Plus)",
      "response_is_sla": false,
      "designated_contact": "tam",
      "architecture_review": true,
      "professional_services": true,
      "success_program": true,
      "training": true,
      "pricing": "custom",
      "source_url": "https://help.zscaler.com/support-offerings",
      "note": "Premium tiers add biannual architecture reviews and a focal support pod; response times are SLOs, not credit-backed SLAs. 24x7x365 ZTAC; named TAM at Premium Plus/Advanced Plus; proactive Customer Success / Focal Support."
    },
    "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": "deception",
        "name": "Zscaler Deception",
        "category": "deception",
        "description": "Deception-based threat detection",
        "sla_url": "https://www.zscaler.com/legal/sla-support",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "zdx",
        "name": "Zscaler Digital Experience (ZDX)",
        "category": "dem",
        "description": "Digital experience monitoring",
        "sla_url": "https://www.zscaler.com/legal/sla-support",
        "uptime": 99.999,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "zia",
        "name": "Zscaler Internet Access (ZIA)",
        "category": "secure-web-gateway",
        "description": "Cloud-native secure web gateway",
        "sla_url": "https://www.zscaler.com/legal/sla-support",
        "uptime": 99.999,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "zpa",
        "name": "Zscaler Private Access (ZPA)",
        "category": "ztna",
        "description": "Zero trust network access",
        "sla_url": "https://www.zscaler.com/legal/sla-support",
        "uptime": 99.999,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Zscaler is a Security & Identity provider. See the official SLA at [https://www.zscaler.com/legal/sla-support](https://www.zscaler.com/legal/sla-support).\n\n<!-- Add human-readable notes about Zscaler's SLA nuances here. -->"
  }
}