✓
Credit-backed
Publishes an SLA backed by tiered service credits: 99.9% uptime.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.9%
Uptime
—
Max credit
60d
Claim window
Credit
Remedy
Premier
Min plan
How to claim
Submission
Email to servicecredit@zendesk.com · support.zendesk.com
Deadline
60 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 · 6
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Zendesk Chat
Live chat
Customer Service
99.9%
covered
Zendesk Explore
Analytics and reporting
Analytics
99.9%
covered
Zendesk Guide
Help center and knowledge base
Knowledge Base
99.9%
covered
Zendesk Sell
Sales CRM
CRM
99.9%
covered
Zendesk Support
Ticketing system
Customer Service
99.9%
covered
Zendesk Talk
Call center software
Voice
99.9%
covered
Notes — Zendesk is a Communication & Collaboration provider. See the official SLA at https://support.zendesk.com/hc/en-us/articles/9974862958746-About-Zendesk-service-availability.
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