Service Level Agreement
Service Level Agreement
Our commitment to platform availability, performance, and support.
Effective: December 2024
For Enterprise plans
Critical issues
Enterprise customers
1. Service Availability
Zof AI commits to the following availability targets 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 windows are communicated at least 48 hours in advance. Emergency maintenance may be performed with shorter notice to address critical security or stability issues.
SLA Monitoring
Our SLA performance is continuously monitored and publicly reported through our status page. Historical uptime data is available for review. 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.