Services Description

Last Updated: January 21, 2026

The following services are subject to the terms and conditions of the MSA and Order Form. 

Section 1: Definitions

Certain capitalized terms used in this Services Description shall have the meanings assigned to them herein or the MSA.

• Application Framework: a set of tools provided by Contentstack that allow Customer to build custom applications that can extend the capabilities of the Contentstack platform. Customers are limited to using APIs and SDKs as set forth in the Documentation. 
• Beta Service: Contentstack services that are in development and not generally available to customers.
• Branch: this allows Customers to implement development branching strategies depending on their development team's needs such as testing new releases or new integrations. With Branches, a Customer’s development teams can work on parallel improvements to its digital estate without disrupting any current production environments.
• Business Days: Monday to Friday, excluding public holidays.
• Business Hours: applicable only to Start and Grow Support Plans: Sunday at 9:30 pm PT to Friday at 6:30 pm PT.
• Early Access: Contentstack Software and/or Services that are developed but not generally available to customers. 
• Incident: any reported Operational Fault or lack of availability of the Software resulting from lasting continuously or intermittently for a period of up to 6 hours.
• MSA: the main agreement (and all associated Order Forms) between Contentstack and Customer that sets forth the terms under which Contentstack will license software to and/or perform services for Customer.
• Operational Fault: failure of the Software to operate in all material respects in accordance with this Service Description and the Documentation, including any operational failure or error referred to in section 7 below. An Operational Fault shall not be recognized unless it can be duplicated by Contentstack support personnel.
• Response Time:
• the period of time between receipt of the issue description by the relevant Contentstack support team and the initial response to the Customer.
• Stack: is a repository or a container that holds all the content/assets of a Customer web property, project, or application. It allows multiple users to create, edit, approve and publish their content. Contentstack allows Customers to create multiple stacks and invite Users (if they have required permissions) to the stack. Within a stack, Customers can create their content, add assets, define workflows, create webhooks, and access many more features.
• Support Request: a request made by Customer in accordance with this Services Description for support in relation to the Software, including correction of an Operational Fault.

Section 2: Onboarding and Enablement Services

Customer may purchase onboarding and enablement services designed to expedite implementation through guidance and the utilization of product best practices.

These consulting services consist of any combination of the following virtual sessions:

• Planning session: Contentstack will collaborate with Customer to adapt an onboarding approach that fits the Customer’s needs. This includes aligning the Contentstack technical onboarding with project deliverables and milestones.
• Platform overview and Q&A session: Contentstack will provide a comprehensive overview of platform features and functionality and a Q&A session to address product-related questions. Customer may request further explanation of specific subject areas following its completion of the Academy coursework.
• Architecture collaboration workshop: Contentstack will assess Customer’s existing architecture, if applicable, and provide recommendations for a headless architecture in accordance with best practices.
• Content modeling advisory: Contentstack will advise on the design of structured and reusable content types and provide recommendations for content modeling based on best practices.
• Integration enablement: Contentstack will advise on integration requirements, including use of Marketplace applications, custom app development, and Automation Hub recipes. Guidance will be provided on integrating external tools with Contentstack to support the customer’s operational needs.
• Migrations consulting: the consulting services will cover how to transform JSON content based on content models built and configured in Contentstack. The consulting will also review how to import structured JSON content and assets into Contentstack using our documented APIs.
• General use-case solutioning: collaborative consulting workshops to discuss and consult on unique business requirements.

Exclusions: Any consulting not set forth in this description are excluded from the onboarding consulting services. Without limiting the foregoing, the following types of activities are outside the scope of the onboarding consulting unless otherwise provided herein or in the applicable Order Form:

• consulting in relation to software, data, information, goods, and/or services provided by third parties.
• code creation, code delivery, code review for a project implementation.

The onboarding and enablement sessions shall expire at the end of the applicable Order Form Subscription Term. Any unused onboarding and enablement sessions will not be subject to any credit or refund.

Section 3: Technical Account Manager (TAM) Services

Contentstack offers TAM Services that Customer may purchase. 

