Customer Support
Help Scout SLA terms
We haven't read Help Scout's SLA from Help Scout's own document, so this page quotes no commitment, no credit tiers and no deadline for it. What it does carry: where your terms actually live, and the incident record Ontracko keeps for Help Scout regardless.
What does Ontracko know about Help Scout's SLA?
We haven't transcribed Help Scout's SLA from Help Scout's own document, so this page states no uptime commitment, no credit percentage and no filing deadline for it — a figure we cannot read from the vendor's paperwork is a figure we won't assert. Your terms are the ones in your Help Scout agreement or Order Form; read the availability commitment, the credit schedule and the claim window off that. Ontracko still monitors Help Scout's public status for free, times every incident, and assembles the dated incident evidence a claim is built on — that part is the same whatever your contract turns out to say.
We haven’t transcribed Help Scout’s SLA — so we quote nothing from it
Nobody at Ontracko has read Help Scout’s own SLA document, so this page states no uptime commitment, no credit percentage and no filing deadline for Help Scout, and shows no credit calculator. A figure we cannot read out of the vendor’s paperwork is a figure we won’t assert: a claim drafted on an invented tariff is worse than no claim at all.
Where Help Scout’s terms actually live
In your own paperwork — the SLA, MSA or Order Form you signed with Help Scout. For a great many vendors the binding availability commitment, the credit schedule and the claim window are attached to the Order Form rather than published on the web, so that document, not a public page, is the primary source for what you are owed. Read its availability and service-credit sections before filing anything.
What Ontracko does for Help Scout anyway
Monitors it, free. Help Scout’s public status feed is polled continuously, every incident is timed and stored, and the dated incident evidence a claim is built on is assembled for you. That half of a claim is identical whatever your contract says — only the tariff has to come from your agreement.
Let Ontracko watch Help Scout for you
Connect Help Scout and Ontracko watches its status feed, times every incident, and hands you a dated evidence pack for the month. We quote no credit we cannot source, so bring the tariff from your own agreement — the evidence is on us. Free; 8% only if a credit is actually recovered.