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Termination-only
Publishes an SLA whose only remedy for a missed commitment is contract termination, not a service credit.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.8%
Uptime
—
Max credit
30d
Claim window
Term + refund
Remedy
Standard
Min plan
How to claim
Submission
Written notice of termination · intercom.com/legal/service-level-agreement
Deadline
30 days of incident
Review timeline
Not specified
Credit applied
Pro-rated refund of prepaid fees for the terminated Service
Required evidence: Two consecutive months below Target Availability
Common exclusions
Use of the services in a manner not authorized in the Agreement
General Internet problems, force majeure events, or other factors outside Intercom's reasonable control
Customer's equipment, software, network connections, or other infrastructure
Third party systems, acts, or omissions
Scheduled Maintenance or reasonable emergency maintenance
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 2
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
AI Agent (Fin)
Uptime is achieved when Intercom's AI Agent, Fin, can generate text responses to customer inquiries.
Automation
99.8%
covered
Core Platform
Uptime is achieved when users can successfully engage in key actions such as replying within the Inbox or Messenger platforms.
Chat
99.8%
covered
Notes — Intercom is a Communication & Collaboration provider. See the official SLA at https://www.intercom.com/legal/service-level-agreement. Note: Intercom’s SLA (Effective Date 2025-07-11) targets 99.8% monthly uptime and provides a termination-and-refund remedy rather than service credits. The remedy applies only after two consecutive months below target; Customer must give written termination notice within 30 days after the end of the second such month. This is the Customer’s sole and exclusive remedy.
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