Service Level Agreement
Service Level Agreement
EXTERNAL --- CLEARED FOR CLIENT DISTRIBUTION
Availability Commitment, Service Credits, and Support Severity Targets for the ZINFI Unified Partner Management (UPM) Platform
Prepared by ZINFI Technologies, Inc.
Created September 18, 2026
Table of Contents
Executive Summary
This Service Level Agreement ("SLA") states ZINFI's availability commitment for the ZINFI Unified Partner Management (UPM) platform, how availability is measured, what service credits accrue when the commitment is missed, and the response targets that apply to support requests by severity. It replaces and supersedes Exhibit E of the ZINFI Terms and Conditions.
- ZINFI commits to 99.9% Monthly Uptime Percentage for the UPM production platform, measured per calendar month across all licensed modules.
- Service credits accrue on a three-tier schedule --- 10%, 25%, or 50% of the monthly subscription fee --- based on how far actual uptime falls below the commitment.
- Credits are claimed by the customer within thirty (30) days of the end of the affected month and are applied against future subscription fees.
- Support requests are classified Severity 1 through Severity 4, with initial response targets of one hour, four hours, one business day, and three business days respectively.
- Scheduled maintenance is announced at least seventy-two (72) hours in advance, is confined to a defined weekend window, and is excluded from the uptime calculation.
1. Scope and Definitions
1.1 Scope
This SLA applies to the production instance of the ZINFI Unified Partner Management (UPM) platform provisioned for a customer under an executed Subscription Order Form. It does not apply to sandbox, trial, evaluation, proof-of-concept, or non-production environments, to beta or early-access features expressly identified as such, or to professional services delivery, which is governed separately.
1.2 Definitions
- Monthly Uptime Percentage --- total minutes in a calendar month, less Unavailable Minutes, divided by total minutes in that month, expressed as a percentage.
- Unavailable Minutes --- the aggregate minutes during which the platform is Unavailable, excluding Excluded Minutes as defined in Section 2.4.
- Unavailable --- the platform, or any licensed module of it, does not respond to a valid authenticated request, or returns a server-side error, for two (2) or more consecutive minutes.
- Monthly Subscription Fee --- the total subscription fee attributable to the affected calendar month, calculated as the annual subscription fee divided by twelve.
- Scheduled Maintenance --- planned platform maintenance announced in accordance with Section 4.
- Business Day --- Monday through Friday, excluding public holidays observed by ZINFI in the customer's designated support region.
Module-level availability: Availability is assessed across all modules the customer has licensed. A failure confined to a single licensed module counts toward Unavailable Minutes. This is a deliberate departure from all-users total-outage standards: partial degradation of a licensed module is a real service failure and is treated as one.
2. Availability Commitment
2.1 The Commitment
ZINFI will use commercially reasonable efforts to make the UPM production platform available with a Monthly Uptime Percentage of at least 99.9% during each calendar month of the subscription term. At 99.9%, the permitted unavailability is approximately forty-three (43) minutes in a thirty-day month.
2.2 Measurement
ZINFI measures availability using automated external monitoring that issues authenticated synthetic transactions against the production platform at intervals of no more than sixty (60) seconds, from no fewer than two independent geographic points of presence. An interval is counted as Unavailable only where failure is confirmed from more than one point of presence, so that a single monitoring-node fault does not register as an outage.
ZINFI retains availability measurement records for the duration of the subscription term plus twelve (12) months, and will provide the records supporting any month in which a credit is claimed.
2.3 Reporting
ZINFI publishes Monthly Uptime Percentage for the preceding calendar month within ten (10) business days of month end. Customers may request the underlying measurement records for any month within the retention period.
2.4 Excluded Minutes
The following are excluded from the availability calculation:
- Scheduled Maintenance conducted in accordance with Section 4.
- Emergency maintenance required to address an active security threat, where ZINFI provides as much notice as the circumstances reasonably permit.
- Unavailability caused by the customer, its users, or its partner users --- including misconfiguration, custom workflows, exceeding documented API rate limits, or credential compromise originating outside ZINFI's systems.
- Unavailability caused by a third-party system the customer has connected to the platform, including CRM, SSO, ERP and other integrated systems, except where the failure lies in ZINFI's connector itself.
- Unavailability caused by the customer's own network, internet connectivity, or end-user devices.
- Suspension of service properly exercised under the ZINFI Terms and Conditions or the ZINFI Acceptable Use Policy.
- Force majeure events beyond ZINFI's reasonable control, including natural disaster, war, civil unrest, and widespread internet or utility failure.
3. Service Credits
3.1 Credit Schedule
Where the Monthly Uptime Percentage falls below 99.9% in a calendar month, the customer is entitled to a service credit calculated as a percentage of the Monthly Subscription Fee for that month:
99.9% or above: Up to 43 minutes downtime — None, commitment met
Below 99.9% to 99.0%: 43 minutes to 7.2 hours downtime — 10% of Monthly Subscription Fee
Below 99.0% to 95.0%: 7.2 hours to 36 hours downtime — 25% of Monthly Subscription Fee
Below 95.0%: More than 36 hours downtime — 50% of Monthly Subscription Fee
3.2 Claiming a Credit
To claim a service credit the customer must submit a written request to ZINFI within thirty (30) days of the end of the affected calendar month, identifying the month, the dates and approximate times of the unavailability observed, and any supporting logs or records available to the customer. ZINFI will acknowledge a claim within five (5) business days and will determine the claim within fifteen (15) business days of acknowledgement, providing its availability measurement records for the month in question.
3.3 Application of Credits
Approved credits are applied against future subscription fees. Credits are not refundable in cash, are not transferable, and do not extend the subscription term. The maximum aggregate credit in any single calendar month is fifty percent (50%) of the Monthly Subscription Fee. Credits do not accrue against professional services fees, connector fees, hosting fees, or consumption-based charges.
