Zof AI · Legal
Service Level Agreement Overview
How to identify contracted service availability, support coverage, measurement boundaries, exclusions, and the process for a service-credit claim.
Last updated: · English reference version
This document is provided in English. Contact legal@zof.ai if you need help reviewing it in another language.
Service levels apply only as specified in your executed order or SLA. This page explains how those commitments are interpreted and reviewed; it does not create a universal uptime percentage, support response deadline, or credit entitlement. Existing customer agreements continue to govern.
1. Covered services and eligibility
The applicable SLA must identify the purchased service, subscription term, environment, eligible customer, and availability or support commitments. A website, hosted control plane, customer-operated runner, third-party integration, and private deployment may have different operational boundaries. Confirm which components are covered and who operates each one.
An evaluation, preview feature, free service, or customer-managed component is covered only if the agreement expressly includes it. A percentage shown on a product or pricing page does not define monitoring, exclusions, remedies, or eligibility by itself. Contact your account representative for the SLA associated with a proposed order.
2. Availability measurement
An availability commitment needs a defined measurement period, time zone, measurement source, and definition of unavailability. It should state which requests or service functions count, how partial failures are treated, and how excluded periods are removed. Use the method in the executed SLA for any claim.
For an agreement that uses a time-based measure, availability is commonly calculated as 100 × (eligible service minutes minus qualifying unavailable minutes) / eligible service minutes. This illustration is not a substitute for your agreed formula. An individual failed test, customer application error, or delayed job does not automatically constitute unavailability of the Zof service.
Historical performance should be supported by monitoring records for the covered service and period. A public status label or a target percentage is not proof of achieved uptime. Request the relevant evidence when reviewing service performance.
3. Support severity and response
Support coverage must specify the authorized channels, support hours and time zone, severity definitions, response targets, escalation contacts, and any customer obligations. An initial response target is different from a resolution or recovery commitment. No particular response time or round-the-clock staffing is established by this overview.
Report the impact and scope clearly so the issue can be triaged under the agreed severity definitions. Keep a reachable technical contact available for a critical incident and provide safe diagnostic information. Severity can change as impact, workarounds, or the affected scope become clearer.
| Impact | Useful description |
|---|---|
| Critical disruption | Which covered production service is unavailable, how many users or workflows are affected, when it began, and whether there is a workaround. |
| Major impairment | The important function that is impaired, business impact, reproducibility, and available workaround. |
| Limited impairment | The affected feature or users, diagnostic details, and the impact on ordinary use. |
| General request | The configuration, documentation, account, or product question and the desired outcome. |
4. Maintenance and exclusions
Apply only the exclusions stated in the applicable SLA. These may address agreed maintenance, events outside the service boundary, customer configurations, unauthorized use, customer network failures, or excluded preview features. An exclusion must be evaluated against the cause and affected component; this page does not add exclusions to an existing customer agreement.
The agreement should state how planned maintenance is announced, the notice period, any limits on excluded maintenance, and how emergency security work is treated. Customer-operated deployments should identify who schedules and performs maintenance and who owns monitoring, patching, and recovery.
5. Service credits and claims
A credit is available only when the conditions in the applicable SLA are met. Eligibility depends on the customer’s contracted target, covered service and period, qualifying outage, claim deadline, and applicable fee base. The credit bands and cap in an enterprise SLA should not be assumed to apply to another plan.
Submit a claim through the channel specified in your agreement. If you need help locating that channel, contact support@zof.ai. Include your organization and order reference, affected service, dates and timestamps with time zone, incident or ticket references, impact, and the evidence supporting the calculation. Do not include credentials or unnecessary customer records.
The executed SLA controls the claim deadline, maximum credit, application to a later invoice, refund treatment, and whether credits are the exclusive remedy for the particular service-level failure. Do not wait for this website to be updated before submitting a claim within your contractual deadline.
6. Readiness and customer responsibilities
Maintain current operational contacts, supported configurations, appropriate capacity, and permissions for your environment. Coordinate upgrades and access needed for diagnosis. Protect recovery copies of your own data and validate the backup and restore responsibilities assigned in the deployment agreement.
Availability, recovery time objectives, and recovery point objectives answer different questions. Any recovery commitments must be expressly defined for the applicable service. A private deployment or an availability target alone does not establish automatic failover, a particular backup frequency, or a recovery deadline.
7. Before signing or renewing
Review the covered service, measurement method, availability target, support hours, severity and response definitions, maintenance rules, exclusions, credit bands, deadlines, and escalation procedure together. Resolve gaps in the order or SLA before relying on them in your own customer commitments.
For contractual questions, contact legal@zof.ai or your account representative. For an active operational issue, use your agreed support channel. The public support and status pages provide routing information; your agreement remains the source of the service commitment.