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Credit-backed
Publishes an SLA backed by tiered service credits: 99.8% uptime, credits up to 3%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.8%
Uptime
3%
Max credit
—
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support · support.freshworks.com
Deadline
30 days of incident
Review timeline
30 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 6
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Freshcaller
Cloud phone system
Voice
—
covered
Freshchat
Live chat and messaging
Messaging
—
covered
Freshdesk
Help desk software
Customer Service
—
covered
Freshmarketer
Marketing automation
Marketing
—
covered
Freshsales
Sales CRM
CRM
—
covered
Freshservice
IT service management
ITSM
—
covered
Notes — Freshworks is a CRM & Sales provider. See the official SLA at https://www.freshworks.com/terms/.
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