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Credit-backed
Publishes an SLA backed by tiered service credits: 99.93% uptime, credits up to 10%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.93%
Uptime
10%
Max credit
30d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support · qualtrics.com/support/
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 · 5
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
BrandXM
Brand experience management
Brand
99.9%
covered
CustomerXM
Customer experience management
CX
99.9%
covered
EmployeeXM
Employee experience management
EX
99.9%
covered
ProductXM
Product experience management
Product
99.9%
covered
Research Core
Survey and research platform
Research
99.9%
covered
Notes — Qualtrics is a Enterprise Software provider. See the official SLA at https://www.qualtrics.com/legal/customers/service-level-agreement/.
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