Zams Service Level Agreement (SLA)

Last updated: September 15, 2025

At Zams, we’re committed to delivering reliable, secure, and high-performance services for our customers. This Service Level Agreement (SLA) outlines our service commitments, support availability, and remedies if we fall short of our promises.

Service Availability

  • Uptime Guarantee: Zams guarantees 99.9% availability each calendar month.

  • Scheduled Maintenance: Maintenance will be performed during off-peak hours whenever possible, with 24 hours’ advance notice via email or in-app notification.

  • Monitoring: Availability is tracked using Zams’ internal monitoring systems.

Support Commitments

Zams offers 24/7 customer support via email and the Zams support portal. Response times vary by severity level:

  • Critical (Service unavailable): 1 hour response

  • High (Major features impacted): 4 hours response

  • Medium (Partial degradation): 1 business day

  • Low (General inquiries): 2 business days

Service Credits

If uptime falls below our 99.9% guarantee, customers are eligible for the following credits:

  • 99.0% – 99.9% uptime: 5% of monthly subscription fee

  • 98.0% – 99.0% uptime: 10% of monthly subscription fee

  • Below 98.0% uptime: 20% of monthly subscription fee

How to Claim Credits: Notify Zams in writing within 30 days after the affected month. Credits are applied to the next billing cycle and are the sole remedy for availability issues.

Data Security & Backups

  • Daily backups of customer data are performed and retained for 14 days.

  • Zams implements industry-standard security measures to protect customer information.

Incident Management

In the event of a critical incident impacting service availability or data security, Zams will:

  • Promptly notify affected customers

  • Provide regular status updates until resolution

Exclusions

This SLA does not cover downtime caused by:

  • Events outside Zams’ reasonable control (e.g., force majeure, internet provider issues)

  • Customer or third-party actions/inactions

  • Use of beta, trial, or free features

  • Scheduled maintenance (with proper notice)

Chronic Failures

If uptime falls below 99% for three consecutive months, customers may terminate their subscription without penalty by providing written notice.

SLA Modifications

Zams may update this SLA with 30 days’ prior notice. Updates will not reduce service levels during a customer’s current subscription term.

Governing Terms

This SLA is part of your agreement with Zams. If there is a conflict between this SLA and another agreement, this SLA governs with respect to service levels.

✅ In summary: Zams is committed to 99.9% uptime, 24/7 support, robust data protections, and fair remedies when service falls short.