This Service Level Agreement ("SLA") applies to paid subscriptions to Zentrovia Solutions Private Limited's hosted platforms (including ZenFlip and ZenGuy) unless a different SLA has been agreed in writing. It does not apply to free trials, beta features, the public marketing website, or professional-services engagements (covered by a separate Statement of Work).
1. Definitions
- Service — the hosted platform(s) named in the customer's active subscription order.
- Monthly Uptime Percentage — (total minutes in the calendar month − Downtime minutes) ÷ total minutes × 100.
- Downtime — a period during which the Service is unavailable to authenticated end users due to a fault on Zentrovia's side, excluding Scheduled Maintenance and Excluded Events (Section 6).
2. Uptime Commitment
| Subscription tier | Target Monthly Uptime |
|---|---|
| Starter | 99.5 % |
| Business | 99.9 % |
| Enterprise | 99.95 % |
3. Support Response Times
Support response times are measured during business hours (09:00–18:00 IST, Monday–Friday, excluding public holidays in India) unless 24×7 support is specifically contracted.
| Severity | Definition | First response |
|---|---|---|
| S1 — Critical | Production outage affecting all users | 1 business hour |
| S2 — High | Major functionality unavailable; no workaround | 4 business hours |
| S3 — Medium | Functionality impaired; workaround available | 1 business day |
| S4 — Low | Questions, feature requests, cosmetic issues | 2 business days |
Enterprise customers may contract tighter response targets and 24×7 coverage.
4. Scheduled Maintenance
Zentrovia reserves scheduled maintenance windows of up to 4 hours per calendar month. We will provide at least 48 hours' notice for planned changes to production that may cause interruption, and aim to schedule such windows outside of business hours in the customer's primary timezone where practicable. Maintenance windows do not count as Downtime.
5. Service Credits
If we do not meet the Monthly Uptime target in a given calendar month, eligible customers may claim service credits as follows:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Less than target but ≥ 99.0 % | 10 % of the monthly fee for the affected Service |
| Less than 99.0 % but ≥ 95.0 % | 25 % of the monthly fee for the affected Service |
| Less than 95.0 % | 50 % of the monthly fee for the affected Service |
Credits must be requested by the customer within 30 days of the end of the affected calendar month, by emailing hello@zentrovia.tech. Credits are applied as a reduction against future invoices and are the customer's sole and exclusive remedy for uptime shortfalls.
6. Excluded Events
This SLA does not apply to Downtime caused by:
- Scheduled Maintenance as defined in Section 4.
- Factors outside Zentrovia's reasonable control, including force majeure, major internet backbone failures, denial-of-service attacks, or action by any regulatory authority.
- Customer actions, configurations, or third-party services outside Zentrovia's control.
- Use of the Service in breach of our Acceptable Use Policy.
- Beta, preview, or experimental features explicitly excluded from the SLA.
- Accounts in breach of payment terms.
7. Escalation and Contact
For SLA-related escalations and credit requests, please contact hello@zentrovia.tech. For signed SLAs, enterprise customers will have a named account contact and an escalation path specified in their order form.
8. Changes
We may revise this SLA from time to time. Changes are effective immediately upon posting. Customers on a signed SLA are governed by the terms of that signed document until renewal.