- LEGAL— CLUSTER 2
Service Level Agreement
Effective: January 1, 2025
Version 4.2
English (US)
- LEGAL — CLUSTER 2
Service Level Agreement
Effective: January 1, 2025
Version 4.2
English (US)
CONTENTS
1. Scope
2. Uptime Commitment
3. Downtime Definition
4. Service Credits
5. Incident Response
6. Credit Claims
7. Exclusions
8. Sole Remedy
9. Planned Maintenance
10. Amendments
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AT A GLANCE
- Standard plans: 99.9% monthly uptime commitment.
- Business/Enterprise plans: 99.95% monthly uptime commitment.
- Service credits issued automatically; no credit request needed for outages exceeding 1 hour.
- Credits are capped at 50% of the affected month's fee and are the sole remedy for SLA breaches.
- Planned maintenance windows are excluded from downtime calculations.
1. Scope
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This Service Level Agreement ("SLA") sets forth the availability commitments of Zoiko Tech Inc. ("ZWS") for ZWS managed cloud hosting, API gateway, and platform services ("Covered Services") to paying customers ("Customer") under a current ZWS service agreement.
Free tier, trial accounts, and beta features are expressly excluded from this SLA. Where an Order Form specifies higher or different SLA tiers, the Order Form terms prevail.
2. Uptime Commitment
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ZWS commits to the following monthly uptime percentages, calculated as: (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100.
Starter Plan
99.9%
Up to ~43.8 min/mo
downtime
downtime
Business Plan
99.95%
Up to ~21.9 min/mo
downtime
downtime
Enterprise Plan
99.95%
Custom SLA available on
request
request
PLACEHOLDER
These uptime figures and plan names are illustrative. Replace with your actual plan tiers and commitments reviewed by counsel before publishing.
Uptime Calculator
plan
Starter (99.9%)
Month
31-day month
With
99.9% uptime
in a 31-day month, the allowed downtime is
0h 44.6m
(44.6 minutes total).
Uptime Calculator
plan
Month
Starter (99.9%)
31-day month
With
99.9% uptime
in a 31-day month, the allowed downtime is
0h 44.6m
(44.6 minutes total).
3. Downtime Definition
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"Downtime" means any period during which the Covered Service is unavailable or returning error rates above 5% for all customer requests, as measured by ZWS's monitoring systems. Downtime begins when ZWS's monitoring detects the failure and ends when the service is restored to normal operation.
Downtime does not include:
- Unavailability resulting from Scheduled Maintenance (see Section 9)
- Degradation affecting a single customer due to their own configuration errors or resource exhaustion
- Emergency maintenance required to respond to a critical security threat, with notice provided as soon as practicable
- Events listed under Section 7 (Exclusions)
4. Service Credits
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If ZWS fails to meet the monthly uptime commitment, the Customer is eligible for a service credit applied to the next billing cycle, calculated as a percentage of the monthly fee for the affected Covered Service:
| MONTHLY UPTIME | CREDIT PERCENTAGE |
|---|---|
| 99.9% to <100% (Starter) / 99.95% to <100% (Business) | 0% — SLA met |
| 99.0% to <99.9% | 10% |
| 95.0% to <99.0% | 25% |
| Below 95.0% | 50% |
| MONTHLY UPTIME | CREDIT PERCENTAGE |
|---|---|
| 99.9% to <100% (Starter) / 99.95% to <100% (Business) | 0% — SLA met |
| 99.0% to <99.9% | 10% |
| 95.0% to <99.0% | 25% |
| Below 95.0% | 50% |
Credits are non-transferable, have no cash value, and may not exceed 50% of the monthly fee for the affected service in any single month.
5. Incident Response Targets
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| Severity | Definition | Initial Response | Status Update Cadence |
|---|---|---|---|
| P1 — Critical | Full service outage affecting all customers | 30 minutes | Every 30 minutes |
| P2 — High | Significant degradation affecting a subset of customers or a major feature | 2 hours | Every 2 hours |
| P3 — Medium | Minor degradation with a workaround available | 8 business hours | Daily |
| P4 — Low | Cosmetic or documentation issues with no service impact | 2 business days | Weekly |
| Severity | Definition | Initial Response |
|---|---|---|
| P1 — Critical | Full service outage affecting all customers | 30 minutes |
| P2 — High | Significant degradation affecting a subset of customers or a major feature | 2 hours |
| P3 — Medium | Minor degradation with a workaround available | 8 business hours |
| P4 — Low | Cosmetic or documentation issues with no service impact | 2 business days |
Response targets are measured from the time ZWS's monitoring system detects the incident or the Customer submits a support ticket, whichever is earlier. Updates are posted on the ZWS status page at status.zoikoweb.com.
6. Credit Claims
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For outages exceeding 60 minutes that are reflected in ZWS's status page history, ZWS will issue credits automatically within two billing cycles without a claim being required.
For other qualifying downtime events, Customers must submit a credit request to [email protected] within 30 days of the end of the month in which the downtime occurred. The request must include the date, time, and duration of the downtime as experienced by the Customer, along with any supporting evidence.
ZWS will evaluate the claim against its own monitoring data and respond within 10 business days.
7. Exclusions
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The following are excluded from Downtime calculations and do not give rise to service credits:
- Scheduled Maintenance announced at least 48 hours in advance via the ZWS status page
- Emergency maintenance required to address a critical security vulnerability
- Downtime caused by Customer's acts or omissions, including misconfiguration, AUP violations, or unauthorized modification of ZWS-managed infrastructure
- Force majeure events (natural disasters, acts of war, government actions, fiber cuts outside ZWS's network)
- Third-party connectivity issues outside ZWS's control, including internet routing anomalies and last-mile ISP failures
- Attacks (DDoS, brute force) directed at the Customer's specific services rather than ZWS infrastructure generally
- Downtime during a free trial or free tier usage period
- Accounts in arrears or suspended for non-payment
8. Sole Remedy
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Service credits issued under this SLA are the Customer's sole and exclusive remedy for any failure by ZWS to meet the uptime commitments set forth herein. Nothing in this SLA limits ZWS's liability caps as set out in the ZWS Terms of Service.
9. Planned Maintenance
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ZWS schedules routine maintenance during low-traffic windows (typically 02:00–06:00 UTC, Sunday) and provides at least 48 hours' advance notice on the ZWS status page. Customers may subscribe to status-page notifications at status.zoikoweb.com.
Planned maintenance windows that result in service interruption exceeding 60 minutes per month are credited at the P3 rate (10%) at ZWS's discretion, as a goodwill gesture and not as an SLA obligation.
10. Amendments