{
  "schema_version": "1.0.0",
  "generated_at": "2026-06-21T04:30:02.495Z",
  "total": 159,
  "result": [
    {
      "slug": "1password",
      "name": "1Password",
      "vendor": "1Password",
      "website": "https://www.1password.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://1password.com/legal-center",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.1password.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": "secrets",
          "name": "1Password Secrets Automation",
          "category": "secrets-management",
          "description": "DevOps secrets management",
          "sla_url": "https://1password.com/legal-center",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sso",
          "name": "1Password SSO",
          "category": "authentication",
          "description": "Single sign-on integration",
          "sla_url": "https://1password.com/legal-center",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "vaults",
          "name": "1Password Vaults",
          "category": "password-management",
          "description": "Secure password storage",
          "sla_url": "https://1password.com/legal-center",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "watchtower",
          "name": "Watchtower",
          "category": "security",
          "description": "Password health monitoring",
          "sla_url": "https://1password.com/legal-center",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "1Password is a Security & Identity provider. 1Password does not publish a public credit SLA for its core service; its [Terms of Service](https://1password.com/legal/terms-of-service/) provide the service \"AS IS\" / \"AS AVAILABLE\" with no uptime warranty. See 1Password's [Legal Center](https://1password.com/legal-center) for all policies. The only published SLA on 1password.com is the legacy [Trelica / SaaS Manager SLA](https://1password.com/legal/saas-manager/service-level-agreement), which covers a separate acquired product rather than the 1Password password manager.\n\n<!-- Add human-readable notes about 1Password's SLA nuances here. -->"
    },
    {
      "slug": "8x8",
      "name": "8x8",
      "vendor": "8x8",
      "website": "https://www.8x8.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.998,
            "credit": 5
          },
          {
            "below": 99.899,
            "credit": 10
          },
          {
            "below": 99.499,
            "credit": 30
          },
          {
            "below": 99,
            "credit": 50
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "eligibility_date",
        "business_days": false,
        "method": "Support ticket plus notice to 8x8",
        "url": "https://support.8x8.com",
        "required_evidence": [
          "8x8 support ticket referencing the Unplanned Downtime",
          "Account in good standing"
        ],
        "review_days": null,
        "credit_application": "Applied to your bill for the next month after you request it"
      },
      "exclusions": [
        "Scheduled Maintenance",
        "Force Majeure events",
        "Customer network, ISP, carrier, connectivity, or device issues"
      ],
      "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": "contact-center",
          "name": "8x8 Contact Center",
          "category": "ccaas",
          "description": "Contact center solution",
          "sla_url": "https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "work",
          "name": "8x8 Work",
          "category": "ucaas",
          "description": "Unified communications app",
          "sla_url": "https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "8x8 is a Communication & Collaboration provider. See the official SLA at [https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf](https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf) (8x8 Service Level Agreement (UCaaS/CCaaS), Version: December 3, 2024).\n\n<!-- Add human-readable notes about 8x8's SLA nuances here. -->\n<!--\nVerified 2026-06-19 against 8x8's published SLA (UCaaS/CCaaS), Version December 3, 2024\n(https://cdn.8x8.com/files/mfagl40e/production/b589e8dcc5ff6d672e991eea424a3c4674baec5b.pdf).\n\nThe previous sla_url (https://www.8x8.com/terms-and-conditions/service-level-agreement) now\nreturns a 404 (\"Whoops / Looks like the page you're looking for doesn't exist\"). 8x8 no longer\npublishes that standalone page; the live, official SLA document with the verbatim uptime\ncommitment, credit table, and claim terms is the CDN PDF now used as sla_url.\n\nKey corrections from the verified SLA text:\n- Uptime Commitment: \"8x8 commits to monthly Service Availability of 99.999% for the Covered\n  Services\" (confirmed; unchanged).\n- Service credit table (was 10/25/100 at 99.999/99.99/99.9 - INCORRECT). Verbatim table:\n    99.90% to 99.998% -> 5%\n    99.50% to 99.899% -> 10%\n    99.00% to 99.499% -> 30%\n    Less than 99.000% -> \"30% plus 5% credit for each 0.1% of lost availability, up to a max of\n    50% credit.\"\n- Maximum credit is 50% (was recorded as 100% - INCORRECT).\n- Credits are request-based, not automatic: \"you will have the right to request a service credit.\"\n- Two deadlines: \"(a) open an 8x8 support ticket regarding the issue ... within 2 business days\n  after the issue occurred, (b) request such service credit via notice to 8x8 within 30 days\n  after you become eligible for it (otherwise, you waive your right to such credit), and (c) keep\n  your account in good standing.\"\n- Credit application: \"8x8 will apply any service credit to your bill for the next month after\n  you request it.\"\n- Covered Services are only UCaaS and CCaaS (X Series): \"8x8's unified communications (UCaaS) and\n  contact center (CCaaS) services, including our X Series.\" CPaaS and Video Meetings entries were\n  removed because this SLA does not cover them.\n- Exclusions: Scheduled Maintenance and Force Majeure are excluded from Unplanned Downtime; the\n  Unplanned Downtime definition also excludes customer network/ISP/carrier/connectivity/device\n  issues.\n-->"
    },
    {
      "slug": "activecampaign",
      "name": "ActiveCampaign",
      "vendor": "ActiveCampaign",
      "website": "https://www.activecampaign.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://www.activecampaign.com/legal/service-level-agreement",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.5,
            "credit": 5
          },
          {
            "below": 98,
            "credit": 10
          }
        ]
      },
      "claim_process": {
        "deadline_days": 10,
        "deadline_basis": "reporting_period_end",
        "business_days": true,
        "method": "Written request to ActiveCampaign (method not specified in SLA)",
        "url": null,
        "required_evidence": [
          "All credit requests verified against ActiveCampaign's system records"
        ],
        "review_days": null,
        "credit_application": "Applied to reduce, on a dollar-for-dollar basis, the amount payable for the following Reporting Period"
      },
      "exclusions": [
        "Maintenance Time (scheduled and emergency unscheduled maintenance)",
        "Force majeure events",
        "Client modifications to API or use of Services",
        "Third-party technology or services issues",
        "Unauthorized use, client negligence or errors"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "email",
          "name": "Email Marketing",
          "category": "email-marketing",
          "description": "Email marketing campaigns",
          "sla_url": "https://www.activecampaign.com/legal/service-level-agreement",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "automation",
          "name": "Marketing Automation",
          "category": "marketing-automation",
          "description": "Automated workflows",
          "sla_url": "https://www.activecampaign.com/legal/service-level-agreement",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "crm",
          "name": "Sales CRM",
          "category": "crm",
          "description": "Sales CRM",
          "sla_url": "https://www.activecampaign.com/legal/service-level-agreement",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "messaging",
          "name": "Site Messaging",
          "category": "chat",
          "description": "Website messaging",
          "sla_url": "https://www.activecampaign.com/legal/service-level-agreement",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "ActiveCampaign is a Marketing & Analytics provider. See the official SLA at [https://www.activecampaign.com/legal/service-level-agreement](https://www.activecampaign.com/legal/service-level-agreement).\n\n<!-- Add human-readable notes about ActiveCampaign's SLA nuances here. -->"
    },
    {
      "slug": "adobe",
      "name": "Adobe",
      "vendor": "Adobe",
      "website": "https://www.adobe.com",
      "category": "content-and-media",
      "category_name": "Content & Media",
      "tags": [],
      "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 25,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 5
          },
          {
            "below": 99.5,
            "credit": 10
          },
          {
            "below": 95,
            "credit": 15
          },
          {
            "below": 90,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "downtime_date",
        "business_days": false,
        "method": "Notify Adobe in writing through Customer's CSM or Adobe Customer Care",
        "url": "https://www.adobe.com/legal/service-commitments.html",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 30,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Scheduled maintenance with at least three business days advance notice",
        "Acts or omissions of Customer, its agents, employees, or contractors",
        "Customer failure to adhere to Adobe's documented recommendations or minimum system requirements",
        "Unagreed spikes in demand for system resources",
        "Software, hardware, or third-party services or integrations not provided or controlled by Adobe",
        "Excluded Services and product add-ons not specifically listed under a Covered Service"
      ],
      "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": "analytics",
          "name": "Adobe Analytics",
          "category": "analytics",
          "description": "Web and marketing analytics",
          "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "campaign",
          "name": "Adobe Campaign",
          "category": "marketing-automation",
          "description": "Cross-channel campaign management",
          "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "commerce",
          "name": "Adobe Commerce",
          "category": "e-commerce",
          "description": "E-commerce platform (Magento)",
          "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "experience-manager",
          "name": "Adobe Experience Manager",
          "category": "cms",
          "description": "Content management system",
          "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "marketo",
          "name": "Adobe Marketo Engage",
          "category": "marketing-automation",
          "description": "B2B marketing automation",
          "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "target",
          "name": "Adobe Target",
          "category": "personalization",
          "description": "A/B testing and personalization",
          "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Adobe is a Content & Media provider. The official Unified SLA (effective 12 October 2025) covers Adobe On-demand and Managed Services including Analytics, Campaign, Commerce, Experience Manager, Marketo, and Target, with a 99.9% Minimum Uptime Percentage and tiered service credits (5/10/15/25% of Monthly Fees), capped at a 25% cumulative monthly credit. Customers must notify Adobe in writing within 30 days of the Downtime. See [Adobe Service Commitments](https://www.adobe.com/legal/service-commitments.html) and the [Unified SLA PDF](https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf).\n\n<!-- Add human-readable notes about Adobe's SLA nuances here. -->"
    },
    {
      "slug": "adp",
      "name": "ADP",
      "vendor": "ADP",
      "website": "https://www.adp.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://www.adp.com/legal.aspx",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 60,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Account Manager",
        "url": "https://www.adp.com/contact-us.aspx",
        "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": "benefits",
          "name": "ADP Benefits Administration",
          "category": "hr",
          "description": "Benefits management",
          "sla_url": "https://www.adp.com/legal.aspx",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payroll",
          "name": "ADP Payroll",
          "category": "payroll",
          "description": "Payroll processing",
          "sla_url": "https://www.adp.com/legal.aspx",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "talent",
          "name": "ADP Talent Management",
          "category": "hr",
          "description": "Recruiting and performance",
          "sla_url": "https://www.adp.com/legal.aspx",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "time",
          "name": "ADP Time & Attendance",
          "category": "time-tracking",
          "description": "Time tracking",
          "sla_url": "https://www.adp.com/legal.aspx",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "workforce-now",
          "name": "ADP Workforce Now",
          "category": "hr",
          "description": "HCM platform",
          "sla_url": "https://www.adp.com/legal.aspx",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "ADP is a HR & People Operations provider. ADP does not publish a public uptime SLA with service credits; its [Terms and Conditions](https://www.adp.com/legal.aspx) provide services \"as is\" and service-level terms are governed by individually negotiated Master Services Agreements.\n\n<!-- Add human-readable notes about ADP's SLA nuances here. -->"
    },
    {
      "slug": "adyen",
      "name": "Adyen",
      "vendor": "Adyen",
      "website": "https://www.adyen.com",
      "category": "finance-and-payments",
      "category_name": "Finance & Payments",
      "tags": [],
      "sla_url": "https://www.adyen.com/legal/terms-and-conditions",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": 0,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://www.adyen.com/contact",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "acquiring",
          "name": "Adyen Acquiring",
          "category": "acquiring",
          "description": "Global acquiring services",
          "sla_url": "https://www.adyen.com/legal/terms-and-conditions",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "checkout",
          "name": "Adyen Checkout",
          "category": "checkout",
          "description": "Unified checkout experience",
          "sla_url": "https://www.adyen.com/legal/terms-and-conditions",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "issuing",
          "name": "Adyen Issuing",
          "category": "issuing",
          "description": "Card issuing platform",
          "sla_url": "https://www.adyen.com/legal/terms-and-conditions",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payments",
          "name": "Adyen Payments",
          "category": "payment-processing",
          "description": "Global payment processing",
          "sla_url": "https://www.adyen.com/legal/terms-and-conditions",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "revenue-protect",
          "name": "Revenue Protect",
          "category": "fraud-prevention",
          "description": "Fraud protection",
          "sla_url": "https://www.adyen.com/legal/terms-and-conditions",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Adyen is a Finance & Payments provider. See the official SLA at [https://www.adyen.com/legal/terms-and-conditions](https://www.adyen.com/legal/terms-and-conditions).\n\nAdyen commits to \"an average minimum uptime of 99.9% (measured on a quarterly basis) of the Payment Interface\" (Terms and Conditions, clause 6). There is no public service-credit remedy: the only stated remedy is a termination right if \"Service availability in any given calendar month is less than 90%\" or if SLA commitments are not met for two consecutive quarters (clause 10.2).\n\n<!-- Add human-readable notes about Adyen's SLA nuances here. -->"
    },
    {
      "slug": "ahrefs",
      "name": "Ahrefs",
      "vendor": "Ahrefs",
      "website": "https://www.ahrefs.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://ahrefs.com/legal/terms",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://help.ahrefs.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": "content-explorer",
          "name": "Content Explorer",
          "category": "content",
          "description": "Content research tool",
          "sla_url": "https://ahrefs.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "keywords",
          "name": "Keywords Explorer",
          "category": "seo",
          "description": "Keyword research tool",
          "sla_url": "https://ahrefs.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "rank-tracker",
          "name": "Rank Tracker",
          "category": "seo",
          "description": "Keyword rank tracking",
          "sla_url": "https://ahrefs.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "audit",
          "name": "Site Audit",
          "category": "seo",
          "description": "Technical SEO audit",
          "sla_url": "https://ahrefs.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "site-explorer",
          "name": "Site Explorer",
          "category": "seo",
          "description": "Backlink and organic traffic analysis",
          "sla_url": "https://ahrefs.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Ahrefs is a Marketing & Analytics provider. Ahrefs does not publish a public uptime SLA with service credits; the [Terms of Service](https://ahrefs.com/legal/terms) provide the service \"as is\" / \"as available\" with no availability guarantee. The only availability statement is in the [Security Measures](https://ahrefs.com/legal/security-measures) page (99.8% best-effort infrastructure uptime, not a binding SLA).\n\n<!-- Add human-readable notes about Ahrefs's SLA nuances here. -->"
    },
    {
      "slug": "airtable",
      "name": "Airtable",
      "vendor": "Airtable",
      "website": "https://www.airtable.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://www.airtable.com/company/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "downtime_multiplier",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "month_end",
        "business_days": false,
        "method": "Email",
        "url": "mailto:support@airtable.com",
        "required_evidence": [
          "Account ID or registered email address",
          "Previously reported dates and times of Downtime"
        ],
        "review_days": 30,
        "credit_application": "May only be used against future billing charges"
      },
      "exclusions": [
        "Customer acts or omissions",
        "Third-party equipment, software, or services not provided by Airtable",
        "Customer-supplied integrations",
        "Performance or slowness issues not amounting to Downtime",
        "Internet or network outages outside Airtable's control",
        "Force Majeure events",
        "Scheduled maintenance (with 24+ hours notice)",
        "Hacking, viruses, or other attacks",
        "Emergency maintenance"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "ai",
          "name": "Airtable AI",
          "category": "ai",
          "description": "AI-powered fields",
          "sla_url": "https://www.airtable.com/company/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "automations",
          "name": "Airtable Automations",
          "category": "automation",
          "description": "Workflow automations",
          "sla_url": "https://www.airtable.com/company/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "bases",
          "name": "Airtable Bases",
          "category": "database",
          "description": "Relational databases",
          "sla_url": "https://www.airtable.com/company/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "interfaces",
          "name": "Airtable Interface Designer",
          "category": "app-builder",
          "description": "Custom app interfaces",
          "sla_url": "https://www.airtable.com/company/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sync",
          "name": "Airtable Sync",
          "category": "data-sync",
          "description": "Cross-base data sync",
          "sla_url": "https://www.airtable.com/company/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Airtable is a Productivity & Collaboration provider. See the official SLA at [https://www.airtable.com/company/sla](https://www.airtable.com/company/sla).\n\n<!-- Add human-readable notes about Airtable's SLA nuances here. -->"
    },
    {
      "slug": "akamai",
      "name": "Akamai",
      "vendor": "Akamai",
      "website": "https://www.akamai.com",
      "category": "cdn-and-edge",
      "category_name": "CDN & Edge",
      "tags": [],
      "sla_url": "https://www.akamai.com/legal/sla-compute",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 100,
            "credit": 10
          },
          {
            "below": 99.9,
            "credit": 25
          },
          {
            "below": 99,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Control Center",
        "url": "https://control.akamai.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": "waf",
          "name": "Akamai App & API Protector",
          "category": "security",
          "description": "WAF and API security",
          "sla_url": "https://www.akamai.com/legal/sla-compute",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "bot",
          "name": "Akamai Bot Manager",
          "category": "security",
          "description": "Bot detection and management",
          "sla_url": "https://www.akamai.com/legal/sla-compute",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cdn",
          "name": "Akamai CDN",
          "category": "cdn",
          "description": "Content delivery network",
          "sla_url": "https://www.akamai.com/legal/sla-compute",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "compute",
          "name": "Akamai Connected Cloud (Linode)",
          "category": "cloud-infrastructure",
          "description": "Cloud compute (formerly Linode)",
          "sla_url": "https://www.akamai.com/legal/sla-compute",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "edge-dns",
          "name": "Akamai Edge DNS",
          "category": "dns",
          "description": "Authoritative DNS",
          "sla_url": "https://www.akamai.com/legal/sla-compute",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "image",
          "name": "Akamai Image & Video Manager",
          "category": "media",
          "description": "Media optimization",
          "sla_url": "https://www.akamai.com/legal/sla-compute",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ddos",
          "name": "Akamai Prolexic",
          "category": "security",
          "description": "DDoS mitigation",
          "sla_url": "https://www.akamai.com/legal/sla-compute",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Akamai is a CDN & Edge provider. See the official SLA at [https://www.akamai.com/legal/sla-compute](https://www.akamai.com/legal/sla-compute).\n\nNote: Akamai publishes per-product SLAs. The Compute (Linode) SLA above is the only one publicly accessible on akamai.com; the CDN, delivery, and security product SLAs are available only through Akamai Control Center.\n\n<!-- Add human-readable notes about Akamai's SLA nuances here. -->"
    },
    {
      "slug": "alibaba-cloud",
      "name": "Alibaba Cloud",
      "vendor": "Alibaba Cloud",
      "website": "https://www.alibabacloud.com",
      "category": "cloud-infrastructure",
      "category_name": "Cloud Infrastructure",
      "tags": [],
      "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.975,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 60,
        "deadline_basis": "calendar_month_end",
        "business_days": false,
        "method": "Ticket System",
        "url": "https://www.alibabacloud.com/support",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "alibaba-rds-multizone",
          "name": "ApsaraDB RDS (Multi-Zone)",
          "category": "database",
          "description": "HA Edition across 2+ zones (99.997% for 3+ zones)",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-rds-single",
          "name": "ApsaraDB RDS (Single Zone)",
          "category": "database",
          "description": "HA Edition in single zone",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-ack",
          "name": "Container Service for Kubernetes (ACK)",
          "category": "compute",
          "description": "HA clusters across multiple zones",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-disk",
          "name": "Disk (Cloud Disks)",
          "category": "storage",
          "description": "Block storage attached to ECS",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-ecs-multizone",
          "name": "ECS (Multi-Zone)",
          "category": "compute",
          "description": "Instances across multiple zones",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-ecs-single",
          "name": "ECS (Single Instance)",
          "category": "compute",
          "description": "Individual ECS instances",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.975,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-express-connect",
          "name": "Express Connect",
          "category": "networking",
          "description": "Dedicated physical connections",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-function-compute",
          "name": "Function Compute",
          "category": "compute",
          "description": "Serverless function execution",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-nat-gateway",
          "name": "NAT Gateway",
          "category": "networking",
          "description": "NAT Gateway services",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-oss",
          "name": "Object Storage Service (OSS)",
          "category": "storage",
          "description": "Standard/IA/Archive storage",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-polardb",
          "name": "PolarDB",
          "category": "database",
          "description": "Cloud-native relational database",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-privatelink",
          "name": "PrivateLink",
          "category": "networking",
          "description": "Private VPC connectivity",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-alb-nlb",
          "name": "Server Load Balancer (ALB/NLB Multi-Zone)",
          "category": "networking",
          "description": "Application and Network Load Balancers",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-clb",
          "name": "Server Load Balancer (CLB Multi-Zone)",
          "category": "networking",
          "description": "Classic Load Balancer",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "alibaba-vpn-gateway",
          "name": "VPN Gateway",
          "category": "networking",
          "description": "IPsec-VPN and SSL-VPN",
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ecs-multi-zone",
          "name": "Elastic Compute Service (ECS) - Multi-Zone",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "ecs-single",
          "name": "Elastic Compute Service (ECS) - Single Instance",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.975,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "disk",
          "name": "Elastic Block Storage (Cloud Disks)",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "rds-multi-zone-3",
          "name": "ApsaraDB RDS - Multi-Zone (3+ zones)",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.997,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "rds-multi-zone-2",
          "name": "ApsaraDB RDS - Multi-Zone (2 zones)",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "rds-single-zone",
          "name": "ApsaraDB RDS - Single Zone",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "apsaradb-redis",
          "name": "ApsaraDB for Redis",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "apsaradb-mongodb",
          "name": "ApsaraDB for MongoDB",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "tablestore",
          "name": "Tablestore",
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          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "analyticdb-mysql",
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          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
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          "uptime_scope": "global",
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          "credit_policy": null
        },
        {
          "id": "analyticdb-postgresql",
          "name": "AnalyticDB for PostgreSQL",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "elasticsearch",
          "name": "Elasticsearch",
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          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "maxcompute",
          "name": "MaxCompute",
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          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
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          "id": "dataworks",
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          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "log-service",
          "name": "Log Service",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
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        {
          "id": "slb-alb-nlb",
          "name": "Server Load Balancer (ALB/NLB) - Multi-Zone",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "slb-clb",
          "name": "Server Load Balancer (CLB) - Multi-Zone",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cdn",
          "name": "CDN",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "mq-kafka",
          "name": "Message Queue for Apache Kafka",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "mq-rocketmq",
          "name": "Message Queue for RocketMQ",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "api-gateway",
          "name": "API Gateway",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "eventbridge",
          "name": "EventBridge",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "pai",
          "name": "Machine Learning Platform for AI (PAI)",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "model-studio",
          "name": "Model Studio",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "intelligent-speech",
          "name": "Intelligent Speech Interaction",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "image-search",
          "name": "Image Search",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "security-center",
          "name": "Security Center",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "waf",
          "name": "Web Application Firewall (WAF)",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "anti-ddos",
          "name": "Anti-DDoS",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "kms",
          "name": "Key Management Service (KMS)",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "ram",
          "name": "Resource Access Management (RAM)",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloud-monitor",
          "name": "Cloud Monitor",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "actiontrail",
          "name": "ActionTrail",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "ros",
          "name": "Resource Orchestration Service (ROS)",
          "category": null,
          "description": null,
          "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        }
      ],
      "notes": "Alibaba Cloud is a Cloud Infrastructure provider. Alibaba Cloud publishes a separate SLA per product rather than a single canonical index; the representative Elastic Compute Service (ECS) SLA is at [https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement](https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement).\n\n<!-- Add human-readable notes about Alibaba Cloud's SLA nuances here. -->"
    },
    {
      "slug": "amplitude",
      "name": "Amplitude",
      "vendor": "Amplitude",
      "website": "https://www.amplitude.com",
      "category": "analytics-and-bi",
      "category_name": "Analytics & BI",
      "tags": [],
      "sla_url": "https://amplitude.com/terms",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://help.amplitude.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": "analytics",
          "name": "Amplitude Analytics",
          "category": "analytics",
          "description": "Product analytics platform",
          "sla_url": "https://amplitude.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cdp",
          "name": "Amplitude CDP",
          "category": "customer-data",
          "description": "Customer data platform",
          "sla_url": "https://amplitude.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "experiment",
          "name": "Amplitude Experiment",
          "category": "a-b-testing",
          "description": "Feature flagging and experimentation",
          "sla_url": "https://amplitude.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "session-replay",
          "name": "Session Replay",
          "category": "analytics",
          "description": "Session recording and replay",
          "sla_url": "https://amplitude.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Amplitude is a Monitoring & Observability provider. See the official SLA at [https://amplitude.com/terms](https://amplitude.com/terms).\n\n<!-- Add human-readable notes about Amplitude's SLA nuances here. -->"
    },
    {
      "slug": "anthropic",
      "name": "Anthropic",
      "vendor": "Anthropic",
      "website": "https://www.anthropic.com",
      "category": "ai-and-machine-learning",
      "category_name": "AI & Machine Learning",
      "tags": [],
      "sla_url": "https://docs.anthropic.com/en/api/service-tiers",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://support.anthropic.com",
        "required_evidence": [],
        "review_days": null,
        "credit_application": "N/A - Use via hyperscaler (Bedrock/Vertex) for SLA coverage"
      },
      "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": "api",
          "name": "Claude API",
          "category": "ai",
          "description": "Claude AI model API",
          "sla_url": "https://www.anthropic.com/legal/commercial-terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "claude-web",
          "name": "Claude.ai",
          "category": "ai",
          "description": "Claude web interface",
          "sla_url": "https://www.anthropic.com/legal/commercial-terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "workbench",
          "name": "Workbench",
          "category": "ai",
          "description": "API testing and development",
          "sla_url": "https://www.anthropic.com/legal/commercial-terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Anthropic is a AI & Machine Learning provider. Anthropic does not publish a public SLA with a numeric uptime commitment and service credits; the only official public availability figure is the Priority Tier target of 99.5% uptime documented at [https://docs.anthropic.com/en/api/service-tiers](https://docs.anthropic.com/en/api/service-tiers).\n\n<!-- Add human-readable notes about Anthropic's SLA nuances here. -->"
    },
    {
      "slug": "asana",
      "name": "Asana",
      "vendor": "Asana",
      "website": "https://www.asana.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://asana.com/service-levels",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "none",
        "max_credit_percent": 0,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA service credits offered",
        "url": "https://help.asana.com/",
        "required_evidence": [],
        "review_days": null,
        "credit_application": null
      },
      "exclusions": [
        "Beta, trial, proof of concept, and sandbox versions",
        "Service Maintenance (not to exceed 360 minutes per Asana Fiscal Quarter)",
        "Failures or defects arising out of Third Party Services",
        "Causes beyond Asana's control"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 2 business hours"
        }
      ],
      "services": [
        {
          "id": "goals",
          "name": "Asana Goals",
          "category": "okrs",
          "description": "Goal tracking and alignment",
          "sla_url": "https://asana.com/service-levels",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "portfolios",
          "name": "Asana Portfolios",
          "category": "portfolio-management",
          "description": "Project portfolio tracking",
          "sla_url": "https://asana.com/service-levels",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "work-management",
          "name": "Asana Work Management",
          "category": "project-management",
          "description": "Work management platform",
          "sla_url": "https://asana.com/service-levels",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "workflow-builder",
          "name": "Workflow Builder",
          "category": "automation",
          "description": "Custom workflow automation",
          "sla_url": "https://asana.com/service-levels",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Asana is a Productivity & Collaboration provider. See the official SLA at [https://asana.com/service-levels](https://asana.com/service-levels).\n\nAsana's Service Level Addendum applies to Enterprise & Enterprise+ subscriptions only and sets a target Service Availability Level of 99.9% per Asana Fiscal Quarter. It does not offer service credits, refunds, or any specified remedy for failing to meet the availability target.\n\n<!-- Add human-readable notes about Asana's SLA nuances here. -->"
    },
    {
      "slug": "atlassian",
      "name": "Atlassian",
      "vendor": "Atlassian Corporation Plc",
      "website": "https://www.atlassian.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://www.atlassian.com/legal/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 50
          }
        ]
      },
      "claim_process": {
        "deadline_days": 15,
        "deadline_basis": "end_of_calendar_month",
        "business_days": false,
        "method": "Support Portal",
        "url": "https://support.atlassian.com",
        "required_evidence": [
          "Affected Cloud product",
          "Incident details"
        ],
        "review_days": null,
        "credit_application": "Applied to invoice for the affected Cloud Product"
      },
      "exclusions": [
        "Scheduled or emergency maintenance",
        "Force majeure events",
        "Internet/infrastructure issues outside Atlassian's control",
        "Customer breach, unauthorized use, equipment, or data",
        "Third-party products",
        "Sandbox, Free, and Beta products",
        "Integrations, API calls, and mobile experiences (except Bitbucket Git transactions)"
      ],
      "support_tiers": [
        {
          "name": "Free",
          "slug": "free",
          "price": "Free",
          "sla_eligible": false,
          "response_time": null
        },
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Per-user pricing",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Premium",
          "slug": "premium",
          "price": "Per-user pricing (higher)",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 30 minutes"
        }
      ],
      "services": [
        {
          "id": "jira",
          "name": "Jira",
          "category": "project-management",
          "description": "Issue and project tracking",
          "sla_url": "https://www.atlassian.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "confluence",
          "name": "Confluence",
          "category": "documentation",
          "description": "Team collaboration and wiki",
          "sla_url": "https://www.atlassian.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "bitbucket",
          "name": "Bitbucket",
          "category": "source-control",
          "description": "Git code hosting",
          "sla_url": "https://www.atlassian.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "jira-service-management",
          "name": "Jira Service Management",
          "category": "it-service-management",
          "description": "Service desk and ITSM",
          "sla_url": "https://www.atlassian.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "trello",
          "name": "Trello",
          "category": "project-management",
          "description": "Visual project management",
          "sla_url": "https://www.atlassian.com/legal/sla",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "opsgenie",
          "name": "Opsgenie",
          "category": "incident-management",
          "description": "On-call and alerting; covered by a separate product-specific SLA",
          "sla_url": "https://www.atlassian.com/software/opsgenie/sla",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "statuspage",
          "name": "Statuspage",
          "category": "status-communication",
          "description": "Status page hosting",
          "sla_url": "https://www.atlassian.com/legal/sla",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        }
      ],
      "notes": "Atlassian is a DevOps & Development provider. See the official SLA at [https://www.atlassian.com/legal/sla](https://www.atlassian.com/legal/sla).\n\n<!--\nAtlassian's Cloud SLA applies only to Premium and Enterprise plans of Eligible Cloud Products\n(Jira, Jira Service Management, Confluence, Bitbucket, Compass, Loom Business+AI/Enterprise,\nJira Product Discovery). Standard and Free plans have NO uptime SLA.\nUptime commitment: 99.9% (Premium), 99.95% (Enterprise).\nPremium credit tiers: <99.9%->10%, <99.0%->25%, <95.0%->50%.\nEnterprise adds a <99.95% and >=99.9% -> 5% tier.\nAggregate maximum Service Credit will not exceed 100% of the amount invoiced for the affected\nCloud Product in that billing period. Claims must be submitted within 15 days after the end of\nthe calendar month in which the failure occurred. Opsgenie has a separate product-specific SLA.\n-->"
    },
    {
      "slug": "auth0",
      "name": "Auth0",
      "vendor": "Auth0",
      "website": "https://www.auth0.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.99,
            "credit": 5
          },
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 20
          },
          {
            "below": 95,
            "credit": 50
          }
        ]
      },
      "claim_process": {
        "deadline_days": 5,
        "deadline_basis": "incident_date",
        "business_days": true,
        "method": "Contact Okta in writing (Technical Account Manager / Sales Representative)",
        "url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf",
        "required_evidence": [],
        "review_days": null,
        "credit_application": "Credit applied to the next invoice; unutilized credits applied to other fees or refunded"
      },
      "exclusions": [
        "Emergency maintenance",
        "Force Majeure Events",
        "Load or penetration testing by Customer",
        "Alpha, beta, or other non-generally available features or services",
        "Non-production Tenants or environments (e.g. staging and testing)",
        "Failed Customer API Calls due to client-side application errors (custom database, third-party IdPs, Rules/Hooks/Actions, non-Core Service extensibility points)"
      ],
      "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": "actions",
          "name": "Auth0 Actions",
          "category": "identity",
          "description": "Custom logic in auth flows (excluded from Core Services SLA)",
          "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "authentication",
          "name": "Auth0 Authentication",
          "category": "identity",
          "description": "Universal Login and authentication",
          "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "mfa",
          "name": "Auth0 Multi-Factor Auth",
          "category": "identity",
          "description": "MFA services",
          "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "organizations",
          "name": "Auth0 Organizations",
          "category": "identity",
          "description": "B2B identity management",
          "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sso",
          "name": "Auth0 SSO",
          "category": "identity",
          "description": "Single Sign-On",
          "sla_url": "https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Auth0 is a Security & Identity provider. See the official Auth0 Platform Service Level Agreement at [https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf](https://www.okta.com/sites/default/files/2022-02/ServiceLevelAgreement-for-Auth0-Platform-02-7-22.pdf).\n\n<!-- Add human-readable notes about Auth0's SLA nuances here. -->"
    },
    {
      "slug": "aws",
      "name": "AWS",
      "vendor": "Amazon Web Services, Inc.",
      "website": "https://aws.amazon.com",
      "category": "cloud-infrastructure",
      "category_name": "Cloud Infrastructure",
      "tags": [],
      "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "regional",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.99,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 30
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_second_billing_cycle",
        "business_days": false,
        "method": "AWS Support Center",
        "url": "https://console.aws.amazon.com/support/",
        "required_evidence": [
          "AWS Account ID",
          "Affected resource ARNs",
          "Incident timestamps (UTC)",
          "Error logs or screenshots"
        ],
        "review_days": 5,
        "credit_application": "Applied to next billing cycle"
      },
      "exclusions": [
        "Scheduled maintenance with prior notice",
        "Force majeure events",
        "Customer-initiated actions or misconfigurations",
        "Free tier usage",
        "Preview and beta services",
        "Exceeding service quotas"
      ],
      "support_tiers": [
        {
          "name": "Basic",
          "slug": "basic",
          "price": "Free",
          "sla_eligible": false,
          "response_time": null
        },
        {
          "name": "Developer",
          "slug": "developer",
          "price": "$29/month",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Business",
          "slug": "business",
          "price": "Greater of $100/month or 10% of AWS charges",
          "sla_eligible": true,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Greater of $15,000/month or custom",
          "sla_eligible": true,
          "response_time": "< 15 minutes"
        }
      ],
      "services": [
        {
          "id": "ec2",
          "name": "Amazon EC2",
          "category": "compute",
          "description": "Virtual servers in the cloud",
          "sla_url": "https://aws.amazon.com/ec2/sla/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "s3",
          "name": "Amazon S3",
          "category": "storage",
          "description": "Object storage service",
          "sla_url": "https://aws.amazon.com/s3/sla/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "lambda",
          "name": "AWS Lambda",
          "category": "compute",
          "description": "Serverless compute service",
          "sla_url": "https://aws.amazon.com/lambda/sla/",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "rds",
          "name": "Amazon RDS",
          "category": "database",
          "description": "Managed relational database service",
          "sla_url": "https://aws.amazon.com/rds/sla/",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dynamodb",
          "name": "Amazon DynamoDB",
          "category": "database",
          "description": "Managed NoSQL database service",
          "sla_url": "https://aws.amazon.com/dynamodb/sla/",
          "uptime": 99.999,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": {
            "calculation": "tiered",
            "remedy": null,
            "max_credit_percent": 100,
            "automatic": false,
            "credit_tiers": [
              {
                "below": 99.999,
                "credit": 10
              },
              {
                "below": 99.99,
                "credit": 25
              },
              {
                "below": 99,
                "credit": 100
              }
            ]
          }
        },
        {
          "id": "cloudfront",
          "name": "Amazon CloudFront",
          "category": "cdn",
          "description": "Content delivery network",
          "sla_url": "https://aws.amazon.com/cloudfront/sla/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "route53",
          "name": "Amazon Route 53",
          "category": "dns",
          "description": "Scalable DNS and domain registration",
          "sla_url": "https://aws.amazon.com/route53/sla/",
          "uptime": 100,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": {
            "calculation": "tiered",
            "remedy": null,
            "max_credit_percent": 25,
            "automatic": false,
            "credit_tiers": [
              {
                "below": 100,
                "credit": 25
              }
            ]
          }
        },
        {
          "id": "eks",
          "name": "Amazon EKS",
          "category": "containers",
          "description": "Managed Kubernetes service",
          "sla_url": "https://aws.amazon.com/eks/sla/",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sqs",
          "name": "Amazon SQS",
          "category": "messaging",
          "description": "Managed message queue service",
          "sla_url": "https://aws.amazon.com/messaging/sla/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sns",
          "name": "Amazon SNS",
          "category": "messaging",
          "description": "Managed notification service",
          "sla_url": "https://aws.amazon.com/messaging/sla/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "aurora",
          "name": "Amazon Aurora",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "api-gateway",
          "name": "Amazon API Gateway",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "ecs",
