This Service Level Agreement (“SLA”) describes the availability commitment for the Zoidii platform and applies to eligible paid plans as part of the Terms of Service.
Template figures below — set your real uptime target, support tiers and credit schedule before publishing.
1. Uptime commitment
Zoidii targets 99.9% monthly uptime for the production Service, excluding Scheduled Maintenance and events outside our reasonable control.
2. Definitions
- Uptime — the percentage of minutes in a calendar month the Service is available.
- Scheduled Maintenance — planned windows announced at least 48 hours in advance.
- Downtime — minutes the core Service is unavailable, excluding exclusions below.
3. Support response targets
| Severity | Description | Target first response |
|---|---|---|
| Critical | Service unavailable for all users | 1 business hour |
| High | Major feature impaired, no workaround | 4 business hours |
| Normal | Minor issue or question | 1 business day |
4. Service credits
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.9% | 5% of monthly fee |
| 95.0% – 98.99% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Credits are the sole remedy for failing to meet the uptime commitment and must be requested within 30 days.
5. Exclusions
The SLA does not apply to downtime caused by: Scheduled Maintenance, factors outside our reasonable control (including force majeure and third-party network failures), misuse of the Service, or suspensions due to policy breaches.
6. Requesting credits
Submit a credit request to support@zoidii.info including the dates and times of the incident.