• Meetings and Solutioning
  • TAM will be available for virtual meetings and platform solutioning up to the number of contracted service hours.
  • Platform proof-of-concepts and solutioning will be completed in a dedicated TAM stack.
  • Code delivery and/or maintenance is not included as part of any TAM Services.
• Direct Messaging
  • TAM is available through Slack, Microsoft Teams or Google Chat. 
• Quarterly TAM Review
  • Contentstack will provide a quarterly activity report to the Customer to review the last three (3) months of activity on the account. The report will also identify any areas of improvements and/or opportunities. 
• Strategic Thought Leadership
  • Provide strategic consulting to steer Customer towards a sustainable and scalable solution that aligns with long-term objectives.
  • TAM will provide a "TSO Support Plan" after three (3) months or upon Customer request. 
• Training and Education
  • Options include: (i) walk-throughs of self-service resources and product documentation; (ii) scheduled training sessions with technical experts for key teams; and (iii) continuous education on product updates and features.
• Customer Support and Feedback
  • TAM will use commercially reasonable efforts with Customer's system integrator and/or service partners to align on Customer's platform needs.
  • Customer will have the opportunity to schedule workshops to incorporate Customer's needs into product roadmaps.

Section 4: Support Levels by Subscription Tiers

Contentstack Content Management System ("CMS") provides in-product chat support: 24x5 (Start, Grow and X1) or 24x7 (Scale, X3 and X5). Customers can contact the Contentstack support team through in-product chat or by emailing [email protected]. 

Contentstack Data & Insights ("D&I") provides support through [email protected].

Access to all releases, updates, and patches made available by Contentstack is applicable to the tier licensed. As to whether a release constitutes a new product, a new product capability, a product update, or a product patch is determined by Contentstack, at its discretion, provided that such determination shall be made consistently across all Customers.

Support Exclusions: See section 5 below.

Future Functionality. Customer agrees that the Customer’s purchases are not contingent on the delivery of any future functionality or features, or dependent on any oral or written public comments made by Contentstack regarding future functionality or features.

Section 5: Support Exclusions

Any services not set forth in this Services Description are excluded. Without limiting the foregoing, the following types of activities are outside the scope of all support plans unless otherwise provided herein or in the applicable Order Form: The Operational Fault is caused by:

• use of the Software in an operating environment other than as set forth in the Documentation;
• Customer's failure to follow any reasonable instructions of Contentstack or in the Documentation;
• use of the Software outside the terms and conditions of the MSA, the Documentation, and/or the Order Form, including the Permitted Purpose;
• Customer’s negligence, abuse, misuse, or improper handling and/or use of the Software; 
• modification of the Software by anyone other than Contentstack, except by using Contentstack's documented Application Framework;
• software, third-party applications, or services not provided by Contentstack;
• a Force Majeure Event.

Section 6: Service Level Agreement: Overview

Service commitment:

• Contentstack will make the Software available to the Customer pursuant to the MSA and the applicable Order Forms.
• Contentstack will use commercially reasonable efforts to make the CMS Software available: (i) 99.50% for Start, Grow, X1 and X3 plan and (ii) 99.95% for Scale and X5 plans, calculated monthly, except for:
  • planned downtime (of which Contentstack will aim to give at least 24 hours of electronic notice and which Contentstack will schedule, to the extent practicable, during weekend hours between 6:00 p.m. Friday and 3:00 a.m. Monday, Pacific time for North American data centers and weekend hours between 6:00 p.m. Friday and 3:00 a.m. Monday CET for EU data centers); 
  • unavailability caused by the activities listed in section 5 of this Services Description;
  • emergency maintenance (Contentstack reserves the right to perform any required emergency maintenance work outside of the planned downtime window. Contentstack will use reasonable efforts to notify the Customer before commencing any emergency maintenance outside of the planned downtime window and will use reasonable efforts to limit the impact on the Customer).
  • unavailability caused by any other acts or omissions of Customer or any third party acting on its behalf; unavailability caused by network unavailability or bandwidth limitations outside of our network
  • issues arising from problems in the software, firmware, or hardware of our suppliers*; and
  • hacks, the malicious introduction of viruses, disabling devices, and other forms of attacks that disrupt access to the Software or Software*.

