Question
We experienced service downtimes as a Premier customer. How do I request service credits?
Answer
Premier customers are eligible for service credits if Zendesk falls below the 99.9% uptime threshold. Service uptime is measured as the percentage of time during a calendar month that the service is available.
To request a credit, email servicecredit@zendesk.com within 60 days of the month that the issue occurred. Credits apply to future subscription charges, which you can't exchange for cash. Service credits are valid for 1 year from the issued date. Your account must be in good standing to be eligible for service credits.
To learn about Premier plans, see What is Zendesk Premier? What's the difference between Premier and standard support?