          "name": "Amazon ECS",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "fargate",
          "name": "AWS Fargate",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "kinesis-streams",
          "name": "Amazon Kinesis Data Streams",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "redshift",
          "name": "Amazon Redshift",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "elasticache",
          "name": "Amazon ElastiCache",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "opensearch",
          "name": "Amazon OpenSearch Service",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "bedrock",
          "name": "Amazon Bedrock",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "sagemaker",
          "name": "Amazon SageMaker",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cognito",
          "name": "Amazon Cognito",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "step-functions",
          "name": "AWS Step Functions",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "eventbridge",
          "name": "Amazon EventBridge",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "secrets-manager",
          "name": "AWS Secrets Manager",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "ssm-parameter-store",
          "name": "AWS Systems Manager Parameter Store",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "vpc",
          "name": "Amazon VPC",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "direct-connect",
          "name": "AWS Direct Connect",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "elb",
          "name": "Elastic Load Balancing",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudwatch",
          "name": "Amazon CloudWatch",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "waf",
          "name": "AWS WAF",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "shield-advanced",
          "name": "AWS Shield Advanced",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "ebs",
          "name": "Amazon EBS",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "efs",
          "name": "Amazon EFS",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "app-runner",
          "name": "AWS App Runner",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "amplify-hosting",
          "name": "AWS Amplify Hosting",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "msk",
          "name": "Amazon MSK",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "mq",
          "name": "Amazon MQ",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "documentdb",
          "name": "Amazon DocumentDB",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "neptune",
          "name": "Amazon Neptune",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "keyspaces",
          "name": "Amazon Keyspaces",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "qldb",
          "name": "Amazon QLDB",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "timestream",
          "name": "Amazon Timestream",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "backup",
          "name": "AWS Backup",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "transfer-family",
          "name": "AWS Transfer Family",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "connect",
          "name": "Amazon Connect",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "lex",
          "name": "Amazon Lex",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "polly",
          "name": "Amazon Polly",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "transcribe",
          "name": "Amazon Transcribe",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "translate",
          "name": "Amazon Translate",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "rekognition",
          "name": "Amazon Rekognition",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "textract",
          "name": "Amazon Textract",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "comprehend",
          "name": "Amazon Comprehend",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "codebuild",
          "name": "AWS CodeBuild",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "codepipeline",
          "name": "AWS CodePipeline",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "codedeploy",
          "name": "AWS CodeDeploy",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "glue",
          "name": "AWS Glue",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "athena",
          "name": "Amazon Athena",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "quicksight",
          "name": "Amazon QuickSight",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "appsync",
          "name": "AWS AppSync",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "iot-core",
          "name": "AWS IoT Core",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "acm",
          "name": "AWS Certificate Manager",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "kms",
          "name": "AWS KMS",
          "category": null,
          "description": null,
          "sla_url": "https://aws.amazon.com/legal/service-level-agreements/",
          "uptime": 99.999,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        }
      ],
      "notes": "AWS is a Cloud Infrastructure provider. See the official SLA at [https://aws.amazon.com/legal/service-level-agreements/](https://aws.amazon.com/legal/service-level-agreements/).\n\n<!-- Add human-readable notes about AWS's SLA nuances here. -->"
    },
    {
      "slug": "azure",
      "name": "Azure",
      "vendor": "Microsoft Azure",
      "website": "https://azure.microsoft.com/en-us/",
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      "category_name": "Cloud Infrastructure",
      "tags": [],
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      "status_page": null,
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      "default_credit_policy": {
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        "remedy": "credit",
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          },
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            "credit": 25
          },
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            "credit": 100
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          "response_time": null
        },
        {
          "name": "Developer",
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          "response_time": "< 8 hours"
        },
        {
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          "sla_eligible": true,
          "response_time": "< 1 hour"
        },
        {
          "name": "Professional Direct",
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          "response_time": "< 15 minutes"
        },
        {
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          "response_time": "< 15 minutes"
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                "credit": 100
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          }
        },
        {
          "id": "functions",
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        },
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        },
        {
          "id": "cdn",
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          "uptime_scope": "regional",
          "sla_eligible": true,
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        },
        {
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          "uptime": 99.9,
          "uptime_scope": "regional",
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        },
        {
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
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          "uptime_scope": "regional",
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        },
        {
          "id": "app-service-standard",
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
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        },
        {
          "id": "app-service-enterprise",
          "name": "Azure App Service (Enterprise Tier)",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.95,
          "uptime_scope": "regional",
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          "credit_policy": null
        },
        {
          "id": "functions-consumption",
          "name": "Azure Functions (Consumption Plan)",
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
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        },
        {
          "id": "functions-premium",
          "name": "Azure Functions (Dedicated/Premium/Flex)",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
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        },
        {
          "id": "spring-apps-standard",
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
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        },
        {
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          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
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        },
        {
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
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        },
        {
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
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        },
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
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          "uptime_scope": "regional",
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        },
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
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          "uptime_scope": "regional",
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        },
        {
          "id": "ddos-protection-basic",
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          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "ddos-protection-standard",
          "name": "Azure DDoS Protection Standard",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
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        },
        {
          "id": "bastion",
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.95,
          "uptime_scope": "regional",
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        },
        {
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          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
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          "uptime_scope": "regional",
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        },
        {
          "id": "monitor",
          "name": "Azure Monitor",
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          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
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        },
        {
          "id": "log-analytics",
          "name": "Azure Log Analytics",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
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        },
        {
          "id": "application-insights",
          "name": "Azure Application Insights",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
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          "credit_policy": null
        },
        {
          "id": "metrics-alerts",
          "name": "Azure Metrics Alerts",
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          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "sharepoint-online",
          "name": "SharePoint Online",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "onedrive-business",
          "name": "OneDrive for Business",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-teams",
          "name": "Microsoft Teams",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "m365-apps",
          "name": "Microsoft 365 Apps (Office Desktop Apps)",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "purview-dlp",
          "name": "Microsoft Purview - Data Loss Prevention (DLP)",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "defender-office365",
          "name": "Microsoft Defender for Office 365",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "intune",
          "name": "Microsoft Intune",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "intune-suite",
          "name": "Microsoft Intune Suite (Advanced Management Add-ons)",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "windows-autopatch",
          "name": "Windows Autopatch",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "wufb-deployment",
          "name": "Windows Update for Business Deployment Service",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "defender-endpoint",
          "name": "Microsoft Defender for Endpoint",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "defender-vulnerability-mgmt",
          "name": "Microsoft Defender Vulnerability Management",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "defender-cloud-apps",
          "name": "Microsoft Defender for Cloud Apps",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "teams-phone",
          "name": "Microsoft Teams Phone System",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-bookings",
          "name": "Microsoft Bookings",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-whiteboard",
          "name": "Microsoft Whiteboard",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "power-bi-premium-capacity",
          "name": "Power BI Premium Capacity",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "power-apps",
          "name": "Power Apps",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "power-automate",
          "name": "Power Automate",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "power-virtual-agents",
          "name": "Power Virtual Agents / Copilot Studio Bots",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "sharepoint-syntex",
          "name": "SharePoint Syntex",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-planner",
          "name": "Microsoft Planner",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-forms",
          "name": "Microsoft Forms",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-loop",
          "name": "Microsoft Loop",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-whiteboard-client",
          "name": "Microsoft Whiteboard (Client Application)",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-stream-sharepoint",
          "name": "Microsoft Stream (on SharePoint)",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-to-do",
          "name": "Microsoft To Do",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-lists",
          "name": "Microsoft Lists",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "microsoft-sway",
          "name": "Microsoft Sway",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "viva-engage",
          "name": "Viva Engage (formerly Yammer)",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "viva-insights-personal",
          "name": "Viva Insights (Personal Insights)",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "viva-topics",
          "name": "Viva Topics",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "viva-learning",
          "name": "Viva Learning",
          "category": null,
          "description": null,
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": null,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        }
      ],
      "notes": "Azure is a Cloud Infrastructure provider. See the official SLA at [https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services](https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services).\n\n<!-- Add human-readable notes about Azure's SLA nuances here. -->"
    },
    {
      "slug": "backblaze",
      "name": "Backblaze",
      "vendor": "Backblaze",
      "website": "https://www.backblaze.com",
      "category": "cloud-infrastructure",
      "category_name": "Cloud Infrastructure",
      "tags": [],
      "sla_url": "https://www.backblaze.com/company/policy/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 5
          },
          {
            "below": 99,
            "credit": 10
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "month_end",
        "business_days": false,
        "method": "Support ticket",
        "url": "https://www.backblaze.com/help",
        "required_evidence": [
          "Month and year in title",
          "Affected User Account",
          "Estimated downtime amount",
          "Dates and times of each User Downtime incident"
        ],
        "review_days": 30,
        "credit_application": "Applied against the customer's next payment for Covered Services"
      },
      "exclusions": [
        "Force majeure event or internet disruption unrelated to Backblaze",
        "Acts or omissions by you or a third party",
        "Scheduled maintenance windows",
        "Hardware or software not under Backblaze's control",
        "Failure to follow B2 Cloud Storage integration requirements",
        "Account suspension or termination for policy violations"
      ],
      "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": "b2",
          "name": "Backblaze B2 Cloud Storage",
          "category": "storage",
          "description": "S3-compatible cloud storage",
          "sla_url": "https://www.backblaze.com/company/policy/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "computer-backup",
          "name": "Computer Backup",
          "category": "backup",
          "description": "Personal/business computer backup; SLA-eligible only for Tera or Peta support plan customers",
          "sla_url": "https://www.backblaze.com/company/policy/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Backblaze is a Cloud Infrastructure provider. See the official SLA at [https://www.backblaze.com/company/policy/sla](https://www.backblaze.com/company/policy/sla).\n\n<!-- Add human-readable notes about Backblaze's SLA nuances here. -->"
    },
    {
      "slug": "bamboohr",
      "name": "BambooHR",
      "vendor": "BambooHR",
      "website": "https://www.bamboohr.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://www.bamboohr.com/legal/terms-of-service",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": 0,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://www.bamboohr.com/contact/",
        "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": "core",
          "name": "BambooHR Core",
          "category": "hris",
          "description": "Core HR management",
          "sla_url": "https://www.bamboohr.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hiring",
          "name": "BambooHR Hiring",
          "category": "ats",
          "description": "Applicant tracking",
          "sla_url": "https://www.bamboohr.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payroll",
          "name": "BambooHR Payroll",
          "category": "payroll",
          "description": "Payroll processing",
          "sla_url": "https://www.bamboohr.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "performance",
          "name": "BambooHR Performance",
          "category": "performance-management",
          "description": "Performance reviews",
          "sla_url": "https://www.bamboohr.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "time-tracking",
          "name": "Time Tracking",
          "category": "time-and-attendance",
          "description": "Time tracking and PTO",
          "sla_url": "https://www.bamboohr.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "BambooHR is a HR & People Operations provider. See the official SLA at [https://www.bamboohr.com/legal/terms-of-service](https://www.bamboohr.com/legal/terms-of-service).\n\n<!-- Add human-readable notes about BambooHR's SLA nuances here. -->"
    },
    {
      "slug": "bigcommerce",
      "name": "BigCommerce",
      "vendor": "BigCommerce",
      "website": "https://www.bigcommerce.com",
      "category": "e-commerce",
      "category_name": "E-commerce",
      "tags": [],
      "sla_url": "https://www.commerce.com/terms/",
      "last_verified": "2026-06-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://support.bigcommerce.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": "api",
          "name": "BigCommerce APIs",
          "category": "api",
          "description": "E-commerce APIs",
          "sla_url": "https://www.commerce.com/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "b2b",
          "name": "BigCommerce B2B Edition",
          "category": "b2b-e-commerce",
          "description": "B2B e-commerce features",
          "sla_url": "https://www.commerce.com/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "checkout",
          "name": "BigCommerce Checkout",
          "category": "checkout",
          "description": "Checkout experience",
          "sla_url": "https://www.commerce.com/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "storefront",
          "name": "BigCommerce Storefront",
          "category": "e-commerce",
          "description": "Online storefront",
          "sla_url": "https://www.commerce.com/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "BigCommerce is a E-commerce provider. The former SLA URL (https://www.bigcommerce.com/terms/sla/) now returns 404, and bigcommerce.com/terms/ redirects to commerce.com following the rebrand to \"Commerce\". See the official Master Services Agreement at [https://www.commerce.com/terms/](https://www.commerce.com/terms/). No public uptime/SLA or service-credit terms were found in the official legal documents; SLA details appear to be gated to support.bigcommerce.com help-center articles that could not be programmatically verified.\n\n<!-- Add human-readable notes about BigCommerce's SLA nuances here. -->"
    },
    {
      "slug": "bitbucket",
      "name": "Bitbucket",
      "vendor": "Bitbucket",
      "website": "https://www.bitbucket.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://www.atlassian.com/legal/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 50
          }
        ]
      },
      "claim_process": {
        "deadline_days": 15,
        "deadline_basis": "month_end",
        "business_days": false,
        "method": "Atlassian Support ticket",
        "url": "https://support.atlassian.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": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "api",
          "name": "Bitbucket API",
          "category": "api",
          "description": "REST and GraphQL APIs",
          "sla_url": "https://www.atlassian.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cloud",
          "name": "Bitbucket Cloud",
          "category": "devops",
          "description": "Git repository hosting",
          "sla_url": "https://www.atlassian.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pipelines",
          "name": "Bitbucket Pipelines",
          "category": "ci-cd",
          "description": "CI/CD pipelines",
          "sla_url": "https://www.atlassian.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Bitbucket is a DevOps & Development provider. See the official SLA at [https://www.atlassian.com/legal/sla](https://www.atlassian.com/legal/sla).\n\n<!-- Add human-readable notes about Bitbucket's SLA nuances here. -->"
    },
    {
      "slug": "bitwarden",
      "name": "Bitwarden",
      "vendor": "Bitwarden",
      "website": "https://www.bitwarden.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://bitwarden.com/terms/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://bitwarden.com/contact/",
        "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": "api",
          "name": "Bitwarden API",
          "category": "apis",
          "description": "Public API",
          "sla_url": "https://bitwarden.com/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "directory",
          "name": "Bitwarden Directory Connector",
          "category": "identity-management",
          "description": "Directory sync",
          "sla_url": "https://bitwarden.com/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "send",
          "name": "Bitwarden Send",
          "category": "security",
          "description": "Secure sharing",
          "sla_url": "https://bitwarden.com/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "vault",
          "name": "Bitwarden Vault",
          "category": "security",
          "description": "Password vault",
          "sla_url": "https://bitwarden.com/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Bitwarden is a Security & Identity provider. See the official SLA at [https://bitwarden.com/terms/](https://bitwarden.com/terms/).\n\n<!-- Add human-readable notes about Bitwarden's SLA nuances here. -->"
    },
    {
      "slug": "blue-yonder",
      "name": "Blue Yonder",
      "vendor": "Blue Yonder",
      "website": "https://blueyonder.com",
      "category": "enterprise-and-operations",
      "category_name": "Enterprise & Operations",
      "tags": [],
      "sla_url": "https://blueyonder.com/legal",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Customer Success Manager",
        "url": "https://success.blueyonder.com/s/support-information?language=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": [
        {
          "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": "by-demand-planning",
          "name": "Demand Planning",
          "category": "demand-planning",
          "description": "AI-driven demand forecasting",
          "sla_url": "https://blueyonder.com/legal",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "by-luminate-commerce",
          "name": "Luminate Commerce",
          "category": "commerce",
          "description": "Omnichannel fulfillment",
          "sla_url": "https://blueyonder.com/legal",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "by-luminate-logistics",
          "name": "Luminate Logistics",
          "category": "logistics",
          "description": "Transportation and warehouse management",
          "sla_url": "https://blueyonder.com/legal",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "by-luminate-planning",
          "name": "Luminate Planning",
          "category": "supply-chain-planning",
          "description": "End-to-end supply chain planning",
          "sla_url": "https://blueyonder.com/legal",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "by-warehouse-management",
          "name": "Warehouse Management",
          "category": "wms",
          "description": "Warehouse management system",
          "sla_url": "https://blueyonder.com/legal",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Blue Yonder is a Enterprise Software provider. See the official SLA at [https://blueyonder.com/legal](https://blueyonder.com/legal).\n\n<!-- Add human-readable notes about Blue Yonder's SLA nuances here. -->"
    },
    {
      "slug": "bmc-software",
      "name": "BMC Software",
      "vendor": "BMC Software",
      "website": "https://www.bmc.com",
      "category": "enterprise-and-operations",
      "category_name": "Enterprise & Operations",
      "tags": [],
      "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 15,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 5
          },
          {
            "below": 99.5,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 15
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_month",
        "business_days": false,
        "method": "Email to SLArequest@bmc.com",
        "url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
        "required_evidence": [
          "Account number in email subject",
          "BMC-provided monthly availability report OR dates and times of each incident of Non-excluded Downtime"
        ],
        "review_days": 15,
        "credit_application": "Applied against customer's next transaction"
      },
      "exclusions": [
        "Scheduled or mutually agreed maintenance (routine, non-emergency, or emergency)",
        "Downtime on nonproduction systems",
        "Force majeure / factors outside BMC's reasonable control (acts of God, government, flood, fire, hurricane, earthquake, civil unrest, terror, strikes, epidemics, pandemics, quarantines, ISP or power failures)",
        "Failure of customer's Internet access or related problems",
        "Customer or third-party equipment, software, or technology (outside BMC's direct control)",
        "Actions or inactions of customer or any third party",
        "Service suspension or termination of customer's right to use the Subscription Services"
      ],
      "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": "helix-digital-workplace",
          "name": "BMC Helix Digital Workplace",
          "category": "employee-experience",
          "description": "Digital workplace services",
          "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "helix-discovery",
          "name": "BMC Helix Discovery",
          "category": "cmdb",
          "description": "Asset and dependency discovery",
          "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "helix-itsm",
          "name": "BMC Helix ITSM",
          "category": "itsm",
          "description": "IT service management",
          "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "helix-operations",
          "name": "BMC Helix Operations Management",
          "category": "it-operations",
          "description": "IT operations automation",
          "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "helix-remedyforce",
          "name": "BMC Helix Remedyforce",
          "category": "itsm",
          "description": "Salesforce-based ITSM",
          "sla_url": "https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "BMC Software is a Other SaaS provider. See the official SLA at [https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf](https://www.bmc.com/content/dam/bmc/corporate/service-level-agreement.pdf).\n\n<!-- Add human-readable notes about BMC Software's SLA nuances here. -->"
    },
    {
      "slug": "braintree",
      "name": "Braintree",
      "vendor": "Braintree",
      "website": "https://www.braintree.com",
      "category": "finance-and-payments",
      "category_name": "Finance & Payments",
      "tags": [],
      "sla_url": "https://www.paypal.com/us/legalhub/braintree/home",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "no_credit",
        "max_credit_percent": 0,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://developer.paypal.com/braintree/help",
        "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": "gateway",
          "name": "Braintree Gateway",
          "category": "payment-processing",
          "description": "Payment gateway",
          "sla_url": "https://www.paypal.com/us/legalhub/braintree/payment-services-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "vault",
          "name": "Braintree Vault",
          "category": "card-vaulting",
          "description": "Secure card storage",
          "sla_url": "https://www.paypal.com/us/legalhub/braintree/payment-services-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "paypal",
          "name": "PayPal Integration",
          "category": "wallet",
          "description": "PayPal checkout",
          "sla_url": "https://www.paypal.com/us/legalhub/braintree/payment-services-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "venmo",
          "name": "Venmo Integration",
          "category": "wallet",
          "description": "Venmo checkout",
          "sla_url": "https://www.paypal.com/us/legalhub/braintree/payment-services-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Braintree is a Finance & Payments provider. See the official legal agreements at [https://www.paypal.com/us/legalhub/braintree/home](https://www.paypal.com/us/legalhub/braintree/home). Braintree (a PayPal service) does not publish a public uptime SLA with service credits; the Braintree Payment Services Agreement provides the service \"AS IS\" without any warranty (Section 8.03).\n\n<!-- Add human-readable notes about Braintree's SLA nuances here. -->"
    },
    {
      "slug": "braze",
      "name": "Braze",
      "vendor": "Braze",
      "website": "https://www.braze.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://www.braze.com/company/legal/terms",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.braze.com/docs/support_contact/",
        "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": "canvas",
          "name": "Braze Canvas",
          "category": "journey-orchestration",
          "description": "Customer journey builder",
          "sla_url": "https://www.braze.com/company/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "currents",
          "name": "Braze Currents",
          "category": "data-export",
          "description": "Real-time data streaming",
          "sla_url": "https://www.braze.com/company/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "messaging",
          "name": "Braze Messaging",
          "category": "messaging",
          "description": "Push, email, SMS, in-app",
          "sla_url": "https://www.braze.com/company/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "segmentation",
          "name": "Braze Segmentation",
          "category": "segmentation",
          "description": "Audience segmentation",
          "sla_url": "https://www.braze.com/company/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "content-cards",
          "name": "Content Cards",
          "category": "in-app",
          "description": "Persistent in-app messages",
          "sla_url": "https://www.braze.com/company/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Braze is a Marketing & Analytics provider. Braze does not publish a standalone public SLA; service-availability terms appear in the [Main Subscription Agreement](https://www.braze.com/company/legal/terms) (Section 2.3), which commits only to \"commercially reasonable efforts\" to keep the Services available, with no published uptime percentage or service-credit schedule.\n\n<!-- Add human-readable notes about Braze's SLA nuances here. -->"
    },
    {
      "slug": "browserstack",
      "name": "BrowserStack",
      "vendor": "BrowserStack",
      "website": "https://www.browserstack.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://www.browserstack.com/terms",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.browserstack.com/contact",
        "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": "app-automate",
          "name": "App Automate",
          "category": "testing",
          "description": "Automated mobile app testing",
          "sla_url": "https://www.browserstack.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "app-live",
          "name": "App Live",
          "category": "testing",
          "description": "Manual mobile app testing",
          "sla_url": "https://www.browserstack.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "automate",
          "name": "BrowserStack Automate",
          "category": "testing",
          "description": "Automated browser testing",
          "sla_url": "https://www.browserstack.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "live",
          "name": "BrowserStack Live",
          "category": "testing",
          "description": "Manual cross-browser testing",
          "sla_url": "https://www.browserstack.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "percy",
          "name": "Percy Visual Testing",
          "category": "testing",
          "description": "Visual regression testing",
          "sla_url": "https://www.browserstack.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "BrowserStack is a DevOps & Development provider. See the official SLA at [https://www.browserstack.com/terms](https://www.browserstack.com/terms).\n\n<!-- Add human-readable notes about BrowserStack's SLA nuances here. -->"
    },
    {
      "slug": "circleci",
      "name": "CircleCI",
      "vendor": "CircleCI",
      "website": "https://www.circleci.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://circleci.com/legal/terms-of-service/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "Support Ticket",
        "url": "https://support.circleci.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": "cloud",
          "name": "CircleCI Cloud",
          "category": "ci-cd",
          "description": "Hosted CI/CD platform",
          "sla_url": "https://circleci.com/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "insights",
          "name": "CircleCI Insights",
          "category": "analytics",
          "description": "Pipeline analytics and metrics",
          "sla_url": "https://circleci.com/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "runners",
          "name": "CircleCI Self-Hosted Runners",
          "category": "ci-cd",
          "description": "Self-hosted build agents",
          "sla_url": "https://circleci.com/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "CircleCI is a DevOps & Development provider. CircleCI publishes no public uptime SLA with service credits; the SaaS Agreement commits only to \"commercially reasonable efforts\" to keep the Services available, with termination as the sole remedy. See the official SaaS Agreement at [https://circleci.com/legal/terms-of-service/](https://circleci.com/legal/terms-of-service/).\n\n<!-- Add human-readable notes about CircleCI's SLA nuances here. -->"
    },
    {
      "slug": "clickup",
      "name": "ClickUp",
      "vendor": "ClickUp",
      "website": "https://www.clickup.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://clickup.com/terms",
      "last_verified": "2026-06-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://help.clickup.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": "dashboards",
          "name": "ClickUp Dashboards",
          "category": "reporting",
          "description": "Custom dashboards",
          "sla_url": "https://clickup.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "docs",
          "name": "ClickUp Docs",
          "category": "documentation",
          "description": "Document collaboration",
          "sla_url": "https://clickup.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "goals",
          "name": "ClickUp Goals",
          "category": "okrs",
          "description": "Goal tracking",
          "sla_url": "https://clickup.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "tasks",
          "name": "ClickUp Tasks",
          "category": "task-management",
          "description": "Task management",
          "sla_url": "https://clickup.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "whiteboards",
          "name": "ClickUp Whiteboards",
          "category": "collaboration",
          "description": "Visual collaboration",
          "sla_url": "https://clickup.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "ClickUp is a Productivity & Collaboration provider. See the official SLA at [https://clickup.com/terms](https://clickup.com/terms).\n\n<!-- Add human-readable notes about ClickUp's SLA nuances here. -->"
    },
    {
      "slug": "cloudflare",
      "name": "Cloudflare",
      "vendor": "Cloudflare, Inc.",
      "website": "https://www.cloudflare.com",
      "category": "cdn-and-edge",
      "category_name": "CDN & Edge",
      "tags": [],
      "sla_url": "https://www.cloudflare.com/business-sla/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "flat",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 100,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_following_billing_month",
        "business_days": false,
        "method": "Support Ticket",
        "url": "https://dash.cloudflare.com/support",
        "required_evidence": [
          "Detailed descriptions of the incident(s)",
          "The duration of the incident",
          "Network traceroutes",
          "The URL(s) affected",
          "Any attempts made by Customer to resolve the incident"
        ],
        "review_days": null,
        "credit_application": "Applied against monthly service fees"
      },
      "exclusions": [
        "Factors outside Cloudflare's reasonable control",
        "Customer or third-party hardware or software",
        "Actions or inactions of Customer or third parties",
        "Use of the Service after Cloudflare advised modification",
        "Beta and trial Service",
        "Acts or omissions of Customer's users/agents/contractors/vendors"
      ],
      "support_tiers": [
        {
          "name": "Free",
          "slug": "free",
          "price": "Free",
          "sla_eligible": false,
          "response_time": null
        },
        {
          "name": "Pro",
          "slug": "pro",
          "price": "$20/month per domain",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Business",
          "slug": "business",
          "price": "$200/month per domain",
          "sla_eligible": true,
          "response_time": "< 2 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom pricing",
          "sla_eligible": true,
          "response_time": "< 15 minutes"
        }
      ],
      "services": [
        {
          "id": "cdn",
          "name": "Cloudflare CDN",
          "category": "cdn",
          "description": "Global content delivery network",
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dns",
          "name": "Cloudflare DNS",
          "category": "dns",
          "description": "Managed DNS service",
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "workers",
          "name": "Cloudflare Workers",
          "category": "compute",
          "description": "Serverless edge compute",
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "r2",
          "name": "Cloudflare R2",
          "category": "storage",
          "description": "Zero egress object storage",
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pages",
          "name": "Cloudflare Pages",
          "category": "paas",
          "description": "JAMstack platform",
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "waf",
          "name": "Cloudflare WAF",
          "category": "security",
          "description": "Web application firewall",
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ddos",
          "name": "DDoS Protection",
          "category": "security",
          "description": "DDoS mitigation",
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cloudflare-workers-kv",
          "name": "Cloudflare Workers KV",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-durable-objects",
          "name": "Cloudflare Durable Objects",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-r2",
          "name": "Cloudflare R2 Storage",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-stream",
          "name": "Cloudflare Stream",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-images",
          "name": "Cloudflare Images",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-load-balancing",
          "name": "Cloudflare Load Balancing",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-argo",
          "name": "Cloudflare Argo Smart Routing",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-ddos",
          "name": "Cloudflare DDoS Protection",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-bot-management",
          "name": "Cloudflare Bot Management",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-access",
          "name": "Cloudflare Access",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-gateway",
          "name": "Cloudflare Gateway",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-tunnel",
          "name": "Cloudflare Tunnel",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-magic-transit",
          "name": "Cloudflare Magic Transit",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-magic-wan",
          "name": "Cloudflare Magic WAN",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-spectrum",
          "name": "Cloudflare Spectrum",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-ssl-tls",
          "name": "Cloudflare SSL/TLS",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-rate-limiting",
          "name": "Cloudflare Rate Limiting",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-api-gateway",
          "name": "Cloudflare API Gateway",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-waiting-room",
          "name": "Cloudflare Waiting Room",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-turnstile",
          "name": "Cloudflare Turnstile",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-warp",
          "name": "Cloudflare WARP",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-browser-isolation",
          "name": "Cloudflare Browser Isolation",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-casb",
          "name": "Cloudflare CASB",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-email-security",
          "name": "Cloudflare Email Security",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-1111",
          "name": "1.1.1.1 DNS Resolver",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-d1",
          "name": "Cloudflare D1",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-email-routing",
          "name": "Cloudflare Email Routing",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-registrar",
          "name": "Cloudflare Registrar",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-always-online",
          "name": "Cloudflare Always Online",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "cloudflare-time-services",
          "name": "Cloudflare Time Services",
          "category": null,
          "description": null,
          "sla_url": "https://www.cloudflare.com/business-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        }
      ],
      "notes": "Cloudflare is a CDN & Edge provider. See the official SLA at [https://www.cloudflare.com/business-sla/](https://www.cloudflare.com/business-sla/).\n\n<!-- Add human-readable notes about Cloudflare's SLA nuances here. -->"
    },
    {
      "slug": "cloudinary",
      "name": "Cloudinary",
      "vendor": "Cloudinary",
      "website": "https://www.cloudinary.com",
      "category": "content-and-media",
      "category_name": "Content & Media",
      "tags": [],
      "sla_url": "https://cloudinary.com/tou",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.cloudinary.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "ai",
          "name": "AI Features",
          "category": "ai",
          "description": "AI-powered media tools",
          "sla_url": "https://cloudinary.com/tou",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dam",
          "name": "Digital Asset Management",
          "category": "dam",
          "description": "Asset management platform",
          "sla_url": "https://cloudinary.com/tou",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "delivery",
          "name": "Media Delivery",
          "category": "cdn",
          "description": "Global media delivery",
          "sla_url": "https://cloudinary.com/tou",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "transform",
          "name": "Media Transformation",
          "category": "media",
          "description": "On-the-fly transformations",
          "sla_url": "https://cloudinary.com/tou",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "upload",
          "name": "Media Upload",
          "category": "media",
          "description": "Image and video upload",
          "sla_url": "https://cloudinary.com/tou",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Cloudinary is a CDN & Edge provider. Cloudinary does not publish a credit-bearing SLA: its Terms of Use state it \"strives for a 100% Uptime\" and that the \"support SLA is your sole and exclusive remedy,\" while the MSA notes the SLA is \"attached to the Order Form\" (per-contract, not public). See the Terms of Use at [https://cloudinary.com/tou](https://cloudinary.com/tou).\n\n<!-- Add human-readable notes about Cloudinary's SLA nuances here. -->"
    },
    {
      "slug": "cohere",
      "name": "Cohere",
      "vendor": "Cohere",
      "website": "https://www.cohere.com",
      "category": "ai-and-machine-learning",
      "category_name": "AI & Machine Learning",
      "tags": [],
      "sla_url": "https://cohere.com/slo",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "service_credit",
        "max_credit_percent": 30,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.5,
            "credit": 10
          },
          {
            "below": 98,
            "credit": 20
          },
          {
            "below": 95,
            "credit": 30
          }
        ]
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "Email",
        "url": "mailto:support@cohere.com",
        "required_evidence": [
          "Date and time the SLO failure occurred",
          "Any additional information requested by Cohere"
        ],
        "review_days": null,
        "credit_application": "Applied to next monthly invoice"
      },
      "exclusions": [
        "Acts or omissions of Customer or its Permitted Users",
        "Customer failure to adhere to Cohere's recommendations or minimum system requirements",
        "Acts or omissions of Cohere acting under Customer's direction",
        "Spikes in demand not previously agreed in writing",
        "Scheduled or emergency maintenance",
        "Downtime of third party service providers",
        "Force Majeure",
        "Suspension permitted under the Agreement",
        "Features marked Alpha or Beta"
      ],
      "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": "api-cohere-ai",
          "name": "api.cohere.ai",
          "category": "ai",
          "description": "Cohere API SaaS Services endpoint",
          "sla_url": "https://cohere.com/slo",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "os-cohere-ai",
          "name": "os.cohere.ai",
          "category": "ai",
          "description": "Cohere API SaaS Services endpoint",
          "sla_url": "https://cohere.com/slo",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Cohere is a AI & Machine Learning provider. See the official Service Level Objective (SLO) at [https://cohere.com/slo](https://cohere.com/slo).\n\n<!-- Add human-readable notes about Cohere's SLA nuances here. -->\nCohere publishes a public Service Level Objective (SLO) with service credits. Covered Services are os.cohere.ai and api.cohere.ai, each with a >= 99.5% Monthly Uptime Percentage objective. Service Level Credits are tiered: 10% of the monthly invoice for 98% to < 99.5%, 20% for 95% to 97.99%, and 30% for < 94.99%. Credits are the sole and exclusive remedy and are not automatic: Customer must notify support@cohere.com within 30 days, and Cohere determines eligibility in its sole discretion. Credits apply to future invoices only and are forfeited on termination; no refunds."
