Service Level Agreement

1. Service Availability

Zof AI commits to maintaining high availability for our platform services:

Plan	Uptime SLA	Monthly Downtime Allowance
Growth	99.9%	~43 minutes
Scale	99.95%	~22 minutes
Enterprise	99.99%	~4 minutes

2. Support Response Times

We categorize issues by severity and commit to the following response times:

Priority	Description	Growth	Scale	Enterprise
P1 Critical	Service unavailable	4 hours	2 hours	1 hour
P2 High	Major feature impaired	8 hours	4 hours	2 hours
P3 Medium	Minor feature impaired	24 hours	12 hours	4 hours
P4 Low	General inquiry	48 hours	24 hours	8 hours

3. Service Credits

If we fail to meet our uptime commitment, you may be eligible for service credits:

Monthly Uptime	Service Credit
< 99.99% but ≥ 99.9%	10% of monthly fees
< 99.9% but ≥ 99.0%	25% of monthly fees
< 99.0%	50% of monthly fees

Service credits must be requested within 30 days of the incident. Maximum credit is 50% of monthly fees.

4. Exclusions

The following are excluded from SLA calculations:

Scheduled maintenance (announced 48+ hours in advance)
Force majeure events
Third-party service outages
Customer-caused issues (e.g., misconfigurations)
Beta or preview features

5. Maintenance Windows

Scheduled maintenance typically occurs during low-traffic periods (Sundays 2:00-6:00 AM UTC). Enterprise customers receive advance notification and can request alternative windows. Emergency maintenance may occur without notice for critical security issues.

6. Monitoring & Status

Real-time system status and historical uptime data are available at status.zof.ai. Subscribe to status updates for immediate notification of incidents.

7. Contact

For SLA-related inquiries or to request service credits, contact support@zof.ai.