Service Level Agreement (SLA)
1. Scope
This SLA applies to Zeridion Flare on paid plans (Starter, Pro, and Business) and describes the availability commitment, credit schedule, and exclusions. Free-tier accounts are not covered by this SLA. Enterprise customers may negotiate a custom SLA via their contract.
2. Availability target
Zeridion commits to 99.9% monthly uptime for the Flare API (api.zeridion.com) and job processing pipeline on Starter, Pro, and Business plans. Monthly uptime percentage is calculated as:
(total minutes in month − downtime minutes) / total minutes in month × 100
Downtime is defined as the API returning 5xx responses or timing out for more than one consecutive minute, excluding excluded events.
3. Service credit schedule
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.9% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to the next billing cycle. Credits are the sole remedy for availability failures and do not constitute a refund.
4. Excluded events
The following are not counted as downtime for SLA purposes:
- Scheduled maintenance announced at least 48 hours in advance via the status page or dashboard notification.
- Force majeure — events outside Zeridion's reasonable control, including natural disasters, acts of government, internet backbone failures, and cloud-provider region-wide outages that affect Azure globally.
- Customer-caused issues — downtime resulting from customer code, misconfigured webhooks, rate-limit exhaustion caused by customer traffic patterns, or actions taken by the customer within the dashboard or API.
- Beta or preview features — features explicitly marked as beta, preview, or experimental carry no uptime commitment.
5. How to claim a credit
- Email support@zeridion.com with subject line "SLA credit request — [month year]".
- Include your account email, the affected date(s) and time(s) (UTC), and a brief description of the impact you observed.
- Requests must be submitted within 30 calendar days of the end of the month in which the outage occurred. Late requests will not be honoured.
- Zeridion will respond within 10 business days with a determination. Approved credits appear on the following invoice.
6. Enterprise SLA
Enterprise customers may negotiate custom uptime targets, credit schedules, and support response times via their master services agreement. Contact sales@zeridion.com to discuss enterprise terms.
7. Free tier
The free tier is provided as-is with no uptime commitment. We aim for the same operational quality but cannot provide credits for free-tier disruptions.
8. Contact
SLA questions: support@zeridion.com. Legal questions about this agreement: legal@zeridion.com.