{
  "slug": "help-scout",
  "name": "Help Scout",
  "vendor": "Help Scout",
  "website": "https://www.helpscout.com",
  "category": "other-saas",
  "category_name": "Other SaaS",
  "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": 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.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": 99.9,
      "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": 99.9,
      "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": 99.9,
      "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": 99.9,
      "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. -->"
}