Intercom SLA
99.8% uptime guarantee (Essential, Advanced, Expert plan only)
Official SLA Commitment
Applies to
Essential, Advanced, Expert plans only
Scope
Monthly uptime per service (AI Agent and Core Platform measured separately)
Measurement
AI Agent: ability to generate text responses to customer inquiries. Core Platform: users can successfully engage in key actions such as replying within Inbox or Messenger. Uses heartbeat metrics with anomaly detection rather than binary thresholds
Exclusions
Unauthorized use, general Internet problems, force majeure, customer equipment/software/network issues, third-party systems, scheduled maintenance, reasonable emergency maintenance. Does not apply to trial subscriptions or beta offerings
Not covered
Trial subscriptions, beta offerings, and any separate services not identified in the SLA
Promised vs Measured
SLA Promise
99.8%
≤ 1h 26m downtime/month
Measured (30d)
100.00%
≈ < 1m downtime this month
Verdict
Meeting SLA
24h Uptime
100.00%
7d Uptime
100.00%
30d Uptime
100.00%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Essential | 99.8% | $29/seat/mo (annual) | |
| Advanced | 99.8% | $85/seat/mo (annual) | |
| Expert | 99.8% | $132/seat/mo (annual) |
Source: intercom.com/pricing
SLA Credit Policy
No financial service credits. Sole remedy is termination right with pre-paid fee refund if Target Availability is missed for 2 consecutive months on the same service
| Monthly Uptime | Credit |
|---|---|
| Below 99.8% for 2 consecutive months | See policy details |
Must be claimed within 30 days.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines) | 43m 12s | |||
| 99.95% | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
< 1m
Incident Summary (90 days)
Total Incidents
8
Active Now
0
Resolved
8
Avg. Resolution
1h 41m
Intercom SLA: What You Need to Know
Intercom guarantees 99.8% uptime measured as monthly uptime per service (ai agent and core platform measured separately). This commitment applies exclusively to Essential, Advanced, Expert plan customers.
Based on DevHelm's continuous monitoring, Intercom currently shows a 30-day measured uptime of 100.00%. This meets their published SLA commitment of 99.8%.
What's Covered (and What Isn't)
Intercom's SLA specifically covers monthly uptime per service (ai agent and core platform measured separately). It explicitly excludes: Trial subscriptions, beta offerings, and any separate services not identified in the SLA. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 100.00% uptime, you can expect approximately < 1m of cumulative downtime per year from Intercom alone. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks Intercom's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 5 minutes. Uptime is calculated as the percentage of time all components report operational status.