Enhanced Service Level Agreement

Enhanced Service Level Agreement

Ziflow’s mission is to deliver the market leading, best-in-class, enterprise-ready online proofing solution. In support of that goal, we provide an Enhanced Service Level Agreement (Enhanced SLA).

Enhanced SLA Overview 

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

  • 99.9% uptime
  • Telephone and email support desk availability 24 hours a day, 5 days a week (Monday-Friday)
  • Response time on Critical support of one hour

 

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 SLA Detail

The Enhanced SLA consists of 1) Uptime 2) Support Response & Issue Resolution.

Uptime

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.

Support Response & Issue Resolution

There are multiple methods that you can utilize to contact Ziflow support:

Support hours are from 3 AM on Monday UK time to 1:59 AM on Saturday UK time. This covers business hours during the working week in all the major geographies that we support.

If you would like to request support through the Enhanced SLA, please make sure that you use the words “Enhanced SLA” in your support request and state the Priority Level shown in Table 2 below.

If we do not meet the response times specified in Table 3 below, we will issue Service Level Credits specified in Table 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.

Table 2

Priority

Definition

Response

Resolution Time

Priority 1

Critical: Ziflow production is not accessible or operational

We will respond within one support hour of your request being submitted. We will update you twice a day during support hours.

We will start to resolve your issue within one support hour. We will work continuously to resolve your issue. We will provide a workaround within one support day. We will provide a final fix within 5 support days.

Priority 2

Important: Ziflow production is operational, but there is a major functional problem that prevents you working

We will respond within 2 support hours of your request being submitted. We will update you once a day during support hours.

We will start to resolve your issue within 4 support hours. We will work continuously to resolve your issue. We will provide a workaround within 3 support days. We will provide a final fix within 15 support days.

Priority 3

Necessary: Ziflow production has a functional loss that does not significantly prevent you working, but affects performance or user experience.

We will respond within 4 support hours of your request being submitted. We will update you once a week during support hours.

We will provide a final fix within 30 support days.

 

Table 3

Priority

Service Credits

Priority 1

3

Priority 2

2

Priority 3

1

 

We will provide service credits once per request or event.

You will provide your reasonable cooperation to us to give us information to help us reproduce and resolve your support request.

You will provide us with a primary contact in your IT team if we need to discuss your hardware, software, desktop environment, network environment, Internet service provider, or other technical issues which may affect your ability to use Ziflow and for which you are responsible.

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