    },
    {
      "slug": "confluent",
      "name": "Confluent",
      "vendor": "Confluent",
      "website": "https://www.confluent.io",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.99,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 5,
        "deadline_basis": "month_end",
        "business_days": false,
        "method": "Support ticket (community-supported customers email cloud-support@confluent.io)",
        "url": "https://support.confluent.io/hc",
        "required_evidence": [
          "\"SLA Credit Request\" in the subject line",
          "Description of applicable client(s), versions, and configurations",
          "Description of the events resulting in Downtime, including time and duration",
          "Logs documenting the failed write attempts"
        ],
        "review_days": null,
        "credit_application": "Applied against next billing charge; expires 12 months from issuance"
      },
      "exclusions": [
        "Scheduled maintenance on 5 days' email notice, ad hoc maintenance, and updates",
        "Factors outside Confluent's reasonable control (force majeure, network intrusions, DoS, systemic internet issues)",
        "Third-party services/hardware/software not within Confluent's primary control, including cloud platform failures",
        "Customer misuse, AUP violations, unauthorized actions, or late-payment suspensions",
        "Customer's failure to use supported Kafka clients with acceptable configuration values",
        "Customer-controlled actions, environment, negligence, or willful misconduct",
        "Deployment on any Jio region, except as noted in Service Specific Terms"
      ],
      "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": "connect",
          "name": "Confluent Connect",
          "category": "data-integration",
          "description": "Pre-built connectors",
          "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "flink",
          "name": "Confluent Flink",
          "category": "stream-processing",
          "description": "Apache Flink service",
          "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "kafka",
          "name": "Confluent Kafka",
          "category": "streaming",
          "description": "Managed Apache Kafka",
          "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ksqldb",
          "name": "ksqlDB",
          "category": "stream-processing",
          "description": "SQL for stream processing",
          "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "schema-registry",
          "name": "Schema Registry",
          "category": "data-governance",
          "description": "Schema management",
          "sla_url": "https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Confluent is a Database & Data Infrastructure provider. See the official Confluent Cloud Service Level Agreement (effective July 25, 2025) at [Confluent Cloud Unified SLA (July 2025)](https://assets.confluent.io/m/7cc915b8d26e73a7/original/Confluent-Cloud-Unified-SLA-July-2025-Legal.pdf), linked from [confluent.io/legal/archive](https://www.confluent.io/legal/archive/confluent-cloud-service-level-agreement/).\n\n<!-- Add human-readable notes about Confluent's SLA nuances here. -->"
    },
    {
      "slug": "contentful",
      "name": "Contentful",
      "vendor": "Contentful",
      "website": "https://www.contentful.com",
      "category": "content-and-media",
      "category_name": "Content & Media",
      "tags": [],
      "sla_url": "https://www.contentful.com/legal/service-level-agreement/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "impacted_month",
        "business_days": false,
        "method": "Support Ticket",
        "url": "https://support.contentful.com/",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 30,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Scheduled Maintenance (announced 3+ business days ahead, max 4 hours/month)",
        "Force Majeure Events and factors outside Contentful's reasonable control",
        "Customer applications, equipment, and third-party issues",
        "Beta services and non-generally-available features",
        "Customer suspension or termination scenarios"
      ],
      "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": "delivery",
          "name": "Content Delivery API",
          "category": "cms",
          "description": "Content delivery endpoints (cdn.contentful.com, graphql.contentful.com)",
          "sla_url": "https://www.contentful.com/legal/service-level-agreement/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "asset-cdn",
          "name": "Content Asset CDN",
          "category": "media",
          "description": "Asset and image delivery (assets.contentful.com, images.contentful.com, videos.contentful.com, downloads.contentful.com)",
          "sla_url": "https://www.contentful.com/legal/service-level-agreement/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "management",
          "name": "Content Management",
          "category": "cms",
          "description": "Management and authoring endpoints (api.contentful.com, preview.contentful.com, app.contentful.com, compose.contentful.com, launch.contentful.com)",
          "sla_url": "https://www.contentful.com/legal/service-level-agreement/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "personalization",
          "name": "Contentful Personalization Experience API",
          "category": "cms",
          "description": "Personalization experience endpoints (experience.eu.ninetailed.co, experience.ninetailed.co)",
          "sla_url": "https://www.contentful.com/legal/service-level-agreement/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Contentful is a Content & Media provider. See the official SLA at [https://www.contentful.com/legal/service-level-agreement/](https://www.contentful.com/legal/service-level-agreement/).\n\n<!-- Add human-readable notes about Contentful's SLA nuances here. -->"
    },
    {
      "slug": "cornerstone",
      "name": "Cornerstone",
      "vendor": "Cornerstone",
      "website": "https://www.cornerstone.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "incremental",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Credit request to Cornerstone",
        "url": "https://www.cornerstoneondemand.com/service-level-agreements/",
        "required_evidence": [],
        "review_days": 5,
        "credit_application": "Credit against Customer's next invoice"
      },
      "exclusions": [
        "Reasonable and scheduled maintenance periods (usually at or after 5:30pm US Pacific Time on Fridays)"
      ],
      "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": "content",
          "name": "Content Anytime",
          "category": "content",
          "description": "Learning content library",
          "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hr",
          "name": "Cornerstone HR",
          "category": "hr",
          "description": "Core HR platform",
          "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "learning",
          "name": "Cornerstone Learning",
          "category": "lms",
          "description": "Learning management",
          "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "performance",
          "name": "Cornerstone Performance",
          "category": "performance",
          "description": "Performance management",
          "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "recruiting",
          "name": "Cornerstone Recruiting",
          "category": "ats",
          "description": "Talent acquisition",
          "sla_url": "https://www.cornerstoneondemand.com/service-level-agreements/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Cornerstone is a Other SaaS provider. See the official SLA at [https://www.cornerstoneondemand.com/service-level-agreements/](https://www.cornerstoneondemand.com/service-level-agreements/).\n\nCornerstone's Standard SLA commits to \"at least 99.5% availability per calendar month.\" The remedy is incremental rather than tiered: \"for each 0.3% (or portion thereof) of availability below 99.5%, Customer will be entitled... to a credit against Customer's next invoice equal to 1/365th of the annual fees for Software.\" There are no fixed percentage credit tiers and no stated maximum cap in the published SLA. Credits are not automatic, \"To claim a credit, Customer must submit a credit request within thirty (30) days of the event giving rise to a credit.\" (Source: Cornerstone Included Customer Success Package SLA, https://files.cornerstoneondemand.com/legal/sla/Cornerstone-Included-Customer-Success-Package-2024-CSODRFS.pdf)\n\n<!-- Add human-readable notes about Cornerstone's SLA nuances here. -->"
    },
    {
      "slug": "coupa",
      "name": "Coupa",
      "vendor": "Coupa",
      "website": "https://www.coupa.com",
      "category": "enterprise-and-operations",
      "category_name": "Enterprise & Operations",
      "tags": [],
      "sla_url": "https://www.coupa.com/master-subscription-agreement/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "flat",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_month",
        "business_days": false,
        "method": "Support Portal (written request to Coupa)",
        "url": "https://compass.coupa.com/en-us/trust/system-up-time-and-metrics",
        "required_evidence": [
          "Period the production instance was not available"
        ],
        "review_days": null,
        "credit_application": "Applied during next billing cycle"
      },
      "exclusions": [
        "Planned maintenance windows",
        "Emergency maintenance",
        "Circumstances beyond Coupa's reasonable control",
        "Customer or User acts or omissions",
        "Force majeure events",
        "ISP failures or delays",
        "Failure of equipment not controlled by Coupa"
      ],
      "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": "expenses",
          "name": "Coupa Expenses",
          "category": "finance",
          "description": "Expense management",
          "sla_url": "https://www.coupa.com/master-subscription-agreement/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "invoicing",
          "name": "Coupa Invoicing",
          "category": "finance",
          "description": "Invoice management",
          "sla_url": "https://www.coupa.com/master-subscription-agreement/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "procurement",
          "name": "Coupa Procurement",
          "category": "procurement",
          "description": "Procurement and purchasing",
          "sla_url": "https://www.coupa.com/master-subscription-agreement/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sourcing",
          "name": "Coupa Sourcing",
          "category": "procurement",
          "description": "Strategic sourcing and contract management",
          "sla_url": "https://www.coupa.com/master-subscription-agreement/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "supplier-management",
          "name": "Supplier Management",
          "category": "procurement",
          "description": "Supplier information and risk management",
          "sla_url": "https://www.coupa.com/master-subscription-agreement/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Coupa is a Finance & Payments provider. See the official SLA (Master Subscription Agreement, Exhibit A-2) at [https://www.coupa.com/master-subscription-agreement/](https://www.coupa.com/master-subscription-agreement/).\n\n<!-- Add human-readable notes about Coupa's SLA nuances here. -->"
    },
    {
      "slug": "crowdstrike",
      "name": "CrowdStrike",
      "vendor": "CrowdStrike",
      "website": "https://www.crowdstrike.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support Portal",
        "url": "https://supportportal.crowdstrike.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": "discover",
          "name": "Falcon Discover",
          "category": "asset-management",
          "description": "IT hygiene",
          "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "identity",
          "name": "Falcon Identity",
          "category": "identity-security",
          "description": "Identity threat protection",
          "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "insight",
          "name": "Falcon Insight",
          "category": "edr",
          "description": "Endpoint detection and response",
          "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "overwatch",
          "name": "Falcon OverWatch",
          "category": "mdr",
          "description": "Managed threat hunting",
          "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "prevent",
          "name": "Falcon Prevent",
          "category": "endpoint-security",
          "description": "Next-gen antivirus",
          "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "spotlight",
          "name": "Falcon Spotlight",
          "category": "vulnerability",
          "description": "Vulnerability management",
          "sla_url": "https://www.crowdstrike.com/en-us/legal/terms-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "CrowdStrike is a Security & Identity provider. See the official terms at [https://www.crowdstrike.com/en-us/legal/terms-conditions/](https://www.crowdstrike.com/en-us/legal/terms-conditions/). Note: CrowdStrike does not publish a public uptime/credit SLA; the only public availability figure is the \"99.99% guaranteed uptime\" marketing claim on Falcon pricing pages.\n\n<!-- Add human-readable notes about CrowdStrike's SLA nuances here. -->"
    },
    {
      "slug": "databricks",
      "name": "Databricks",
      "vendor": "Databricks",
      "website": "https://www.databricks.com",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://www.databricks.com/legal/platform-services-schedule",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_billing_month",
        "business_days": false,
        "method": "Support Portal",
        "url": "https://help.databricks.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "sql",
          "name": "Databricks SQL",
          "category": "data-warehouse",
          "description": "SQL analytics warehouse",
          "sla_url": "https://www.databricks.com/legal/platform-services-schedule",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "workspace",
          "name": "Databricks Workspace",
          "category": "data-platform",
          "description": "Unified analytics workspace",
          "sla_url": "https://www.databricks.com/legal/platform-services-schedule",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "delta-lake",
          "name": "Delta Lake",
          "category": "data-lake",
          "description": "Open table format storage",
          "sla_url": "https://www.databricks.com/legal/platform-services-schedule",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "mlflow",
          "name": "MLflow",
          "category": "ml-platform",
          "description": "Machine learning lifecycle",
          "sla_url": "https://www.databricks.com/legal/platform-services-schedule",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "unity-catalog",
          "name": "Unity Catalog",
          "category": "data-governance",
          "description": "Unified data governance",
          "sla_url": "https://www.databricks.com/legal/platform-services-schedule",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Databricks is a Database & Data Infrastructure provider. See the official SLA at [https://www.databricks.com/legal/platform-services-schedule](https://www.databricks.com/legal/platform-services-schedule).\n\n<!-- Add human-readable notes about Databricks's SLA nuances here. -->"
    },
    {
      "slug": "datadog",
      "name": "Datadog",
      "vendor": "Datadog, Inc.",
      "website": "https://www.datadoghq.com",
      "category": "monitoring-and-observability",
      "category_name": "Monitoring & Observability",
      "tags": [],
      "sla_url": "https://www.datadoghq.com/legal/msa/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": 0,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits; availability info via Support request",
        "url": "https://www.datadoghq.com/support/",
        "required_evidence": [],
        "review_days": null,
        "credit_application": "No credits. Sole remedy is the right to terminate the affected Order if Availability is below the standard in two consecutive months, with a pro-rated refund"
      },
      "exclusions": [
        "Customer breach of the Agreement, Order or AUP",
        "Customer failure to configure/use the Services per the Documentation",
        "Failures of or issues with the Customer Environment",
        "Force majeure events",
        "Datadog suspension of Authorized Users under the Agreement",
        "Maintenance during a window for which Datadog provides notice"
      ],
      "support_tiers": [
        {
          "name": "Free",
          "slug": "free",
          "price": "Free",
          "sla_eligible": false,
          "response_time": null
        },
        {
          "name": "Pro",
          "slug": "pro",
          "price": "Per-host pricing",
          "sla_eligible": true,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "infrastructure",
          "name": "Infrastructure Monitoring",
          "category": "monitoring",
          "description": "Host and container monitoring",
          "sla_url": "https://www.datadoghq.com/legal/msa/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "apm",
          "name": "APM",
          "category": "apm",
          "description": "Application performance monitoring",
          "sla_url": "https://www.datadoghq.com/legal/msa/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "logs",
          "name": "Log Management",
          "category": "logging",
          "description": "Centralized log management",
          "sla_url": "https://www.datadoghq.com/legal/msa/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "synthetics",
          "name": "Synthetic Monitoring",
          "category": "synthetics",
          "description": "Proactive monitoring",
          "sla_url": "https://www.datadoghq.com/legal/msa/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "rum",
          "name": "Real User Monitoring",
          "category": "rum",
          "description": "Frontend performance monitoring",
          "sla_url": "https://www.datadoghq.com/legal/msa/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Datadog is a Monitoring & Observability provider. The SLA is contained in the Master Subscription Agreement at [https://www.datadoghq.com/legal/msa/](https://www.datadoghq.com/legal/msa/). Datadog commits to 99.8% availability; the sole remedy for missing it is a termination right plus pro-rated refund (no service credits).\n\n<!-- Add human-readable notes about Datadog's SLA nuances here. -->"
    },
    {
      "slug": "dbt-labs",
      "name": "dbt Labs",
      "vendor": "dbt Labs",
      "website": "https://www.getdbt.com",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://docs.getdbt.com/docs/dbt-support",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://docs.getdbt.com/docs/dbt-support",
        "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": "dbt-cloud-ide",
          "name": "dbt Cloud IDE",
          "category": "development",
          "description": "Browser-based development",
          "sla_url": "https://docs.getdbt.com/docs/dbt-support",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dbt-cloud-jobs",
          "name": "dbt Cloud Jobs",
          "category": "orchestration",
          "description": "Job scheduling and execution",
          "sla_url": "https://docs.getdbt.com/docs/dbt-support",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dbt-cloud-docs",
          "name": "dbt Docs",
          "category": "documentation",
          "description": "Auto-generated documentation",
          "sla_url": "https://docs.getdbt.com/docs/dbt-support",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dbt-explorer",
          "name": "dbt Explorer",
          "category": "discovery",
          "description": "Data discovery and lineage",
          "sla_url": "https://docs.getdbt.com/docs/dbt-support",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dbt-semantic-layer",
          "name": "dbt Semantic Layer",
          "category": "metrics",
          "description": "Centralized metrics definitions",
          "sla_url": "https://docs.getdbt.com/docs/dbt-support",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "dbt Labs is a Other SaaS provider. dbt Cloud does not publish a public uptime SLA with service credits; Enterprise/Enterprise+ SLA terms are governed by the individual Enterprise contract. See the official support and SLA scope page at [https://docs.getdbt.com/docs/dbt-support](https://docs.getdbt.com/docs/dbt-support).\n\n<!-- Add human-readable notes about dbt Labs's SLA nuances here. -->"
    },
    {
      "slug": "digitalocean",
      "name": "DigitalOcean",
      "vendor": "DigitalOcean, LLC",
      "website": "https://www.digitalocean.com",
      "category": "cloud-infrastructure",
      "category_name": "Cloud Infrastructure",
      "tags": [],
      "sla_url": "https://www.digitalocean.com/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "regional",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "billing_cycle_end",
        "business_days": false,
        "method": "Email",
        "url": "mailto:success@digitalocean.com",
        "required_evidence": [
          "Account email",
          "Affected resource details/IDs",
          "Outage dates and times"
        ],
        "review_days": null,
        "credit_application": "Applied to future charges; non-refundable"
      },
      "exclusions": [
        "Scheduled maintenance",
        "Force majeure events",
        "Customer actions",
        "Beta features",
        "Account suspension"
      ],
      "support_tiers": [
        {
          "name": "Basic",
          "slug": "basic",
          "price": "Free",
          "sla_eligible": true,
          "response_time": "< 24 hours"
        },
        {
          "name": "Developer",
          "slug": "developer",
          "price": "$25/month",
          "sla_eligible": true,
          "response_time": "< 12 hours"
        },
        {
          "name": "Business",
          "slug": "business",
          "price": "$500/month",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "droplets",
          "name": "CPU Droplets",
          "category": "compute",
          "description": "Virtual private servers",
          "sla_url": "https://www.digitalocean.com/sla/cpu-droplets",
          "uptime": 99.99,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "spaces",
          "name": "Spaces",
          "category": "storage",
          "description": "S3-compatible object storage",
          "sla_url": "https://www.digitalocean.com/sla/spaces",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "kubernetes",
          "name": "Managed Kubernetes",
          "category": "containers",
          "description": "Managed Kubernetes clusters (control plane, HA enabled)",
          "sla_url": "https://www.digitalocean.com/sla/doks",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "databases",
          "name": "Managed Databases",
          "category": "database",
          "description": "Managed PostgreSQL, MySQL, Redis, MongoDB (with standby nodes)",
          "sla_url": "https://www.digitalocean.com/sla/databases",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "app-platform",
          "name": "App Platform",
          "category": "paas",
          "description": "Fully managed PaaS",
          "sla_url": "https://www.digitalocean.com/sla/app-platform",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "load-balancers",
          "name": "Regional Load Balancers",
          "category": "networking",
          "description": "Managed regional load balancers",
          "sla_url": "https://www.digitalocean.com/sla/regional-load-balancers",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "DigitalOcean is a Cloud Infrastructure provider. DigitalOcean publishes per-product SLAs; see the official SLA hub at [https://www.digitalocean.com/sla](https://www.digitalocean.com/sla).\n\n<!-- Add human-readable notes about DigitalOcean's SLA nuances here. -->"
    },
    {
      "slug": "docebo",
      "name": "Docebo",
      "vendor": "Docebo",
      "website": "https://www.docebo.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://www.docebo.com/company/service-level-agreement/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 30,
        "automatic": true,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 30
          }
        ]
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "Automatic",
        "url": "https://www.docebo.com/company/service-level-agreement/",
        "required_evidence": [],
        "review_days": null,
        "credit_application": "Applied to customer account; refund within 60 days if no further fees owing"
      },
      "exclusions": [
        "Planned downtime during maintenance windows",
        "Emergency downtime (with ~24 hours advance notice)",
        "Force majeure events",
        "Customer misconfiguration (failure to configure per Documentation/instructions)",
        "Customer internet connectivity issues",
        "Unavailability of specific features while other key features remain 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"
        }
      ],
      "services": [
        {
          "id": "connect",
          "name": "Docebo Connect",
          "category": "integration",
          "description": "Integration platform",
          "sla_url": "https://www.docebo.com/company/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "content",
          "name": "Docebo Content",
          "category": "content",
          "description": "Learning content marketplace",
          "sla_url": "https://www.docebo.com/company/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "learn",
          "name": "Docebo Learn",
          "category": "lms",
          "description": "Learning management system",
          "sla_url": "https://www.docebo.com/company/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "shape",
          "name": "Docebo Shape",
          "category": "content-authoring",
          "description": "AI-powered content creation",
          "sla_url": "https://www.docebo.com/company/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Docebo is a Other SaaS provider. See the official SLA at [https://www.docebo.com/company/service-level-agreement/](https://www.docebo.com/company/service-level-agreement/).\n\n<!-- Add human-readable notes about Docebo's SLA nuances here. -->"
    },
    {
      "slug": "docusign",
      "name": "DocuSign",
      "vendor": "DocuSign",
      "website": "https://www.docusign.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 15,
        "automatic": false,
        "credit_tiers": [
          {
            "below": null,
            "credit": 15
          },
          {
            "below": null,
            "credit": 10
          },
          {
            "below": null,
            "credit": 5
          }
        ]
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": "end_of_term",
        "business_days": false,
        "method": "Written notice to DocuSign",
        "url": "https://support.docusign.com",
        "required_evidence": [
          "Written notice of the Unavailable Time / breach"
        ],
        "review_days": null,
        "credit_application": "Applied against the next payment due for the affected Service"
      },
      "exclusions": [
        "Scheduled Maintenance",
        "Acts or omissions of Customer, its Affiliates, or representatives",
        "Events outside DocuSign's reasonable control, including force majeure events",
        "Customer's delay or failure to perform its obligations under the Agreement"
      ],
      "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": "api",
          "name": "DocuSign API",
          "category": "apis",
          "description": "Developer API",
          "sla_url": "https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "clm",
          "name": "DocuSign CLM",
          "category": "legal",
          "description": "Contract lifecycle management",
          "sla_url": "https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "esignature",
          "name": "DocuSign eSignature",
          "category": "legal",
          "description": "Electronic signatures",
          "sla_url": "https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "identify",
          "name": "DocuSign Identify",
          "category": "identity-management",
          "description": "Identity verification",
          "sla_url": "https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "DocuSign is a Enterprise Software provider. See the official SLA at [https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla](https://www.docusign.com/legal/terms-and-conditions/schedule-docusign-signature/attachment-eu-advanced-signature-sla). Current Master Services Agreement schedules and SLA attachments are indexed at [https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules](https://www.docusign.com/legal/terms-and-conditions/msa-service-schedules).\n\n<!-- Add human-readable notes about DocuSign's SLA nuances here. -->"
    },
    {
      "slug": "dropbox",
      "name": "Dropbox",
      "vendor": "Dropbox",
      "website": "https://www.dropbox.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://www.dropbox.com/business_agreement",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support Request",
        "url": "https://www.dropbox.com/support",
        "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": "api",
          "name": "Dropbox API",
          "category": "apis",
          "description": "Developer API",
          "sla_url": "https://www.dropbox.com/business_agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "storage",
          "name": "Dropbox Cloud Storage",
          "category": "storage",
          "description": "File storage",
          "sla_url": "https://www.dropbox.com/business_agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "paper",
          "name": "Dropbox Paper",
          "category": "productivity",
          "description": "Collaborative docs",
          "sla_url": "https://www.dropbox.com/business_agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sign",
          "name": "Dropbox Sign",
          "category": "legal",
          "description": "E-signatures (HelloSign)",
          "sla_url": "https://www.dropbox.com/business_agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sync",
          "name": "Dropbox Sync",
          "category": "storage",
          "description": "File sync",
          "sla_url": "https://www.dropbox.com/business_agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Dropbox is a Productivity & Collaboration provider. See the official Dropbox Business Agreement at [https://www.dropbox.com/business_agreement](https://www.dropbox.com/business_agreement). Note: Dropbox does not publish a public uptime SLA with service credits; its agreements disclaim any availability guarantee.\n\n<!-- Add human-readable notes about Dropbox's SLA nuances here. -->"
    },
    {
      "slug": "dynatrace",
      "name": "Dynatrace",
      "vendor": "Dynatrace",
      "website": "https://www.dynatrace.com",
      "category": "monitoring-and-observability",
      "category_name": "Monitoring & Observability",
      "tags": [],
      "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "flat",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Dynatrace Support Ticket (subject line \"SLA Credit Request\")",
        "url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
        "required_evidence": [
          "Subject line \"SLA Credit Request\"",
          "Dates and times the SaaS environment was Unavailable",
          "URL of the affected Dynatrace SaaS environment",
          "Other related information reasonably requested by Dynatrace"
        ],
        "review_days": null,
        "credit_application": "Applied toward a renewal or purchase of additional Dynatrace SaaS subscriptions; must be applied within one year of issuance or it expires"
      },
      "exclusions": [
        "Planned down times announced at https://status.dynatrace.com/",
        "Force majeure events outside Dynatrace's or its cloud providers' reasonable control",
        "Customer-side issues (equipment, software, or misconfiguration not under Dynatrace's control)"
      ],
      "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": "apm",
          "name": "Application Performance Management",
          "category": "apm",
          "description": "Full-stack APM",
          "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "infra",
          "name": "Infrastructure Monitoring",
          "category": "monitoring",
          "description": "Infrastructure observability",
          "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "logs",
          "name": "Log Management",
          "category": "logging",
          "description": "AI-powered log analytics",
          "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "rum",
          "name": "Real User Monitoring",
          "category": "analytics",
          "description": "Digital experience monitoring",
          "sla_url": "https://www.dynatrace.com/company/trust-center/sla/saas/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Dynatrace is a Monitoring & Observability provider. See the official SLA at [https://www.dynatrace.com/company/trust-center/sla/saas/](https://www.dynatrace.com/company/trust-center/sla/saas/).\n\n<!-- Add human-readable notes about Dynatrace's SLA nuances here. -->"
    },
    {
      "slug": "elastic",
      "name": "Elastic",
      "vendor": "Elastic",
      "website": "https://www.elastic.com",
      "category": "monitoring-and-observability",
      "category_name": "Monitoring & Observability",
      "tags": [],
      "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.95,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 30
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 10,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support ticket",
        "url": "https://support.elastic.co",
        "required_evidence": [
          "Affected account and ECH deployment",
          "Dates and times of each Error claimed",
          "Customer request logs documenting the Error"
        ],
        "review_days": null,
        "credit_application": "Applied against future ECH consumption; not redeemable for cash or refund"
      },
      "exclusions": [
        "Customer failure to perform its responsibilities under the Subscription Agreement",
        "Suspension or termination of access per the Subscription Agreement",
        "Factors outside Elastic's reasonable control, including force majeure or Internet access problems",
        "Acts/omissions of Customer or third parties, including improper scaling, configuration or misconfiguration",
        "Third-party equipment, software or technology not under Elastic's control (including AWS, GCP, Azure)",
        "Customer misconfiguring security groups, VPC, credentials, IP allow-lists, or exceeding connection limits",
        "Use of unsupported or deprecated Elasticsearch/ECH features, versions or releases",
        "Use of preview, pre-release, beta, or trial features"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Platinum",
          "slug": "platinum",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "apm",
          "name": "Elastic APM",
          "category": "apm",
          "description": "Application performance monitoring",
          "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "observability",
          "name": "Elastic Observability",
          "category": "observability",
          "description": "Logs, metrics, traces",
          "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "siem",
          "name": "Elastic Security",
          "category": "siem",
          "description": "Security information and events",
          "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "search",
          "name": "Elasticsearch",
          "category": "search",
          "description": "Distributed search engine",
          "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "kibana",
          "name": "Kibana",
          "category": "visualization",
          "description": "Data visualization",
          "sla_url": "https://www.elastic.co/agreements/sla-elastic-cloud-hosted",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Elastic is a Monitoring & Observability provider. See the official SLA at [https://www.elastic.co/agreements/sla-elastic-cloud-hosted](https://www.elastic.co/agreements/sla-elastic-cloud-hosted).\n\nThis SLA applies to the Elastic Cloud Hosted (ECH) Service for Platinum or Enterprise subscriptions in a High Availability configuration (at least 2 availability zones). The Standard subscription level is not SLA-eligible. The middle credit tier is 30% (not 25%), and Service Credit Requests must be submitted via a Support ticket no later than 10 days following the Error. Credits are applied against future ECH consumption and are not redeemable for cash or refund.\n\n<!-- Add human-readable notes about Elastic's SLA nuances here. -->"
    },
    {
      "slug": "fastly",
      "name": "Fastly",
      "vendor": "Fastly",
      "website": "https://www.fastly.com",
      "category": "cdn-and-edge",
      "category_name": "CDN & Edge",
      "tags": [],
      "sla_url": "https://docs.fastly.com/products/network-services-service-availability-sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 100,
            "credit": 1
          },
          {
            "below": 99.99,
            "credit": 5
          },
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 98,
            "credit": 50
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "degraded_performance_period",
        "business_days": false,
        "method": "Credit request to Fastly Support",
        "url": "https://support.fastly.com",
        "required_evidence": [],
        "review_days": null,
        "credit_application": "Credits will be applied to the Invoice two months following the month an invoice credit was incurred."
      },
      "exclusions": [
        "Reduction in availability due to maintenance",
        "Customer hardware or software failures",
        "Customer or end-user connectivity issues",
        "Customer operator errors",
        "Traffic exceeding Permitted Utilization",
        "Customer corrupted content",
        "Acts of god, war, earthquakes, or terrorist actions",
        "Unpaid and month-to-month accounts (no invoice credits)"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Gold",
          "slug": "gold",
          "price": "Paid",
          "sla_eligible": true,
          "response_time": null
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "cdn",
          "name": "Fastly CDN",
          "category": "cdn",
          "description": "Content delivery network (Network Services availability SLA)",
          "sla_url": "https://docs.fastly.com/products/network-services-service-availability-sla",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "compute",
          "name": "Fastly Compute",
          "category": "edge-compute",
          "description": "Edge serverless compute (Network Services availability SLA)",
          "sla_url": "https://docs.fastly.com/products/network-services-service-availability-sla",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ddos",
          "name": "Fastly DDoS Protection",
          "category": "security",
          "description": "Managed DDoS mitigation service (no uptime guarantee)",
          "sla_url": "https://docs.fastly.com/products/ddos-protection-and-mitigation-service-and-sla",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "image-optimizer",
          "name": "Fastly Image Optimizer",
          "category": "media",
          "description": "Image optimization (Network Services availability SLA)",
          "sla_url": "https://docs.fastly.com/products/network-services-service-availability-sla",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "waf",
          "name": "Fastly Next-Gen WAF",
          "category": "security",
          "description": "Web application firewall (Security service SLA, Hosted Dashboard / Cloud WAF)",
          "sla_url": "https://docs.fastly.com/products/security-service-sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Fastly is a CDN & Edge provider. See the official Network Services service availability SLA at [https://docs.fastly.com/products/network-services-service-availability-sla](https://docs.fastly.com/products/network-services-service-availability-sla).\n\n<!--\nSLA nuances (verified 2026-06-19 against docs.fastly.com):\n- The Network Services availability SLA (CDN, Compute, Image Optimizer) provides Invoice Credits\n  ONLY to Gold or Enterprise Support subscribers. Unpaid and month-to-month accounts get no SLA;\n  termed contracts without Gold/Enterprise get only a termination option.\n- Credit tiers are tied to Period of Degraded Performance: <100%-99.99% (up to 4.32 min) = 1%;\n  <99.99%-99.9% (up to 43.8 min) = 5%; <99.9%-99.0% (up to 7.2 hr) = 10%;\n  <99.0%-98.0% (up to 14.4 hr) = 25%; <98.0% (>864 min) = 50%. Max credit = invoice amount for the month.\n- Credit requests must be made within 30 days; credits applied to the invoice two months later.\n- Security (Next-Gen WAF / Cloud WAF Hosted) services have a separate 99.9% SLA with 5/10/15/20%\n  credit tiers (max 20%) and a 15-day claim window, see the Security service SLA page.\n- DDoS Protection and Mitigation is a managed service with no availability guarantee.\n-->"
    },
    {
      "slug": "figma",
      "name": "Figma",
      "vendor": "Figma",
      "website": "https://www.figma.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://www.figma.com/ssa/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support Request",
        "url": "https://help.figma.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": "figjam",
          "name": "FigJam",
          "category": "design",
          "description": "Whiteboarding tool",
          "sla_url": "https://www.figma.com/legal/tos/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api",
          "name": "Figma API",
          "category": "apis",
          "description": "REST API",
          "sla_url": "https://www.figma.com/legal/tos/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "design",
          "name": "Figma Design",
          "category": "design",
          "description": "Design editor",
          "sla_url": "https://www.figma.com/legal/tos/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "devmode",
          "name": "Figma Dev Mode",
          "category": "development",
          "description": "Developer handoff",
          "sla_url": "https://www.figma.com/legal/tos/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "collaboration",
          "name": "Figma Real-time Collaboration",
          "category": "design",
          "description": "Multi-user editing",
          "sla_url": "https://www.figma.com/legal/tos/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Figma is a Productivity & Collaboration provider. Figma does not publish a public service-level agreement with uptime commitments or service credits; its Software Services Agreement governs Organization and Enterprise plans. See [https://www.figma.com/ssa/](https://www.figma.com/ssa/).\n\n<!-- Add human-readable notes about Figma's SLA nuances here. -->"
    },
    {
      "slug": "firebase",
      "name": "Firebase",
      "vendor": "Firebase",
      "website": "https://www.firebase.com",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://firebase.google.com/terms/service-level-agreement",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 30,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.95,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 30
          }
        ]
      },
      "claim_process": {
        "deadline_days": 60,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Account/billing support request via Firebase Support",
        "url": "https://firebase.google.com/support",
        "required_evidence": [
          "Issue category Billing",
          "Summary stating SLA Credit Request",
          "Incident dates and times",
          "Affected service URLs",
          "Request logs documenting the errors"
        ],
        "review_days": null,
        "credit_application": "Service Credit issued within one billing cycle following confirmation"
      },
      "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": "firestore",
          "name": "Cloud Firestore",
          "category": "database",
          "description": "NoSQL document database",
          "sla_url": "https://firebase.google.com/terms",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "functions",
          "name": "Cloud Functions for Firebase",
          "category": "serverless",
          "description": "Serverless functions",
          "sla_url": "https://firebase.google.com/terms",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "auth",
          "name": "Firebase Authentication",
          "category": "identity",
          "description": "User authentication",
          "sla_url": "https://firebase.google.com/terms",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "fcm",
          "name": "Firebase Cloud Messaging",
          "category": "messaging",
          "description": "Push notifications",
          "sla_url": "https://firebase.google.com/terms",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "storage",
          "name": "Firebase Cloud Storage",
          "category": "storage",
          "description": "File storage",
          "sla_url": "https://firebase.google.com/terms/service-level-agreement/cloud-storage",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hosting",
          "name": "Firebase Hosting",
          "category": "hosting",
          "description": "Web hosting with CDN",
          "sla_url": "https://firebase.google.com/terms/service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "realtime-db",
          "name": "Firebase Realtime Database",
          "category": "database",
          "description": "Real-time JSON database",
          "sla_url": "https://firebase.google.com/terms/service-level-agreement",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Firebase is a Database provider. See the official SLA at [https://firebase.google.com/terms/service-level-agreement](https://firebase.google.com/terms/service-level-agreement).\n\nThe canonical Firebase SLA (\"Service Level Agreement for Hosting and Real-Time Database\") covers only Firebase Hosting and Realtime Database, with a 99.95% Monthly Uptime Percentage commitment and a maximum 30% service credit. Cloud Storage for Firebase has its own SLA (multi-regional 99.95%, regional 99.9%, max 50% credit). Other listed services (Firestore, Cloud Functions, Authentication, FCM) are governed by Google Cloud Platform terms rather than a Firebase-domain SLA.\n\n<!-- Add human-readable notes about Firebase's SLA nuances here. -->"
    },
    {
      "slug": "five9",
      "name": "Five9",
      "vendor": "Five9",
      "website": "https://www.five9.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.five9.com/legal/sla-service-level",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.99,
            "credit": 5
          },
          {
            "below": 99,
            "credit": 15
          },
          {
            "below": 97,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Written request to Five9 (e.g., via email)",
        "url": "https://www.five9.com/legal/sla-service-level",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Unavailability caused by Customer's or end-customer's network, equipment, or internet connection",
        "Scheduled Maintenance",
        "Service interruptions caused by service providers of voice connectivity, natural language, or speech synthesis",
        "Force majeure events"
      ],
      "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": "analytics",
          "name": "Five9 Analytics",
          "category": "analytics",
          "description": "Reporting and dashboards",
          "sla_url": "https://www.five9.com/legal/sla-service-level",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "digital",
          "name": "Five9 Digital Engagement",
          "category": "digital",
          "description": "Chat, email, SMS, social",
          "sla_url": "https://www.five9.com/legal/sla-service-level",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "iva",
          "name": "Five9 IVA",
          "category": "ai",
          "description": "Intelligent virtual agent",
          "sla_url": "https://www.five9.com/legal/sla-service-level",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "voice",
          "name": "Five9 Voice",
          "category": "voice",
          "description": "Inbound/outbound voice",
          "sla_url": "https://www.five9.com/legal/sla-service-level",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "wfm",
          "name": "Five9 WFM",
          "category": "workforce",
          "description": "Workforce optimization",
          "sla_url": "https://www.five9.com/legal/sla-service-level",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Five9 is a Communication & Collaboration provider. See the official SLA at [https://www.five9.com/legal/sla-service-level](https://www.five9.com/legal/sla-service-level).\n\n<!-- Add human-readable notes about Five9's SLA nuances here. -->"
    },
    {
      "slug": "fivetran",
      "name": "Fivetran",
      "vendor": "Fivetran",
      "website": "https://www.fivetran.com",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://www.fivetran.com/legal/sla",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.fivetran.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "connectors",
          "name": "Fivetran Connectors",
          "category": "data-integration",
          "description": "500+ pre-built connectors",
          "sla_url": "https://www.fivetran.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "functions",
          "name": "Fivetran Functions",
          "category": "data-integration",
          "description": "Custom connector functions",
          "sla_url": "https://www.fivetran.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "transformations",
          "name": "Fivetran Transformations",
          "category": "data-transformation",
          "description": "dbt Core integration",
          "sla_url": "https://www.fivetran.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hva",
          "name": "High Volume Agent",
          "category": "data-integration",
          "description": "Database replication",
          "sla_url": "https://www.fivetran.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Fivetran is a Database & Data Infrastructure provider. See the official SLA at [https://www.fivetran.com/legal/sla](https://www.fivetran.com/legal/sla).\n\n<!-- Add human-readable notes about Fivetran's SLA nuances here. -->"
    },
    {
      "slug": "fortinet",
      "name": "Fortinet",
      "vendor": "Fortinet",
      "website": "https://www.fortinet.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://www.fortinet.com/support/support-services",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "FortiCare",
        "url": "https://support.fortinet.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": "fortianalyzer-cloud",
          "name": "FortiAnalyzer Cloud",
          "category": "siem",
          "description": "Security analytics and logging",
          "sla_url": "https://www.fortinet.com/support/support-services",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "forticloud-management",
          "name": "FortiCloud Management",
          "category": "cloud-management",
          "description": "Centralized device management",
          "sla_url": "https://www.fortinet.com/support/support-services",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "fortiedr",
          "name": "FortiEDR",
          "category": "endpoint-security",
          "description": "Endpoint detection and response",
          "sla_url": "https://www.fortinet.com/support/support-services",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "fortigate-cloud",
          "name": "FortiGate Cloud",
          "category": "firewall",
