{
  "schema_version": "1.2.0",
  "generated_at": "2026-06-25T14:02:27.268Z",
  "last_modified": "2026-06-25",
  "result": {
    "slug": "loom",
    "name": "Loom",
    "vendor": "Atlassian Network Services, Inc.",
    "website": "https://www.loom.com",
    "category": "communication-and-collaboration",
    "category_name": "Communication & Collaboration",
    "tags": [],
    "sla_url": "https://www.atlassian.com/legal/sla",
    "last_verified": "2026-06-25",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.9,
    "max_credit_percent": null,
    "max_credit": {
      "kind": "uncapped",
      "label": "No stated cap",
      "value": null,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "paid",
    "needs_review": true,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": null,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": []
    },
    "claim_process": {
      "deadline_days": null,
      "deadline_basis": "month_end",
      "business_days": false,
      "method": "Support ticket",
      "url": "https://support.loom.com",
      "required_evidence": [],
      "review_days": null,
      "credit_application": null
    },
    "exclusions": [
      "Standard plan customers (no SLA)",
      "Scheduled maintenance",
      "Force majeure events",
      "Customer-caused issues"
    ],
    "support": null,
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Free/Subscription",
        "sla_eligible": false,
        "response_time": null
      },
      {
        "name": "Business + AI",
        "slug": "business-ai",
        "price": "Subscription",
        "sla_eligible": true,
        "response_time": null
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": null
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "loom-video-messaging",
        "name": "Loom Video Messaging",
        "category": "communication-and-collaboration",
        "description": "Async video messaging and screen recording for team communication",
        "sla_url": "https://www.atlassian.com/legal/sla",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-25",
        "credit_policy": null
      }
    ],
    "notes": "Loom (acquired by Atlassian in 2023; operated under Atlassian Network Services, Inc.) is an async video messaging and screen recording platform. Since April 1, 2025, Business+AI plan subscribers have a 99.9% monthly uptime SLA and Enterprise subscribers get 99.95%. Standard plan has no uptime SLA. Claims must be submitted by the 15th of the month following the incident. Credit tier percentages are in Atlassian SLA Appendix B — consult the Atlassian Customer Agreement for the full schedule."
  }
}