{
  "slug": "freshworks",
  "name": "Freshworks",
  "vendor": "Freshworks",
  "website": "https://www.freshworks.com",
  "category": "crm-and-sales",
  "category_name": "CRM & Sales",
  "tags": [],
  "sla_url": "https://www.freshworks.com/terms/",
  "last_verified": "2025-12-20",
  "status_page": null,
  "scope": "global",
  "default_credit_policy": {
    "calculation": "tiered",
    "remedy": "credit",
    "max_credit_percent": 25,
    "automatic": false,
    "credit_tiers": [
      {
        "below": 99.9,
        "credit": 10
      },
      {
        "below": 99,
        "credit": 25
      }
    ]
  },
  "claim_process": {
    "deadline_days": 30,
    "deadline_basis": "incident_date",
    "business_days": false,
    "method": "Support",
    "url": "https://support.freshworks.com",
    "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": [
    {
      "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"
    }
  ],
  "services": [
    {
      "id": "freshcaller",
      "name": "Freshcaller",
      "category": "voice",
      "description": "Cloud phone system",
      "sla_url": "https://www.freshworks.com/terms/sla/",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "freshchat",
      "name": "Freshchat",
      "category": "messaging",
      "description": "Live chat and messaging",
      "sla_url": "https://www.freshworks.com/terms/sla/",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "freshdesk",
      "name": "Freshdesk",
      "category": "customer-service",
      "description": "Help desk software",
      "sla_url": "https://www.freshworks.com/terms/sla/",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "freshmarketer",
      "name": "Freshmarketer",
      "category": "marketing",
      "description": "Marketing automation",
      "sla_url": "https://www.freshworks.com/terms/sla/",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "freshsales",
      "name": "Freshsales",
      "category": "crm",
      "description": "Sales CRM",
      "sla_url": "https://www.freshworks.com/terms/sla/",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    },
    {
      "id": "freshservice",
      "name": "Freshservice",
      "category": "itsm",
      "description": "IT service management",
      "sla_url": "https://www.freshworks.com/terms/sla/",
      "uptime": 99.9,
      "uptime_scope": "global",
      "sla_eligible": true,
      "credit_policy": null
    }
  ],
  "notes": "Freshworks is a CRM & Sales provider. See the official SLA at [https://www.freshworks.com/terms/](https://www.freshworks.com/terms/).\n\n<!-- Add human-readable notes about Freshworks's SLA nuances here. -->"
}