          "description": "Cloud-based firewall management",
          "sla_url": "https://www.fortinet.com/support/support-services",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "fortisase",
          "name": "FortiSASE",
          "category": "sase",
          "description": "Secure access service edge",
          "sla_url": "https://www.fortinet.com/support/support-services",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Fortinet is a Security & Identity provider. See the official SLA at [https://www.fortinet.com/support/support-services](https://www.fortinet.com/support/support-services).\n\n<!-- Add human-readable notes about Fortinet's SLA nuances here. -->"
    },
    {
      "slug": "freshworks",
      "name": "Freshworks",
      "vendor": "Freshworks",
      "website": "https://www.freshworks.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "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": null,
        "automatic": false,
        "credit_tiers": []
      },
      "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/legal/",
          "uptime": null,
          "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/legal/",
          "uptime": null,
          "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/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "freshmarketer",
          "name": "Freshmarketer",
          "category": "marketing",
          "description": "Marketing automation",
          "sla_url": "https://www.freshworks.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "freshsales",
          "name": "Freshsales",
          "category": "crm",
          "description": "Sales CRM",
          "sla_url": "https://www.freshworks.com/legal/",
          "uptime": null,
          "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/legal/",
          "uptime": null,
          "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. -->"
    },
    {
      "slug": "front",
      "name": "Front",
      "vendor": "Front",
      "website": "https://www.front.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://front.com/legal/saas-services-agreement",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://help.front.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": "analytics",
          "name": "Front Analytics",
          "category": "analytics",
          "description": "Team analytics",
          "sla_url": "https://front.com/legal/saas-services-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "chat",
          "name": "Front Chat",
          "category": "chat",
          "description": "Live chat",
          "sla_url": "https://front.com/legal/saas-services-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "inbox",
          "name": "Front Inbox",
          "category": "email",
          "description": "Shared inbox platform",
          "sla_url": "https://front.com/legal/saas-services-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "workflows",
          "name": "Front Workflows",
          "category": "automation",
          "description": "Workflow automation",
          "sla_url": "https://front.com/legal/saas-services-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Front is a Communication & Collaboration provider. Front does not publish a public uptime SLA with service credits on its own domain; the canonical legal terms are the [SaaS Services Agreement](https://front.com/legal/saas-services-agreement), which disclaims availability rather than committing to an uptime percentage. The uptime/credit values in this record are unverified and flagged for review.\n\n<!-- Add human-readable notes about Front's SLA nuances here. -->"
    },
    {
      "slug": "gcp",
      "name": "GCP",
      "vendor": "Google Cloud Platform",
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          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "looker-studio",
          "name": "Looker Studio Pro",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "managed-service-for-apache-kafka",
          "name": "Managed Service for Apache Kafka",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "managed-microsoft-ad",
          "name": "Managed Service for Microsoft Active Directory",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "media-cdn",
          "name": "Media CDN",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "ncc",
          "name": "Network Connectivity Center",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "parallelstore",
          "name": "Parallelstore",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "recaptcha-enterprise",
          "name": "reCAPTCHA Enterprise",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "secret-manager",
          "name": "Secret Manager",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "secure-web-proxy",
          "name": "Secure Web Proxy",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "security-command-center",
          "name": "Security Command Center",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "sas",
          "name": "Spectrum Access System",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.9,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "speech-to-text",
          "name": "Speech-to-Text",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "talent-solution",
          "name": "Talent Solution",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "text-to-speech",
          "name": "Text-to-Speech",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "transcoder",
          "name": "Transcoder API",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "vertex-ai-featurestore",
          "name": "Vertex AI Feature Store",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "vertex-ai",
          "name": "Vertex AI Platform",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "retail",
          "name": "Vertex AI Search for commerce",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "vector-search",
          "name": "Vertex AI Vector Search",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "vertex-ai-vision",
          "name": "Vertex AI Vision",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "video-intelligence",
          "name": "Video Intelligence API",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "workflows",
          "name": "Workflows",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "ai-platform-training",
          "name": "AI Platform Training and Prediction",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.5,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "firebase-storage",
          "name": "Cloud Storage for Firebase",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "kms",
          "name": "Cloud Key Management Service",
          "category": null,
          "description": null,
          "sla_url": "https://cloud.google.com/terms/sla",
          "uptime": 99.95,
          "uptime_scope": "regional",
          "sla_eligible": false,
          "credit_policy": null
        }
      ],
      "notes": "GCP is a Cloud Infrastructure provider. See the official SLA at [https://cloud.google.com/terms/sla](https://cloud.google.com/terms/sla).\n\n<!-- Add human-readable notes about GCP's SLA nuances here. -->"
    },
    {
      "slug": "genesys",
      "name": "Genesys",
      "vendor": "Genesys",
      "website": "https://www.genesys.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "My Support Portal",
        "url": "https://help.genesys.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "ai",
          "name": "Genesys AI",
          "category": "ai",
          "description": "Bots and predictive engagement",
          "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "analytics",
          "name": "Genesys Analytics",
          "category": "analytics",
          "description": "Reporting and insights",
          "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "voice",
          "name": "Genesys Cloud Voice",
          "category": "voice",
          "description": "Inbound/outbound voice",
          "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "digital",
          "name": "Genesys Digital Channels",
          "category": "digital",
          "description": "Chat, email, messaging",
          "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "wfm",
          "name": "Workforce Management",
          "category": "wfm",
          "description": "Scheduling and forecasting",
          "sla_url": "https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Genesys is a Communication & Collaboration provider. The SLA is incorporated into the [Genesys Master Subscription Agreement, Cloud Services](https://www.genesys.com/company/legal-docs/genesys-master-subscription-agreement-for-cloud-services), which defers the specific availability metrics and service credits to the customer-specific Supplemental Terms identified in each Services Order.\n\n<!-- Add human-readable notes about Genesys's SLA nuances here. -->"
    },
    {
      "slug": "github",
      "name": "GitHub",
      "vendor": "GitHub, Inc.",
      "website": "https://github.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://github.com/customer-terms/github-online-services-sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 25,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 5
          },
          {
            "below": 99.5,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_quarter",
        "business_days": false,
        "method": "GitHub Support",
        "url": "https://support.github.com",
        "required_evidence": [
          "Enterprise/Organization name",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 10,
        "credit_application": "Applied to next billing cycle"
      },
      "exclusions": [
        "Scheduled maintenance",
        "Force majeure events",
        "Free tier services",
        "Beta features",
        "Customer misconfigurations"
      ],
      "support_tiers": [
        {
          "name": "Free",
          "slug": "free",
          "price": "Free",
          "sla_eligible": false,
          "response_time": null
        },
        {
          "name": "Team",
          "slug": "team",
          "price": "$4/user/month",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "$21/user/month",
          "sla_eligible": true,
          "response_time": "< 4 hours"
        }
      ],
      "services": [
        {
          "id": "git-operations",
          "name": "Git Operations",
          "category": "source-control",
          "description": "Git push, pull, clone operations",
          "sla_url": "https://github.com/customer-terms/github-online-services-sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "actions",
          "name": "GitHub Actions",
          "category": "ci-cd",
          "description": "Workflow automation and CI/CD",
          "sla_url": "https://github.com/customer-terms/github-online-services-sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api",
          "name": "GitHub API",
          "category": "api",
          "description": "REST and GraphQL APIs",
          "sla_url": "https://github.com/customer-terms/github-online-services-sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "packages",
          "name": "GitHub Packages",
          "category": "package-registry",
          "description": "Package hosting service",
          "sla_url": "https://github.com/customer-terms/github-online-services-sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "codespaces",
          "name": "GitHub Codespaces",
          "category": "development",
          "description": "Cloud development environments",
          "sla_url": "https://github.com/customer-terms/github-online-services-sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "GitHub is a DevOps & Development provider. See the official SLA at [https://github.com/customer-terms/github-online-services-sla](https://github.com/customer-terms/github-online-services-sla).\n\n<!-- Add human-readable notes about GitHub's SLA nuances here. -->"
    },
    {
      "slug": "gitlab",
      "name": "GitLab",
      "vendor": "GitLab",
      "website": "https://www.gitlab.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 5
          },
          {
            "below": 99.5,
            "credit": 10
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support Ticket",
        "url": "https://support.gitlab.com/",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Scheduled Maintenance windows",
        "Emergency maintenance for critical security or data integrity",
        "Force Majeure or general Internet connectivity issues",
        "Customer Terms of Service violations or misuse",
        "Equipment or software not controlled by GitLab",
        "Alpha, Beta, or Preview features"
      ],
      "support_tiers": [
        {
          "name": "Premium",
          "slug": "premium",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Ultimate",
          "slug": "ultimate",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "ci",
          "name": "GitLab CI/CD",
          "category": "ci-cd",
          "description": "Continuous integration and deployment",
          "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "registry",
          "name": "GitLab Container Registry",
          "category": "devops",
          "description": "Container image registry",
          "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "packages",
          "name": "GitLab Package Registry",
          "category": "devops",
          "description": "Package management (npm, Maven, etc.)",
          "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pages",
          "name": "GitLab Pages",
          "category": "hosting",
          "description": "Static site hosting",
          "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "saas",
          "name": "GitLab.com (SaaS)",
          "category": "devops",
          "description": "Hosted GitLab platform (Ultimate tier; covers Issues/MRs, Git operations, Container & Package Registry, API)",
          "sla_url": "https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "GitLab is a DevOps & Development provider. See the official SLA at [https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/](https://handbook.gitlab.com/handbook/engineering/infrastructure-platforms/service-level-agreement/).\n\nThe current SLA (effective for Ultimate-tier SaaS purchased or renewed on or after 2026-01-01) commits to a 99.9% Monthly Uptime Percentage for Covered Experiences (Issues and Merge Requests, Git operations, Container Registry, Package Registry, and related API requests). Service credits are claims-based: 5% of monthly fees when uptime is 99.5% to below 99.9%, and 10% when below 99.5%. Claims must be submitted via support.gitlab.com within thirty (30) days after the end of the affected month.\n\n<!-- Add human-readable notes about GitLab's SLA nuances here. -->"
    },
    {
      "slug": "google-workspace",
      "name": "Google Workspace",
      "vendor": "Google Workspace",
      "website": "https://workspace.google.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://workspace.google.com/terms/sla.html",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 15,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 3
          },
          {
            "below": 99,
            "credit": 7
          },
          {
            "below": 95,
            "credit": 15
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Admin Console",
        "url": "https://workspace.google.com/support/",
        "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": "gworkspace-gmail",
          "name": "Gmail (Business)",
          "category": "productivity",
          "description": "Email service - credits as Days of Service",
          "sla_url": "https://workspace.google.com/terms/sla.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "gworkspace-calendar",
          "name": "Google Calendar",
          "category": "productivity",
          "description": "Calendar service - credits as Days of Service",
          "sla_url": "https://workspace.google.com/terms/sla.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "gworkspace-chat",
          "name": "Google Chat",
          "category": "collaboration",
          "description": "Messaging service - credits as Days of Service",
          "sla_url": "https://workspace.google.com/terms/sla.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "gworkspace-drive",
          "name": "Google Drive",
          "category": "storage",
          "description": "Cloud storage - credits as Days of Service",
          "sla_url": "https://workspace.google.com/terms/sla.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "gworkspace-meet",
          "name": "Google Meet",
          "category": "collaboration",
          "description": "Video conferencing - credits as Days of Service",
          "sla_url": "https://workspace.google.com/terms/sla.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "gworkspace-voice-premier",
          "name": "Google Voice (Premier)",
          "category": "communications",
          "description": "Business phone - Premier tier with advanced features",
          "sla_url": "https://workspace.google.com/terms/sla.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "gworkspace-voice-standard",
          "name": "Google Voice (Standard)",
          "category": "communications",
          "description": "Business phone - Standard tier",
          "sla_url": "https://workspace.google.com/terms/sla.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Google Workspace is a Productivity & Collaboration provider. See the official SLA at [https://workspace.google.com/terms/sla.html](https://workspace.google.com/terms/sla.html).\n\n<!-- Add human-readable notes about Google Workspace's SLA nuances here. -->"
    },
    {
      "slug": "grafana-labs",
      "name": "Grafana Labs",
      "vendor": "Grafana Labs",
      "website": "https://grafana.com",
      "category": "monitoring-and-observability",
      "category_name": "Monitoring & Observability",
      "tags": [],
      "sla_url": "https://grafana.com/legal/grafana-cloud-sla/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.5,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 20
          },
          {
            "below": 98,
            "credit": 50
          },
          {
            "below": 97,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 10,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Grafana Support",
        "url": "https://grafana.com/orgs/cloud/tickets",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "grafana-alerting",
          "name": "Grafana Alerting",
          "category": "observability",
          "description": "Unified alerting platform",
          "sla_url": "https://grafana.com/legal/grafana-cloud-sla/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "grafana-cloud-logs",
          "name": "Grafana Cloud Logs",
          "category": "observability",
          "description": "Managed Loki logs",
          "sla_url": "https://grafana.com/legal/grafana-cloud-sla/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "grafana-cloud-metrics",
          "name": "Grafana Cloud Metrics",
          "category": "observability",
          "description": "Managed Prometheus metrics",
          "sla_url": "https://grafana.com/legal/grafana-cloud-sla/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "grafana-cloud-traces",
          "name": "Grafana Cloud Traces",
          "category": "observability",
          "description": "Managed Tempo traces",
          "sla_url": "https://grafana.com/legal/grafana-cloud-sla/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Grafana Labs is a Monitoring & Observability provider. See the official SLA at [https://grafana.com/legal/grafana-cloud-sla/](https://grafana.com/legal/grafana-cloud-sla/).\n\n<!-- Add human-readable notes about Grafana Labs's SLA nuances here. -->"
    },
    {
      "slug": "greenhouse",
      "name": "Greenhouse",
      "vendor": "Greenhouse",
      "website": "https://www.greenhouse.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://www.greenhouse.com/service-level-agreement",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99.5,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.greenhouse.io",
        "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": "api",
          "name": "Greenhouse API",
          "category": "api",
          "description": "Integration API",
          "sla_url": "https://www.greenhouse.com/service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "onboarding",
          "name": "Greenhouse Onboarding",
          "category": "onboarding",
          "description": "New hire onboarding",
          "sla_url": "https://www.greenhouse.com/service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "recruiting",
          "name": "Greenhouse Recruiting",
          "category": "ats",
          "description": "Applicant tracking system",
          "sla_url": "https://www.greenhouse.com/service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sourcing",
          "name": "Greenhouse Sourcing",
          "category": "sourcing",
          "description": "Candidate sourcing",
          "sla_url": "https://www.greenhouse.com/service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Greenhouse is a HR & People Operations provider. See the official SLA at [https://www.greenhouse.com/service-level-agreement](https://www.greenhouse.com/service-level-agreement).\n\n<!-- Add human-readable notes about Greenhouse's SLA nuances here. -->"
    },
    {
      "slug": "gusto",
      "name": "Gusto",
      "vendor": "Gusto",
      "website": "https://www.gusto.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://gusto.com/legal/terms",
      "last_verified": "2026-06-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://gusto.com/support",
        "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": "benefits",
          "name": "Gusto Benefits",
          "category": "benefits",
          "description": "Benefits administration",
          "sla_url": "https://gusto.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hiring",
          "name": "Gusto Hiring & Onboarding",
          "category": "onboarding",
          "description": "Hiring and onboarding",
          "sla_url": "https://gusto.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hr",
          "name": "Gusto HR",
          "category": "hris",
          "description": "HR management tools",
          "sla_url": "https://gusto.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payroll",
          "name": "Gusto Payroll",
          "category": "payroll",
          "description": "Full-service payroll",
          "sla_url": "https://gusto.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "time",
          "name": "Gusto Time Tools",
          "category": "time-and-attendance",
          "description": "Time tracking",
          "sla_url": "https://gusto.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Gusto is a HR & People Operations provider. See the official terms at [https://gusto.com/legal/terms](https://gusto.com/legal/terms). Gusto does not publish a public uptime SLA with service credits.\n\n<!-- Add human-readable notes about Gusto's SLA nuances here. -->"
    },
    {
      "slug": "hashicorp",
      "name": "HashiCorp",
      "vendor": "HashiCorp",
      "website": "https://www.hashicorp.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://cloud.hashicorp.com/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 30,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99.5,
            "credit": 20
          },
          {
            "below": 99,
            "credit": 30
          }
        ]
      },
      "claim_process": {
        "deadline_days": 10,
        "deadline_basis": "quarter_end",
        "business_days": true,
        "method": "Support ticket",
        "url": "https://www.ibm.com/mysupport",
        "required_evidence": [
          "Detailed description of events resulting in Downtime, including request logs documenting errors",
          "Time and duration of the Downtime",
          "Number and location(s) of affected users (if applicable)",
          "Descriptions of attempts to resolve the Downtime at time of occurrence"
        ],
        "review_days": 45,
        "credit_application": "Applied to a future invoice for the affected HashiCorp Cloud service"
      },
      "exclusions": [
        "Factors outside HashiCorp's reasonable control (natural disaster, war, terrorism, riots, government action, network attacks, network/device failure at customer site)",
        "Services, hardware, or software provided by a third party (e.g. underlying cloud platform services)",
        "Use of customer password or equipment to access the network",
        "Customer or third-party improper use, scaling or configuration, or failure to follow appropriate security practices",
        "Scheduled downtime for maintenance and upgrades"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "hcp-boundary",
          "name": "HCP Boundary",
          "category": "security",
          "description": "Managed access management",
          "sla_url": "https://cloud.hashicorp.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hcp-consul",
          "name": "HCP Consul",
          "category": "networking",
          "description": "Managed service mesh",
          "sla_url": "https://cloud.hashicorp.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hcp-packer",
          "name": "HCP Packer",
          "category": "devops",
          "description": "Image management service",
          "sla_url": "https://cloud.hashicorp.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hcp-terraform",
          "name": "HCP Terraform (Terraform Cloud)",
          "category": "infrastructure-as-code",
          "description": "Managed Terraform workflow",
          "sla_url": "https://cloud.hashicorp.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hcp-vault",
          "name": "HCP Vault",
          "category": "security",
          "description": "Managed secrets management",
          "sla_url": "https://cloud.hashicorp.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hcp-vault-radar",
          "name": "HCP Vault Radar",
          "category": "security",
          "description": "Secret discovery and scanning",
          "sla_url": "https://cloud.hashicorp.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hcp-vault-secrets",
          "name": "HCP Vault Secrets",
          "category": "security",
          "description": "Managed secrets management",
          "sla_url": "https://cloud.hashicorp.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "HashiCorp is a DevOps & Development provider. See the official SLA at [https://cloud.hashicorp.com/sla](https://cloud.hashicorp.com/sla).\n\nThe HashiCorp Cloud SLA applies only to HashiCorp Cloud services at the Enterprise tier or above. Service Credits are tiered (10% / 20% / 30% of Applicable Quarterly Service Fees) based on Quarterly Uptime Percentage, capped at 30%. To claim, log a support ticket within ten (10) business days after the last day of the affected Quarter; claims are processed within 45 days. Development/Dev-tier clusters are not covered.\n\n<!-- Add human-readable notes about HashiCorp's SLA nuances here. -->"
    },
    {
      "slug": "heap",
      "name": "Heap",
      "vendor": "Heap",
      "website": "https://www.heap.com",
      "category": "analytics-and-bi",
      "category_name": "Analytics & BI",
      "tags": [],
      "sla_url": "https://contentsquare.com/legal/support-package-slc/",
      "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://help.heap.io",
        "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": "analytics",
          "name": "Heap Analytics",
          "category": "analytics",
          "description": "Auto-capture analytics",
          "sla_url": "https://contentsquare.com/legal/support-package-slc/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "data-warehouse",
          "name": "Heap Connect",
          "category": "data-integration",
          "description": "Data warehouse sync",
          "sla_url": "https://contentsquare.com/legal/support-package-slc/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "session-replay",
          "name": "Session Replay",
          "category": "analytics",
          "description": "Session recording",
          "sla_url": "https://contentsquare.com/legal/support-package-slc/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Heap is a Monitoring & Observability provider. Heap (Product Analytics) is now a Contentsquare company; its governing SLA is the Contentsquare Support Package & SLA at [https://contentsquare.com/legal/support-package-slc/](https://contentsquare.com/legal/support-package-slc/) (referenced from Heap's Master Services Agreement). The former heap.io SLA page is no longer published.\n\n<!-- Add human-readable notes about Heap's SLA nuances here. -->"
    },
    {
      "slug": "help-scout",
      "name": "Help Scout",
      "vendor": "Help Scout",
      "website": "https://www.helpscout.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.helpscout.com/company/legal/terms-of-service/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "no_credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://www.helpscout.com/contact/",
        "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": "helpscout-beacon",
          "name": "Help Scout Beacon",
          "category": "chat",
          "description": "Embeddable chat widget",
          "sla_url": "https://www.helpscout.com/company/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "helpscout-docs",
          "name": "Help Scout Docs",
          "category": "knowledge-base",
          "description": "Knowledge base",
          "sla_url": "https://www.helpscout.com/company/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "helpscout-mailbox",
          "name": "Help Scout Mailbox",
          "category": "help-desk",
          "description": "Shared mailbox",
          "sla_url": "https://www.helpscout.com/company/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "helpscout-messages",
          "name": "Help Scout Messages",
          "category": "in-app-messaging",
          "description": "In-app messaging",
          "sla_url": "https://www.helpscout.com/company/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Help Scout is a Other SaaS provider. See the official SLA at [https://www.helpscout.com/company/legal/terms-of-service/](https://www.helpscout.com/company/legal/terms-of-service/).\n\n<!-- Add human-readable notes about Help Scout's SLA nuances here. -->"
    },
    {
      "slug": "heroku",
      "name": "Heroku",
      "vendor": "Heroku",
      "website": "https://www.heroku.com",
      "category": "cloud-infrastructure",
      "category_name": "Cloud Infrastructure",
      "tags": [],
      "sla_url": "https://www.heroku.com/policy/promise",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support Ticket",
        "url": "https://help.heroku.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "connect",
          "name": "Heroku Connect",
          "category": "integration",
          "description": "Salesforce sync",
          "sla_url": "https://www.heroku.com/policy/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "kafka",
          "name": "Heroku Kafka",
          "category": "messaging",
          "description": "Managed Apache Kafka",
          "sla_url": "https://www.heroku.com/policy/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "redis",
          "name": "Heroku Key-Value Store",
          "category": "database",
          "description": "Managed Redis",
          "sla_url": "https://www.heroku.com/policy/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pipelines",
          "name": "Heroku Pipelines",
          "category": "ci-cd",
          "description": "CI/CD pipelines",
          "sla_url": "https://www.heroku.com/policy/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "postgres",
          "name": "Heroku Postgres",
          "category": "database",
          "description": "Managed PostgreSQL",
          "sla_url": "https://www.heroku.com/policy/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "runtime",
          "name": "Heroku Runtime",
          "category": "paas",
          "description": "Application runtime (dynos)",
          "sla_url": "https://www.heroku.com/policy/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Heroku is a Cloud Infrastructure provider. See the official SLA at [https://www.heroku.com/policy/promise](https://www.heroku.com/policy/promise).\n\n<!-- Add human-readable notes about Heroku's SLA nuances here. -->"
    },
    {
      "slug": "hootsuite",
      "name": "Hootsuite",
      "vendor": "Hootsuite",
      "website": "https://www.hootsuite.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "service_extension",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": null
          },
          {
            "below": 99,
            "credit": null
          },
          {
            "below": 95,
            "credit": null
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "eligibility_date",
        "business_days": false,
        "method": "Notify Hootsuite",
        "url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement",
        "required_evidence": [],
        "review_days": null,
        "credit_application": "Days of Enterprise Services added to the end of Customer's Term at no charge"
      },
      "exclusions": [
        "Scheduled system maintenance",
        "API Interruptions from independent partners (e.g., X/Twitter, Facebook, LinkedIn, YouTube)",
        "Circumstances beyond Hootsuite's control"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "advertising",
          "name": "Social Advertising",
          "category": "advertising",
          "description": "Ad management",
          "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "analytics",
          "name": "Social Analytics",
          "category": "analytics",
          "description": "Social media analytics",
          "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "inbox",
          "name": "Social Inbox",
          "category": "engagement",
          "description": "Social engagement management",
          "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "listening",
          "name": "Social Listening",
          "category": "monitoring",
          "description": "Brand monitoring",
          "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "publishing",
          "name": "Social Publishing",
          "category": "social-media",
          "description": "Content publishing and scheduling",
          "sla_url": "https://www.hootsuite.com/legal/enterprise-service-level-agreement",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Hootsuite is a Marketing & Analytics provider. See the official SLA at [https://www.hootsuite.com/legal/enterprise-service-level-agreement](https://www.hootsuite.com/legal/enterprise-service-level-agreement).\n\n<!-- Add human-readable notes about Hootsuite's SLA nuances here. -->\nHootsuite's SLA applies only to Enterprise Services purchased under an Authorization Form; self-serve/standard plans have no public uptime SLA (the self-serve terms disclaim continuous availability). The 99.9% Service Availability commitment is for the Platform overall, no per-service uptime tiers are published. Remedy is a service extension (days added to the end of Term), not a percentage invoice credit and not automatic: tiers are 3 days (<99.9% to >=99.0%), 7 days (<99.0% to >=95.0%), 15 days (<95.0%), capped at 15 days per calendar month. Customer must notify Hootsuite within 30 days of becoming eligible or forfeit the credit."
    },
    {
      "slug": "hubspot",
      "name": "HubSpot",
      "vendor": "HubSpot",
      "website": "https://www.hubspot.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://legal.hubspot.com/product-specific-terms",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "pro_rated",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 20,
        "deadline_basis": "month_end",
        "business_days": false,
        "method": "Contact HubSpot",
        "url": "https://legal.hubspot.com/product-specific-terms",
        "required_evidence": [],
        "review_days": null,
        "credit_application": "Applied against an invoice or charge for the following renewal Subscription Term"
      },
      "exclusions": [
        "Force majeure events",
        "Customer-caused issues",
        "Third-party internet/telecom failures",
        "Misuse of the service",
        "Maintenance windows",
        "Data migrations",
        "Free Services"
      ],
      "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": "cms",
          "name": "CMS Hub",
          "category": "cms",
          "description": "Content management system",
          "sla_url": "https://legal.hubspot.com/product-specific-terms",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "crm",
          "name": "HubSpot CRM",
          "category": "crm",
          "description": "Customer relationship management",
          "sla_url": "https://legal.hubspot.com/product-specific-terms",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "marketing",
          "name": "Marketing Hub",
          "category": "marketing",
          "description": "Marketing automation",
          "sla_url": "https://legal.hubspot.com/product-specific-terms",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sales",
          "name": "Sales Hub",
          "category": "sales",
          "description": "Sales CRM and tools",
          "sla_url": "https://legal.hubspot.com/product-specific-terms",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "service",
          "name": "Service Hub",
          "category": "support",
          "description": "Customer service platform",
          "sla_url": "https://legal.hubspot.com/product-specific-terms",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "HubSpot is a CRM & Sales provider. The \"Service Uptime Commitment\" is published in HubSpot's [Product Specific Terms](https://legal.hubspot.com/product-specific-terms): a 99.95% monthly Service Uptime target for paid Subscription Services. A credit (pro-rated fees for the downtime) is available only if uptime falls below 99.95% for two (2) or more consecutive calendar months, and the customer must request it within twenty (20) days of the end of the relevant month. There is no tiered credit schedule or stated maximum credit cap, and credits are not automatic.\n\n<!-- Add human-readable notes about HubSpot's SLA nuances here. -->"
    },
    {
      "slug": "hugging-face",
      "name": "Hugging Face",
      "vendor": "Hugging Face",
      "website": "https://huggingface.co",
      "category": "ai-and-machine-learning",
      "category_name": "AI & Machine Learning",
      "tags": [],
      "sla_url": "https://huggingface.co/terms-of-service",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://huggingface.co/support",
        "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": "huggingface-autotrain",
          "name": "AutoTrain",
          "category": "ai",
          "description": "Automated model training",
          "sla_url": "https://huggingface.co/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "huggingface-hub",
          "name": "Hugging Face Hub",
          "category": "ai",
          "description": "Model and dataset repository",
          "sla_url": "https://huggingface.co/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "huggingface-inference",
          "name": "Inference API",
          "category": "ai",
          "description": "Model inference endpoints",
          "sla_url": "https://huggingface.co/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "huggingface-spaces",
          "name": "Spaces",
          "category": "ai",
          "description": "ML app hosting",
          "sla_url": "https://huggingface.co/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Hugging Face is a AI & Machine Learning provider. See the official SLA at [https://huggingface.co/terms-of-service](https://huggingface.co/terms-of-service).\n\n<!-- Add human-readable notes about Hugging Face's SLA nuances here. -->"
    },
    {
      "slug": "ibm-cloud",
      "name": "IBM Cloud",
      "vendor": "IBM Cloud",
      "website": "https://www.ibm.com/cloud",
      "category": "cloud-infrastructure",
      "category_name": "Cloud Infrastructure",
      "tags": [],
      "sla_url": "https://cloud.ibm.com/docs/overview?topic=overview-slas",
      "last_verified": "2026-06-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.99,
            "credit": 5
          },
          {
            "below": 99.9,
            "credit": 10
          }
        ]
      },
      "claim_process": {
        "deadline_days": 3,
        "deadline_basis": "end_of_billing_month",
        "business_days": true,
        "method": "IBM Support",
        "url": "https://www.ibm.com/cloud/support",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "activity-tracker",
          "name": "Activity Tracker",
          "category": "management",
          "description": "Activity Tracker service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api-connect",
          "name": "API Connect",
          "category": "integration",
          "description": "API Connect service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "app-connect",
          "name": "App Connect",
          "category": "integration",
          "description": "App Connect service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "app-id",
          "name": "App ID",
          "category": "security",
          "description": "App ID service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "load-balancer-for-vpc",
          "name": "Application Load Balancer for VPC",
          "category": "networking",
          "description": "Application Load Balancer for VPC service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "bare-metal-servers",
          "name": "Bare Metal Servers for VPC",
          "category": "compute",
          "description": "Bare Metal Servers for VPC service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "block-storage-for-vpc",
          "name": "Block Storage for VPC",
          "category": "storage",
          "description": "Block Storage for VPC service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "blockchain-platform",
          "name": "Blockchain Platform",
          "category": "emerging-tech",
          "description": "Blockchain Platform service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "certificate-manager",
          "name": "Certificate Manager",
          "category": "security",
          "description": "Certificate Manager service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cloud-foundry",
          "name": "Cloud Foundry",
          "category": "platform",
          "description": "Cloud Foundry service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cloud-internet-services",
          "name": "Cloud Internet Services",
          "category": "networking",
          "description": "Cloud Internet Services service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cloud-monitoring",
          "name": "Cloud Monitoring",
          "category": "management",
          "description": "Cloud Monitoring service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cloud-object-storage",
          "name": "Cloud Object Storage",
          "category": "storage",
          "description": "Cloud Object Storage service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cognos-analytics",
          "name": "Cognos Analytics",
          "category": "analytics",
          "description": "Cognos Analytics service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "container-registry",
          "name": "Container Registry",
          "category": "containers",
          "description": "Container Registry service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "continuous-delivery",
          "name": "Continuous Delivery",
          "category": "devops",
          "description": "Continuous Delivery service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "databases-for-elasticsearch",
          "name": "Databases for Elasticsearch",
          "category": "database",
          "description": "Databases for Elasticsearch service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "databases-for-etcd",
          "name": "Databases for etcd",
          "category": "database",
          "description": "Databases for etcd service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "databases-for-mongodb",
          "name": "Databases for MongoDB",
          "category": "database",
          "description": "Databases for MongoDB service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "databases-for-mysql",
          "name": "Databases for MySQL",
          "category": "database",
          "description": "Databases for MySQL service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "databases-for-postgresql",
          "name": "Databases for PostgreSQL",
          "category": "database",
          "description": "Databases for PostgreSQL service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "databases-for-redis",
          "name": "Databases for Redis",
          "category": "database",
          "description": "Databases for Redis service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "db2-on-cloud",
          "name": "Db2 on Cloud",
          "category": "database",
          "description": "Db2 on Cloud service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "db2-warehouse",
          "name": "Db2 Warehouse",
          "category": "analytics",
          "description": "Db2 Warehouse service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "direct-link",
          "name": "Direct Link",
          "category": "networking",
          "description": "Direct Link service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "event-streams",
          "name": "Event Streams",
          "category": "integration",
          "description": "Event Streams service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "file-storage-for-vpc",
          "name": "File Storage for VPC",
          "category": "storage",
          "description": "File Storage for VPC service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hyper-protect-crypto-services",
          "name": "Hyper Protect Crypto Services",
          "category": "security",
          "description": "Hyper Protect Crypto Services service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "code-engine",
          "name": "IBM Cloud Code Engine",
          "category": "compute",
          "description": "IBM Cloud Code Engine service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dns-services",
          "name": "IBM Cloud DNS Services",
          "category": "networking",
          "description": "IBM Cloud DNS Services service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 100,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "functions",
          "name": "IBM Cloud Functions",
          "category": "compute",
          "description": "IBM Cloud Functions service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "kubernetes-service",
          "name": "IBM Cloud Kubernetes Service",
          "category": "containers",
          "description": "IBM Cloud Kubernetes Service service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pak-for-data",
          "name": "IBM Cloud Pak for Data",
          "category": "analytics",
          "description": "IBM Cloud Pak for Data service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "satellite",
          "name": "IBM Cloud Satellite",
          "category": "hybrid-cloud",
          "description": "IBM Cloud Satellite service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cloudant",
          "name": "IBM Cloudant",
          "category": "database",
          "description": "IBM Cloudant service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "key-protect",
          "name": "Key Protect",
          "category": "security",
          "description": "Key Protect service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "log-analysis",
          "name": "Log Analysis",
          "category": "management",
          "description": "Log Analysis service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "mq-on-cloud",
          "name": "MQ on Cloud",
          "category": "integration",
          "description": "MQ on Cloud service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "natural-language-understanding",
          "name": "Natural Language Understanding",
          "category": "ai-and-machine-learning",
          "description": "Natural Language Understanding service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "power-virtual-server",
          "name": "Power Virtual Server",
          "category": "compute",
          "description": "Power Virtual Server service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "red-hat-openshift-on-ibm-cloud",
          "name": "Red Hat OpenShift on IBM Cloud",
          "category": "containers",
          "description": "Red Hat OpenShift on IBM Cloud service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "schematics",
          "name": "Schematics",
          "category": "devops",
          "description": "Schematics service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "secrets-manager",
          "name": "Secrets Manager",
          "category": "security",
          "description": "Secrets Manager service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "security-and-compliance-center",
          "name": "Security and Compliance Center",
          "category": "security",
          "description": "Security and Compliance Center service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "speech-to-text",
          "name": "Speech to Text",
          "category": "ai-and-machine-learning",
          "description": "Speech to Text service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "streaming-analytics",
          "name": "Streaming Analytics",
          "category": "analytics",
          "description": "Streaming Analytics service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "text-to-speech",
          "name": "Text to Speech",
          "category": "ai-and-machine-learning",
          "description": "Text to Speech service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "transit-gateway",
          "name": "Transit Gateway",
          "category": "networking",
          "description": "Transit Gateway service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "virtual-private-cloud-vpc",
          "name": "Virtual Private Cloud",
          "category": "networking",
          "description": "Virtual Private Cloud service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "virtual-servers-for-vpc",
          "name": "Virtual Server for VPC",
          "category": "compute",
          "description": "Virtual Server for VPC service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "vmware-solutions",
          "name": "VMware Solutions",
          "category": "compute",
          "description": "VMware Solutions service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "vpn-for-vpc",
          "name": "VPN for VPC",
          "category": "networking",
          "description": "VPN for VPC service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "watson-assistant",
          "name": "Watson Assistant",
          "category": "ai-and-machine-learning",
          "description": "Watson Assistant service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "watson-discovery",
          "name": "Watson Discovery",
          "category": "ai-and-machine-learning",
          "description": "Watson Discovery service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "watson-machine-learning",
          "name": "Watson Machine Learning",
          "category": "ai-and-machine-learning",
          "description": "Watson Machine Learning service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "watson-query",
          "name": "Watson Query",
          "category": "database",
          "description": "Watson Query service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "watson-studio",
          "name": "Watson Studio",
          "category": "ai-and-machine-learning",
          "description": "Watson Studio service",
