Does Talkdesk offer a service-level agreement (SLA)?

Yes. Talkdesk backs its service with an SLA: if it misses its uptime commitment you are entitled to service credits.

What is Talkdesk's uptime commitment?

Talkdesk does not publish an uptime-percentage commitment on its standard plan.

How do I claim Talkdesk SLA credits?

Credits are not automatic — you must request them within the SLA's stated claim window.

Vendors › Talkdesk

SLA Profile

Talkdesk

Communication & Collaboration ·talkdesk.com ↗ ·verified 2026-06-23

Official SLA ↗

✓

Credit-backed

Publishes an SLA backed by tiered service credits: 100% uptime, credits up to 10%.

Source: official SLA ↗ · checked 2026-06-23 · View as JSON

100%

Uptime

10%

Max credit

7d

Claim window

Credit

Remedy

Essentials

Min plan

How to claim

Submission Support portal request · support.talkdesk.com/hc/en-us/requests/new

Deadline 7 days of incident

Review timeline Talkdesk shall promptly review the Service Credit Request

Credit applied Applied to customer's account against fees to be paid

Required evidence: Detailed description of the time and circumstances during which the Talkdesk Service was not available

Common exclusions

Customer network issues

Third-party service faults

Customer acts or omissions

General internet outages

DDoS attacks

Force majeure

Scheduled maintenance

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

Talkdesk AI

Virtual agents and AI assist

100%

covered

Talkdesk Digital Engagement

Chat, email, SMS

Digital

100%

covered

Talkdesk Explore

Reporting and analytics

Analytics

100%

covered

Talkdesk Voice

Inbound/outbound voice

Voice

100%

covered

Talkdesk Workforce Management

Scheduling and forecasting

WFM

100%

covered

Notes — Talkdesk is a Communication & Collaboration provider. See the official SLA at https://www.talkdesk.com/legal/service-level-agreement/essentials-elevate. Talkdesk advertises a “100% of the time” availability commitment but on a “commercially reasonable efforts” basis, with service credits capped at 10% of monthly License Fees. Credits are not automatic and must be requested within 7 days after the end of the affected month. The SLA has two editions: Essentials & Elevate (credit starts below 99.99% availability) and Elite & Industry Clouds (credit starts below 99.999%). This file reflects the Essentials & Elevate tier. The SLA does not publish distinct per-service uptime commitments; the 100% commitment applies to the Talkdesk Service generally.

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