Service Level Agreement (SLA)
Effective Date: 01.07.2025
Applies To: Licensed customers of Zencive SaaS platforms and premium plugins.
This SLA outlines the service levels and support expectations provided by Zencode LTD to its customers.
1. Service Availability
We aim for 99.9% uptime across our cloud services (excluding scheduled maintenance or third-party outages).
2. Support Hours
Support is available:
Monday–Friday (excluding public holidays)
9:00 AM – 6:00 PM (UK Time)
Support channels: Email (info@zencive.com), Support Page
3. Response Times
| Ticket Priority | Initial Response Time | Resolution Target |
|---|---|---|
| High (critical failure) | ≤ 6 hours | 24–48 hours |
| Medium (major feature issue) | ≤ 12 hours | 2–4 business days |
| Low (minor issue or question) | ≤ 24 hours | 3–7 business days |
4. Exclusions
We are not responsible for issues caused by:
- Hosting/server problems not under our control
- Misuse, user errors, or third-party plugins/themes
- Force majeure (e.g., DDoS, natural disaster)
5. Credits & Remedies
If we fail to meet SLA terms, affected customers may request service credits (discounts or extended license time), at our discretion.
