Legal

Service Level Agreement

Our availability commitment for Zap Cloud Business plan subscriptions, and the credits you receive if we miss it.

Effective October 31, 2026

1. Who this covers

This Service Level Agreement (“SLA”) applies to customers on a paid Zap Cloud Business plan whose account is in good standing. It is part of our Terms of Service. Starter and Pro plans are operated with the same monitoring and care but carry no availability commitment or credits.

2. Our commitment

Each calendar month, the Covered Services will be available at least 99.9% of the time (“Monthly Uptime”), not counting the Service Exemptions in section 5. For a 30-day month this allows about 43 minutes of downtime.

3. Covered Services

Your dashboard at your workspace address; your workspace machine and the business management system on it, reached through its erp- address; and your published websites served by ZapAGI.

Not covered: the content, speed or accuracy of AI model responses; voice features; delivery of email to other providers; services you connect from third parties; and features marked beta or preview.

4. How availability is measured

Our monitoring checks each Covered Service regularly from our own infrastructure. A Covered Service is down when it fails those checks for five or more consecutive minutes; the downtime lasts until checks succeed again. Monthly Uptime is the total minutes in the month minus downtime minutes (excluding section 5), divided by the total minutes in the month. Our monitoring records are the measure used for this SLA; if you have records that disagree, send them with your claim and we will review them.

5. Service Exemptions

Unavailability, delay or disruption of a Covered Service does not count as downtime when it is caused by any of the following (each a “Service Exemption”):

(a) Scheduled maintenance announced by email at least 48 hours ahead, up to 4 hours a month, carried out between 22:00 and 06:00 US Eastern Time or at weekends.

(b) Emergency maintenance to fix a security vulnerability or prevent imminent harm to the service or to customers, which we keep as short as possible and explain afterwards.

(c) Factors outside our reasonable control, including force majeure events: natural disasters and acts of God, fire, flood, pandemic, war, terrorism, civil unrest, government action, labor disputes not involving our staff, outages of electrical power or other utilities, failures of telecommunication lines, internet transit or upstream networks we do not operate, denial-of-service attacks, and vulnerabilities or exploits that could not have been avoided with commercially reasonable care.

(d) You or your users: your configuration, content, code or workloads, use that breaks the Terms of Service or the law, or a suspension under the Terms of Service.

(e) Your equipment and providers: your internet connection, devices or software, your domain registrar or DNS provider, and third-party services you connect.

(f) Third-party equipment, software or services that we do not control, and features marked beta or preview.

We take reasonable steps to limit the effect of a Service Exemption and tell affected customers while it lasts.

6. Service credits

If Monthly Uptime falls below the commitment, you receive a credit against your Business plan fee for that month:

From 99.0% to below 99.9%: 10% credit. From 95.0% to below 99.0%: 25% credit. Below 95.0%: 50% credit.

Credits apply to the Business plan fee only (not add-ons or one-off work), are applied to a future invoice, are not paid out in cash, and together cannot exceed 50% of the month’s plan fee.

7. How to claim

Email [email protected] within 30 days after the end of the affected month, with the subject SLA claim, your workspace address, and the dates and times you experienced downtime. We will reply with our findings within 10 business days and apply any credit to your next invoice.

8. Sole remedy

Service credits are your sole and exclusive remedy for any failure to meet this SLA. They do not change the limitation of liability in the Terms of Service.

9. Changes

We may update this SLA; the effective date above shows the current version. We will not lower the commitment or the credits during a billing period you have already paid for, and we will email Business plan customers at least 30 days before a change that reduces them.