(*such events shall be included in the calculation of availability if the outage could have been prevented by reasonable and customary precautions in the hosting industry, which precautions were not taken.)

D&I Uptime and Reliability. Subject to the concurrent throughput limits (including as may be caused by external factors) as described in the Documentation, Contentstack will use commercially reasonable efforts to make its Data Ingestion API available and operational to Customer with an uptime of 99.99%, calculated on a monthly, per-minute basis ("Target Uptime"). "Data Ingestion API" shall mean the endpoints that ingest Customer Data. Current status reports are available at https://lytics.statuspage.io/.

D&I Exclusions. The calculation of Target Uptime will not include unavailability to the extent due to: (i) Customer's use of the Software and/or Services in a manner not authorized in the Agreement or Documentation; (ii) general internet problems, Force Majeure events, or other factors outside of the reasonable control of Contentstack; (iii) Customer's, or it's Vendors', equipment, software, network connections, utilities or other infrastructure; (iv) third-party's systems, acts or omissions; (v) scheduled maintenance or reasonable emergency maintenance; (vi) non-production traffic (e.g. load testing, internal account traffic); (vii) development, testing, accepting or other non-production environment; or (viii) planned downtime.

Submitting support requests and access

• Customer may request support by way of a Support Request.
• Each Support Request shall include a description of the Operational Fault and, where relevant, the start time of the incident.
• Customer shall provide Contentstack with:
  • prompt notice of any Operational Faults which it becomes aware of; and
  • such output and other data, documents, information, and assistance, as are reasonably necessary to assist Contentstack to reproduce operating conditions similar to those present when the Customer detected the relevant Operational Fault and to respond to the relevant Support Request.
• All support shall be provided on a remote basis.

Section 7: Service Level Agreement: Response Times and Response Interval

Section 8: Service Level Agreement: Service Credits

The parties acknowledge that each Service Credit is proportionate when considering the Customer's legitimate interest to address and resolve all Operational Faults as quickly as possible.

CURE OF SERVICE AVAILABILITY BREACH. WITH RESPECT TO THE PROVISION OF SOFTWARE, IN THE EVENT OF A BREACH OF THE SERVICE LEVELS SET OUT HEREIN, CONTENTSTACK WILL REMIT A SERVICES CREDIT TO THE CUSTOMER CALCULATED AT 10% PER INCIDENT PER MONTH, AND NOT TO EXCEED IN THE AGGREGATE, 30% OF PRORATED NET MONTHLY FEES FOR THE APPLICABLE SOFTWARE FOR THE MONTH IN WHICH ANY APPLICABLE BREACH OCCURRED. THE SERVICE CREDIT WILL BE PROVIDED ONLY TOWARDS ANY OUTSTANDING BALANCE FOR SOFTWARE OWED TO CONTENTSTACK, UNLESS THE MSA OR ORDER FORMS ARE TERMINATED OR EXPIRE WITHOUT BEING UPGRADED OR RENEWED, AND IN SUCH CASE, ANY OUTSTANDING SERVICE CREDITS WILL BE REFUNDED TO THE CUSTOMER. THE CUSTOMER AGREES THAT THE REMITTANCE OF SERVICES CREDITS WILL REPRESENT THE CUSTOMER’S EXCLUSIVE REMEDY, AND CONTENTSTACK’S SOLE LIABILITY, FOR ALL BREACHES OF THE SERVICE LEVELS, SET OUT HEREIN. NOTWITHSTANDING THE FOREGOING, IN THE EVENT THAT CONTENTSTACK ISSUES SERVICE CREDITS FOR 3 CONSECUTIVE MONTHS OR 4 TIMES OVER ANY 6 MONTH PERIOD, THEN CUSTOMER SHALL HAVE THE RIGHT TO TERMINATE THE MSA UPON NOTICE TO CONTENTSTACK AND RECEIVE A PRO-RATA REFUND FOR UNUSED SOFTWARE (LESS ANY SERVICE CREDITS OR AMOUNTS REFUNDED OR CREDITED).

