Uptime Service Level Agreement

Standard Uptime Reporting

Ziflow provides detailed measurements of uptime which is available to you at https://status.ziflow.com/.

Enhanced Uptime SLA  

The Ziflow Enhanced Uptime SLA is included with the Enterprise Edition. In summary, it is a contractually binding agreement to deliver 99.9% uptime. 

In the event that service levels are not met, Ziflow will provide Service Credits to affected customers, which we have provided details about below.

Enhanced Uptime SLA Detail

With regards to Uptime, Service Credits will be issued if the monthly uptime percentage falls below our minimum commitment of 99.9%. Additional Service Credits will be issued if the monthly uptime percentage falls below two additional uptime targets as follows:

Table 1

Service Level (Monthly Uptime Percentage)

Service Level Credit

Less than 99.9%, but greater than 99%

1

Less than 99%, but greater than 95%

2

Less than 95%

3

A Service Level Credit provides one additional calendar day of use of Ziflow, to be added to the end of your current billing period.

Service Level Credits may not be exchanged for a cash refund.

We will publish a monthly report on our website showing server-side downtime. We show availability every day for the previous 12 months, with an explanation or any day on which we did not deliver 100% uptime.

 If a downtime period is less than 10 minutes, it will not be included in the Enhanced SLA. If there are any performance issues resulting from matters outside of our reasonable control, these will not be included in the Enhanced SLA. Scheduled downtime will not be included in the Enhanced SLA, however, we commit to notifying administrators at least 8 hours in advance of any scheduled downtime.

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