          "sla_url": "https://www.ibm.com/support/customer/csol/terms/?id=i126-9268",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "IBM Cloud is a Cloud Infrastructure provider. See the official SLA at [https://cloud.ibm.com/docs/overview?topic=overview-slas](https://cloud.ibm.com/docs/overview?topic=overview-slas). IBM Cloud SLAs are per-service: each service's availability target and credit amounts are defined in its individual Transaction Document / Service Description.\n\n<!-- Add human-readable notes about IBM Cloud's SLA nuances here. -->"
    },
    {
      "slug": "intercom",
      "name": "Intercom",
      "vendor": "Intercom",
      "website": "https://www.intercom.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.intercom.com/legal/service-level-agreement",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_refund",
        "max_credit_percent": 0,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_second_consecutive_failed_month",
        "business_days": false,
        "method": "Written notice of termination",
        "url": "https://www.intercom.com/legal/service-level-agreement",
        "required_evidence": [
          "Two consecutive months below Target Availability"
        ],
        "review_days": null,
        "credit_application": "Pro-rated refund of prepaid fees for the terminated Service"
      },
      "exclusions": [
        "Use of the services in a manner not authorized in the Agreement",
        "General Internet problems, force majeure events, or other factors outside Intercom's reasonable control",
        "Customer's equipment, software, network connections, or other infrastructure",
        "Third party systems, acts, or omissions",
        "Scheduled Maintenance or reasonable emergency maintenance"
      ],
      "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": "ai-agent",
          "name": "AI Agent (Fin)",
          "category": "automation",
          "description": "Uptime is achieved when Intercom's AI Agent, Fin, can generate text responses to customer inquiries.",
          "sla_url": "https://www.intercom.com/legal/service-level-agreement",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "core-platform",
          "name": "Core Platform",
          "category": "chat",
          "description": "Uptime is achieved when users can successfully engage in key actions such as replying within the Inbox or Messenger platforms.",
          "sla_url": "https://www.intercom.com/legal/service-level-agreement",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Intercom is a Communication & Collaboration provider. See the official SLA at [https://www.intercom.com/legal/service-level-agreement](https://www.intercom.com/legal/service-level-agreement).\n\nNote: Intercom's SLA (Effective Date 2025-07-11) targets 99.8% monthly uptime and provides a termination-and-refund remedy rather than service credits. The remedy applies only after two consecutive months below target; Customer must give written termination notice within 30 days after the end of the second such month. This is the Customer's sole and exclusive remedy.\n\n<!-- Add human-readable notes about Intercom's SLA nuances here. -->"
    },
    {
      "slug": "jumpcloud",
      "name": "JumpCloud",
      "vendor": "JumpCloud",
      "website": "https://www.jumpcloud.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://jumpcloud.com/policies",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 50
          }
        ]
      },
      "claim_process": {
        "deadline_days": 10,
        "deadline_basis": "calendar_month_end",
        "business_days": false,
        "method": "Written request (Credit Request)",
        "url": "https://support.jumpcloud.com",
        "required_evidence": [
          "Credit Requests are subject to verification against JumpCloud's system records"
        ],
        "review_days": null,
        "credit_application": "Credit or refund at Customer's option"
      },
      "exclusions": [
        "Customer configuration errors",
        "Customer preventing required maintenance",
        "Customer unsupported equipment or software",
        "Circumstances beyond JumpCloud's reasonable control (floods, war, acts of god)",
        "Use of beta or trial versions of the Service",
        "Scheduled Maintenance communicated in advance",
        "Use of other than the latest version of the JumpCloud Agent"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "4 hours"
        },
        {
          "name": "Premium",
          "slug": "premium",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "1 hour"
        }
      ],
      "services": [
        {
          "id": "radius",
          "name": "Cloud RADIUS",
          "category": "network-auth",
          "description": "Cloud RADIUS service",
          "sla_url": "https://jumpcloud.com/policies",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "device-mgmt",
          "name": "Device Management",
          "category": "mdm",
          "description": "Device management",
          "sla_url": "https://jumpcloud.com/policies",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "directory",
          "name": "JumpCloud Directory",
          "category": "directory",
          "description": "Cloud directory service",
          "sla_url": "https://jumpcloud.com/policies",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "mfa",
          "name": "JumpCloud MFA",
          "category": "mfa",
          "description": "Multi-factor authentication",
          "sla_url": "https://jumpcloud.com/policies",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sso",
          "name": "JumpCloud SSO",
          "category": "sso",
          "description": "Single sign-on",
          "sla_url": "https://jumpcloud.com/policies",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "JumpCloud is a Security & Identity provider. The uptime/service-credit SLA is published in the Premium Support Description, linked from JumpCloud's support policies page at [https://jumpcloud.com/policies](https://jumpcloud.com/policies) and incorporated into the DAASA customer agreement ([https://jumpcloud.com/legal/daasa](https://jumpcloud.com/legal/daasa)).\n\n<!-- SLA notes:\n- The 99.9% uptime commitment with downtime credits appears only in the Premium Support Description (Last Updated: December 5, 2023), not the Standard Support Description. The uptime SLA therefore requires the Premium support tier.\n- Credit tiers (Premium Support Description §3.e): \"<99.9% 10%\", \"<99% 25%\", \"<95% 50%\".\n- Credits are not automatic: issued \"upon Customer's written request ... made within ten (10) days from the end of the applicable Calendar Month\" (a \"Credit Request\"), at Customer's option as a credit or refund.\n- Downtime credits are JumpCloud's sole and exclusive remedy for failing to meet the Uptime.\n- There is no standalone /legal/sla page (404); the prior URL is dead.\n-->"
    },
    {
      "slug": "kinaxis",
      "name": "Kinaxis",
      "vendor": "Kinaxis",
      "website": "https://www.kinaxis.com",
      "category": "enterprise-and-operations",
      "category_name": "Enterprise & Operations",
      "tags": [],
      "sla_url": "https://www.kinaxis.com/en/trust-center",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.kinaxis.com/en/trust-center",
        "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": "rapidresponse-control-tower",
          "name": "Control Tower",
          "category": "supply-chain-visibility",
          "description": "End-to-end supply chain visibility",
          "sla_url": "https://www.kinaxis.com/en/trust-center",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "rapidresponse-demand",
          "name": "Demand Planning",
          "category": "demand-planning",
          "description": "AI-powered demand forecasting",
          "sla_url": "https://www.kinaxis.com/en/trust-center",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "rapidresponse-inventory",
          "name": "Inventory Planning",
          "category": "inventory-management",
          "description": "Multi-echelon inventory optimization",
          "sla_url": "https://www.kinaxis.com/en/trust-center",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "rapidresponse-planning",
          "name": "RapidResponse Planning",
          "category": "supply-chain-planning",
          "description": "Supply chain planning and S&OP",
          "sla_url": "https://www.kinaxis.com/en/trust-center",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Kinaxis is a Other SaaS provider. Kinaxis does not publish a public availability SLA; per its [Trust Center](https://www.kinaxis.com/en/trust-center), the availability SLA is part of the contractual SaaS Agreement (Order Form, Support Guide, Security Guide, availability SLA, and Data Processing Agreement) and is not publicly disclosed.\n\n<!-- Add human-readable notes about Kinaxis's SLA nuances here. -->"
    },
    {
      "slug": "klaviyo",
      "name": "Klaviyo",
      "vendor": "Klaviyo",
      "website": "https://www.klaviyo.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://www.klaviyo.com/legal",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://help.klaviyo.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": "cdp",
          "name": "Klaviyo CDP",
          "category": "cdp",
          "description": "Customer data platform",
          "sla_url": "https://www.klaviyo.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "email",
          "name": "Klaviyo Email",
          "category": "email-marketing",
          "description": "Email marketing",
          "sla_url": "https://www.klaviyo.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "flows",
          "name": "Klaviyo Flows",
          "category": "marketing-automation",
          "description": "Automated flows",
          "sla_url": "https://www.klaviyo.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "reviews",
          "name": "Klaviyo Reviews",
          "category": "reviews",
          "description": "Product reviews",
          "sla_url": "https://www.klaviyo.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sms",
          "name": "Klaviyo SMS",
          "category": "sms-marketing",
          "description": "SMS marketing",
          "sla_url": "https://www.klaviyo.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Klaviyo is a Marketing & Analytics provider. Klaviyo does not publish a public uptime SLA or service-credit policy; its [Terms of Service](https://www.klaviyo.com/legal/terms-of-service) disclaims any availability guarantee. See Klaviyo's legal documents at [https://www.klaviyo.com/legal](https://www.klaviyo.com/legal).\n\n<!-- Add human-readable notes about Klaviyo's SLA nuances here. -->"
    },
    {
      "slug": "kong",
      "name": "Kong",
      "vendor": "Kong",
      "website": "https://www.kong.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://konghq.com/legal/service-level-agreement",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.99,
            "credit": 10
          },
          {
            "below": 99.9,
            "credit": 25
          },
          {
            "below": 99,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.konghq.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "gateway",
          "name": "Kong Gateway",
          "category": "api-gateway",
          "description": "API gateway",
          "sla_url": "https://konghq.com/legal/service-level-agreement",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "insomnia",
          "name": "Kong Insomnia",
          "category": "api-development",
          "description": "API design and testing",
          "sla_url": "https://konghq.com/legal/service-level-agreement",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "konnect",
          "name": "Kong Konnect",
          "category": "api-management",
          "description": "Cloud API management",
          "sla_url": "https://konghq.com/legal/service-level-agreement",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "mesh",
          "name": "Kong Mesh",
          "category": "service-mesh",
          "description": "Service mesh",
          "sla_url": "https://konghq.com/legal/service-level-agreement",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Kong is a Integration & Automation provider. See the official SLA at [https://konghq.com/legal/service-level-agreement](https://konghq.com/legal/service-level-agreement).\n\n<!-- Add human-readable notes about Kong's SLA nuances here. -->"
    },
    {
      "slug": "lastpass",
      "name": "LastPass",
      "vendor": "LastPass",
      "website": "https://www.lastpass.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://www.lastpass.com/legal-center/terms-of-service/business",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.lastpass.com/legal-center/terms-of-service/business",
        "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": "admin",
          "name": "Admin Console",
          "category": "management",
          "description": "Central administration",
          "sla_url": "https://www.lastpass.com/legal-center/terms-of-service/business",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "mfa",
          "name": "LastPass MFA",
          "category": "authentication",
          "description": "Multi-factor authentication",
          "sla_url": "https://www.lastpass.com/legal-center/terms-of-service/business",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sso",
          "name": "LastPass SSO",
          "category": "authentication",
          "description": "Single sign-on",
          "sla_url": "https://www.lastpass.com/legal-center/terms-of-service/business",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "vault",
          "name": "LastPass Vault",
          "category": "password-management",
          "description": "Password vault storage",
          "sla_url": "https://www.lastpass.com/legal-center/terms-of-service/business",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "LastPass is a Security & Identity provider. LastPass does not publish a public uptime SLA with service credits; see the [LastPass Business Terms of Service](https://www.lastpass.com/legal-center/terms-of-service/business) (Last Updated January 2024), which disclaims any uptime/availability warranty.\n\n<!-- Add human-readable notes about LastPass's SLA nuances here. -->\n<!-- NEEDS REVIEW: No official SLA, uptime commitment, or service credits exist on lastpass.com. The numeric SLA fields in the front matter are unverifiable against the vendor's own pages and are retained unchanged pending review. -->"
    },
    {
      "slug": "launchdarkly",
      "name": "LaunchDarkly",
      "vendor": "LaunchDarkly",
      "website": "https://www.launchdarkly.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://launchdarkly.com/policies/service-level-agreement/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.99,
            "credit": 10
          },
          {
            "below": 98,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": 5,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Email or support request portal",
        "url": "mailto:support@launchdarkly.com",
        "required_evidence": [
          "SLA credit request in subject line",
          "Incident description",
          "Dates and times of unavailability",
          "Status Page reference or monitoring logs and supporting evidence"
        ],
        "review_days": null,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Planned or emergency maintenance",
        "Factors beyond LaunchDarkly's reasonable control (force majeure)",
        "Customer's computing devices or local area networks",
        "Acts or omissions of Customer",
        "Use outside the scope of the agreement",
        "Third-party hardware or software issues"
      ],
      "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": "api",
          "name": "LaunchDarkly API",
          "category": "apis",
          "description": "Management API",
          "sla_url": "https://launchdarkly.com/policies/service-level-agreement/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "data-export",
          "name": "LaunchDarkly Data Export",
          "category": "analytics",
          "description": "Flag analytics export",
          "sla_url": "https://launchdarkly.com/policies/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "experimentation",
          "name": "LaunchDarkly Experimentation",
          "category": "analytics",
          "description": "A/B testing and experiments",
          "sla_url": "https://launchdarkly.com/policies/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "flags",
          "name": "LaunchDarkly Feature Flags",
          "category": "devops",
          "description": "Feature flag delivery",
          "sla_url": "https://launchdarkly.com/policies/service-level-agreement/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "LaunchDarkly is a DevOps & Development provider. See the official SLA at [https://launchdarkly.com/policies/service-level-agreement/](https://launchdarkly.com/policies/service-level-agreement/).\n\n<!-- Add human-readable notes about LaunchDarkly's SLA nuances here. -->"
    },
    {
      "slug": "lever",
      "name": "Lever",
      "vendor": "Lever",
      "website": "https://www.lever.co",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://www.lever.co/agreements/sla/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "multiplier",
        "remedy": "automatic",
        "max_credit_percent": null,
        "automatic": true,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": null,
        "url": null,
        "required_evidence": [],
        "review_days": null,
        "credit_application": "Automatically applied to the customer account; no claim required"
      },
      "exclusions": [
        "Scheduled Downtime for maintenance",
        "Slowness or other performance issues with individual features",
        "Issues caused by external apps or third parties",
        "Pilot, alpha, or beta products",
        "External network or equipment problems outside of Lever's reasonable control"
      ],
      "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": "analytics",
          "name": "Lever Analytics",
          "category": "analytics",
          "description": "Recruiting analytics",
          "sla_url": "https://www.lever.co/agreements/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api",
          "name": "Lever API",
          "category": "api",
          "description": "Integration API",
          "sla_url": "https://www.lever.co/agreements/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "nurture",
          "name": "Lever Nurture",
          "category": "crm",
          "description": "Candidate relationship management",
          "sla_url": "https://www.lever.co/agreements/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hire",
          "name": "LeverTRM for Hire",
          "category": "ats",
          "description": "Talent acquisition platform",
          "sla_url": "https://www.lever.co/agreements/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Lever is a HR & People Operations provider. See the official SLA at [https://www.lever.co/agreements/sla/](https://www.lever.co/agreements/sla/).\n\n<!-- Add human-readable notes about Lever's SLA nuances here. -->"
    },
    {
      "slug": "linear",
      "name": "Linear",
      "vendor": "Linear",
      "website": "https://linear.app",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://linear.app/terms",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://linear.app/contact",
        "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": "cycles",
          "name": "Linear Cycles",
          "category": "sprint-planning",
          "description": "Sprint and cycle management",
          "sla_url": "https://linear.app/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "issues",
          "name": "Linear Issues",
          "category": "issue-tracking",
          "description": "Issue tracking and management",
          "sla_url": "https://linear.app/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "projects",
          "name": "Linear Projects",
          "category": "project-management",
          "description": "Project planning",
          "sla_url": "https://linear.app/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "roadmaps",
          "name": "Linear Roadmaps",
          "category": "roadmapping",
          "description": "Product roadmapping",
          "sla_url": "https://linear.app/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Linear is a DevOps & Development provider operated by Linear Orbit, Inc. See the official Terms of Service at [https://linear.app/terms](https://linear.app/terms).\n\n<!-- Add human-readable notes about Linear's SLA nuances here. -->\n<!-- NEEDS REVIEW (2026-06-19): Linear does not publish a public uptime SLA, availability percentage, or service-credit policy on linear.app. The Terms of Service (effective 2026-06-09) disclaim uninterrupted service and offer no credits. The uptime_commitment (99.9) and support-tier response times in the frontmatter are unverified on the vendor's domain and were left unchanged pending confirmation (likely Enterprise-contract-only or nonexistent). The \"SLAs\" feature on Plus/Enterprise plans refers to issue-deadline tracking, not service availability. -->"
    },
    {
      "slug": "looker",
      "name": "Looker",
      "vendor": "Looker",
      "website": "https://www.looker.com",
      "category": "analytics-and-bi",
      "category_name": "Analytics & BI",
      "tags": [],
      "sla_url": "https://cloud.google.com/terms/looker-core/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 25,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.5,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "credit_eligibility",
        "business_days": false,
        "method": "Looker (Google Cloud core) support contact form",
        "url": "https://cloud.google.com/support",
        "required_evidence": [
          "Log files showing Downtime and the date and time they occurred"
        ],
        "review_days": null,
        "credit_application": "Monetary credit applied to future use of the Covered Service"
      },
      "exclusions": [
        "Features or services designated pre-general availability",
        "Features or services excluded from the SLA in the Documentation",
        "Resources or Services for development, staging or other non-production usage",
        "Use of the Covered Services that does not conform with the Documentation",
        "Errors caused by factors outside of Google's reasonable control",
        "Errors resulting from Customer or third-party software or hardware",
        "Errors resulting from abuses or behaviors that violate the Agreement",
        "Errors resulting from quotas applied by the system or listed in the Documentation"
      ],
      "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": "standard",
          "name": "Looker (Google Cloud core) Standard Edition",
          "category": "bi",
          "description": "Looker (Google Cloud core) Standard Edition",
          "sla_url": "https://cloud.google.com/terms/looker-core/sla",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "enterprise",
          "name": "Looker (Google Cloud core) Enterprise Edition",
          "category": "bi",
          "description": "Looker (Google Cloud core) Enterprise Edition",
          "sla_url": "https://cloud.google.com/terms/looker-core/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "embed",
          "name": "Looker (Google Cloud core) Embed Product",
          "category": "bi",
          "description": "Looker (Google Cloud core) Embed Product",
          "sla_url": "https://cloud.google.com/terms/looker-core/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Looker is a Business Intelligence provider. See the official SLA at [https://cloud.google.com/terms/looker-core/sla](https://cloud.google.com/terms/looker-core/sla).\n\nLooker (Google Cloud core) SLOs vary by edition: Standard Edition 99.5%, Enterprise Edition and Embed Product 99.9%. Credits are tiered (10% for the band above 99.0%, 25% for uptime below 99.0%) and capped at 25% of the monthly bill. Credits are not automatic, the customer must notify Looker support within 30 days of becoming eligible and provide log files showing the Downtime.\n\n<!-- Add human-readable notes about Looker's SLA nuances here. -->"
    },
    {
      "slug": "mailchimp",
      "name": "Mailchimp",
      "vendor": "Mailchimp",
      "website": "https://www.mailchimp.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://mailchimp.com/legal/terms/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://mailchimp.com/contact/",
        "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": "audiences",
          "name": "Mailchimp Audiences",
          "category": "crm",
          "description": "Contact management",
          "sla_url": "https://mailchimp.com/legal/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "automations",
          "name": "Mailchimp Automations",
          "category": "marketing-automation",
          "description": "Automated email journeys",
          "sla_url": "https://mailchimp.com/legal/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "campaigns",
          "name": "Mailchimp Email Campaigns",
          "category": "email-marketing",
          "description": "Email campaign management",
          "sla_url": "https://mailchimp.com/legal/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "transactional",
          "name": "Mailchimp Transactional",
          "category": "transactional-email",
          "description": "Transactional email (Mandrill)",
          "sla_url": "https://mailchimp.com/legal/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "websites",
          "name": "Mailchimp Websites",
          "category": "website-builder",
          "description": "Website builder",
          "sla_url": "https://mailchimp.com/legal/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Mailchimp is a Communication & Collaboration provider. See the official SLA at [https://mailchimp.com/legal/terms/](https://mailchimp.com/legal/terms/).\n\n<!-- Add human-readable notes about Mailchimp's SLA nuances here. -->"
    },
    {
      "slug": "mailgun",
      "name": "Mailgun",
      "vendor": "Mailgun",
      "website": "https://www.mailgun.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.mailgun.com/legal/sla/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "per_incident",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_downtime",
        "business_days": false,
        "method": "Support ticket in Control Panel",
        "url": null,
        "required_evidence": [
          "Customer must show that its use of the Services was adversely affected"
        ],
        "review_days": null,
        "credit_application": "Credit applied to account"
      },
      "exclusions": [
        "Maintenance",
        "Denial of service attacks",
        "Virus activity",
        "Hacking attempts",
        "Any other circumstances not within Mailgun's control",
        "Breaches of Terms of Service or Acceptable Use Policy"
      ],
      "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": "api",
          "name": "Mailgun API",
          "category": "email",
          "description": "API service listed on the status page",
          "sla_url": "https://www.mailgun.com/legal/sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "smtp",
          "name": "Mailgun SMTP",
          "category": "email",
          "description": "SMTP service listed on the status page",
          "sla_url": "https://www.mailgun.com/legal/sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "outbound",
          "name": "Mailgun Outbound Delivery",
          "category": "email",
          "description": "Outbound Delivery service listed on the status page",
          "sla_url": "https://www.mailgun.com/legal/sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Mailgun is a Communication & Collaboration provider. See the official SLA at [https://www.mailgun.com/legal/sla/](https://www.mailgun.com/legal/sla/).\n\n<!-- Add human-readable notes about Mailgun's SLA nuances here. -->"
    },
    {
      "slug": "marketo",
      "name": "Marketo",
      "vendor": "Marketo",
      "website": "https://www.marketo.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 25,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 5
          },
          {
            "below": 99.5,
            "credit": 10
          },
          {
            "below": 95,
            "credit": 15
          },
          {
            "below": 90,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "downtime_date",
        "business_days": false,
        "method": "Customer's CSM or Adobe Customer Care",
        "url": "https://status.adobe.com/",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 30,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Scheduled maintenance with at least three business days advance notice",
        "Acts or omissions of Customer, its agents, employees, or contractors",
        "Customer's failure to adhere to Adobe's documented recommendations",
        "Spikes in demand for system resources not agreed in writing",
        "Third-party services or integrations not provided or controlled by Adobe",
        "Force majeure events and government orders"
      ],
      "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": "dynamic-chat",
          "name": "Dynamic Chat",
          "category": "chat",
          "description": "Conversational marketing",
          "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "engage",
          "name": "Marketo Engage",
          "category": "marketing-automation",
          "description": "B2B marketing automation",
          "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "measure",
          "name": "Marketo Measure",
          "category": "attribution",
          "description": "Marketing attribution",
          "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sales-connect",
          "name": "Sales Connect",
          "category": "sales-engagement",
          "description": "Sales engagement platform",
          "sla_url": "https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Marketo is a Marketing & Analytics provider. Marketo Engage is a Covered Service under the Adobe Unified Service Level Agreement (Adobe On-demand Services and Managed Services). See the official SLA at [Adobe Unified SLA (effective 12 October 2025)](https://www.adobe.com/cc-shared/assets/pdf/legal/terms/enterprise/pdfs/sla-adobeon-demand-managedservices-2025oct12.pdf).\n\n<!-- Add human-readable notes about Marketo's SLA nuances here. -->\n<!-- Marketo Engage is listed as a Covered Service (section 1.3.15) in Adobe's Unified SLA. Minimum Uptime Percentage is 99.9%. Service credits are tiered (5/10/15/25%) capped at a cumulative 25% of Monthly Fees, claimed by written notice to the CSM or Adobe Customer Care within 30 days of Downtime. Other listed services (Dynamic Chat, Marketo Measure, Sales Connect) are not separately named as Covered Services in the Unified SLA. -->"
    },
    {
      "slug": "microsoft-365",
      "name": "Microsoft 365",
      "vendor": "Microsoft 365",
      "website": "https://www.microsoft.com/microsoft-365",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 25
          },
          {
            "below": 99,
            "credit": 50
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": "end_of_month_following_incident",
        "business_days": false,
        "method": "Microsoft customer support",
        "url": "https://admin.microsoft.com",
        "required_evidence": [
          "Detailed description of the Incident",
          "Time and duration of downtime",
          "Affected resource names",
          "Number and location(s) of affected users",
          "Description of errors that occurred during the incident"
        ],
        "review_days": 45,
        "credit_application": "Applied to Applicable Service Fees"
      },
      "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": "m365-entra-premium",
          "name": "Entra ID (Azure AD) Premium",
          "category": "identity",
          "description": "User login and token emission",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "m365-exchange",
          "name": "Exchange Online",
          "category": "productivity",
          "description": "Email send/receive and Outlook Web App",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "m365-copilot",
          "name": "Microsoft 365 Copilot",
          "category": "ai-platform",
          "description": "AI features subject to Service Capacity",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "m365-copilot-studio",
          "name": "Microsoft Copilot Studio",
          "category": "ai-platform",
          "description": "Message requests - capped credits",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "m365-teams-core",
          "name": "Microsoft Teams (Core)",
          "category": "collaboration",
          "description": "Presence, chat, and meeting initiation",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "m365-onedrive",
          "name": "OneDrive for Business",
          "category": "storage",
          "description": "File view or edit capability",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "m365-sharepoint",
          "name": "SharePoint Online",
          "category": "productivity",
          "description": "Document read/write to site collections",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "m365-teams-calling",
          "name": "Teams Calling Plans",
          "category": "communications",
          "description": "PSTN calls - higher reliability target",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "m365-teams-voice-quality",
          "name": "Teams Voice Quality",
          "category": "communications",
          "description": "Poor Quality Call percentage metrics",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "m365-windows365",
          "name": "Windows 365 (Cloud PC)",
          "category": "daas",
          "description": "Cloud PC connectivity",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Microsoft 365 is a Enterprise Software provider. See the official SLA at [https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services](https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services).\n\n<!-- Add human-readable notes about Microsoft 365's SLA nuances here. -->"
    },
    {
      "slug": "microsoft-dynamics-365",
      "name": "Microsoft Dynamics 365",
      "vendor": "Microsoft Dynamics 365",
      "website": "https://dynamics.microsoft.com",
      "category": "enterprise-and-operations",
      "category_name": "Enterprise & Operations",
      "tags": [],
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 25
          },
          {
            "below": 99,
            "credit": 50
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": "end_of_month_following_incident",
        "business_days": false,
        "method": "Microsoft customer support",
        "url": null,
        "required_evidence": [
          "Detailed description of the Incident",
          "Time and duration of downtime",
          "Affected resource names",
          "Number and location(s) of affected users",
          "Description of errors that occurred during the Incident"
        ],
        "review_days": 45,
        "credit_application": "Applied to Applicable Service Fees following claim approval"
      },
      "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": "dynamics-commerce",
          "name": "Dynamics 365 Commerce",
          "category": "e-commerce",
          "description": "Unified commerce",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dynamics-customer-service",
          "name": "Dynamics 365 Customer Service",
          "category": "customer-service",
          "description": "Customer service platform",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dynamics-finance",
          "name": "Dynamics 365 Finance",
          "category": "erp",
          "description": "Financial management",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dynamics-marketing",
          "name": "Dynamics 365 Marketing",
          "category": "marketing",
          "description": "Marketing automation",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dynamics-sales",
          "name": "Dynamics 365 Sales",
          "category": "crm",
          "description": "Sales automation",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dynamics-supply-chain",
          "name": "Dynamics 365 Supply Chain",
          "category": "erp",
          "description": "Supply chain management",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Microsoft Dynamics 365 is a Enterprise Software provider. See the official SLA at [https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services](https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services).\n\n<!-- Add human-readable notes about Microsoft Dynamics 365's SLA nuances here. -->"
    },
    {
      "slug": "microsoft",
      "name": "Microsoft",
      "vendor": "Microsoft",
      "website": "https://www.microsoft.com",
      "category": "enterprise-and-operations",
      "category_name": "Enterprise & Operations",
      "tags": [],
      "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 25
          },
          {
            "below": 99,
            "credit": 50
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 60,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Microsoft Support",
        "url": "https://support.microsoft.com",
        "required_evidence": [
          "Detailed description of the Incident",
          "Time and duration of downtime",
          "Affected resource names",
          "Number and location(s) of affected users",
          "Description of errors that occurred during the incident"
        ],
        "review_days": 45,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Scheduled maintenance",
        "Force majeure events",
        "Customer misconfigurations",
        "Online Services or service tiers provided free of charge",
        "Previews"
      ],
      "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": "powerbi-embedded",
          "name": "Power BI Embedded",
          "category": "analytics",
          "description": "Embedded analytics for applications",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "powerbi-report-server",
          "name": "Power BI Report Server",
          "category": "analytics",
          "description": "On-premises report server (no cloud SLA)",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "powerbi-service",
          "name": "Power BI Service",
          "category": "analytics",
          "description": "Cloud-based BI service",
          "sla_url": "https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Microsoft is a Other SaaS provider. See the official SLA at [https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services](https://www.microsoft.com/licensing/docs/view/Service-Level-Agreements-SLA-for-Online-Services).\n\n<!-- Add human-readable notes about Microsoft's SLA nuances here. -->"
    },
    {
      "slug": "miro",
      "name": "Miro",
      "vendor": "Miro",
      "website": "https://www.miro.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 30,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.5,
            "credit": 5
          },
          {
            "below": 99,
            "credit": 10
          },
          {
            "below": 98.5,
            "credit": 15
          },
          {
            "below": 98,
            "credit": 20
          },
          {
            "below": 97.5,
            "credit": 30
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "month_end",
        "business_days": false,
        "method": "Request to Miro under the Master Cloud Agreement",
        "url": null,
        "required_evidence": [],
        "review_days": null,
        "credit_application": "Applied to next invoice (account must be fully paid up)"
      },
      "exclusions": [
        "General internet problems or outages caused by power supply carriers",
        "Malfunction of equipment, systems software, network connections or other infrastructure not owned or operated by Miro",
        "Force majeure events or other factors outside the reasonable control of Miro",
        "Scheduled service or maintenance or reasonable emergency maintenance"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "ai",
          "name": "Miro AI",
          "category": "ai",
          "description": "AI-powered features",
          "sla_url": "https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "boards",
          "name": "Miro Boards",
          "category": "collaboration",
          "description": "Infinite canvas boards",
          "sla_url": "https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "integrations",
          "name": "Miro Integrations",
          "category": "integrations",
          "description": "Third-party integrations",
          "sla_url": "https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "templates",
          "name": "Miro Templates",
          "category": "templates",
          "description": "Pre-built templates",
          "sla_url": "https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Miro is a Communication & Collaboration provider. See the official SLA at [https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf](https://miro.com/legal/documents/Miro-Service-Level-Agreement.pdf).\n\n<!-- Add human-readable notes about Miro's SLA nuances here. -->"
    },
    {
      "slug": "mixpanel",
      "name": "Mixpanel",
      "vendor": "Mixpanel",
      "website": "https://www.mixpanel.com",
      "category": "analytics-and-bi",
      "category_name": "Analytics & BI",
      "tags": [],
      "sla_url": "https://mixpanel.com/legal/terms-of-use/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://mixpanel.com/get-support/",
        "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": "data-pipelines",
          "name": "Data Pipelines",
          "category": "data-integration",
          "description": "Data export and warehousing",
          "sla_url": "https://mixpanel.com/legal/terms-of-use/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "analytics",
          "name": "Mixpanel Analytics",
          "category": "analytics",
          "description": "Product analytics and insights",
          "sla_url": "https://mixpanel.com/legal/terms-of-use/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "reports",
          "name": "Mixpanel Reports",
          "category": "analytics",
          "description": "Custom reports and dashboards",
          "sla_url": "https://mixpanel.com/legal/terms-of-use/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Mixpanel is a Monitoring & Observability provider. As of 2026-06-19 Mixpanel publishes no public Service Level Agreement; the prior SLA URL (https://mixpanel.com/legal/sla/) returns a 404 and the legal index lists no SLA document. See the official legal terms at [https://mixpanel.com/legal/terms-of-use/](https://mixpanel.com/legal/terms-of-use/), which disclaim any availability commitment.\n\n<!-- Add human-readable notes about Mixpanel's SLA nuances here. -->"
    },
    {
      "slug": "monday-com",
      "name": "Monday.com",
      "vendor": "Monday.com",
      "website": "https://monday.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 30,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 5
          },
          {
            "below": 98,
            "credit": 10
          },
          {
            "below": 95,
            "credit": 15
          },
          {
            "below": 90,
            "credit": 20
          },
          {
            "below": 85,
            "credit": 30
          }
        ]
      },
      "claim_process": {
        "deadline_days": 90,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Email",
        "url": "mailto:support@monday.com",
        "required_evidence": [
          "Detailed Credit request"
        ],
        "review_days": null,
        "credit_application": "Applied against future payment obligations (non-refundable)"
      },
      "exclusions": [
        "Planned maintenance (with 3+ days notice)",
        "Acts beyond monday.com's reasonable control",
        "Customer or third-party issues",
        "Denial of service (DDoS) attacks",
        "Read-Only Mode under 45 minutes"
      ],
      "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": "monday-enterprise",
          "name": "Monday.com Work OS (Enterprise)",
          "category": "project-management",
          "description": "Enterprise plans only - 90-day claim window",
          "sla_url": "https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "monday-standard-pro",
          "name": "Monday.com Work OS (Standard/Pro)",
          "category": "project-management",
          "description": "No financial SLA for Standard/Pro tiers",
          "sla_url": "https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "monday-workdocs",
          "name": "Monday.com WorkDocs (Enterprise)",
          "category": "collaboration",
          "description": "Document collaboration - Enterprise only",
          "sla_url": "https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Monday.com is a Productivity & Collaboration provider. See the official SLA at [https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/](https://monday.com/l/legal/monday-com-service-level-agreement-for-enterprise-plan/). The financial SLA (99.9% uptime, tiered service credits) applies to Enterprise Plan customers only; lower tiers (Standard/Pro) have no financial SLA.\n\n<!-- Add human-readable notes about Monday.com's SLA nuances here. -->"
    },
    {
      "slug": "mongodb-atlas",
      "name": "MongoDB Atlas",
      "vendor": "MongoDB Atlas",
      "website": "https://www.mongodb.com",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.995,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_following_month",
        "business_days": false,
        "method": "Support Portal",
        "url": "https://support.mongodb.com",
        "required_evidence": [
          "Detailed description of events resulting in Downtime, including request logs",
          "Time and duration of the Downtime",
          "Number and location(s) of affected users (if applicable)",
          "Description of attempts made to resolve the Downtime at the time"
        ],
        "review_days": 45,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Factors outside MongoDB's reasonable control (natural disaster, war, government action, network/device failure at your site)",
        "Third-party services/hardware/software (e.g. the underlying cloud platform)",
        "Use of your password or equipment to access the network",
        "Customer improper use/scaling/configuration or failure to follow security practices",
        "MongoDB Beta Offerings",
        "Partial minutes of unavailability and scheduled maintenance/upgrade downtime"
      ],
      "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": "mongodb-realm",
          "name": "Atlas App Services",
          "category": "backend",
          "description": "Backend-as-a-Service",
          "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "charts",
          "name": "Atlas Charts",
          "category": "analytics",
          "description": "Data visualization",
          "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "datalake",
          "name": "Atlas Data Lake",
          "category": "analytics",
          "description": "Federated queries",
          "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "search",
          "name": "Atlas Search",
          "category": "search",
          "description": "Full-text search",
          "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "triggers",
          "name": "Atlas Triggers",
          "category": "serverless",
          "description": "Database triggers",
          "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "clusters",
          "name": "MongoDB Atlas Clusters",
          "category": "database",
          "description": "Managed MongoDB clusters",
          "sla_url": "https://www.mongodb.com/legal/sla/cloud/atlas-database",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "MongoDB Atlas is a Database & Data Infrastructure provider. See the official SLA at [https://www.mongodb.com/legal/service-level-agreement](https://www.mongodb.com/legal/sla/cloud/atlas-database).\n\n<!-- Add human-readable notes about MongoDB Atlas's SLA nuances here. -->"
    },
    {
      "slug": "mulesoft",
      "name": "MuleSoft",
      "vendor": "MuleSoft",
      "website": "https://www.mulesoft.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 15,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.95,
            "credit": 5
          },
          {
            "below": 99.5,
            "credit": 10
          },
          {
            "below": 98,
            "credit": 15
          }
        ]
      },
      "claim_process": {
        "deadline_days": 10,
        "deadline_basis": "end_of_month",
        "business_days": false,
        "method": "Notify Salesforce (SFDC) support",
        "url": "https://status.salesforce.com/products/Mulesoft",
        "required_evidence": [
          "Notification of unavailability for the affected calendar month"
        ],
        "review_days": null,
        "credit_application": "Service credit for future subscriptions"
      },
      "exclusions": [
        "Force majeure events",
        "Causes contributed directly by Customer, its Affiliates or vendors",
        "Software or hardware not provided by SFDC",
        "Regularly scheduled maintenance",
        "CloudHub application not deployed to two or more CloudHub Workers",
        "CloudHub application not deployed in a production environment"
      ],
      "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": "exchange",
          "name": "Anypoint Exchange",
          "category": "api-marketplace",
          "description": "API and asset marketplace",
          "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "anypoint",
          "name": "Anypoint Platform",
          "category": "ipaas",
          "description": "Integration platform",
          "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api-manager",
          "name": "API Manager",
          "category": "api-management",
          "description": "API management",
          "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cloudhub",
          "name": "CloudHub",
          "category": "runtime",
          "description": "Cloud integration runtime",
          "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "composer",
          "name": "MuleSoft Composer",
          "category": "no-code-integration",
          "description": "No-code integration",
          "sla_url": "https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "MuleSoft is a Integration & Automation provider. See the official MuleSoft Cloud Offerings SLA at [https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf](https://www.salesforce.com/en-us/wp-content/uploads/sites/4/documents/legal/Agreements/mulesoft-cloud-offerings-SLA-forSalesforce-uMSA.pdf).\n\n<!-- Add human-readable notes about MuleSoft's SLA nuances here. -->"
    },
    {
      "slug": "mux",
      "name": "Mux",
      "vendor": "Mux",
      "website": "https://www.mux.com",
      "category": "content-and-media",
      "category_name": "Content & Media",
      "tags": [],
      "sla_url": "https://www.mux.com/terms",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.mux.com/contact",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "data",
          "name": "Mux Data",
          "category": "analytics",
          "description": "Video analytics",
          "sla_url": "https://www.mux.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "live",
          "name": "Mux Live",
          "category": "streaming",
          "description": "Live streaming",
          "sla_url": "https://www.mux.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "player",
          "name": "Mux Player",
          "category": "video",
          "description": "Video player SDK",
          "sla_url": "https://www.mux.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "video",
          "name": "Mux Video",
