Support expectations for your service.

Support hours, channels, response targets, availability commitments, and remedies depend on the service schedule incorporated into your executed agreement. Use that schedule and your order form to determine the coverage for your organization. This page does not assign a universal uptime percentage or response time to a pricing plan.

Before rollout, record the entitled services, production and nonproduction environments, authorized contacts, support timezone, holidays, priority definitions, and escalation path. Confirm how customer-managed infrastructure and third-party integrations affect the service boundary.

• Service level terms
• Contact support

Provide the organization and affected environment, start time and timezone, business impact, affected users or workflows, recent changes, and a concise description of the observed behavior. Include safe reproduction steps and relevant correlation or run identifiers when available.

Describe any workaround and whether the issue is ongoing or intermittent. Redact passwords, access tokens, personal data, and sensitive application content from screenshots and logs. Ask for a suitable transfer method when the investigation requires confidential artifacts.

• Critical impact: a material production workflow is unavailable and no reasonable workaround is known.
• Degraded service: an important workflow is impaired or intermittently failing.
• Routine assistance: a configuration question, isolated defect, or issue with an available workaround.
• Change request: a proposed feature, integration, deployment change, or planned capacity increase.

Initial response means acknowledgement or engagement as defined by the applicable schedule. It is different from a workaround, service restoration, root-cause identification, and permanent resolution. Dependencies and investigation complexity can affect the time needed for each step.

Follow your agreed escalation process when impact changes or an incident needs additional attention. Keep one incident record with updated evidence and an available technical contact. For a suspected security vulnerability, use security@zof.ai and the vulnerability reporting guidance as well as any applicable customer incident channel.

• Security reporting

The applicable SLA defines the covered service, measurement period, qualifying downtime, exclusions, credit calculation, claim procedure, and available remedy. Planned maintenance, customer configuration, connectivity, and external providers must be assessed against that specific definition.

Keep timestamps, impact details, and the relevant support case when evaluating a potential SLA claim. Submit any request using the procedure and deadline in your agreement. A public status display, test-run failure, or response-time target alone does not establish eligibility for a credit.

• Review the legal SLA