Vendors › Zendesk
Zendesk SLA
99.9%
Uptime commitment
100%
Max service credit
45d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 100%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.9% | 10% |
| 99% | 25% |
| 95% | 100% |
How to claim
| Submission method | Support Ticket — support.zendesk.com ↗ |
|---|---|
| Deadline (submission) | 45 days — Submit within 45 days of incident |
| Review timeline | 30 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (6)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| Zendesk Chat Live chat | Customer Service | 99.9% | eligible |
| Zendesk Explore Analytics and reporting | Analytics | 99.9% | eligible |
| Zendesk Guide Help center and knowledge base | Knowledge Base | 99.9% | eligible |
| Zendesk Sell Sales CRM | CRM | 99.9% | eligible |
| Zendesk Support Ticketing system | Customer Service | 99.9% | eligible |
| Zendesk Talk Call center software | Voice | 99.9% | eligible |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
Zendesk is a Communication & Collaboration provider. See the official SLA at https://www.zendesk.com/company/legal/service-level-agreement/.
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