Section 9: Fair Use Policy

Contentstack’s priority to its customers is to keep the Software available, which requires each Customer to have reasonable and set policies for fair use of the resources of the Software. While the Software includes broad access to a variety of resources such as API requests, storage, and bandwidth, they are not unlimited (unless expressly stated as such) or it would affect the stability of the system, including but not limited to the Software.

Contentstack includes a variety of components in the Software but will provide for policies regarding certain parameters in order to keep the Software stable, available and uniform. Customers who exceed these parameters will be required to have a separate infrastructure to which additional costs shall apply. 

Contentstack reserves the right to update the limits, guidelines, and parameters including (without limitation) to add limits on modules created in the future. All customers are required to comply with the limits, guidelines, and parameters set out in the MSA, Order Form and this Services Description. Contentstack reserves the right to bill for added Stacks retroactively or limit access to certain features (e.g., Stacks, Branches, Publishing Environments) based on utilization in excess of subscription or Fair Use limits.

Fair Use policies apply to Contentstack’s shared cloud but many can be extended for Scale and X5 tier customers.

Key Parameter Policies

• Asset Size: Currently, using the dialog, Customer can select up to 10 assets at a time. The size of an asset should not exceed 700 MB. The maximum number of Assets per organization shall not exceed 500,000
• Bulk Actions: There are certain limitations that Contentstack has applied to the option to publish entries in bulk, such as: (a) Customer can publish 10 entries in 10 languages and on 10 environments at a time and (b) the rate limit for bulk actions is 1 request per second. 
• Content Delivery API: CDN-Origin Rate Limits: The rate limit is the maximum number of requests that Customer can make using any Contentstack API in a given period. There is no specific rate limit on the number of requests that Customer can make to the cached data on Contentstack’s CDN. Contentstack's API automates caching to enable our API to scale. For uncached requests, i.e., requests to the origin server, there is a maximum limit of 100 requests per second per organization. The rate limit depends on Customer plan, and Customer can request an increase in Customer rate limit if necessary, which may come at an additional cost.
• Content Management API Read/Write Limits: By default, any Contentstack Management API enforces the following rate limits: (a) read (GET) requests: 10 requests per second per organization and (b) write (POST/PUT/DELETE) requests: 10 requests per second per organization

Note: Customer application will receive the HTTP 429 response code if Content Management API requests for a given time period exceed the defined rate limits. Please refer to the Content Management API documentation if experiencing this error. 

• Content Types: The maximum number of Content Types per organization shall not exceed 1,000.
• Digital Properties: Digital Properties are defined as production-level presentation layers (web, mobile, IoT, in-game, etc.) and should be kept to a minimum per Stack in order to stay within API rate and other limits. Contentstack is no longer charging for Digital Properties, however, if Customer’s plan currently limits the number of Digital Properties, Contentstack will continue to enforce these limits on the number of production properties that can be powered per Stack.
• Entries: The default maximum number of Entries per organization shall not exceed 2,000,000. This limit may be extended with the purchase of additional infrastructure.
• Environments: Environments represent duplicate instances of an entry published in each environment. The maximum number of environments per Stack shall not exceed 5.
• Locales: Locales represent duplicate instances of an entry published in each language, market, or region. The maximum number of locales per Stack shall not exceed 150.
• Stacks Per Organization: A Contentstack subscription includes at least one Stack. Additional Stacks may be purchased as needed. Exceeding the number of Stacks specified in the Order Form may result in additional costs.
• Branches Per Stack: The maximum number of Branches is limited to 5 per Stack.
• Explorer Stacks: Explorer Stacks are for customers to try and explore the product and to try new use cases for non-production use cases. Explorer Stacks are limited to 50 Content Types, 200 Entries, 10,000 API calls/month and are not subject to the SLA. 

• Small Stacks: Small Stacks are limited to either 50 Content Types or 500 Entries as specified in the Order Form.

• Free trial of D&I Javascript Tag: Customers on the D&I Javascript tag free trial are limited to 150M events per month. Contentstack reserves the right to throttle or suspend usage of the tag if Customer exceeds the limits of 150M events per month. 

