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Credit-backed
Publishes an SLA backed by tiered service credits: 99.5% uptime.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.5%
Uptime
10 days
Max credit
30d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support · help.heap.io
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 · 3
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Heap Analytics
Auto-capture analytics
Analytics
99.9%
covered
Heap Connect
Data warehouse sync
Data Integration
99.9%
covered
Session Replay
Session recording
Analytics
99.9%
covered
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/ (referenced from Heap’s Master Services Agreement). The former heap.io SLA page is no longer published.
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