Contracted services only.
The 99.9% monthly uptime commitment and response targets on this page apply only to services whose order form or product schedule states that they are covered. They do not automatically apply to every infrastructure product, third-party service, application or customer-managed component.
Monthly uptime percentage
Total minutes in the calendar month, less qualifying downtime, divided by total minutes in that month. Scheduled maintenance and exclusions below are not qualifying downtime.
99.9% where contracted.
Eligible customers may request a service credit when the covered service falls below the contracted monthly uptime percentage. Credits apply to the affected service fee, not the full customer account, and cannot exceed the affected monthly fee.
| Monthly uptime | Maximum credit on affected monthly fee |
|---|---|
| 99.0% to below 99.9% | 10% |
| 95.0% to below 99.0% | 25% |
| Below 95.0% | 50% |
Response is not resolution.
Initial response confirms that the incident has reached the responsible operating path and triage has started. Resolution depends on cause, access, dependencies, customer decisions and third-party providers.
| Severity | Typical definition | Initial response |
|---|---|---|
| P1 Critical | Production service unavailable or active production data-loss event | Under 15 minutes where contracted |
| P2 High | Material production impairment with substantial business impact | 1 hour where contracted |
| P3 Medium | Non-critical impairment with a workaround | 4 hours where contracted |
| P4 Low | General request, minor issue or planned change | 24 hours where contracted |
Events outside the covered boundary.
- Scheduled maintenance announced through the contracted communication path
- Emergency work reasonably required to protect the service
- Customer application code, configuration, credentials or unauthorised changes
- Third-party networks, cloud services, DNS, registrars, licences and integrations outside ZenoCloud control
- Attacks or traffic exceeding the contracted protection and capacity boundary
- Suspension under applicable terms or non-payment
- Force majeure and lawful government action
- Resource exhaustion outside the ordered configuration or agreed operating scope
Submit evidence within 30 days.
Send the affected service, incident date and time, observed duration, impact and available supporting evidence to the contracted support channel within 30 days. ZenoCloud will validate the request against monitoring records, exclusions and the governing agreement. Approved credits are applied to a future invoice and are not cash refunds.
The contracting entity matters.
Noida, Uttar Pradesh 201301
India
support@zenocloud.ioZeno Ventures LLC30 N Gould St, Ste R
Sheridan, Wyoming 82801
USA
support@zenocloud.io
For escalation channels and severity routing, see the SLA and escalation matrix.