• Add-ons: Customer may purchase add-ons through a Contentstack issued Order Form. The Add-on Services shall be valid for the Subscription Term under the corresponding Order Form, and any unused Add-on Services will not be subject to any credit or refund and will not be carried forward.

• Premium Availability Package: 24x7 Support (Section 4) and 99.99% uptime (Section 6) as defined above.
• Mission Control Package: Mission Control Panel, Mission Control Expert Monitoring.
• Automate: Customers can receive access to Automate, which includes 1000 executions per month with no overages. 
• Launch Explore: Customers with access to Launch Explore are subject to the following limits: (a) Build time: 100 GB-hours; (b) Compute Time: 100 GB-hours; (c) Data Transfer (to CDN): 250 GB; (d) Environments: 3; (e) Custom Domains: 0; (f) Add-ons are not available for Explore projects. Launch Explore tier projects are not subject to the SLAs.

• Each subscription Launch project includes the following maximum limits, which are aggregated across multiple projects: (a) Build time: 100 GB-hours; (b) Compute Time: 100 GB-hours; (c) Data Transfers (to CDN): 500 GB; (d) Environments: 5; (e) Custom Domains: 5; (f) Additional Launch resources and increased limits are available to purchase as Add-ons.

• Personalize: Adding Personalize requires a software license and a pre-committed number of Monthly Inbound Events. Inbound Events can be purchased in increments of one million. If Customer exceeds its Inbound Events limits, Customer may be subject to overage Fees as set forth in the Order Form. Customer may purchase additional Inbound Events on an annual basis through an Order Form.

Contentstack has a number of other parameters that may impact the operation of the Software. In the unlikely event any of these other parameters are exceeded, Contentstack will reach out to Customer to identify and address the issue before any further steps are taken.

Fair Use Policy of Instant Messaging Platforms for Onboarding Services

This policy ensures effective communication while maintaining professional standards and customer satisfaction. This policy applies to all Customers and its Authorized Users who use instant messaging applications (Slack, Microsoft Teams, Google Chat) ("IM") to interact with Contentstack's Technical Solutions Organization (TSO), Customer Success Managers (CSM) or other Contentstack resources related to onboarding services.

Policy Details

1. Acknowledgement and agreement of the chosen IM's terms and policies 
   1. Customer acknowledges and agrees to comply with Customer's chosen IM's terms and policies. 
   2. Customer agrees that its continued use of IM signifies acceptance and agreement to abide by the chosen IM's terms and policies. Customer must immediately discontinue use of the IM channel/group established for the related onboarding services if Customer does not agree with the chosen IM's terms and policies.
   3. Contentstack shall not be responsible or liable for any issues arising from Customer's failure to comply with the chosen IM's terms and policies. It is Customer's responsibility to regularly review the chosen IM's terms and policies to stay informed of any changes.
   4. Contentstack shall not be responsible or liable to Customer for any issues or claims, including any data breaches or security incidents, that may arise as a result of Customer's use of IM.
   5. It is the sole responsibility of the Customer to ensure that all necessary IM licenses are obtained and maintained for their Authorized Users' who use IM.
2. Monitoring Hours
   1. Contentstack will monitor Customer's IM channel/group during normal business hours on the Customer's time zone.
   2. Contentstack will notify Customer when the IM channel/group is not monitored during normal business hours, such as Contentstack company holidays.
3. Appropriate Use of IM
   1. Customer shall use IM as a platform to post and ask architecture and/or onboarding questions only to Contentstack. Note: IM is not a replacement for formal customer support channels, including technical product support.
   2. Contentstack will use IM to request clarifications from Customer, share quick updates with Customer and handle non-critical queries
4. Prohibited Use of IM
   1. IM shall not be used to document solutions or detailed technical instructions. All documentation should be maintained in the designated knowledge base or support system.
   2. Customer shall not use IM to request formal commercial changes and/or approvals or make official decisions. Such actions must be conducted through approved channels set forth in the Agreement or as agreed upon in writing by Customer and Contentstack.
   3. Customer shall not submit any technical issues, bugs or feature and/or enhancement requests through IM. Such communications and requests shall be submitted by Customer through an approved customer support method, such as a support ticket.
   4. Customer shall direct all IM to its established channel/group only. Customer shall not direct messages outside of the channel/group.
5. Professional Conduct
   1. All communications on IM should adhere to the chosen IM's terms and policies.
6. Customer Awareness
   1. Customer should be made aware of the appropriate use of IM and the limitations of its use.
   2. Customer shall be responsible for all training and guidance on how to use IM. Contentstack will not be responsible or liable to Customer for Customer or its Authorized Users' failure to utilize IM.
7. Suspension
   1. Contentstack may suspend Customer's IM channel/group and any communication through IM, if Customer fails to adhere to this Section and/or the chosen IM's terms and policies.

