How do I request a service credit as a Premier customer?

Question

I experienced service downtimes as a Premier customer. How do I request service credits?

Answer

Premier customers on qualifying plans may be eligible for service availability credits if the monthly service availability of Zendesk falls below the 99.9% contractual commitment for covered products. Service availability is the percentage of time a covered service is accessible during a calendar month.

To request a service availability credit, email [e-mail] within 60 days of the affected month. You can also use this email address to request your service availability calculations for any of the last three months.

If you receive approval:

• Credits apply to future Zendesk subscription charges and aren't redeemable for cash
• You must use credits within 1 year of the issue date
• Your account must be in good standing, such as having no overdue invoices or material contract breaches, to be eligible
• Service availability credits are the exclusive remedy for failure to meet the service availability commitment. This commitment does not cover test, demo, and sandbox instances.

For more information about premier plans, see What is Zendesk Premier? What's the difference between Premier and standard support?

For more information about service availability, see About Zendesk service availability.