          "category": "video",
          "description": "Video encoding and delivery",
          "sla_url": "https://www.mux.com/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Mux is a Content & Media provider. See the official SLA at [https://www.mux.com/terms](https://www.mux.com/terms).\n\n<!-- Add human-readable notes about Mux's SLA nuances here. -->"
    },
    {
      "slug": "neon",
      "name": "Neon",
      "vendor": "Neon",
      "website": "https://www.neon.com",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://neon.com/neon-business-sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 80,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.95,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 15
          },
          {
            "below": 98,
            "credit": 20
          },
          {
            "below": 96,
            "credit": 80
          }
        ]
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": "end_of_following_month",
        "business_days": false,
        "method": "Support ticket",
        "url": "https://neon.com/neon-business-sla",
        "required_evidence": [
          "Affected Compute Endpoints",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 45,
        "credit_application": "Applied as a service credit to monthly fees"
      },
      "exclusions": [
        "Factors outside Neon's reasonable control (natural disaster, war, acts of terrorism, riots, government action)",
        "Third-party services, hardware, or software (such as the cloud platform services on which Neon runs)",
        "Voluntary customer actions or inactions not in accordance with the Documentation (deleting databases, insufficient compute resources, exceeding storage limits)",
        "Underlying database engine software causing repeated crashes or an inoperable database instance",
        "Long recovery time due to insufficient IO capacity for the customer's workload",
        "Customer equipment, software, or other technology and/or third-party equipment",
        "Suspension or termination of the right to use Neon under the Agreement",
        "Maintenance as provided for pursuant to the Agreement",
        "Services being in Technical Preview"
      ],
      "support_tiers": [
        {
          "name": "Scale (Business support)",
          "slug": "business",
          "price": "Add-on",
          "sla_eligible": true,
          "response_time": "4 hours"
        },
        {
          "name": "Scale (Production support)",
          "slug": "production",
          "price": "Add-on",
          "sla_eligible": true,
          "response_time": "1 hour"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "1 hour"
        }
      ],
      "services": [
        {
          "id": "compute",
          "name": "Neon Compute Endpoints",
          "category": "database",
          "description": "Availability of Compute Endpoints (Serverless Postgres compute) - the only component covered by the SLA",
          "sla_url": "https://neon.com/neon-business-sla",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "database",
          "name": "Neon Serverless Postgres",
          "category": "database",
          "description": "Serverless PostgreSQL",
          "sla_url": "https://neon.com/neon-business-sla",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api",
          "name": "Neon API",
          "category": "apis",
          "description": "Management API - not covered by the SLA (SLA applies only to Compute Endpoints)",
          "sla_url": "https://neon.com/neon-business-sla",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "autoscaling",
          "name": "Neon Autoscaling",
          "category": "database",
          "description": "Auto-scaling compute - not separately covered by the SLA",
          "sla_url": "https://neon.com/neon-business-sla",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "branching",
          "name": "Neon Branching",
          "category": "database",
          "description": "Instant database branching - not covered by the SLA",
          "sla_url": "https://neon.com/neon-business-sla",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        }
      ],
      "notes": "Neon is a Database & Data Infrastructure provider. See the official SLA at [https://neon.com/neon-business-sla](https://neon.com/neon-business-sla).\n\nThe SLA applies exclusively to customers on the Neon Business or Scale plan and covers only the availability of Compute Endpoints. To claim a service credit, log a support ticket within 24 hours of becoming aware of an impacting event and submit the full claim by the end of the month following the month in which the downtime occurred; Neon processes claims within 45 days of receipt.\n\n<!-- Add human-readable notes about Neon's SLA nuances here. -->"
    },
    {
      "slug": "netlify",
      "name": "Netlify",
      "vendor": "Netlify",
      "website": "https://www.netlify.com",
      "category": "cloud-infrastructure",
      "category_name": "Cloud Infrastructure",
      "tags": [],
      "sla_url": "https://www.netlify.com/pricing/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support Ticket",
        "url": "https://www.netlify.com/support/",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "builds",
          "name": "Netlify Build",
          "category": "ci-cd",
          "description": "Build automation",
          "sla_url": "https://www.netlify.com/pricing/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "edge-functions",
          "name": "Netlify Edge Functions",
          "category": "serverless",
          "description": "Edge compute functions",
          "sla_url": "https://www.netlify.com/pricing/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "forms",
          "name": "Netlify Forms",
          "category": "backend",
          "description": "Form handling",
          "sla_url": "https://www.netlify.com/pricing/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "functions",
          "name": "Netlify Functions",
          "category": "serverless",
          "description": "Serverless functions (AWS Lambda)",
          "sla_url": "https://www.netlify.com/pricing/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hosting",
          "name": "Netlify Hosting",
          "category": "hosting",
          "description": "Static site hosting with CDN",
          "sla_url": "https://www.netlify.com/pricing/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "identity",
          "name": "Netlify Identity",
          "category": "identity",
          "description": "User authentication",
          "sla_url": "https://www.netlify.com/pricing/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Netlify is a Cloud Infrastructure provider. Netlify's 99.99% uptime SLA is an Enterprise-tier commitment; see the [Netlify pricing page](https://www.netlify.com/pricing/) and [Netlify for enterprises](https://www.netlify.com/enterprise/). There is no public standalone SLA document, detailed service-credit terms are contained in the non-public Enterprise Master Subscription Agreement.\n\n<!-- Add human-readable notes about Netlify's SLA nuances here. -->"
    },
    {
      "slug": "netsuite",
      "name": "NetSuite",
      "vendor": "NetSuite",
      "website": "https://www.netsuite.com",
      "category": "enterprise-and-operations",
      "category_name": "Enterprise & Operations",
      "tags": [],
      "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 25,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.7,
            "credit": 10
          },
          {
            "below": 99.5,
            "credit": 15
          },
          {
            "below": 99,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_month",
        "business_days": false,
        "method": "SuiteAnswers (article ID 97409 \"How to submit an SLC Claim\")",
        "url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
        "required_evidence": [
          "Details of the claim as reasonably requested by Oracle"
        ],
        "review_days": null,
        "credit_application": "Service credit based on the monthly fee for the use of the Service"
      },
      "exclusions": [
        "Scheduled maintenance",
        "Unavailability from suspension or termination of the Service",
        "Issues caused by Customer's or third-party equipment, software, services, or technology outside Oracle's direct control",
        "Non-production and test accounts (Sandbox, Release Preview, Beta, Education, Demo, Developer, debugger)"
      ],
      "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": "crm",
          "name": "NetSuite CRM",
          "category": "crm",
          "description": "Customer relationship management",
          "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
          "uptime": 99.7,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "erp",
          "name": "NetSuite ERP",
          "category": "erp",
          "description": "Enterprise resource planning",
          "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
          "uptime": 99.7,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "financials",
          "name": "NetSuite Financials",
          "category": "accounting",
          "description": "Financial management",
          "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
          "uptime": 99.7,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "commerce",
          "name": "NetSuite SuiteCommerce",
          "category": "e-commerce",
          "description": "E-commerce platform",
          "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
          "uptime": 99.7,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "wms",
          "name": "NetSuite WMS",
          "category": "warehouse-management",
          "description": "Warehouse management",
          "sla_url": "https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf",
          "uptime": 99.7,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "NetSuite is a Finance & Payments provider. See the official Service Level Commitment at [https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf](https://www.oracle.com/a/ocom/docs/corporate/netsuite-service-level-commitment-v04012021.pdf).\n\n<!-- Add human-readable notes about NetSuite's SLA nuances here. -->"
    },
    {
      "slug": "new-relic",
      "name": "New Relic",
      "vendor": "New Relic",
      "website": "https://newrelic.com",
      "category": "monitoring-and-observability",
      "category_name": "Monitoring & Observability",
      "tags": [],
      "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": 0,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "File a support ticket on the New Relic support site to request the Service Availability attainment for the previous month",
        "url": "https://support.newrelic.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": null,
        "credit_application": "N/A - remedy is termination without penalty, not service credits"
      },
      "exclusions": [
        "Planned maintenance periods",
        "Emergency maintenance necessary to prevent imminent harm to the Service",
        "Force majeure events",
        "Third-Party Services, Customer application, equipment, software or other technology",
        "Use of the Service in violation of the Agreement or not in accordance with the Documentation",
        "Suspension, limitation, and/or termination of access in accordance with the Agreement"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "newrelic-alerts",
          "name": "New Relic Alerts",
          "category": "alerting",
          "description": "Alerting and incident management",
          "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "newrelic-apm",
          "name": "New Relic APM",
          "category": "apm",
          "description": "Application performance monitoring",
          "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "newrelic-browser",
          "name": "New Relic Browser",
          "category": "rum",
          "description": "Real user monitoring",
          "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "newrelic-infrastructure",
          "name": "New Relic Infrastructure",
          "category": "monitoring",
          "description": "Infrastructure monitoring",
          "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "newrelic-logs",
          "name": "New Relic Logs",
          "category": "logging",
          "description": "Log management",
          "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "newrelic-mobile",
          "name": "New Relic Mobile",
          "category": "mobile",
          "description": "Mobile app monitoring",
          "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "newrelic-synthetics",
          "name": "New Relic Synthetics",
          "category": "monitoring",
          "description": "Synthetic monitoring",
          "sla_url": "https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "New Relic is a Monitoring & Observability provider. See the official SLA at [https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/](https://docs.newrelic.com/docs/licenses/license-information/referenced-policies/service-level-availability-commitment/).\n\nNew Relic's Service Level Availability Commitment is a 99.8% monthly availability target. The remedy is termination without penalty (no service credits) if availability drops below 98.5% for two consecutive months or below 96.5% in any single month. Only Pro or Enterprise editions with Full Users / Full Platform Users on usage-based pricing (or product-based plans that reference the commitment) are covered.\n\n<!-- Add human-readable notes about New Relic's SLA nuances here. -->"
    },
    {
      "slug": "nice",
      "name": "NICE",
      "vendor": "NICE",
      "website": "https://www.nice.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.nice.com/company/sla-guarantee",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.99,
            "credit": 3.33
          },
          {
            "below": 99.95,
            "credit": 6.67
          },
          {
            "below": 99,
            "credit": 14.29
          },
          {
            "below": 97,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "billing_month",
        "business_days": false,
        "method": "Request via CXone Customer Community support portal",
        "url": "https://www.nice.com/company/sla-guarantee",
        "required_evidence": [
          "Account information",
          "Affected services",
          "Period of unavailability"
        ],
        "review_days": null,
        "credit_application": "Service credit (MRC credit)"
      },
      "exclusions": [
        "Planned maintenance of which the customer is given advanced notice",
        "Outages or disruptions caused by the customer or any third party acting on the customer's behalf",
        "Outages caused by software, infrastructure, databases, human errors or hardware not provided and controlled by NiCE",
        "Configuration changes not made by NiCE",
        "Telecommunications services or internet access not controlled by NiCE",
        "SLA Credits waived if Customer's financial account with NiCE is not in good standing"
      ],
      "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": "cxone-acd",
          "name": "CXone ACD",
          "category": "voice",
          "description": "Automatic call distribution",
          "sla_url": "https://www.nice.com/company/sla-guarantee",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cxone-analytics",
          "name": "CXone Analytics",
          "category": "analytics",
          "description": "Interaction analytics",
          "sla_url": "https://www.nice.com/company/sla-guarantee",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cxone-autopilot",
          "name": "CXone Autopilot",
          "category": "ai",
          "description": "AI-powered virtual agents",
          "sla_url": "https://www.nice.com/company/sla-guarantee",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cxone-digital",
          "name": "CXone Digital",
          "category": "digital",
          "description": "Digital channel routing",
          "sla_url": "https://www.nice.com/company/sla-guarantee",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cxone-qm",
          "name": "CXone Quality Management",
          "category": "qm",
          "description": "Quality monitoring and coaching",
          "sla_url": "https://www.nice.com/company/sla-guarantee",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cxone-wfm",
          "name": "CXone Workforce Management",
          "category": "wfm",
          "description": "Forecasting and scheduling",
          "sla_url": "https://www.nice.com/company/sla-guarantee",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "NICE is a Other SaaS provider. See the official SLA at [https://www.nice.com/company/sla-guarantee](https://www.nice.com/company/sla-guarantee).\n\nNICE CXone publishes a financially-backed 99.99% monthly availability SLA. Service credits are tiered against the average Actual Availability for the one-month billing cycle: Below 99.99% = 1/30th of MRC; Below 99.95% = 1/15th of MRC; Below 99.0% = 1/7th of MRC; Below 97% = a free month (100% of MRC). The maximum credit in any monthly billing period will not exceed 100% of the MRC billed that month. Credits are not automatic - the customer must request the credit within 30 days following the month in which availability fell below the applicable Service Levels. NICE also publishes a separate MOS (voice quality) SLA with a minimum MOS score of 3.9. Note: tier credit_percent values (3.33 / 6.67 / 14.29) are decimal conversions of the published fractions 1/30, 1/15, and 1/7.\n\n<!-- Add human-readable notes about NICE's SLA nuances here. -->"
    },
    {
      "slug": "notion",
      "name": "Notion",
      "vendor": "Notion",
      "website": "https://www.notion.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://www.notion.so/notion/Service-Level-Terms-6f805fa1d4ca4463b805e2832ae8ff0d",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "per_incident",
        "remedy": "credit",
        "max_credit_percent": 5,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 5
          }
        ]
      },
      "claim_process": {
        "deadline_days": 3,
        "deadline_basis": "time_of_downtime",
        "business_days": false,
        "method": "Written notice to Notion",
        "url": "https://www.notion.so/notion/Service-Level-Terms-6f805fa1d4ca4463b805e2832ae8ff0d",
        "required_evidence": [],
        "review_days": null,
        "credit_application": "Applied to the month in which the incident occurred"
      },
      "exclusions": [
        "Holidays",
        "Weekends",
        "Scheduled maintenance",
        "Force Majeure events"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "workspace",
          "name": "Notion (the Services)",
          "category": "productivity",
          "description": "Notion's SLA commits a single 99.9% monthly Availability for \"the Services\" as a whole; no per-service uptime tiers are published.",
          "sla_url": "https://www.notion.so/notion/Service-Level-Terms-6f805fa1d4ca4463b805e2832ae8ff0d",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Notion is a Productivity & Collaboration provider. See the official Service Level Terms at [https://www.notion.so/notion/Service-Level-Terms-6f805fa1d4ca4463b805e2832ae8ff0d](https://www.notion.so/notion/Service-Level-Terms-6f805fa1d4ca4463b805e2832ae8ff0d).\n\n<!--\nVerified 2026-06-19 against Notion's official Service Level Terms (notion.so):\n- 99.9% monthly Availability, excluding holidays, weekends, scheduled maintenance, and Force Majeure.\n- Remedy is a flat 5% Subscription Fee credit per 30+ consecutive minutes of Downtime,\n  only if Downtime lasts longer than one hour; max one credit/day; cumulative credits\n  capped at one week of Subscription Fees per month. NOT a tiered model.\n- Credit must be requested in writing within 72 hours of the Downtime or it is forfeited.\n- Credits are not automatic and may not be redeemed for cash.\n- The prior www.notion.so/Enterprise-SLA URL returns HTTP 401 and was not usable; the\n  Service Level Terms page above is the live, public, official source.\n- The SLA is an Enterprise/custom commitment; the previous tiered credit_tiers (10/20/30),\n  per-service uptime numbers, 30-day review timeline, and AI feature exclusion quote were\n  not found on Notion's own domain and have been removed/corrected.\n-->"
    },
    {
      "slug": "oci",
      "name": "OCI",
      "vendor": "OCI",
      "website": "https://www.oci.com",
      "category": "cloud-infrastructure",
      "category_name": "Cloud Infrastructure",
      "tags": [],
      "sla_url": "https://www.oracle.com/cloud/sla/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.99,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 60,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Contact your Oracle account manager",
        "url": "https://www.oracle.com/cloud/sla/",
        "required_evidence": [
          "Name of the affected Oracle PaaS/IaaS Cloud Service",
          "Detailed description of the circumstances of the claim",
          "Time and duration of the downtime",
          "Region affected",
          "Relevant OCIDs (tenancy, compartment, affected resource)"
        ],
        "review_days": 60,
        "credit_application": "Service credit as percentage of net fees for the affected service"
      },
      "exclusions": [
        "Your equipment, software, or third-party technology (incl. third-party platforms you deploy on)",
        "Inter-related service failures (credits only for the root-cause Primary Service)",
        "Your or your Users' actions or inactions and misconfigurations (e.g. mis-configured security groups, VCNs, network firewall policy, exceeding service limits)",
        "Anything excluded from Unplanned Downtime per the Oracle Cloud Hosting and Delivery Policies (sec. 3.3)",
        "Maintenance periods not selected or agreed to by you are excluded from Common Exclusions"
      ],
      "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": "autonomous-dataguard",
          "name": "Autonomous Database (Data Guard)",
          "category": "database",
          "description": "With Autonomous Data Guard enabled",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "autonomous-standard",
          "name": "Autonomous Database (Standard)",
          "category": "database",
          "description": "Without Autonomous Data Guard",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "base-database",
          "name": "Base Database Service (Enterprise)",
          "category": "database",
          "description": "Standard or Enterprise Edition",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "exadata",
          "name": "Exadata Database Service",
          "category": "database",
          "description": "Exadata Infrastructure availability",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "mysql-heatwave",
          "name": "MySQL HeatWave (High Availability)",
          "category": "database",
          "description": "MySQL with HA option enabled",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "block-volume",
          "name": "OCI Block Volume",
          "category": "storage",
          "description": "Block storage read/write IO",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "compute-multiad",
          "name": "OCI Compute (Multi-AD/Fault Domain)",
          "category": "compute",
          "description": "Instances across multiple Availability Domains",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "compute-single",
          "name": "OCI Compute (Single Instance)",
          "category": "compute",
          "description": "Single Fault Domain deployment",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dns",
          "name": "OCI DNS",
          "category": "networking",
          "description": "Authoritative DNS queries",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "fastconnect",
          "name": "OCI FastConnect",
          "category": "networking",
          "description": "Virtual connection connectivity",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "file-storage",
          "name": "OCI File Storage",
          "category": "storage",
          "description": "NFS request processing",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "functions",
          "name": "OCI Functions",
          "category": "compute",
          "description": "Function invocation availability",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "iam",
          "name": "OCI IAM",
          "category": "identity",
          "description": "Identity and Access Management",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "vault",
          "name": "OCI Key Management (Vault)",
          "category": "identity",
          "description": "Key management operations",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "load-balancer",
          "name": "OCI Load Balancer",
          "category": "networking",
          "description": "Traffic processing availability",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "object-storage",
          "name": "OCI Object Storage",
          "category": "storage",
          "description": "Standard and Archive storage",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "vpn",
          "name": "OCI Site-to-Site VPN",
          "category": "networking",
          "description": "IPSec VPN connection availability",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "oke",
          "name": "Oracle Kubernetes Engine (OKE)",
          "category": "compute",
          "description": "Kubernetes API Server uptime",
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "oracle-exadata-exascale-vm-image",
          "name": "Oracle Exadata Exascale VM Image",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "oci-sql-watch",
          "name": "Oracle Cloud Infrastructure - SQL Watch",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "mysql-heatwave-aws-storage",
          "name": "MySQL HeatWave - AWS - Storage",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "mysql-database-aws-ingress",
          "name": "MySQL Database - AWS - Ingress",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "mysql-database-aws-egress-private",
          "name": "MySQL Database - AWS - Egress Private",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "oracle-exadata-exascale-rdma",
          "name": "Oracle Exadata Exascale RDMA",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "oracle-exadata-exascale-database",
          "name": "Oracle Exadata Exascale Database",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "oracle-exadata-exascale-database-additional",
          "name": "Oracle Exadata Exascale Database - Additional",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "oracle-exadata-exascale-additional-storage",
          "name": "Oracle Exadata Exascale Additional Storage",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "mysql-database-aws-private-endpoint",
          "name": "MySQL Database - AWS - Private Endpoint",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "oci-generative-ai",
          "name": "Oracle Cloud Infrastructure - Generative AI",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
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          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "oracle-globally-distributed-adb-premium",
          "name": "Oracle Globally Distributed Autonomous Database - Premium",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.995,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "oracle-ajd-serverless",
          "name": "Oracle Autonomous JSON Database - Serverless",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        },
        {
          "id": "oracle-apex",
          "name": "Oracle APEX Application Development",
          "category": null,
          "description": null,
          "sla_url": "https://www.oracle.com/cloud/sla/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": false,
          "credit_policy": null
        }
      ],
      "notes": "OCI is a Cloud Infrastructure provider. See the official SLA at [https://www.oracle.com/cloud/sla/](https://www.oracle.com/cloud/sla/). The authoritative terms are in the [Oracle PaaS and IaaS Public Cloud Services Pillar Document (PDF)](https://www.oracle.com/contracts/docs/paas_iaas_pub_cld_srvs_pillar_4021422.pdf).\n\n<!-- Add human-readable notes about OCI's SLA nuances here. -->"
    },
    {
      "slug": "okta",
      "name": "Okta",
      "vendor": "Okta",
      "website": "https://www.okta.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://www.okta.com/agreements/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 5,
        "deadline_basis": "incident_date",
        "business_days": true,
        "method": "Support Ticket",
        "url": "https://support.okta.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": "api",
          "name": "API Access Management",
          "category": "security",
          "description": "API authorization",
          "sla_url": "https://www.okta.com/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "lifecycle",
          "name": "Lifecycle Management",
          "category": "identity",
          "description": "User provisioning",
          "sla_url": "https://www.okta.com/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "mfa",
          "name": "Okta MFA",
          "category": "security",
          "description": "Multi-factor authentication",
          "sla_url": "https://www.okta.com/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sso",
          "name": "Okta Single Sign-On",
          "category": "identity",
          "description": "SSO for applications",
          "sla_url": "https://www.okta.com/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "directory",
          "name": "Universal Directory",
          "category": "identity",
          "description": "Identity management",
          "sla_url": "https://www.okta.com/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Okta is a Security & Identity provider. See the official SLA at [https://www.okta.com/agreements/](https://www.okta.com/agreements/).\n\n<!-- Add human-readable notes about Okta's SLA nuances here. -->"
    },
    {
      "slug": "onelogin",
      "name": "OneLogin",
      "vendor": "OneLogin",
      "website": "https://www.onelogin.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "per_incident",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Email request with documented proof",
        "url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf",
        "required_evidence": [
          "Traceroute reports documenting the downtime"
        ],
        "review_days": null,
        "credit_application": "Credit against fees for affected services"
      },
      "exclusions": [
        "Force Majeure events",
        "Planned downtime with at least 48 hours prior notice"
      ],
      "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": "directory",
          "name": "OneLogin Directory",
          "category": "directory",
          "description": "Cloud directory",
          "sla_url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "mfa",
          "name": "OneLogin MFA",
          "category": "mfa",
          "description": "Multi-factor authentication",
          "sla_url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sso",
          "name": "OneLogin SSO",
          "category": "sso",
          "description": "Single sign-on",
          "sla_url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "smartfactor",
          "name": "SmartFactor Authentication",
          "category": "risk-based-auth",
          "description": "Risk-based authentication",
          "sla_url": "https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "OneLogin is a Security & Identity provider. The SLA is part of the OneLogin Service Subscription Agreement (Section 5.1): see the official agreement at [https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf](https://resources.onelogin.com/professional-services/onelogin-ssa-us.pdf).\n\n<!--\nSLA nuances (verified 2026-06-19 against the OneLogin Service Subscription Agreement (US), v08FEB22):\n- 99.9% availability guarantee for the OneLogin Services, measured against OneLogin's published statistics.\n- Remedy is NOT a tiered percentage of monthly fee. Instead: \"for every 15 minutes of downtime, Subscriber will receive a credit equal to 5% of Subscriber's annual fee for the affected OneLogin Services, divided by 12.\" Total monthly credit capped at 100% of the affected fees attributable to that month, hence max_credit_percent: 100.\n- Credits are not automatic: must be requested in writing via email with documented proof (traceroute reports) within 30 days of the downtime.\n- Exclusions: Force Majeure and planned downtime with at least 48 hours prior notice.\n- No published per-plan SLA eligibility distinction; SLA applies to the OneLogin Services generally.\n- OneLogin is now part of One Identity; www.onelogin.com/legal/sla and /terms no longer host the SLA (the former 404s, the latter redirects to oneidentity.com). The SSA PDF on resources.onelogin.com is the canonical on-domain source.\n-->"
    },
    {
      "slug": "openai",
      "name": "OpenAI",
      "vendor": "OpenAI",
      "website": "https://www.openai.com",
      "category": "ai-and-machine-learning",
      "category_name": "AI & Machine Learning",
      "tags": [],
      "sla_url": "https://openai.com/api-scale-tier/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "invoice_date",
        "business_days": false,
        "method": "Enterprise Email",
        "url": "mailto:ar-enterprise@openai.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": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "chatgpt",
          "name": "ChatGPT",
          "category": "ai",
          "description": "ChatGPT conversational AI",
          "sla_url": "https://openai.com/api-scale-tier/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dalle",
          "name": "DALL-E",
          "category": "ai",
          "description": "Image generation API",
          "sla_url": "https://openai.com/api-scale-tier/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "embeddings",
          "name": "Embeddings",
          "category": "ai",
          "description": "Text embeddings API",
          "sla_url": "https://openai.com/api-scale-tier/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api",
          "name": "OpenAI API",
          "category": "ai",
          "description": "GPT and AI model API access",
          "sla_url": "https://openai.com/api-scale-tier/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "whisper",
          "name": "Whisper",
          "category": "ai",
          "description": "Speech recognition API",
          "sla_url": "https://openai.com/api-scale-tier/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "OpenAI is a AI & Machine Learning provider. See the official SLA at [https://openai.com/api-scale-tier/](https://openai.com/api-scale-tier/).\n\n<!-- Add human-readable notes about OpenAI's SLA nuances here. -->"
    },
    {
      "slug": "pagerduty",
      "name": "PagerDuty",
      "vendor": "PagerDuty",
      "website": "https://www.pagerduty.com",
      "category": "monitoring-and-observability",
      "category_name": "Monitoring & Observability",
      "tags": [],
      "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "flat",
        "remedy": "credit",
        "max_credit_percent": 30,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          }
        ]
      },
      "claim_process": {
        "deadline_days": 15,
        "deadline_basis": "end_of_calendar_month",
        "business_days": false,
        "method": "Email",
        "url": "mailto:servicecreditrequest@pagerduty.com",
        "required_evidence": [
          "Reasonable evidence that the customer was affected by the alleged SLA breach"
        ],
        "review_days": null,
        "credit_application": "Not specified"
      },
      "exclusions": [
        "Customer's own telecommunications, Delivery Service or internet service providers, email domain server availability or mobile push notification providers",
        "Force Majeure Event",
        "Intentional or accidental filtering of network traffic by national governments, carriers or regulatory bodies",
        "Issues arising from PagerDuty's suspension or termination of Customer's right to use the Service",
        "Services provided at no charge (Free Trial, Free Plan or Pre-Release Technology)"
      ],
      "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": "incidents",
          "name": "Incident Response",
          "category": "operations",
          "description": "Incident management platform",
          "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "oncall",
          "name": "On-Call Management",
          "category": "operations",
          "description": "On-call scheduling",
          "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "analytics",
          "name": "Operations Analytics",
          "category": "analytics",
          "description": "Operational insights",
          "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "automation",
          "name": "Runbook Automation",
          "category": "automation",
          "description": "Incident automation",
          "sla_url": "https://www.pagerduty.com/standard-service-level-agreement/",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "PagerDuty is a Monitoring & Observability provider. See the official SLA at [https://www.pagerduty.com/standard-service-level-agreement/](https://www.pagerduty.com/standard-service-level-agreement/).\n\n<!-- Add human-readable notes about PagerDuty's SLA nuances here. -->"
    },
    {
      "slug": "palo-alto-networks",
      "name": "Palo Alto Networks",
      "vendor": "Palo Alto Networks",
      "website": "https://www.paloaltonetworks.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://www.paloaltonetworks.com/services/support/support-policies",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.999,
            "credit": 5
          },
          {
            "below": 99.99,
            "credit": 10
          },
          {
            "below": 99.9,
            "credit": 15
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 98,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 5,
        "deadline_basis": "incident_date",
        "business_days": true,
        "method": "Support Portal",
        "url": "https://support.paloaltonetworks.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 30,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Scheduled and unplanned maintenance windows",
        "High Availability and scaling events",
        "Force majeure / third-party events",
        "Customer / ISP / third-party equipment, networks or software",
        "Customer misconfigurations and inadequate licensing",
        "Beta, Test, Preview features (not generally available)",
        "Trials and evaluations provided at no cost"
      ],
      "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": "pan-cortex-xdr",
          "name": "Cortex XDR",
          "category": "xdr",
          "description": "Extended detection and response",
          "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/cortex-service-level-agreement.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pan-cortex-xsoar",
          "name": "Cortex XSOAR",
          "category": "soar",
          "description": "Security orchestration",
          "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/cortex-service-level-agreement.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pan-ngfw",
          "name": "Cloud NGFW for AWS",
          "category": "firewall",
          "description": "Cloud-delivered next-generation firewall",
          "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/cloud-ngfw-for-aws-service-level-agreement.pdf",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pan-prisma-access",
          "name": "Prisma Access",
          "category": "sase",
          "description": "Secure access service edge",
          "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/support/prisma-access-service-sla.pdf",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pan-prisma-cloud",
          "name": "Prisma Cloud",
          "category": "cloud-security",
          "description": "Cloud-native security platform",
          "sla_url": "https://www.paloaltonetworks.com/content/dam/pan/en_US/assets/pdf/datasheets/prisma/prisma-cloud-service-level-agreement.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Palo Alto Networks is a Security & Identity provider. Each cloud-delivered service has its own published SLA; see the SLA list at [paloaltonetworks.com/services/support/support-policies](https://www.paloaltonetworks.com/services/support/support-policies).\n\n<!-- SLA nuances:\n- There is no single umbrella SLA; commitments and credit models vary by product.\n- Prisma Access (SLA Nov 11, 2024): 99.999% uptime, tiered credits 5/10/15/25/100%, max 100% of monthly fee. Open a case within 24h AND submit a claim on the Claim Dashboard within 5 business days.\n- Cloud NGFW for AWS (SLA 7 Apr 2022): 99.99% uptime, tiered credits 10/25/100%, max 100% of monthly fee. Report within 24h + claim within 5 business days.\n- Strata Logging Service (SLA Nov 2023): 99.9% uptime tier, tiered credits 5/15/25/100%, max 100% of monthly fee. Case within 24h.\n- Cortex products / Prisma Cloud (Apr 2025 / Apr 2024): 99.9% uptime, FLAT 2% credit per qualifying 60-min event (not tiered); max credit is only ONE WEEK of monthly fee (not 100%). Case within 24h.\n- Credits are never automatic: customer must open a support case within 24 hours of the outage. Eligibility generally requires 60 days of onboarding and good payment standing; trials/evals/beta excluded.\n- The credit_tiers / max_credit_percent / uptime_commitment fields above reflect the flagship Prisma Access SLA; Cortex and Prisma Cloud differ (see above).\n-->"
    },
    {
      "slug": "paylocity",
      "name": "Paylocity",
      "vendor": "Paylocity",
      "website": "https://www.paylocity.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://www.paylocity.com/terms-and-conditions/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.paylocity.com/contact/",
        "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": "benefits",
          "name": "Benefits Administration",
          "category": "benefits",
          "description": "Benefits management",
          "sla_url": "https://www.paylocity.com/terms-and-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hr",
          "name": "Paylocity HR",
          "category": "hris",
          "description": "HR management",
          "sla_url": "https://www.paylocity.com/terms-and-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payroll",
          "name": "Paylocity Payroll",
          "category": "payroll",
          "description": "Payroll processing",
          "sla_url": "https://www.paylocity.com/terms-and-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "talent",
          "name": "Talent Management",
          "category": "talent-management",
          "description": "Recruiting and performance",
          "sla_url": "https://www.paylocity.com/terms-and-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "workforce",
          "name": "Workforce Management",
          "category": "workforce-management",
          "description": "Time and scheduling",
          "sla_url": "https://www.paylocity.com/terms-and-conditions/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Paylocity is a HR & People Operations provider. Paylocity publishes no public uptime SLA; see its legal terms at [https://www.paylocity.com/terms-and-conditions/](https://www.paylocity.com/terms-and-conditions/).\n\n<!-- Add human-readable notes about Paylocity's SLA nuances here. -->"
    },
    {
      "slug": "paypal",
      "name": "PayPal",
      "vendor": "PayPal",
      "website": "https://www.paypal.com",
      "category": "finance-and-payments",
      "category_name": "Finance & Payments",
      "tags": [],
      "sla_url": "https://www.paypal.com/us/legalhub/braintree/home",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "no_credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.paypal.com/us/smarthelp/contact-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": [
        {
          "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": "braintree",
          "name": "Braintree",
          "category": "payments",
          "description": "Full-stack payment platform",
          "sla_url": "https://www.paypal.com/us/legalhub/braintree/home",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "checkout",
          "name": "PayPal Checkout",
          "category": "payments",
          "description": "Payment checkout",
          "sla_url": "https://www.paypal.com/us/legalhub/braintree/home",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payouts",
          "name": "PayPal Payouts",
          "category": "payments",
          "description": "Mass payouts",
          "sla_url": "https://www.paypal.com/us/legalhub/braintree/home",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "rest-api",
          "name": "PayPal REST API",
          "category": "api",
          "description": "Payment API",
          "sla_url": "https://www.paypal.com/us/legalhub/braintree/home",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "venmo",
          "name": "Venmo for Business",
          "category": "payments",
          "description": "Venmo payment acceptance",
          "sla_url": "https://www.paypal.com/us/legalhub/braintree/home",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "PayPal is a Finance & Payments provider. See the official Braintree legal hub at [https://www.paypal.com/us/legalhub/braintree/home](https://www.paypal.com/us/legalhub/braintree/home). Note: the Braintree Payment Services Agreement does not publish a public uptime SLA or service credits; the service is provided \"as is\" with no guarantee of uninterrupted access.\n\n<!-- Add human-readable notes about PayPal's SLA nuances here. -->"
    },
    {
      "slug": "ping-identity",
      "name": "Ping Identity",
      "vendor": "Ping Identity",
      "website": "https://www.pingidentity.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
      "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": 99.99,
            "credit": 10
          },
          {
            "below": 99.9,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.pingidentity.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": "pingaccess",
          "name": "PingAccess",
          "category": "access-management",
          "description": "API security gateway",
          "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pingdirectory",
          "name": "PingDirectory",
          "category": "directory",
          "description": "Enterprise directory",
          "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pingfederate",
          "name": "PingFederate",
          "category": "federation",
          "description": "Enterprise federation",
          "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pingone-mfa",
          "name": "PingOne MFA",
          "category": "mfa",
          "description": "Cloud MFA",
          "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pingone-sso",
          "name": "PingOne SSO",
          "category": "sso",
          "description": "Cloud single sign-on",
          "sla_url": "https://www.pingidentity.com/en/legal/support-policy.html",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Ping Identity is a Security & Identity provider. The 99.99% uptime commitment is published in the official [Support Policy](https://www.pingidentity.com/en/legal/support-policy.html) (\"maintain Uptime Availability for the Service of 99.99%\", Section 1.1(c)). The previous SLA page (legal/sla.html) now returns HTTP 404. The service-credit tier table, maximum credit, claim deadline, and submission process are not published on any public pingidentity.com page (they are referenced as a \"Customer's entitlement to service credits\" but the terms live in contractual/login-gated documents), so those fields are unverified and flagged for review.\n\n<!-- Add human-readable notes about Ping Identity's SLA nuances here. -->"
    },
    {
      "slug": "pipedrive",
      "name": "Pipedrive",
      "vendor": "Pipedrive",
      "website": "https://www.pipedrive.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://www.pipedrive.com/en/terms-of-service",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "no_credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://support.pipedrive.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": "campaigns",
          "name": "Pipedrive Campaigns",
          "category": "email-marketing",
          "description": "Email campaigns",
          "sla_url": "https://www.pipedrive.com/en/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "crm",
          "name": "Pipedrive CRM",
          "category": "crm",
          "description": "Sales CRM platform",
          "sla_url": "https://www.pipedrive.com/en/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "leads",
          "name": "Pipedrive LeadBooster",
          "category": "lead-generation",
          "description": "Lead generation tools",
          "sla_url": "https://www.pipedrive.com/en/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "projects",
          "name": "Pipedrive Projects",
          "category": "project-management",
          "description": "Sales project management",
          "sla_url": "https://www.pipedrive.com/en/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Pipedrive is a CRM & Sales provider. See the official SLA at [https://www.pipedrive.com/en/terms-of-service](https://www.pipedrive.com/en/terms-of-service).\n\n<!-- Add human-readable notes about Pipedrive's SLA nuances here. -->"
    },
    {
      "slug": "plaid",
      "name": "Plaid",
      "vendor": "Plaid",
      "website": "https://www.plaid.com",
      "category": "finance-and-payments",
      "category_name": "Finance & Payments",
      "tags": [],
      "sla_url": "https://plaid.com/legal/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "no_credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://dashboard.plaid.com/support",
        "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": "auth",
          "name": "Plaid Auth",
          "category": "verification",
          "description": "Account verification",
          "sla_url": "https://plaid.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "identity",
          "name": "Plaid Identity",
          "category": "kyc",
          "description": "Identity verification",
          "sla_url": "https://plaid.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "link",
          "name": "Plaid Link",
          "category": "account-linking",
          "description": "Bank account linking",
          "sla_url": "https://plaid.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "transactions",
          "name": "Plaid Transactions",
          "category": "financial-data",
          "description": "Transaction data access",
          "sla_url": "https://plaid.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "transfer",
          "name": "Plaid Transfer",
          "category": "money-movement",
          "description": "ACH transfers",
          "sla_url": "https://plaid.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Plaid is a Finance & Payments provider. Plaid does not publish a public uptime SLA with service credits; uptime and response-time SLA commitments are offered only through paid Support Packages negotiated by contract. See Plaid's legal documents at [https://plaid.com/legal/](https://plaid.com/legal/).\n\n<!-- Add human-readable notes about Plaid's SLA nuances here. -->"
    },
    {
      "slug": "planetscale",
      "name": "PlanetScale",
      "vendor": "PlanetScale",
      "website": "https://www.planetscale.com",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://planetscale.com/legal/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.999,
            "credit": 10
          },
          {
            "below": 99.99,
            "credit": 20
          },
          {
