Service Level Agreement (SLA)
Effective date: 2026-05-17 (Preview). Final terms will be published at general availability.
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.