{
  "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": "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": 10
      },
      {
        "below": 99,
        "credit": 15
      }
    ]
  },
  "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": 99.9,
      "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": 99.9,
      "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": 99.9,
      "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": 99.9,
      "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": 99.9,
      "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/sla",
      "uptime": 99.5,
      "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. -->"
}