            "below": 99.9,
            "credit": 40
          },
          {
            "below": 99,
            "credit": 50
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "PlanetScale Support case",
        "url": "https://planetscale.com/support",
        "required_evidence": [
          "Subject line \"SLA Credit Request\"",
          "Incident dates and times",
          "DatabaseIDs",
          "Request logs documenting the errors"
        ],
        "review_days": null,
        "credit_application": "Issued within one billing cycle following the month in which the request occurred"
      },
      "exclusions": [
        "Scheduled maintenance",
        "Factors outside PlanetScale's reasonable control",
        "Customer actions (rebooting, scaling, misconfiguration)",
        "Non-compliance with documentation",
        "Third-party technology failures",
        "Single-node clusters and development branches"
      ],
      "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": "multi-region",
          "name": "Multi-Region Database Clusters",
          "category": "database",
          "description": "Multi-region production database clusters",
          "sla_url": "https://planetscale.com/legal/sla",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "single-region",
          "name": "Single-Region Database Clusters",
          "category": "database",
          "description": "Single-region production database clusters",
          "sla_url": "https://planetscale.com/legal/sla",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "PlanetScale is a Database & Data Infrastructure provider. See the official SLA at [https://planetscale.com/legal/sla](https://planetscale.com/legal/sla).\n\n<!-- Add human-readable notes about PlanetScale's SLA nuances here. -->"
    },
    {
      "slug": "postman",
      "name": "Postman",
      "vendor": "Postman",
      "website": "https://www.postman.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://www.postman.com/legal/enterprise-sla/",
      "last_verified": "2026-06-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "termination_with_refund",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.postman.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": "mock-servers",
          "name": "Mock Servers",
          "category": "api-mocking",
          "description": "API mock servers",
          "sla_url": "https://www.postman.com/legal/enterprise-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api-client",
          "name": "Postman API Client",
          "category": "api-testing",
          "description": "API testing and development",
          "sla_url": "https://www.postman.com/legal/enterprise-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "collections",
          "name": "Postman Collections",
          "category": "api-documentation",
          "description": "API collections and docs",
          "sla_url": "https://www.postman.com/legal/enterprise-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "flows",
          "name": "Postman Flows",
          "category": "api-orchestration",
          "description": "Visual API workflows",
          "sla_url": "https://www.postman.com/legal/enterprise-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "monitors",
          "name": "Postman Monitors",
          "category": "api-monitoring",
          "description": "Scheduled API monitoring",
          "sla_url": "https://www.postman.com/legal/enterprise-sla/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Postman is a DevOps & Development provider. See the official SLA at [https://www.postman.com/legal/enterprise-sla/](https://www.postman.com/legal/enterprise-sla/).\n\n<!-- Add human-readable notes about Postman's SLA nuances here. -->"
    },
    {
      "slug": "proofpoint",
      "name": "Proofpoint",
      "vendor": "Proofpoint",
      "website": "https://www.proofpoint.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://www.proofpoint.com/us/legal/license",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.999,
            "credit": 25
          },
          {
            "below": 99,
            "credit": 50
          },
          {
            "below": 98,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 5,
        "deadline_basis": "incident_date",
        "business_days": true,
        "method": "Support ticket",
        "url": "https://www.proofpoint.com/us/legal/license",
        "required_evidence": [
          "Specific SLA claimed",
          "Incident details and timeframes",
          "Number of impacted users",
          "Affected email with original Proofpoint headers (if requested)",
          "Ping and trace routes"
        ],
        "review_days": null,
        "credit_application": "Applied to next subscription period fees"
      },
      "exclusions": [
        "Scheduled Maintenance Window",
        "Emergency Maintenance",
        "Force Majeure events",
        "Use of the Service outside the scope of the Agreement",
        "Customer equipment or third-party software/hardware/network outside Proofpoint's data center",
        "Customer failure to meet configuration requirements",
        "End-of-life products or software versions"
      ],
      "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": "archive",
          "name": "Enterprise Archive",
          "category": "compliance",
          "description": "Email archiving and eDiscovery",
          "sla_url": "https://www.proofpoint.com/sites/default/files/general_terms_hosted_services_sla_-_mar_2016.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "essentials",
          "name": "Proofpoint Essentials",
          "category": "email-security",
          "description": "Email filtering and protection",
          "sla_url": "https://www.proofpoint.com/sites/default/files/legal-documents/pfpt-en-proofpoint-essentials-sla.pdf",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sat",
          "name": "Security Awareness Training",
          "category": "training",
          "description": "Phishing simulation and training",
          "sla_url": "https://www.proofpoint.com/us/legal/license",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "tap",
          "name": "Targeted Attack Protection",
          "category": "threat-protection",
          "description": "Advanced threat protection",
          "sla_url": "https://www.proofpoint.com/us/legal/license",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "trap",
          "name": "Threat Response",
          "category": "incident-response",
          "description": "Automated threat response",
          "sla_url": "https://www.proofpoint.com/us/legal/license",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Proofpoint is a Security & Identity provider. See the official SLAs at [https://www.proofpoint.com/us/legal/license](https://www.proofpoint.com/us/legal/license).\n\n<!--\nProofpoint does not publish a single unified credit SLA. Instead it posts multiple service-specific SLAs on its License Terms page (https://www.proofpoint.com/us/legal/license), including the Hosted Services SLA and the Proofpoint Essentials SLA.\n\nFiltering System Availability is warranted at 99.999% (email connectivity on port 25). Service credits are a percentage of the monthly fee, tiered: <99.999% = 25%, <99.0% = 50%, <98.0% = 100%. Email Archiving availability is warranted at 99.9% (credit tiers 10/15/25%).\n\nCredits are not automatic: the customer must notify Proofpoint Customer Support via support ticket within five (5) business days of the SLA incident. Service credits are the sole and exclusive remedy.\n\nVerified 2026-06-19 against the Hosted Services SLA (Mar 2016) and Proofpoint Essentials SLA (May 2022). Some product-line uptime figures (SAT, TAP, TRAP) are flagged needs_review where no service-specific public uptime SLA was found.\n-->"
    },
    {
      "slug": "qlik",
      "name": "Qlik",
      "vendor": "Qlik",
      "website": "https://www.qlik.com",
      "category": "analytics-and-bi",
      "category_name": "Analytics & BI",
      "tags": [],
      "sla_url": "https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 30
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 15,
        "deadline_basis": "non_availability_period",
        "business_days": false,
        "method": "Support Portal (open a Support Case designated as a Service Credit request)",
        "url": "https://community.qlik.com/t5/Support/ct-p/qlikSupport",
        "required_evidence": [
          "Dates, times and duration of each incident of non-Availability",
          "Detailed description of events and corroborating documentation",
          "Number and location(s) of affected users",
          "Description of customer attempts to resolve at time of occurrence"
        ],
        "review_days": null,
        "credit_application": "Applied to customer's next annual invoice following final determination"
      },
      "exclusions": [
        "Scheduled maintenance not exceeding 2 hours per calendar month",
        "Force majeure (natural disaster, war, acts of terror, acts of government, civil unrest)",
        "Customer-controlled hardware, equipment, software, or network issues",
        "Customer Internet or ISP issues, VPN issues, email/DNS availability",
        "Authentication issues due to changes in customer's authentication mechanism",
        "Deactivation/suspension of a Customer Managed Key",
        "Suspension of customer's Services User Account access",
        "Qlik-permitted suspension/termination or customer breach of agreement",
        "Customer's failure to purchase adequate capacity",
        "Intentional misuse of Qlik Cloud by customer",
        "Beta, limited availability, and Early Access Program (EAP) products and 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": "application-automation",
          "name": "Qlik Application Automation",
          "category": "automation",
          "description": "No-code automation workflows",
          "sla_url": "https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "automl",
          "name": "Qlik AutoML",
          "category": "machine-learning",
          "description": "Automated machine learning",
          "sla_url": "https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "data-integration",
          "name": "Qlik Data Integration",
          "category": "data-integration",
          "description": "Data pipeline and transformation",
          "sla_url": "https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sense",
          "name": "Qlik Sense",
          "category": "business-intelligence",
          "description": "Data analytics and visualization",
          "sla_url": "https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Qlik is a Business Intelligence provider. See the official SLA at [https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf](https://assets.qlik.com/image/upload/v1712595250/qlik/docs/Legal/terms-and-conditions/service-level-agreement_hzecsf.pdf).\n\nQlik Cloud commits to a 99.9% monthly Uptime Percentage. Service Credits are tiered: 10% of monthly charges for uptime below 99.9% (>=99.0%), 30% below 99.0% (>=95.0%), and 100% below 95.0%. Credits are not automatic, customers must open a Support Case designated as a Service Credit request via the Support Portal within 15 days of the suspected non-Availability period, and credits are applied to the next annual invoice. Per the SLA (v.2025.03.13).\n\n<!-- Add human-readable notes about Qlik's SLA nuances here. -->"
    },
    {
      "slug": "qualtrics",
      "name": "Qualtrics",
      "vendor": "Qualtrics",
      "website": "https://www.qualtrics.com",
      "category": "analytics-and-bi",
      "category_name": "Analytics & BI",
      "tags": [],
      "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.93,
            "credit": 5
          },
          {
            "below": 99.72,
            "credit": 7.5
          },
          {
            "below": 99.44,
            "credit": 10
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.qualtrics.com/support/",
        "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": "bx",
          "name": "BrandXM",
          "category": "brand",
          "description": "Brand experience management",
          "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cx",
          "name": "CustomerXM",
          "category": "cx",
          "description": "Customer experience management",
          "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ex",
          "name": "EmployeeXM",
          "category": "ex",
          "description": "Employee experience management",
          "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "px",
          "name": "ProductXM",
          "category": "product",
          "description": "Product experience management",
          "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "research",
          "name": "Research Core",
          "category": "research",
          "description": "Survey and research platform",
          "sla_url": "https://www.qualtrics.com/legal/customers/service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Qualtrics is a Enterprise Software provider. See the official SLA at [https://www.qualtrics.com/legal/customers/service-level-agreement/](https://www.qualtrics.com/legal/customers/service-level-agreement/).\n\n<!-- Add human-readable notes about Qualtrics's SLA nuances here. -->"
    },
    {
      "slug": "quickbooks",
      "name": "QuickBooks",
      "vendor": "QuickBooks",
      "website": "https://www.quickbooks.com",
      "category": "finance-and-payments",
      "category_name": "Finance & Payments",
      "tags": [],
      "sla_url": "https://www.intuit.com/legal/terms/en-us/quickbooks/online/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "no_credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://quickbooks.intuit.com/learn-support/",
        "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": "api",
          "name": "QuickBooks API",
          "category": "apis",
          "description": "Developer API",
          "sla_url": "https://quickbooks.intuit.com/global/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "online",
          "name": "QuickBooks Online",
          "category": "accounting",
          "description": "Cloud accounting",
          "sla_url": "https://quickbooks.intuit.com/global/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payments",
          "name": "QuickBooks Payments",
          "category": "payments",
          "description": "Payment processing",
          "sla_url": "https://quickbooks.intuit.com/global/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payroll",
          "name": "QuickBooks Payroll",
          "category": "payroll",
          "description": "Payroll processing",
          "sla_url": "https://quickbooks.intuit.com/global/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "QuickBooks is a Finance & Payments provider. Intuit does not publish a public uptime SLA with service credits for QuickBooks Online; the Terms of Service provide the Platform \"as-is\" and disclaim availability. See the official terms at [https://www.intuit.com/legal/terms/en-us/quickbooks/online/](https://www.intuit.com/legal/terms/en-us/quickbooks/online/).\n\n<!-- Add human-readable notes about QuickBooks's SLA nuances here. -->"
    },
    {
      "slug": "redis-cloud",
      "name": "Redis Cloud",
      "vendor": "Redis Cloud",
      "website": "https://redis.io",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 25,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.999,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": "end_of_second_billing_cycle",
        "business_days": false,
        "method": "Support ticket / written request",
        "url": "https://redis.io/legal/redis-cloud-service-level-agreement/",
        "required_evidence": [
          "\"SLA Credit Request\" in the subject line",
          "Dates and times of each Downtime incident",
          "Affected Database name(s), cloud name(s), Workspace location(s), and region(s)",
          "Logs documenting the errors (with confidential information redacted)",
          "Description of Customer's attempts to resolve the Downtime"
        ],
        "review_days": null,
        "credit_application": "Service Credit issued toward future Cloud Services"
      },
      "exclusions": [
        "Suspension/termination or Preview/Evaluation Services",
        "Customer or third-party actions, misconfigurations, or unauthorized access",
        "Force Majeure events, network failures, or third-party service failures",
        "Customer exceeding Provisioned Workload after notification",
        "Maintenance or use of outdated versions",
        "Exceeding quotas or suspected abusive behavior",
        "Single-instance deployments without replication enabled",
        "Unsupported platforms, configurations, or third-party modifications"
      ],
      "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": "database",
          "name": "Redis Cloud Database",
          "category": "database",
          "description": "Managed Redis database",
          "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "graph",
          "name": "Redis Graph",
          "category": "database",
          "description": "Graph database",
          "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "json",
          "name": "Redis JSON",
          "category": "database",
          "description": "Native JSON support",
          "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/",
          "uptime": 99.999,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "search",
          "name": "Redis Search",
          "category": "search",
          "description": "Full-text search on Redis",
          "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "timeseries",
          "name": "Redis Time Series",
          "category": "database",
          "description": "Time series data",
          "sla_url": "https://redis.io/legal/redis-cloud-service-level-agreement/",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Redis Cloud is a Database & Data Infrastructure provider. See the official SLA at [https://redis.io/legal/redis-cloud-service-level-agreement/](https://redis.io/legal/redis-cloud-service-level-agreement/).\n\n<!-- Add human-readable notes about Redis Cloud's SLA nuances here. -->"
    },
    {
      "slug": "ringcentral",
      "name": "RingCentral",
      "vendor": "RingCentral",
      "website": "https://www.ringcentral.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.ringcentral.com/legal/ringex-service-attachment.html",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.ringcentral.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "contact-center",
          "name": "RingCentral Contact Center",
          "category": "ccaas",
          "description": "Contact center solution",
          "sla_url": "https://www.ringcentral.com/legal/ringex-service-attachment.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "engage",
          "name": "RingCentral Engage",
          "category": "digital-engagement",
          "description": "Digital customer engagement",
          "sla_url": "https://www.ringcentral.com/legal/ringex-service-attachment.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "mvp",
          "name": "RingCentral MVP",
          "category": "ucaas",
          "description": "Message, video, phone platform",
          "sla_url": "https://www.ringcentral.com/legal/ringex-service-attachment.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "video",
          "name": "RingCentral Video",
          "category": "video",
          "description": "Video conferencing",
          "sla_url": "https://www.ringcentral.com/legal/ringex-service-attachment.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "RingCentral is a Communication & Collaboration provider. See the official RingEX Service Attachment at [https://www.ringcentral.com/legal/ringex-service-attachment.html](https://www.ringcentral.com/legal/ringex-service-attachment.html). Note: as of 2026-06-19 RingCentral does not appear to publish a standalone public RingEX/MVP SLA document; the prior SLA URL (last-version-sla.html) returns 404, and SLA uptime/credit terms are provided contractually per Order Form. SLA figures below are unverified pending a confirmed source.\n\n<!-- Add human-readable notes about RingCentral's SLA nuances here. -->"
    },
    {
      "slug": "rippling",
      "name": "Rippling",
      "vendor": "Rippling",
      "website": "https://www.rippling.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://www.rippling.com/support",
        "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": "benefits",
          "name": "Rippling Benefits",
          "category": "hr",
          "description": "Benefits administration",
          "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "finance",
          "name": "Rippling Finance Cloud",
          "category": "finance",
          "description": "Expense and corporate cards",
          "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hr",
          "name": "Rippling HR Cloud",
          "category": "hr",
          "description": "HR management",
          "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "it",
          "name": "Rippling IT Cloud",
          "category": "it",
          "description": "Device and app management",
          "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payroll",
          "name": "Rippling Payroll",
          "category": "payroll",
          "description": "Payroll processing",
          "sla_url": "https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Rippling is a HR & People Operations provider. Rippling does not publish a public uptime SLA or service-credit commitment; its Customer Terms of Service explicitly disclaims any specified service level. See the official terms at [https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html](https://static-assets.ripplingcdn.com/legal/en-US/customer_terms_of_service.html).\n\n<!-- Add human-readable notes about Rippling's SLA nuances here. -->"
    },
    {
      "slug": "salesforce",
      "name": "Salesforce",
      "vendor": "Salesforce, Inc.",
      "website": "https://www.salesforce.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://www.salesforce.com/company/legal/agreements/",
      "last_verified": "2026-06-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_billing_month",
        "business_days": false,
        "method": "Salesforce Support",
        "url": "https://help.salesforce.com",
        "required_evidence": [
          "Organization ID",
          "Affected services",
          "Incident timestamps",
          "User impact description"
        ],
        "review_days": 15,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Scheduled maintenance",
        "Force majeure events",
        "Customer configurations",
        "Sandbox environments",
        "Beta/Preview features",
        "Third-party integrations"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": true,
          "response_time": "< 2 business days"
        },
        {
          "name": "Premier",
          "slug": "premier",
          "price": "30% of license fees",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        },
        {
          "name": "Signature",
          "slug": "signature",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 15 minutes"
        }
      ],
      "services": [
        {
          "id": "sales-cloud",
          "name": "Sales Cloud",
          "category": "crm",
          "description": "Sales automation and CRM",
          "sla_url": "https://www.salesforce.com/company/legal/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "service-cloud",
          "name": "Service Cloud",
          "category": "customer-service",
          "description": "Customer service platform",
          "sla_url": "https://www.salesforce.com/company/legal/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "marketing-cloud",
          "name": "Marketing Cloud",
          "category": "marketing",
          "description": "Digital marketing platform",
          "sla_url": "https://www.salesforce.com/company/legal/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "commerce-cloud",
          "name": "Commerce Cloud",
          "category": "e-commerce",
          "description": "E-commerce platform",
          "sla_url": "https://www.salesforce.com/company/legal/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "platform",
          "name": "Salesforce Platform",
          "category": "paas",
          "description": "Application development platform",
          "sla_url": "https://www.salesforce.com/company/legal/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "heroku",
          "name": "Heroku",
          "category": "paas",
          "description": "Cloud application platform",
          "sla_url": "https://www.heroku.com/policy/agreements/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Salesforce is a CRM & Marketing provider. See the official SLA at [https://www.salesforce.com/company/legal/agreements/](https://www.salesforce.com/company/legal/agreements/).\n\n<!-- Add human-readable notes about Salesforce's SLA nuances here. -->"
    },
    {
      "slug": "sanity",
      "name": "Sanity",
      "vendor": "Sanity",
      "website": "https://www.sanity.com",
      "category": "content-and-media",
      "category_name": "Content & Media",
      "tags": [],
      "sla_url": "https://www.sanity.io/legal/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.95,
            "credit": 10
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.sanity.io/contact",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": null,
        "credit_application": "Applied against fees for a Renewal Term or extends the current Subscription term; not exchangeable for monetary amounts"
      },
      "exclusions": [
        "Scheduled maintenance and upgrades",
        "Third-party system interruptions",
        "Beta or trial services",
        "Acts or omissions of Subscriber or third parties",
        "Subscriber or third-party hardware or software"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 2 hours"
        }
      ],
      "services": [
        {
          "id": "cdn",
          "name": "Asset CDN",
          "category": "media",
          "description": "Image and file CDN",
          "sla_url": "https://www.sanity.io/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "content-lake",
          "name": "Content Lake",
          "category": "cms",
          "description": "Real-time content database",
          "sla_url": "https://www.sanity.io/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api",
          "name": "Sanity API",
          "category": "cms",
          "description": "GROQ and GraphQL APIs",
          "sla_url": "https://www.sanity.io/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "studio",
          "name": "Sanity Studio",
          "category": "cms",
          "description": "Content editing studio",
          "sla_url": "https://www.sanity.io/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Sanity is a Content & Media provider. See the official SLA at [https://www.sanity.io/legal/sla](https://www.sanity.io/legal/sla).\n\nSanity's uptime SLA is Enterprise-only (Enterprise E1: 99.9%; Enterprise E2: 99.95%). The single service credit is 10% of (Annual Service Fee / 12) when monthly availability falls between 99.9% and 99.95%; there are no further tiers and no 100% credit cap. Credits must be claimed within 30 days, are applied against Renewal Term fees (or extend the subscription), and are not exchangeable for cash. Standard plan has no SLA.\n\n<!-- Add human-readable notes about Sanity's SLA nuances here. -->"
    },
    {
      "slug": "sap",
      "name": "SAP",
      "vendor": "SAP",
      "website": "https://www.sap.com",
      "category": "enterprise-and-operations",
      "category_name": "Enterprise & Operations",
      "tags": [],
      "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "linear",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_month",
        "business_days": true,
        "method": "Documented support case (SAP ONE Support)",
        "url": "https://support.sap.com",
        "required_evidence": [
          "Documented support case"
        ],
        "review_days": null,
        "credit_application": "Applied to a future invoice for the affected Cloud Service"
      },
      "exclusions": [
        "Maintenance Window (scheduled weekly maintenance)",
        "Major Upgrade Window notified at least 5 business days in advance",
        "Factors outside SAP's reasonable control (unforeseeable events)"
      ],
      "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": "analytics-cloud",
          "name": "SAP Analytics Cloud",
          "category": "bi",
          "description": "Business analytics",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ariba",
          "name": "SAP Ariba",
          "category": "procurement",
          "description": "Procurement network",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ariba-contracts",
          "name": "SAP Ariba Contracts",
          "category": "contract-management",
          "description": "Contract lifecycle management",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ariba-procurement",
          "name": "SAP Ariba Procurement",
          "category": "procurement",
          "description": "Procurement operations",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ariba-sourcing",
          "name": "SAP Ariba Sourcing",
          "category": "sourcing",
          "description": "Strategic sourcing",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ariba-supplier-management",
          "name": "SAP Ariba Supplier Management",
          "category": "supplier-management",
          "description": "Supplier information and risk",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "btp",
          "name": "SAP BTP",
          "category": "paas",
          "description": "Business technology platform",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ariba-network",
          "name": "SAP Business Network",
          "category": "b2b-network",
          "description": "Business-to-business collaboration",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.5,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "concur",
          "name": "SAP Concur",
          "category": "expense-management",
          "description": "Travel and expense",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "s4hana",
          "name": "SAP S/4HANA Cloud",
          "category": "erp",
          "description": "Intelligent ERP cloud",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "successfactors",
          "name": "SAP SuccessFactors",
          "category": "hcm",
          "description": "Human capital management",
          "sla_url": "https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "SAP is a Enterprise Software provider. See the official SLA at [Service Level Agreement for SAP Cloud Services (v8-2023)](https://assets.cdn.sap.com/agreements/product-use-and-support-terms/cls/en/service-level-agreement-for-sap-cloud-services-english-v8-2023.pdf).\n\nThe standard System Availability SLA is 99.7% per month. Credits equal 2% of Monthly Subscription Fees for each 1% below the SLA, up to 100% of fees. Claims must be made via a documented support case within 30 business days after the end of the affected month. SAP BTP and several flagship cloud services carry a 99.9% SLA per the SAP Business Technology Platform Supplement (v11-2025).\n\n<!-- Add human-readable notes about SAP's SLA nuances here. -->"
    },
    {
      "slug": "sauce-labs",
      "name": "Sauce Labs",
      "vendor": "Sauce Labs",
      "website": "https://saucelabs.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://saucelabs.com/doc/service-specific-terms",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "no_sla",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://saucelabs.com/contact",
        "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": "saucelabs-api",
          "name": "API Testing",
          "category": "testing",
          "description": "API testing platform",
          "sla_url": "https://saucelabs.com/doc/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "saucelabs-mobile",
          "name": "Mobile Testing",
          "category": "testing",
          "description": "Mobile app testing",
          "sla_url": "https://saucelabs.com/doc/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "saucelabs-visual",
          "name": "Visual Testing",
          "category": "testing",
          "description": "Visual regression testing",
          "sla_url": "https://saucelabs.com/doc/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "saucelabs-web",
          "name": "Web Testing",
          "category": "testing",
          "description": "Cross-browser web testing",
          "sla_url": "https://saucelabs.com/doc/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Sauce Labs is a DevOps & Development provider. As of 2026-06-19, Sauce Labs does not appear to publish a public uptime SLA with service credits; its current official terms ([Service-Specific Terms](https://saucelabs.com/doc/service-specific-terms), [Terms of Service](https://saucelabs.com/doc/terms-of-service), and [Support Policy](https://saucelabs.com/doc/support-policy)) define only support response-time tiers. The numeric SLA fields in this record are unverified and flagged for review.\n\n<!-- Add human-readable notes about Sauce Labs's SLA nuances here. -->"
    },
    {
      "slug": "segment",
      "name": "Segment",
      "vendor": "Segment",
      "website": "https://www.segment.com",
      "category": "analytics-and-bi",
      "category_name": "Analytics & BI",
      "tags": [],
      "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_refund",
        "max_credit_percent": 0,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "awareness_date",
        "business_days": false,
        "method": "Written notice to Twilio",
        "url": "https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api",
        "required_evidence": [],
        "review_days": null,
        "credit_application": "No service credits. Remedy is a Special Termination Right with refund of pre-paid fees for the impacted Segment Services, paid within thirty (30) days of the termination effective date."
      },
      "exclusions": [
        "Customer's unauthorized use",
        "General Internet problems, force majeure, or other factors outside Twilio's reasonable control (including DDoS attacks)",
        "Customer's equipment, software, network, or other infrastructure",
        "Third-party systems or acts",
        "Scheduled or emergency maintenance",
        "Non-supported or beta versions of the service"
      ],
      "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": "data-ingestion-api",
          "name": "Segment Data Ingestion API",
          "category": "data-integration",
          "description": "The identify, track, page, screen, group, and alias HTTP endpoints that ingest data the Customer submits to the Segment Services.",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Segment is a Monitoring & Observability provider. See the official SLA at [https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api](https://www.twilio.com/en-us/legal/service-level-agreement/segment-data-ingestion-api).\n\nThe Segment SLA covers the Data Ingestion API with a Target Availability of 99.99%, calculated on a calendar-month, per-minute basis. It does not provide service credits; the sole and exclusive remedy is a Special Termination Right (with refund of pre-paid fees for the impacted Segment Services), triggered by a confirmed failure to meet Target Availability in two consecutive months or in any three of six consecutive months. The legacy URL https://segment.com/legal/sla/ now redirects to this Twilio-hosted page.\n\n<!-- Add human-readable notes about Segment's SLA nuances here. -->"
    },
    {
      "slug": "semrush",
      "name": "Semrush",
      "vendor": "Semrush",
      "website": "https://www.semrush.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://www.semrush.com/company/legal/terms-of-service/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.semrush.com/kb/",
        "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": "ppc",
          "name": "Advertising Toolkit",
          "category": "ppc",
          "description": "PPC research and management",
          "sla_url": "https://www.semrush.com/company/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "competitive",
          "name": "Competitive Research",
          "category": "research",
          "description": "Competitive analysis",
          "sla_url": "https://www.semrush.com/company/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "content",
          "name": "Content Marketing",
          "category": "content",
          "description": "Content marketing platform",
          "sla_url": "https://www.semrush.com/company/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "seo",
          "name": "SEO Toolkit",
          "category": "seo",
          "description": "SEO research and tools",
          "sla_url": "https://www.semrush.com/company/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "social",
          "name": "Social Media Toolkit",
          "category": "social-media",
          "description": "Social media management",
          "sla_url": "https://www.semrush.com/company/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Semrush is a Marketing & Analytics provider. See the official SLA at [https://www.semrush.com/company/legal/terms-of-service/](https://www.semrush.com/company/legal/terms-of-service/).\n\n<!-- Add human-readable notes about Semrush's SLA nuances here. -->"
    },
    {
      "slug": "sendgrid",
      "name": "SendGrid",
      "vendor": "SendGrid",
      "website": "https://www.sendgrid.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "flat",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.95,
            "credit": 10
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_calendar_month",
        "business_days": false,
        "method": "Support Ticket",
        "url": "https://support.sendgrid.com",
        "required_evidence": [
          "SLA Claim as the support ticket subject",
          "Dates and times of Unavailable Monthly API Time per status.sendgrid.com",
          "Documentation of the Unavailable Monthly API Time"
        ],
        "review_days": null,
        "credit_application": "Applied to future amounts payable by Customer"
      },
      "exclusions": [
        "Circumstances beyond Twilio's reasonable control (e.g. telecom/internet beyond Twilio's network access point)",
        "Customer or third-party acts or omissions (excluding Twilio agents/subcontractors)",
        "Customer equipment, software, or third-party technology outside Twilio's control",
        "Scheduled maintenance (24+ hours notice) and emergency maintenance",
        "Alpha, beta, or limited release APIs",
        "Periods of unavailability lasting less than 5 continuous minutes"
      ],
      "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": "email-api",
          "name": "SendGrid Email API",
          "category": "email",
          "description": "Transactional email API",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "marketing",
          "name": "SendGrid Marketing Campaigns",
          "category": "email",
          "description": "Email marketing platform",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "smtp",
          "name": "SendGrid SMTP Relay",
          "category": "email",
          "description": "SMTP relay service",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "SendGrid (Twilio SendGrid) is a Communication & Collaboration provider. Its SLA is now governed by the Twilio APIs Service Level Agreement, which covers the \"SendGrid Services API\" (the Mail Send API). See the official SLA at [https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis](https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis).\n\n<!-- Add human-readable notes about SendGrid's SLA nuances here. -->"
    },
    {
      "slug": "sentinelone",
      "name": "SentinelOne",
      "vendor": "SentinelOne",
      "website": "https://www.sentinelone.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://www.sentinelone.com/legal/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "no_sla",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support Portal",
        "url": "https://www.sentinelone.com/support/",
        "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": "cloud",
          "name": "Singularity Cloud",
          "category": "cloud-security",
          "description": "Cloud workload protection",
          "sla_url": "https://www.sentinelone.com/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "endpoint",
          "name": "Singularity Endpoint",
          "category": "edr",
          "description": "Endpoint detection and response",
          "sla_url": "https://www.sentinelone.com/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "identity",
          "name": "Singularity Identity",
          "category": "identity-security",
          "description": "Identity threat detection",
          "sla_url": "https://www.sentinelone.com/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "xdr",
          "name": "Singularity XDR",
          "category": "xdr",
          "description": "Extended detection and response",
          "sla_url": "https://www.sentinelone.com/legal/terms-of-service/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "SentinelOne is a Security & Identity provider. See the official SLA at [https://www.sentinelone.com/legal/](https://www.sentinelone.com/legal/).\n\n<!-- Add human-readable notes about SentinelOne's SLA nuances here. -->"
    },
    {
      "slug": "servicenow",
      "name": "ServiceNow",
      "vendor": "ServiceNow",
      "website": "https://www.servicenow.com",
      "category": "enterprise-and-operations",
      "category_name": "Enterprise & Operations",
      "tags": [],
      "sla_url": "https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/sla/servicenow-service-level-agreement.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "flat",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end of the month in which the Availability SLA was not met",
        "business_days": false,
        "method": "Written request to ServiceNow",
        "url": null,
        "required_evidence": [
          "Support requests relating to the period the production instances were not Available"
        ],
        "review_days": null,
        "credit_application": "Applied to next invoice for subscription fees (ServiceNow may delay issuing credits until amounts reach $1,000 USD)"
      },
      "exclusions": [
        "Maintenance Time of up to two hours per month",
        "Force Majeure Events",
        "Modifications of the Subscription Service by anyone other than ServiceNow",
        "General Internet outages",
        "Failure of customer infrastructure or connectivity (including VPN)",
        "Computer and telecommunications failures and delays",
        "Network intrusions, denial-of-service, or other criminal attacks"
      ],
      "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": "impact",
          "name": "ServiceNow Impact (Digital Production)",
          "category": "itsm",
          "description": "Enhanced support wrapper - same SLA",
          "sla_url": "https://www.servicenow.com/company/trust/compliance/service-level-agreement.html",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "production",
          "name": "ServiceNow Production Instance",
          "category": "itsm",
          "description": "Production subscription service",
          "sla_url": "https://www.servicenow.com/company/trust/compliance/service-level-agreement.html",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "regulated",
          "name": "ServiceNow Regulated Markets (FedRAMP)",
          "category": "itsm",
          "description": "GovCommunity and FedRAMP offerings",
          "sla_url": "https://www.servicenow.com/company/trust/compliance/service-level-agreement.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "ServiceNow is a Enterprise Software provider. See the official SLA at [https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/sla/servicenow-service-level-agreement.pdf](https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/legal/sla/servicenow-service-level-agreement.pdf).\n\nServiceNow's Availability SLA commits that production instances of the Subscription Service will be Available at least 99.8% of the time during a calendar month, excluding Excused Downtime. If availability falls below this, the customer's exclusive remedy is to request (in writing within 30 days of month-end) either a Subscription Term extension or a service credit equal to the dollar value of the minutes the service was not Available, applied to the next invoice. Total monthly credits cannot exceed that month's subscription fee for the affected service and have no cash value; ServiceNow may delay issuing credits until they reach $1,000 USD."
    },
    {
      "slug": "shopify",
      "name": "Shopify",
      "vendor": "Shopify",
      "website": "https://www.shopify.com",
      "category": "e-commerce",
      "category_name": "E-commerce",
      "tags": [],
      "sla_url": "https://help.shopify.com/en/manual/intro-to-shopify/pricing-plans/plans-features/shopify-plus-plan",
      "last_verified": "2026-06-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://help.shopify.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": "admin",
          "name": "Shopify Admin",
          "category": "e-commerce",
          "description": "Merchant admin panel",
          "sla_url": "https://www.shopify.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api",
          "name": "Shopify API",
          "category": "api",
          "description": "REST and GraphQL APIs",
          "sla_url": "https://www.shopify.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "checkout",
          "name": "Shopify Checkout",
          "category": "e-commerce",
          "description": "Checkout processing - critical",
          "sla_url": "https://www.shopify.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payments",
          "name": "Shopify Payments",
          "category": "payments",
          "description": "Native payment processing",
          "sla_url": "https://www.shopify.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pos",
          "name": "Shopify POS",
          "category": "retail",
          "description": "Point of sale",
          "sla_url": "https://www.shopify.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "storefront",
          "name": "Shopify Storefront",
          "category": "e-commerce",
          "description": "Online store hosting",
          "sla_url": "https://www.shopify.com/legal/terms",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Shopify is a E-commerce provider. See the official SLA at [https://help.shopify.com/en/manual/intro-to-shopify/pricing-plans/plans-features/shopify-plus-plan](https://help.shopify.com/en/manual/intro-to-shopify/pricing-plans/plans-features/shopify-plus-plan).\n\n<!-- Add human-readable notes about Shopify's SLA nuances here. -->"
    },
    {
      "slug": "slack",
      "name": "Slack",
      "vendor": "Slack",
      "website": "https://www.slack.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://slack.com/terms/service-level-agreement",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "automatic",
        "remedy": "automatic",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": null,
        "url": null,
        "required_evidence": [],
        "review_days": null,
        "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": "canvas",
          "name": "Slack Canvas",
          "category": "collaboration",
          "description": "Collaborative documents",
          "sla_url": "https://slack.com/terms/service-level-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "connect",
          "name": "Slack Connect",
          "category": "collaboration",
          "description": "External collaboration channels",
          "sla_url": "https://slack.com/terms/service-level-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "huddles",
          "name": "Slack Huddles",
          "category": "video",
          "description": "Audio and video calls",
          "sla_url": "https://slack.com/terms/service-level-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "messaging",
          "name": "Slack Messaging",
          "category": "communications",
          "description": "Real-time messaging platform",
          "sla_url": "https://slack.com/terms/service-level-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "workflow",
          "name": "Workflow Builder",
          "category": "automation",
          "description": "No-code automation builder",
          "sla_url": "https://slack.com/terms/service-level-agreement",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Slack is a Communication & Collaboration provider. See the official SLA at [https://slack.com/terms/service-level-agreement](https://slack.com/terms/service-level-agreement).\n\n<!-- Add human-readable notes about Slack's SLA nuances here. -->"
    },
    {
      "slug": "smartsheet",
      "name": "Smartsheet",
      "vendor": "Smartsheet",
      "website": "https://www.smartsheet.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://www.smartsheet.com/legal/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 50
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_calendar_month",
        "business_days": false,
        "method": "SLA Fee Credit Request form",
        "url": "https://app.smartsheet.com/b/form/679d05c12b0449c786f384707e366c35",
        "required_evidence": [
          "All information required by the SLA Fee Credit Request form"
        ],
        "review_days": null,
        "credit_application": "Applied against the fees for the next renewal Term"
      },
      "exclusions": [
        "Scheduled maintenance",
        "Force majeure events",
        "Customer misconfigurations",
        "Free tier services",
        "Beta features"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "brandfolder",
          "name": "Brandfolder",
          "category": "dam",
          "description": "Digital asset management",
          "sla_url": "https://www.smartsheet.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "datasheet",
          "name": "DataSheet",
          "category": "data-management",
          "description": "Data connector platform",
          "sla_url": "https://www.smartsheet.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dynamic-view",
          "name": "Dynamic View",
          "category": "reporting",
          "description": "Customizable data views",
          "sla_url": "https://www.smartsheet.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "resource-management",
          "name": "Resource Management",
          "category": "resource-planning",
          "description": "Resource planning and allocation",
          "sla_url": "https://www.smartsheet.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "platform",
          "name": "Smartsheet Platform",
          "category": "project-management",
          "description": "Work management platform",
          "sla_url": "https://www.smartsheet.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Smartsheet is a Productivity & Collaboration provider. See the official SLA at [https://www.smartsheet.com/legal/sla](https://www.smartsheet.com/legal/sla).\n\nThe SLA (Last Updated: July 1, 2022) covers the \"Core Application\" of a commercial Smartsheet instance purchased as an Enterprise plan. Availability is measured per calendar month: ≥99.9% earns no credit; <99.9% through ≥99.0% earns a 10% credit; <99.0% through ≥95.0% earns 25%; <95.0% earns a maximum 50% credit. Credits are not automatic, Customers must submit the SLA Fee Credit Request form within 30 days following the end of the calendar month in which the Availability Event occurred, and any approved credit is applied against the fees for the next renewal Term. Add-on products (Brandfolder, Resource Management, Dynamic View, etc.) are not separately given an uptime commitment in the SLA."