Section 10: Breach

If the Customer breaches the terms and conditions set forth in this Services Description, then Contentstack may suspend or terminate the Customer’s access to the Software and Services as set forth in the MSA. No service credit or remedy under the service levels is available for interruption of service for such breaches.

Section 11: Beta Services

From time to time, Contentstack may invite Customer to try Beta or Early Access features  at no charge. The customer may accept or decline any such trial at the Customer’s sole discretion. Beta features will be clearly designated as beta, pilot, limited release, developer preview, non-production, evaluation, or by a description of a similar import. Beta features are for evaluation purposes and not for production use, are not considered “Software” under the MSA or this Services Description, are not supported, and may be subject to additional terms. Unless otherwise stated, any Beta features trial period will expire upon the earlier of 90 days from the trial start date or the date that a version of the Beta features become generally available. Contentstack may discontinue Beta features at any time at our sole discretion and may never make them generally available. Contentstack will have no liability for any harm or damage arising out of or in connection with a Beta features.

Beta and Early Access Release. Customer and its directors, employees, agents, representatives, and assigns agree to release Contentstack from any liability for any claims, damages, or legal causes of action arising from the use of the Beta Services. In doing so, the Customer acknowledges that it is familiar with Section 1542 of the California Civil Code, which provides as follows:

“A general release does not extend to claims that the creditor or releasing party does not know or suspect to exist in his or her favor at the time of executing the release and that, if known by him or her, would have materially affected his or her settlement with the debtor or released party.”

Customer and its directors, employees, agents, representatives, and assigns agree hereby waive and relinquish all rights and benefits which they have or may have under Section 1542 of the California Civil Code, or the law of any other state or jurisdiction to the same or similar effect to the fullest extent that they may lawfully waive all such rights and benefits pertaining to the Services.

Early Access features are complete and ready to be used in production. Through an invitation from Contentstack, Customer may use these Early Access features at its discretion at no cost. Upon expiration of the Early Access period, Customer may purchase the feature at a Fee for continued use. 

Section 12: AI Integration

Contentstack Software include features that use artificial intelligence. AI Integrations are not considered “Software” under the MSA or this Services Description, may not be supported, and may be subject to additional terms. Contentstack may discontinue AI Integrations at any time at our sole discretion and may never make them generally available. AI integration means Any in-application feature(s) or functionality that is a natural language processing tool driven by AI technology, which is made available by Contentstack by linking an AI tool to Contentstack’s Software through the third-party AI providers’ API, which is labeled as Contentstack AI Assistant powered by AI in the Software, or any other AI technology. AI Integration may utilize data models trained by machine learning. Any use of AI integrations shall be subject to Contentstack Supplementary Terms located at: https://www.contentstack.com/legal/supplementary-terms/, which are incorporated into, and form part of this Agreement.

Section 13: End of Life

Contentstack reserves the right to end the life of a Service (or any part thereof) during a Subscription Term, and if Contentstack does so, Contentstack will provide a pro-rata refund of any associated Fees paid in advance by the Customer. The customer acknowledges that the Services and SLAs set out in this Services Description are subject to technical progress and development and that Contentstack may update or modify such from time to time provided that such updates and modifications do not result in a material decrease in the overall level of service provided during a Subscription Term.