Service Level Agreement
Service Level Agreement
Sla overview
Effective
99.99%
Uptime
Platform reliability metric
<1hr
Response
Platform reliability metric
24/7
Support
Platform reliability metric
Availability
Zof AI commits to the following availability targets for our platform services.
| Plan | Uptime | Downtime |
|---|---|---|
| Growth | 99.9% | Downtime |
| Scale | 99.95% | Downtime |
| Enterprise | 99.99% | Downtime |
Response Times
Intro
| Priority | Guaranteed response times by priority level and plan tier. | Growth | Scale | Enterprise |
|---|---|---|---|---|
| P1 | Critical — production system down or major feature unavailable. | Growth | Scale | Enterprise |
| P2 | High — significant degradation affecting multiple users. | Growth | Scale | Enterprise |
| P3 | Medium — partial functionality impaired with a viable workaround. | Growth | Scale | Enterprise |
| P4 | Low — minor issue or general question with no immediate impact. | Growth | Scale | Enterprise |
Credits
Intro
| Uptime | Credit |
|---|---|
| Uptime | Credit |
| Uptime | Credit |
| Uptime | Credit |
Note
Exclusions
Intro
- Maintenance
- Force Majeure
- Third Party
- Customer Caused
- Beta
Maintenance
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
Need a custom SLA?
Enterprise customers can negotiate custom SLA terms. Contact our sales team. support@zof.ai.