    },
    {
      "slug": "snowflake",
      "name": "Snowflake",
      "vendor": "Snowflake",
      "website": "https://www.snowflake.com",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 7,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 21,
        "deadline_basis": "end_of_calendar_month_of_failure",
        "business_days": false,
        "method": "Support Case",
        "url": "https://www.snowflake.com/en/support/",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 10,
        "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": "business-critical",
          "name": "Snowflake (Business Critical)",
          "category": "data-platform",
          "description": "Includes failover and cross-region DR",
          "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "enterprise",
          "name": "Snowflake (Enterprise)",
          "category": "data-platform",
          "description": "10% credit cap on monthly consumption",
          "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "standard",
          "name": "Snowflake (Standard)",
          "category": "data-platform",
          "description": "No formal SLA for Standard Edition",
          "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "vps",
          "name": "Snowflake Virtual Private (VPS)",
          "category": "data-platform",
          "description": "Dedicated virtual private deployment",
          "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Snowflake is a Database & Data Infrastructure provider. See the official SLA at [https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/](https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/).\n\n<!-- Add human-readable notes about Snowflake's SLA nuances here. -->"
    },
    {
      "slug": "splunk",
      "name": "Splunk",
      "vendor": "Splunk",
      "website": "https://www.splunk.com",
      "category": "monitoring-and-observability",
      "category_name": "Monitoring & Observability",
      "tags": [],
      "sla_url": "https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 50
          }
        ]
      },
      "claim_process": {
        "deadline_days": 5,
        "deadline_basis": "end_of_calendar_quarter",
        "business_days": false,
        "method": "Email to splunk-cloud-billing@cisco.com",
        "url": "https://www.splunk.com/en_us/support.html",
        "required_evidence": [
          "Complete description of the downtime",
          "How the Customer was adversely affected",
          "For how long (duration)"
        ],
        "review_days": null,
        "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": "cloud",
          "name": "Splunk Cloud",
          "category": "siem",
          "description": "Cloud-hosted SIEM",
          "sla_url": "https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "enterprise",
          "name": "Splunk Enterprise",
          "category": "siem",
          "description": "On-premise data platform",
          "sla_url": "https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "observability",
          "name": "Splunk Observability Cloud",
          "category": "monitoring",
          "description": "Full-stack observability",
          "sla_url": "https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "soar",
          "name": "Splunk SOAR",
          "category": "security",
          "description": "Security orchestration",
          "sla_url": "https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Splunk is a Monitoring & Observability provider. See the official SLA at [https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html](https://www.splunk.com/en_us/legal/splunk-cloud-service-level-schedule.html).\n\n<!-- Add human-readable notes about Splunk's SLA nuances here. -->"
    },
    {
      "slug": "sprout-social",
      "name": "Sprout Social",
      "vendor": "Sprout Social",
      "website": "https://sproutsocial.com",
      "category": "crm-and-marketing",
      "category_name": "CRM & Marketing",
      "tags": [],
      "sla_url": "https://sproutsocial.com/legal/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": 99.5,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.sproutsocial.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": "sprout-analytics",
          "name": "Analytics",
          "category": "analytics",
          "description": "Reporting and analytics",
          "sla_url": "https://sproutsocial.com/legal/terms/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sprout-advocacy",
          "name": "Employee Advocacy",
          "category": "advocacy",
          "description": "Employee advocacy platform",
          "sla_url": "https://sproutsocial.com/legal/terms/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sprout-engagement",
          "name": "Engagement",
          "category": "engagement",
          "description": "Social inbox and engagement",
          "sla_url": "https://sproutsocial.com/legal/terms/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sprout-listening",
          "name": "Listening",
          "category": "monitoring",
          "description": "Social listening and monitoring",
          "sla_url": "https://sproutsocial.com/legal/terms/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sprout-publishing",
          "name": "Publishing",
          "category": "social-media",
          "description": "Content scheduling and publishing",
          "sla_url": "https://sproutsocial.com/legal/terms/",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Sprout Social is a Marketing & Analytics provider. See the official Terms of Service at [https://sproutsocial.com/legal/terms/](https://sproutsocial.com/legal/terms/). Sprout Social does not publish a public, credit-bearing SLA; availability is addressed only as a non-binding internal KPI (\"strives to maintain 99.9% uptime\").\n\n<!-- Add human-readable notes about Sprout Social's SLA nuances here. -->"
    },
    {
      "slug": "square",
      "name": "Square",
      "vendor": "Square",
      "website": "https://www.square.com",
      "category": "finance-and-payments",
      "category_name": "Finance & Payments",
      "tags": [],
      "sla_url": "https://squareup.com/us/en/legal/general/ua",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://squareup.com/help/us/en/contact",
        "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": "banking",
          "name": "Square Banking",
          "category": "banking",
          "description": "Business banking services",
          "sla_url": "https://squareup.com/us/en/legal/general/ua",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "invoices",
          "name": "Square Invoices",
          "category": "invoicing",
          "description": "Invoice management",
          "sla_url": "https://squareup.com/us/en/legal/general/ua",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "online",
          "name": "Square Online",
          "category": "e-commerce",
          "description": "Online store platform",
          "sla_url": "https://squareup.com/us/en/legal/general/ua",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payments",
          "name": "Square Payments",
          "category": "payment-processing",
          "description": "Payment processing",
          "sla_url": "https://squareup.com/us/en/legal/general/ua",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pos",
          "name": "Square Point of Sale",
          "category": "pos",
          "description": "Point of sale system",
          "sla_url": "https://squareup.com/us/en/legal/general/ua",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Square is a Finance & Payments provider. See the official SLA at [https://squareup.com/us/en/legal/general/ua](https://squareup.com/us/en/legal/general/ua).\n\n<!-- Add human-readable notes about Square's SLA nuances here. -->"
    },
    {
      "slug": "squarespace",
      "name": "Squarespace",
      "vendor": "Squarespace",
      "website": "https://www.squarespace.com",
      "category": "e-commerce",
      "category_name": "E-commerce",
      "tags": [],
      "sla_url": "https://www.squarespace.com/terms-of-service",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.squarespace.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": "commerce",
          "name": "Squarespace Commerce",
          "category": "e-commerce",
          "description": "E-commerce functionality",
          "sla_url": "https://www.squarespace.com/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "domains",
          "name": "Squarespace Domains",
          "category": "domains",
          "description": "Domain registration",
          "sla_url": "https://www.squarespace.com/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "email",
          "name": "Squarespace Email Campaigns",
          "category": "email-marketing",
          "description": "Email marketing",
          "sla_url": "https://www.squarespace.com/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "scheduling",
          "name": "Squarespace Scheduling",
          "category": "scheduling",
          "description": "Appointment scheduling",
          "sla_url": "https://www.squarespace.com/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "websites",
          "name": "Squarespace Websites",
          "category": "website-builder",
          "description": "Website hosting and builder",
          "sla_url": "https://www.squarespace.com/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Squarespace is a E-commerce provider. See the official SLA at [https://www.squarespace.com/terms-of-service](https://www.squarespace.com/terms-of-service).\n\n<!-- Add human-readable notes about Squarespace's SLA nuances here. -->"
    },
    {
      "slug": "stripe",
      "name": "Stripe",
      "vendor": "Stripe, Inc.",
      "website": "https://stripe.com",
      "category": "finance-and-payments",
      "category_name": "Finance & Payments",
      "tags": [],
      "sla_url": "https://stripe.com/legal/ssa",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support Dashboard",
        "url": "https://support.stripe.com",
        "required_evidence": [
          "Account ID",
          "Affected API endpoints",
          "Incident timestamps",
          "Failed request IDs",
          "Business impact description"
        ],
        "review_days": 30,
        "credit_application": "Applied to Stripe balance"
      },
      "exclusions": [
        "Scheduled maintenance with 24h notice",
        "Force majeure events",
        "Customer integration issues",
        "Rate limiting",
        "Sandbox/test mode"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": true,
          "response_time": "< 24 hours"
        },
        {
          "name": "Premium",
          "slug": "premium",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "payments",
          "name": "Stripe Payments",
          "category": "payments",
          "description": "Payment processing API",
          "sla_url": "https://stripe.com/legal/ssa",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "connect",
          "name": "Stripe Connect",
          "category": "payments",
          "description": "Marketplace payments platform",
          "sla_url": "https://stripe.com/legal/ssa",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "billing",
          "name": "Stripe Billing",
          "category": "billing",
          "description": "Subscription management",
          "sla_url": "https://stripe.com/legal/ssa",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "dashboard",
          "name": "Stripe Dashboard",
          "category": "management",
          "description": "Management dashboard",
          "sla_url": "https://stripe.com/legal/ssa",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "radar",
          "name": "Stripe Radar",
          "category": "fraud",
          "description": "Fraud prevention",
          "sla_url": "https://stripe.com/legal/ssa",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Stripe is a Finance & Payments provider. See the official SLA at [https://stripe.com/legal/ssa](https://stripe.com/legal/ssa).\n\n<!-- Add human-readable notes about Stripe's SLA nuances here. -->"
    },
    {
      "slug": "supabase",
      "name": "Supabase",
      "vendor": "Supabase",
      "website": "https://www.supabase.com",
      "category": "databases-and-data-infrastructure",
      "category_name": "Databases & Data Infrastructure",
      "tags": [],
      "sla_url": "https://supabase.com/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 20,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 15
          },
          {
            "below": 98,
            "credit": 20
          },
          {
            "below": 96,
            "credit": 30
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_month",
        "business_days": false,
        "method": "Email",
        "url": "mailto:support@supabase.io",
        "required_evidence": [
          "Affected organization, service(s), region(s), and project(s)",
          "Specific dates and times (in 5-minute intervals) of unavailability",
          "Supporting logs or monitoring data"
        ],
        "review_days": 30,
        "credit_application": "Applied to future billing charges (non-refundable)"
      },
      "exclusions": [
        "Third-party vendors (AWS, Cloudflare, GCP, Azure, GitHub)",
        "Integration partner failures",
        "Force majeure / ISP outages",
        "Customer actions or misconfigurations",
        "Insufficient resource provisioning",
        "Unsupported extensions or versions",
        "Customer-initiated schema changes",
        "Account suspension per terms"
      ],
      "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": "auth",
          "name": "Supabase Auth",
          "category": "authentication",
          "description": "User authentication",
          "sla_url": "https://supabase.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "database",
          "name": "Supabase Database (Postgres)",
          "category": "database",
          "description": "Managed PostgreSQL",
          "sla_url": "https://supabase.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "edge-functions",
          "name": "Supabase Edge Functions",
          "category": "serverless",
          "description": "Edge compute",
          "sla_url": "https://supabase.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "realtime",
          "name": "Supabase Realtime",
          "category": "database",
          "description": "Real-time subscriptions",
          "sla_url": "https://supabase.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "storage",
          "name": "Supabase Storage",
          "category": "storage",
          "description": "Object storage",
          "sla_url": "https://supabase.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "vector",
          "name": "Supabase Vector",
          "category": "ai",
          "description": "Vector embeddings (pgvector)",
          "sla_url": "https://supabase.com/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Supabase is a Database & Data Infrastructure provider. See the official SLA at [https://supabase.com/sla](https://supabase.com/sla).\n\n<!-- Add human-readable notes about Supabase's SLA nuances here. -->"
    },
    {
      "slug": "surveymonkey",
      "name": "SurveyMonkey",
      "vendor": "SurveyMonkey",
      "website": "https://www.surveymonkey.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://www.surveymonkey.com/mp/legal/terms-of-use/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://help.surveymonkey.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": "cx",
          "name": "GetFeedback",
          "category": "cx",
          "description": "Customer experience surveys",
          "sla_url": "https://www.surveymonkey.com/mp/legal/terms-of-use/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "audience",
          "name": "SurveyMonkey Audience",
          "category": "research",
          "description": "Market research panel",
          "sla_url": "https://www.surveymonkey.com/mp/legal/terms-of-use/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "surveys",
          "name": "SurveyMonkey Surveys",
          "category": "survey",
          "description": "Survey creation and distribution",
          "sla_url": "https://www.surveymonkey.com/mp/legal/terms-of-use/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "forms",
          "name": "Wufoo Forms",
          "category": "forms",
          "description": "Online form builder",
          "sla_url": "https://www.surveymonkey.com/mp/legal/terms-of-use/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "SurveyMonkey (Momentive) is a Enterprise Software provider. See the official legal terms at [https://www.surveymonkey.com/mp/legal/terms-of-use/](https://www.surveymonkey.com/mp/legal/terms-of-use/) and the [Governing Services Agreement](https://www.surveymonkey.com/mp/legal/gsa/).\n\n<!--\nAs of 2026-06-19, SurveyMonkey publishes no public uptime SLA with service\ncredits. The Terms of Use, Governing Services Agreement, Security Statement, and\nEnterprise Service-Specific Terms contain no defined availability percentage or\ncredit remedy. Any uptime/availability commitment for enterprise customers is\nset in individual Order Forms (referenced by Enterprise Service-Specific Terms\nsection 3.7), which are not public. The 99.9 uptime and 0 credit figures below\nare unverified against the vendor domain; flagged needs_review.\n-->"
    },
    {
      "slug": "tableau",
      "name": "Tableau",
      "vendor": "Tableau",
      "website": "https://www.tableau.com",
      "category": "analytics-and-bi",
      "category_name": "Analytics & BI",
      "tags": [],
      "sla_url": "https://www.tableau.com/legal",
      "last_verified": "2026-06-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Salesforce Support",
        "url": "https://www.tableau.com/support",
        "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": "cloud",
          "name": "Tableau Cloud",
          "category": "bi",
          "description": "Cloud-hosted analytics platform",
          "sla_url": "https://www.tableau.com/legal/tosa",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "data-management",
          "name": "Tableau Data Management",
          "category": "data-governance",
          "description": "Data cataloging and governance",
          "sla_url": "https://www.tableau.com/legal/tosa",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "prep",
          "name": "Tableau Prep",
          "category": "data-preparation",
          "description": "Data preparation and cleaning",
          "sla_url": "https://www.tableau.com/legal/tosa",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "server",
          "name": "Tableau Server",
          "category": "bi",
          "description": "Self-hosted analytics server",
          "sla_url": "https://www.tableau.com/legal/tosa",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Tableau is a Business Intelligence provider. See the official SLA at [https://www.tableau.com/legal](https://www.tableau.com/legal).\n\n<!-- Add human-readable notes about Tableau's SLA nuances here. -->"
    },
    {
      "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": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 10,
        "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": [
        {
          "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": "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,
          "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,
          "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,
          "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,
          "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,
          "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. -->"
    },
    {
      "slug": "tenable",
      "name": "Tenable",
      "vendor": "Tenable",
      "website": "https://www.tenable.com",
      "category": "security-and-identity",
      "category_name": "Security & Identity",
      "tags": [],
      "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Commitment.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 20,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.95,
            "credit": 10
          },
          {
            "below": 95,
            "credit": 15
          },
          {
            "below": 90,
            "credit": 20
          }
        ]
      },
      "claim_process": {
        "deadline_days": 10,
        "deadline_basis": "end_of_month",
        "business_days": false,
        "method": "Email",
        "url": "mailto:credits@tenable.com",
        "required_evidence": [],
        "review_days": null,
        "credit_application": "Non-refundable; may only be applied to future upgrades or renewals of the affected Hosted Services"
      },
      "exclusions": [
        "Regular Maintenance",
        "Scheduled Maintenance",
        "Force Majeure Events",
        "Customer breach of the SLA or Agreement",
        "Customer environment, internal networks, computer systems, firewalls or inability to connect to the internet",
        "Failures of upstream service providers (e.g. AWS)"
      ],
      "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": "asm",
          "name": "Tenable Attack Surface Management",
          "category": "asm",
          "description": "External attack surface discovery",
          "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Commitment.pdf",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cs",
          "name": "Tenable Cloud Security",
          "category": "cspm",
          "description": "Cloud security posture management",
          "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Commitment.pdf",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ad",
          "name": "Tenable Identity Exposure",
          "category": "identity-security",
          "description": "Active Directory security",
          "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Commitment.pdf",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "lumin",
          "name": "Tenable Lumin",
          "category": "risk-analytics",
          "description": "Cyber exposure analytics",
          "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Commitment.pdf",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "io",
          "name": "Tenable Vulnerability Management",
          "category": "vulnerability-management",
          "description": "Cloud-based vulnerability scanning",
          "sla_url": "https://static.tenable.com/prod_docs/Service_Level_Commitment.pdf",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Tenable is a Security & Identity provider. See the official SLA at [https://static.tenable.com/prod_docs/Service_Level_Commitment.pdf](https://static.tenable.com/prod_docs/Service_Level_Commitment.pdf).\n\n<!-- Add human-readable notes about Tenable's SLA nuances here. -->"
    },
    {
      "slug": "twilio",
      "name": "Twilio",
      "vendor": "Twilio",
      "website": "https://www.twilio.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "flat",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.95,
            "credit": 10
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "end_of_calendar_month",
        "business_days": false,
        "method": "Customer Support request",
        "url": "https://help.twilio.com",
        "required_evidence": [
          "\"SLA Claim\" as the support ticket subject",
          "Dates and times of each instance of unavailable monthly API time",
          "Documentation of the unavailable API time"
        ],
        "review_days": null,
        "credit_application": "Applied to future amounts payable (not a refund)"
      },
      "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": "conversations",
          "name": "Twilio Conversations",
          "category": "messaging",
          "description": "Multi-channel messaging",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "flex",
          "name": "Twilio Flex",
          "category": "contact-center",
          "description": "Cloud contact center",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "segment",
          "name": "Twilio Segment",
          "category": "cdp",
          "description": "Customer data platform",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sms",
          "name": "Twilio SMS",
          "category": "messaging",
          "description": "SMS messaging API",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "verify",
          "name": "Twilio Verify",
          "category": "identity",
          "description": "Phone verification",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "video",
          "name": "Twilio Video",
          "category": "video",
          "description": "Video calling platform",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "voice",
          "name": "Twilio Voice",
          "category": "voice",
          "description": "Programmable voice calls",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "whatsapp",
          "name": "Twilio WhatsApp",
          "category": "messaging",
          "description": "WhatsApp Business API",
          "sla_url": "https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis",
          "uptime": 99.95,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Twilio is a Communication & Collaboration provider. See the official SLA at [https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis](https://www.twilio.com/en-us/legal/service-level-agreement/twilio-apis).\n\n<!-- Add human-readable notes about Twilio's SLA nuances here. -->"
    },
    {
      "slug": "typeform",
      "name": "Typeform",
      "vendor": "Typeform",
      "website": "https://www.typeform.com",
      "category": "productivity",
      "category_name": "Productivity",
      "tags": [],
      "sla_url": "https://www.typeform.com/terms-service/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "none",
        "remedy": "termination_only",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "N/A - No SLA credits available",
        "url": "https://www.typeform.com/help/",
        "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": "api",
          "name": "Typeform API",
          "category": "api",
          "description": "Form and responses API",
          "sla_url": "https://www.typeform.com/mea",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "forms",
          "name": "Typeform Forms",
          "category": "forms",
          "description": "Interactive forms",
          "sla_url": "https://www.typeform.com/mea",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "surveys",
          "name": "Typeform Surveys",
          "category": "survey",
          "description": "Survey creation",
          "sla_url": "https://www.typeform.com/mea",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "videoask",
          "name": "VideoAsk",
          "category": "video",
          "description": "Video-based interactions",
          "sla_url": "https://www.typeform.com/mea",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Typeform is a Enterprise Software provider. See the official SLA at [https://www.typeform.com/terms-service/](https://www.typeform.com/terms-service/).\n\n<!-- Add human-readable notes about Typeform's SLA nuances here. -->"
    },
    {
      "slug": "ukg",
      "name": "UKG",
      "vendor": "UKG",
      "website": "https://www.ukg.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://www.ukg.com/legal",
      "last_verified": "2026-06-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.ukg.com/support",
        "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": "dimensions",
          "name": "UKG Dimensions",
          "category": "workforce-management",
          "description": "Workforce management",
          "sla_url": "https://www.ukg.com/legal",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payroll",
          "name": "UKG Payroll",
          "category": "payroll",
          "description": "Payroll processing",
          "sla_url": "https://www.ukg.com/legal",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "pro",
          "name": "UKG Pro",
          "category": "hcm",
          "description": "Enterprise HCM suite",
          "sla_url": "https://www.ukg.com/legal",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ready",
          "name": "UKG Ready",
          "category": "hcm",
          "description": "Mid-market HCM",
          "sla_url": "https://www.ukg.com/legal",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "talk",
          "name": "UKG Talk",
          "category": "employee-engagement",
          "description": "Employee communications",
          "sla_url": "https://www.ukg.com/legal",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "UKG is a HR & People Operations provider. See the official SLA at [https://www.ukg.com/legal](https://www.ukg.com/legal).\n\n<!-- Add human-readable notes about UKG's SLA nuances here. -->"
    },
    {
      "slug": "veeam",
      "name": "Veeam",
      "vendor": "Veeam",
      "website": "https://www.veeam.com",
      "category": "cloud-infrastructure",
      "category_name": "Cloud Infrastructure",
      "tags": [],
      "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 100,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 100
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://www.veeam.com/support.html",
        "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": "backup",
          "name": "Veeam Backup & Replication",
          "category": "backup",
          "description": "Enterprise backup solution",
          "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "m365",
          "name": "Veeam Backup for Microsoft 365",
          "category": "backup",
          "description": "Microsoft 365 backup",
          "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "cloud",
          "name": "Veeam Cloud Connect",
          "category": "cloud-backup",
          "description": "Cloud backup service",
          "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "one",
          "name": "Veeam ONE",
          "category": "monitoring",
          "description": "Backup monitoring and analytics",
          "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "recovery",
          "name": "Veeam Recovery Orchestrator",
          "category": "dr",
          "description": "Disaster recovery orchestration",
          "sla_url": "https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Veeam is a Storage & Backup provider. See the official SLA at [https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html](https://www.veeam.com/legal/veeam-data-cloud-service-agreement.html).\n\n<!-- Add human-readable notes about Veeam's SLA nuances here. -->"
    },
    {
      "slug": "vercel",
      "name": "Vercel",
      "vendor": "Vercel",
      "website": "https://www.vercel.com",
      "category": "cloud-infrastructure",
      "category_name": "Cloud Infrastructure",
      "tags": [],
      "sla_url": "https://vercel.com/legal/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 50,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.99,
            "credit": 10
          },
          {
            "below": 99,
            "credit": 25
          },
          {
            "below": 95,
            "credit": 50
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "credit_eligibility_date",
        "business_days": false,
        "method": "Written notice to Vercel",
        "url": null,
        "required_evidence": [
          "Log files showing Unscheduled Downtime and the date and time it occurred"
        ],
        "review_days": 60,
        "credit_application": "Monetary credit applied to future use of the Services"
      },
      "exclusions": [
        "Scheduled maintenance",
        "Failure of any third-party vendor",
        "The Internet in general",
        "Factors outside Vercel's reasonable control",
        "Your software or hardware, or third party software or hardware",
        "Force majeure events",
        "Components that do not serve customer content (e.g. APIs or CLI)"
      ],
      "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": "platform",
          "name": "Vercel Platform",
          "category": "hosting",
          "description": "The platform as a service that serves customer content to websites and/or applications. Per the SLA, components that do not serve customer content (e.g. APIs or CLI) are excluded.",
          "sla_url": "https://vercel.com/legal/sla",
          "uptime": 99.99,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Vercel is a Cloud Infrastructure provider. See the official SLA at [https://vercel.com/legal/sla](https://vercel.com/legal/sla).\n\n<!-- Add human-readable notes about Vercel's SLA nuances here. -->"
    },
    {
      "slug": "vimeo",
      "name": "Vimeo",
      "vendor": "Vimeo",
      "website": "https://www.vimeo.com",
      "category": "content-and-media",
      "category_name": "Content & Media",
      "tags": [],
      "sla_url": "https://vimeo.com/legal/enterprise-terms/sla",
      "last_verified": "2026-06-19",
      "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": 60,
        "deadline_basis": "end_of_month",
        "business_days": false,
        "method": "Account manager",
        "url": "https://vimeo.com/legal/enterprise-terms/sla",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 30,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Scheduled Maintenance up to two (2) hours per calendar month",
        "Emergency Maintenance up to one (1) hour per calendar month",
        "Force majeure events",
        "Outages affecting more than 50% of U.S. Internet traffic",
        "Unavailability of Amazon or Google cloud-based services",
        "Blocking or throttling by an Internet service provider or transit provider",
        "Customer intentional acts, errors, or omissions"
      ],
      "support_tiers": [
        {
          "name": "Standard",
          "slug": "standard",
          "price": "Included",
          "sla_eligible": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "hosting",
          "name": "Video Hosting",
          "category": "video",
          "description": "Video hosting and storage",
          "sla_url": "https://vimeo.com/legal/enterprise-terms/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "live",
          "name": "Vimeo Live",
          "category": "streaming",
          "description": "Live streaming",
          "sla_url": "https://vimeo.com/legal/enterprise-terms/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ott",
          "name": "Vimeo OTT",
          "category": "streaming",
          "description": "OTT streaming service",
          "sla_url": "https://vimeo.com/legal/enterprise-terms/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "player",
          "name": "Vimeo Player",
          "category": "video",
          "description": "Embeddable video player",
          "sla_url": "https://vimeo.com/legal/enterprise-terms/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "record",
          "name": "Vimeo Record",
          "category": "video",
          "description": "Screen recording",
          "sla_url": "https://vimeo.com/legal/enterprise-terms/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Vimeo is a Content & Media provider. See the official SLA at [https://vimeo.com/legal/enterprise-terms/sla](https://vimeo.com/legal/enterprise-terms/sla).\n\nVimeo's SLA is not public/universal: it only applies to Vimeo Enterprise, Vimeo OTT, and Livestream platforms, and only \"if specifically referenced on your Order Form or to Livestream subscription services purchased prior to April 16, 2020.\" Standard consumer plans are not covered.\n\n<!-- Add human-readable notes about Vimeo's SLA nuances here. -->"
    },
    {
      "slug": "vonage",
      "name": "Vonage",
      "vendor": "Vonage",
      "website": "https://www.vonage.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.vonage.com/legal/",
      "last_verified": "2026-06-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://developer.vonage.com/support",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "business-communications",
          "name": "Vonage Business Communications",
          "category": "ucaas",
          "description": "Unified communications",
          "sla_url": "https://www.vonage.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "contact-center",
          "name": "Vonage Contact Center",
          "category": "ccaas",
          "description": "Contact center platform",
          "sla_url": "https://www.vonage.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api-sms",
          "name": "Vonage SMS API",
          "category": "cpaas",
          "description": "SMS messaging APIs",
          "sla_url": "https://www.vonage.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api-video",
          "name": "Vonage Video API",
          "category": "cpaas",
          "description": "Video APIs",
          "sla_url": "https://www.vonage.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api-voice",
          "name": "Vonage Voice API",
          "category": "cpaas",
          "description": "Voice APIs",
          "sla_url": "https://www.vonage.com/legal/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Vonage is a Communication & Collaboration provider. See the official SLA at [https://www.vonage.com/legal/sla/](https://www.vonage.com/legal/sla/).\n\n<!-- Add human-readable notes about Vonage's SLA nuances here. -->"
    },
    {
      "slug": "webex",
      "name": "Webex",
      "vendor": "Webex",
      "website": "https://www.webex.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Cisco TAC",
        "url": "https://help.webex.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "calling",
          "name": "Webex Calling",
          "category": "voice",
          "description": "Cloud calling",
          "sla_url": "https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/webex.pdf",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "contact-center",
          "name": "Webex Contact Center",
          "category": "ccaas",
          "description": "Contact center platform",
          "sla_url": "https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "events",
          "name": "Webex Events",
          "category": "events",
          "description": "Virtual events platform",
          "sla_url": "https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "meetings",
          "name": "Webex Meetings",
          "category": "video",
          "description": "Video conferencing",
          "sla_url": "https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/webex.pdf",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "messaging",
          "name": "Webex Messaging",
          "category": "chat",
          "description": "Team messaging",
          "sla_url": "https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/webex.pdf",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Webex is a Communication & Collaboration provider. Cisco's official terms are published at [https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html](https://www.cisco.com/c/en/us/about/legal/cloud-and-software/software-terms.html). Cisco does not publish a public uptime SLA with service credits for Webex; the [Webex Offer Description](https://www.cisco.com/c/dam/en_us/about/doing_business/legal/OfferDescriptions/webex.pdf) defines support response objectives only.\n\n<!-- Add human-readable notes about Webex's SLA nuances here. -->"
    },
    {
      "slug": "webflow",
      "name": "Webflow",
      "vendor": "Webflow",
      "website": "https://www.webflow.com",
      "category": "e-commerce",
      "category_name": "E-commerce",
      "tags": [],
      "sla_url": "https://webflow.com/legal/sla",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "flat",
        "remedy": "service_credit",
        "max_credit_percent": 25,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": "Written request to Webflow",
        "url": "https://support.webflow.com/get-support",
        "required_evidence": [
          "Notice of downtime",
          "Initial time of downtime"
        ],
        "review_days": null,
        "credit_application": "Applied toward ensuing Renewal Term"
      },
      "exclusions": [
        "Scheduled maintenance",
        "Outages of third-party applications, utilities, or connections integrated by Customer (e.g. plug-ins or APIs)",
        "Components, processes, or systems not within Webflow's exclusive control (e.g. Customer proxies or DNS resolvers)",
        "Third-party denial of service or malicious attacks",
        "Force Majeure Events"
      ],
      "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": "cms",
          "name": "Webflow CMS",
          "category": "cms",
          "description": "Content management system",
          "sla_url": "https://webflow.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "designer",
          "name": "Webflow Designer",
          "category": "design",
          "description": "Visual web design tool",
          "sla_url": "https://webflow.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "ecommerce",
          "name": "Webflow Ecommerce",
          "category": "e-commerce",
          "description": "E-commerce functionality",
          "sla_url": "https://webflow.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hosting",
          "name": "Webflow Hosting",
          "category": "hosting",
          "description": "Website hosting",
          "sla_url": "https://webflow.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "logic",
          "name": "Webflow Logic",
          "category": "automation",
          "description": "Visual automation builder",
          "sla_url": "https://webflow.com/legal/sla",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Webflow is a E-commerce provider. See the official SLA at [https://webflow.com/legal/sla](https://webflow.com/legal/sla).\n\n<!-- Add human-readable notes about Webflow's SLA nuances here. -->"
    },
    {
      "slug": "wix",
      "name": "Wix",
      "vendor": "Wix",
      "website": "https://www.wix.com",
      "category": "e-commerce",
      "category_name": "E-commerce",
      "tags": [],
      "sla_url": "https://www.wix.com/about/terms-of-use/enterprise",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 10,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 10
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "eligibility_date",
        "business_days": false,
        "method": "Support",
        "url": "https://support.wix.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": false,
          "response_time": "< 24 hours"
        },
        {
          "name": "Enterprise",
          "slug": "enterprise",
          "price": "Custom",
          "sla_eligible": true,
          "response_time": "< 1 hour"
        }
      ],
      "services": [
        {
          "id": "blog",
          "name": "Wix Blog",
          "category": "cms",
          "description": "Blogging platform",
          "sla_url": "https://www.wix.com/about/terms-of-use/enterprise",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "bookings",
          "name": "Wix Bookings",
          "category": "scheduling",
          "description": "Booking and scheduling",
          "sla_url": "https://www.wix.com/about/terms-of-use/enterprise",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "stores",
          "name": "Wix Stores",
          "category": "e-commerce",
          "description": "E-commerce solution",
          "sla_url": "https://www.wix.com/about/terms-of-use/enterprise",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "studio",
          "name": "Wix Studio",
          "category": "design",
          "description": "Advanced design tools",
          "sla_url": "https://www.wix.com/about/terms-of-use/enterprise",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "websites",
          "name": "Wix Websites",
          "category": "website-builder",
          "description": "Website builder platform",
          "sla_url": "https://www.wix.com/about/terms-of-use/enterprise",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Wix is a E-commerce provider. The public credit-backed SLA (\"Exhibit B - Wix Enterprise Plan SLA\") applies only to the Wix Enterprise Plan: 99.9% Annual Uptime Percentage, 10% Service Credit, claims within 30 days, request-based (not automatic). See the official SLA at [https://www.wix.com/about/terms-of-use/enterprise](https://www.wix.com/about/terms-of-use/enterprise).\n\n<!-- Add human-readable notes about Wix's SLA nuances here. -->"
    },
    {
      "slug": "workable",
      "name": "Workable",
      "vendor": "Workable",
      "website": "https://www.workable.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://www.workable.com/legal/additional-terms?tab=service-level-agreement",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 30,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.8,
            "credit": 10
          },
          {
            "below": 97,
            "credit": 25
          }
        ]
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://help.workable.com",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 30,
        "credit_application": "Applied to next invoice"
      },
      "exclusions": [
        "Scheduled Downtime (notified at least one business day prior)",
        "Emergency Downtime (vulnerability remediation)",
        "Slowness or other performance issues with individual features",
        "Issues related to external apps or third-party providers beyond Workable's control",
        "Products or features identified as pilot, alpha, beta or similar",
        "External network or equipment problems outside Workable's reasonable control"
      ],
      "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": "video",
          "name": "Video Interviews",
          "category": "video",
          "description": "Video interviewing",
          "sla_url": "https://www.workable.com/legal/additional-terms?tab=service-level-agreement",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hr",
          "name": "Workable HR",
          "category": "hris",
          "description": "HR management",
          "sla_url": "https://www.workable.com/legal/additional-terms?tab=service-level-agreement",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "recruiting",
          "name": "Workable Recruiting",
          "category": "ats",
          "description": "Applicant tracking",
          "sla_url": "https://www.workable.com/legal/additional-terms?tab=service-level-agreement",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "sourcing",
          "name": "Workable Sourcing",
          "category": "sourcing",
          "description": "AI-powered sourcing",
          "sla_url": "https://www.workable.com/legal/additional-terms?tab=service-level-agreement",
          "uptime": 99.8,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Workable is a HR & People Operations provider. See the official SLA at [https://www.workable.com/legal/additional-terms?tab=service-level-agreement](https://www.workable.com/legal/additional-terms?tab=service-level-agreement).\n\nNote: Workable's SLA commits to a Monthly Uptime Percentage of 99.8% or greater. Service Credits are expressed in days of Services (7 / 14 / 30 days), pro-rated against the Workable Annual Plan fees, and must be requested in writing. The SLA does not state a deadline (in days) for submitting credit requests.\n\n<!-- Add human-readable notes about Workable's SLA nuances here. -->"
    },
    {
      "slug": "workday",
      "name": "Workday",
      "vendor": "Workday",
      "website": "https://www.workday.com",
      "category": "hr-and-people-operations",
      "category_name": "HR & People Operations",
      "tags": [],
      "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf",
      "last_verified": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "manual",
        "remedy": "request",
        "max_credit_percent": 30,
        "automatic": false,
        "credit_tiers": [
          {
            "below": 99.9,
            "credit": 30
          }
        ]
      },
      "claim_process": {
        "deadline_days": null,
        "deadline_basis": null,
        "business_days": false,
        "method": null,
        "url": null,
        "required_evidence": [],
        "review_days": null,
        "credit_application": "Deducted from next invoice for Subscription Fees, or refunded if no subsequent invoice"
      },
      "exclusions": [
        "Customer acts or omissions (incl. use inconsistent with Documentation)",
        "Events outside Workday's reasonable control (force majeure)",
        "Customer or third-party software, hardware, or services",
        "Applications developed under the Workday Developer Program",
        "Scheduled maintenance windows"
      ],
      "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": "planning",
          "name": "Workday Adaptive Planning",
          "category": "finance",
          "description": "Financial planning and analysis",
          "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "financials",
          "name": "Workday Financial Management",
          "category": "finance",
          "description": "Enterprise financials and accounting",
          "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "hcm",
          "name": "Workday HCM",
          "category": "hcm",
          "description": "Human Capital Management - core HR",
          "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "learning",
          "name": "Workday Learning",
          "category": "hcm",
          "description": "Learning management system",
          "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payroll",
          "name": "Workday Payroll",
          "category": "hcm",
          "description": "Payroll processing - critical timing",
          "sla_url": "https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Workday is a HR & People Operations provider. See the official SLA at [Universal Service Level Availability and Support Policy](https://www.workday.com/content/dam/web/en-us/documents/legal/usla.pdf) (last updated June 4, 2026). Workday commits to 99.9% monthly uptime for all Workday Service product lines (HiredScore is 99.5%). Service credits are not automatic: a customer must request remedies, which escalate by the number of Failures in a rolling six-month period (corrective-action meeting for the 1st, then 10%/20%/30% of the affected Service's monthly Subscription Fee for the 2nd/3rd/4th).\n\n<!-- Add human-readable notes about Workday's SLA nuances here. -->"
    },
    {
      "slug": "xero",
      "name": "Xero",
      "vendor": "Xero",
      "website": "https://www.xero.com",
      "category": "finance-and-payments",
      "category_name": "Finance & Payments",
      "tags": [],
      "sla_url": "https://www.xero.com/legal/terms/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Xero Central",
        "url": "https://central.xero.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": "accounting",
          "name": "Xero Accounting",
          "category": "accounting",
          "description": "Cloud accounting",
          "sla_url": "https://www.xero.com/legal/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "api",
          "name": "Xero API",
          "category": "apis",
          "description": "Developer API",
          "sla_url": "https://www.xero.com/legal/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "expenses",
          "name": "Xero Expenses",
          "category": "expense",
          "description": "Expense management",
          "sla_url": "https://www.xero.com/legal/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "payroll",
          "name": "Xero Payroll",
          "category": "payroll",
          "description": "Payroll processing",
          "sla_url": "https://www.xero.com/legal/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "projects",
          "name": "Xero Projects",
          "category": "project-management",
          "description": "Project tracking",
          "sla_url": "https://www.xero.com/legal/terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Xero is a Finance & Payments provider. See the official SLA at [https://www.xero.com/legal/terms/](https://www.xero.com/legal/terms/).\n\n<!-- Add human-readable notes about Xero's SLA nuances here. -->"
    },
    {
      "slug": "zapier",
      "name": "Zapier",
      "vendor": "Zapier",
      "website": "https://www.zapier.com",
      "category": "developer-tools",
      "category_name": "Developer Tools",
      "tags": [],
      "sla_url": "https://zapier.com/legal",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Support",
        "url": "https://zapier.com/help",
        "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": "interfaces",
          "name": "Zapier Interfaces",
          "category": "app-builder",
          "description": "No-code app builder",
          "sla_url": "https://zapier.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "tables",
          "name": "Zapier Tables",
          "category": "database",
          "description": "No-code database",
          "sla_url": "https://zapier.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "transfer",
          "name": "Zapier Transfer",
          "category": "data-migration",
          "description": "Bulk data transfer",
          "sla_url": "https://zapier.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "zaps",
          "name": "Zapier Zaps",
          "category": "automation",
          "description": "Workflow automations",
          "sla_url": "https://zapier.com/legal/terms-of-service",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Zapier is a Integration & Automation provider. See Zapier's legal documents at [https://zapier.com/legal](https://zapier.com/legal). Note: Zapier does not publish a public standalone SLA; its uptime SLA is Enterprise-tier and provided under the Enterprise Agreement.\n\n<!-- Add human-readable notes about Zapier's SLA nuances here. -->"
    },
    {
      "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": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 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",
        "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": "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,
          "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,
          "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,
          "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,
          "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,
          "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,
          "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. -->"
    },
    {
      "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/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 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": [
        {
          "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": "books",
          "name": "Zoho Books",
          "category": "accounting",
          "description": "Accounting software",
          "sla_url": "https://help.zoho.com/portal/en/kb/crm/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "campaigns",
          "name": "Zoho Campaigns",
          "category": "email-marketing",
          "description": "Email marketing",
          "sla_url": "https://help.zoho.com/portal/en/kb/crm/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "crm",
          "name": "Zoho CRM",
          "category": "crm",
          "description": "Customer relationship management",
          "sla_url": "https://help.zoho.com/portal/en/kb/crm/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "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/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "people",
          "name": "Zoho People",
          "category": "hr",
          "description": "HR management",
          "sla_url": "https://help.zoho.com/portal/en/kb/crm/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "projects",
          "name": "Zoho Projects",
          "category": "project-management",
          "description": "Project management",
          "sla_url": "https://help.zoho.com/portal/en/kb/crm/getting-started/product-architecture-and-reliability/articles/zoho-crm-uptime-sla-and-availability",
          "uptime": 99.9,
          "uptime_scope": "global",
          "sla_eligible": true,
          "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. -->"
    },
    {
      "slug": "zoom",
      "name": "Zoom",
      "vendor": "Zoom",
      "website": "https://www.zoom.com",
      "category": "communication-and-collaboration",
      "category_name": "Communication & Collaboration",
      "tags": [],
      "sla_url": "https://www.zoom.com/en/trust/terms/",
      "last_verified": "2025-12-20",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": null,
        "automatic": false,
        "credit_tiers": []
      },
      "claim_process": {
        "deadline_days": 30,
        "deadline_basis": "incident_date",
        "business_days": false,
        "method": "Zoom Support",
        "url": "https://support.zoom.com/hc/en/contact",
        "required_evidence": [
          "Account ID",
          "Affected services",
          "Incident timestamps",
          "Impact description"
        ],
        "review_days": 15,
        "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": "meetings",
          "name": "Zoom Meetings",
          "category": "video",
          "description": "Video conferencing",
          "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "phone",
          "name": "Zoom Phone",
          "category": "ucaas",
          "description": "Cloud phone system",
          "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "rooms",
          "name": "Zoom Rooms",
          "category": "hardware",
          "description": "Conference room solution",
          "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "chat",
          "name": "Zoom Team Chat",
          "category": "messaging",
          "description": "Team messaging",
          "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        },
        {
          "id": "webinars",
          "name": "Zoom Webinars",
          "category": "events",
          "description": "Large-scale events",
          "sla_url": "https://www.zoom.com/en/trust/premier-support-terms/",
          "uptime": null,
          "uptime_scope": "global",
          "sla_eligible": true,
          "credit_policy": null
        }
      ],
      "notes": "Zoom is a Communication & Collaboration provider. See the official SLA at [https://www.zoom.com/en/trust/terms/](https://www.zoom.com/en/trust/terms/).\n\n<!-- Add human-readable notes about Zoom's SLA nuances here. -->"
    },
    {
      "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": "2026-06-19",
      "status_page": null,
      "scope": "global",
      "default_credit_policy": {
        "calculation": "tiered",
        "remedy": "credit",
        "max_credit_percent": 30,
        "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": [
        {
          "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": "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,
          "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,
          "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,
          "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,
          "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. -->"
    }
  ]
}