3.4 Exclusive Remedy
Service credits are the customer's sole and exclusive remedy for any failure by ZINFI to meet the availability commitment in this SLA, except where the customer holds a termination right under Section 3.5.
3.5 Chronic Failure
Where the Monthly Uptime Percentage falls below 99.0% in any three (3) calendar months within a rolling twelve-month period, the customer may terminate the affected subscription on thirty (30) days' written notice without penalty, and ZINFI will refund any prepaid subscription fees attributable to the period after the effective termination date.
4. Scheduled Maintenance
ZINFI performs scheduled maintenance within a defined weekend maintenance window and provides at least seventy-two (72) hours' advance notice by email to designated customer administrators and by in-platform notification. ZINFI targets no more than eight (8) hours of scheduled maintenance in any calendar month and will schedule maintenance to minimise disruption across the customer's principal operating regions where reasonably practicable.
Emergency maintenance may be performed outside this window where required to address an active security threat, a data-integrity risk, or a critical platform defect. ZINFI will provide as much advance notice as the circumstances reasonably permit and will issue a written summary of the cause and resolution within five (5) business days.
5. Support Severity and Response Targets
5.1 Severity Definitions
Severity 1 — Critical: Production platform is unavailable, or a business-critical function is inoperable, with no workaround. Material business operations are halted. Example: Portal inaccessible to all users; partner deal registration failing platform-wide.
Severity 2 — High: A major function is significantly impaired or a substantial subset of users is affected. A workaround may exist but is not sustainable. Example: MDF claim approval workflow failing; a licensed module unavailable to one region.
Severity 3 — Medium: A non-critical function is impaired, or a defect affects a limited number of users. A reasonable workaround exists. Example: A report renders incorrectly; a co-branded asset template fails to generate for one partner tier.
Severity 4 — Low: Cosmetic issue, documentation question, configuration guidance, or enhancement request. No operational impact. Example: Label wording correction; how-to question on workflow configuration.
5.2 Response and Resolution Targets
Severity 1: Initial response 1 hour, 24×7. Status updates every 2 hours until resolved. Target resolution: continuous effort until resolved or downgraded.
Severity 2: Initial response 4 business hours. Status updates daily. Target resolution: 3 business days.
Severity 3: Initial response 1 business day. Status updates every 3 business days. Target resolution: 10 business days or next scheduled release.
Severity 4: Initial response 3 business days. Status updates on material change. Target resolution: next scheduled release or product roadmap.
*Initial response means acknowledgement by a qualified ZINFI support engineer with an assigned ticket reference and a named owner, not an automated receipt. Target resolution is a good-faith target and not a guarantee; where a defect requires a code change, resolution follows ZINFI's release process.*
5.3 Severity Assignment
The customer assigns an initial severity when submitting a request. ZINFI may propose a reclassification where the reported impact does not match the definitions in Section 5.1, and will explain the basis for any proposed change. Where the parties do not agree, the matter is escalated under Section 5.5 and the customer's assigned severity applies until the escalation is resolved.
5.4 Support Channels and Hours
Severity 1 requests are accepted twenty-four hours a day, seven days a week. Severity 2 through Severity 4 requests are accepted during business hours in the customer's designated support region. Channels, named contacts, and any region-specific coverage are set out in the customer's Subscription Order Form.
ZINFI provides inbound support to the customer's partner users on matters relating to the ZINFI platform. Questions concerning the customer's own partner program, its policies, or its commercial terms are redirected to the customer's designated partner point of contact.
5.5 Escalation
A customer may escalate a Severity 1 request that is not acknowledged within the response target, or any request where progress has stalled, through the escalation path named in its Subscription Order Form. Escalation does not alter the severity classification or the credit entitlements in Section 3.
6. General
6.1 Relationship to the Agreement
This SLA is incorporated into and forms part of the ZINFI Terms and Conditions and each Subscription Order Form. It replaces and supersedes Exhibit E of the ZINFI Terms and Conditions in its entirety. Where this SLA conflicts with a negotiated service level schedule in an executed Subscription Order Form, that Order Form controls. Capitalised terms not defined here have the meaning given in the ZINFI Terms and Conditions.
6.2 Changes to This SLA
ZINFI reviews this SLA at least annually. Where a change would reduce the availability commitment, narrow the credit schedule, or lengthen a response target, ZINFI will provide at least sixty (60) days' written notice and the change will not take effect for an existing customer until the start of that customer's next renewal term. Every version carries a version number and an effective date; prior versions are retained and available on request.
Document version: This is Version 1.0 of the ZINFI Service Level Agreement, effective September 18, 2026. Supersedes Exhibit E of the ZINFI Terms and Conditions (09162026). Owner: ZINFI Technologies Customer Success and Legal. Next scheduled review: September 2027.
Closing Summary
This SLA establishes four commitments: 99.9% monthly uptime measured by independent external monitoring across all licensed modules; a three-tier service credit schedule to 50% of the monthly subscription fee; a chronic-failure termination right; and severity-based support response targets from one hour for Severity 1 to three business days for Severity 4.
- Confirm your designated support region, named support contacts, and escalation path are correctly recorded in your Subscription Order Form.
- Register the administrator addresses that should receive scheduled maintenance notifications.
- Review the severity definitions in Section 5.1 with your platform administrators so requests are classified consistently from the outset.
- Note the thirty-day window in Section 3.2 for submitting a service credit claim.
- Contact ZINFI through the Trust and Compliance Center with any questions about availability measurement, credit claims, or support coverage.
legal@zinfitech.com | zinfi.com/trust-compliance-center