Status and incident support
How to get help with Zof service availability, report an incident, and understand the scope of service-level commitments.
Availability information
This page provides incident-reporting guidance. It does not currently display a live monitoring feed, measured uptime, or a verified incident history. Current availability cannot be determined from this page; contact support for information about an issue affecting your organization.
Availability can differ between the Zof Console, APIs, agent execution, integrations, and customer-managed infrastructure. A problem with one component does not establish the condition of another component. Include the affected workflow and deployment when requesting an update.
Report a service issue
Use the support contact page or the support channel agreed with your account team. Existing customers should follow their contracted escalation procedure for urgent production issues. A clear impact description helps support distinguish a service incident from an account, configuration, or network issue.
Send the smallest useful set of diagnostic information. Remove passwords, access tokens, personal data, and customer production payloads from screenshots and logs before sharing them. Ask support for an appropriate transfer method if sensitive evidence is necessary.
- Organization and project identifier, affected environment, and the component or workflow that is failing.
- Start time and most recent failure time, including the time zone; relevant run, request, or correlation identifiers.
- Expected behavior, observed behavior, error message, and steps that reproduce the issue.
- Business impact, affected users or workflows, any available workaround, and a contact for follow-up.
- Recent changes to credentials, network rules, integrations, application versions, or deployment configuration.
Hosted and customer-managed deployments
For hosted services, identify whether the issue affects login, Console navigation, an API request, a queued run, or result retrieval. For private or on-premises deployments, also involve the team responsible for your network, compute capacity, identity provider, and agent connectivity.
Capture the original error before changing configuration. Use your incident process to decide whether to pause automated runs or rely on an alternative verification workflow. Avoid repeatedly retrying an operation that may create duplicate work until its outcome is understood.
Incident communications and follow-up
When contacting support, ask for the incident reference, confirmed scope, available mitigation, and the channel for subsequent updates. Keep incident communications with the operational contacts designated by your organization. Recovery times are estimates unless expressly committed in your agreement.
After recovery, verify the affected workflow, review incomplete or failed runs, and preserve relevant evidence for your internal incident review. Discuss any request for a root-cause summary or contractual service credit with your account team.
Service levels and security reports
Your signed agreement determines covered services, availability calculations, exclusions, support hours, response targets, escalation rights, and any credit process. This informational page does not create an uptime warranty or modify those terms.
If the issue involves a suspected vulnerability, use the security reporting route. Do not include vulnerability details in a public forum or a general availability message.