About Zendesk service availability

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<p id="docs-ai-summary-content">Zendesk maintains a high level of service availability through resilient design, continuous monitoring, and secure deployments. Check the Zendesk Status page for updates and contact Zendesk Customer Support with availability concerns. Premier Support customers on qualifying plans can request availability reports and submit claims for service credits within 60 days of the impacted month when service availability falls below 99.9%.</p>
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<p class="p">Zendesk products consistently maintain a 99.99% level of service availability, which reflects how reliably customers can access our products. This article provides a high-level overview of how Zendesk designs and operates to maintain high service availability.</p>
<p class="p">If you're looking to access contractual service availability commitments and any associated remedies, review your plan’s service level agreements (SLAs) and the <a class="xref" href="https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/" target="_blank" rel="noopener">Zendesk Customer Agreement</a>.</p>
<div class="p">This article includes the following topics:
<ul id="about_zendesk_service_availability__ul_slp_kxp_jhc" class="ul">
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<a class="xref" href="#topic_gh5_qhq_jhc">Understanding service availability</a>
<ul id="about_zendesk_service_availability__ul_iwj_kxq_jhc" class="ul">
<li class="li"><a class="xref" href="#topic_jh4_4zp_jhc">Designing for high service availability</a></li>
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<a class="xref" href="#topic_d1n_h1q_jhc">Monitoring service availability and getting help</a>
<ul id="about_zendesk_service_availability__ul_jxy_mcn_khc" class="ul">
<li class="li"><a class="xref" href="#section_fzw_tbn_khc">Requesting service availability reports and credits with Premier Support</a></li>
</ul>
</li>
</ul>
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<div id="topic_gh5_qhq_jhc" class="topic nested1" aria-labelledby="ariaid-title2">
<h2 id="ariaid-title2" class="title topictitle2">Understanding service availability</h2>
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<p class="p">Service availability is the percentage of time that you can access Zendesk products over a given time period. Zendesk measures service availability using automated testing to key components of our products, defined in your <a class="xref" href="https://www.zendesk.com/company/agreements-and-terms/zendesk-customer-agreement/" target="_blank" rel="noopener">Zendesk Customer Agreement</a> or service terms. Examples include the ability to sign in to your Zendesk account or access important APIs. Components that are accessible during testing count as available.</p>
<p class="p">Historically, Zendesk has maintained a 99.99% level of service availability each month.</p>
<p class="p">For <a class="xref" href="https://www.zendesk.com/customer-experience/customer-service/#:~:text=Premier%20Support" target="_blank" rel="noopener">Premier Support</a> customers on qualifying plans, we guarantee at least 99.9% service availability for the following Zendesk products:</p>
<ul id="topic_gh5_qhq_jhc__ul_amm_yrq_jhc" class="ul">
<li class="li">Zendesk Support</li>
<li class="li">Zendesk Knowledge</li>
<li class="li">Zendesk Community</li>
<li class="li">Zendesk Chat</li>
<li class="li">Sunshine Conversations</li>
</ul>
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<div id="topic_jh4_4zp_jhc" class="topic nested2" aria-labelledby="ariaid-title3">
<h3 id="ariaid-title3" class="title topictitle3">Designing for high service availability</h3>
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<p class="p">Zendesk products are built for reliability through thoughtful system design, continuous monitoring, and robust continuous deployment practices. The goal is to minimize interruptions and maximize access for all customers, wherever and whenever customers use Zendesk products.</p>
<div class="p">Zendesk maintains high availability by:
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<strong class="ph b">Designing for resilience</strong>: Zendesk designs its architecture for resilience, reliability, and redundancy. Data and workloads are distributed across multiple environments to help protect you from disruptions.</li>
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<strong class="ph b">Monitoring around the clock</strong>: Zendesk continuously monitors service status with dedicated teams and automated tools. If something unexpected arises, Zendesk acts quickly to investigate and resolve it.</li>
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<strong class="ph b">Deploying safely and frequently</strong>: Zendesk uses secure, automated deployment methods to roll out updates and enhancements. Careful monitoring, gradual rollouts, and validated rollback procedures enable frequent improvements while minimizing the risk of interruptions.</li>
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<div id="topic_d1n_h1q_jhc" class="topic nested1" aria-labelledby="ariaid-title4">
<h2 id="ariaid-title4" class="title topictitle2">Checking service status and getting help</h2>
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<p class="p">The <a class="xref" href="https://status.zendesk.com/" target="_blank" rel="noopener">Zendesk Status page</a> provides real-time and historical updates. Planned maintenance, ongoing incidents, and final summaries for major events are posted there, so you always know what’s happening.</p>
<p class="p">If you have a concern about service availability or want help planning for key events, contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850" target="_blank" rel="noopener">Zendesk Customer Support</a> or your account representative.</p>
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<div id="section_fzw_tbn_khc" class="topic nested2" aria-labelledby="ariaid-title5">
<h3 id="ariaid-title5" class="title topictitle3">Requesting service availability reports and credits with Premier Support</h3>
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<p class="p"><a class="xref" href="https://www.zendesk.com/customer-experience/customer-service/#:~:text=Premier%20Support" target="_blank" rel="noopener">Premier Support</a> customers can request:</p>
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<ul id="section_fzw_tbn_khc__ul_irl_srq_jhc" class="ul">
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<strong class="ph b">Service availability report</strong>: Email <a class="xref" href="mailto:serviceavailability@zendesk.com" target="_blank" rel="noopener">servicecredit@zendesk.com</a> to request a service availability report for any of the previous three months.</li>
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<strong class="ph b">Service availability credit</strong>: Email <a class="xref" href="mailto:servicecredit@zendesk.com" target="_blank" rel="noopener">servicecredit@zendesk.com</a> to submit a claim within 60 days of the impacted month when service availability falls below 99.9%.
<p class="p">Zendesk applies eligible service availability credits toward your future Zendesk charges; they aren't refundable and must be used within one year of being issued. Credits apply only if your account is in good standing, with no overdue bills or major contract breaches. Additionally, note that:</p>
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<ul id="section_fzw_tbn_khc__ul_g4w_ktq_jhc" class="ul">
<li class="li">Service availability credits are the only remedy for not meeting the SLA. Zendesk doesn't offer refunds for service inaccessibility.</li>
<li class="li">Only live, paid instances of Zendesk products are covered by service availability agreements. Test, demo, and sandbox environments are excluded.</li>
<li class="li">In the event of conflicts, the detailed terms and definitions in your agreement take precedence.</li>
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