Service Level Agreement

This Service Level Agreement ("SLA") describes Zentrovia Solutions Pvt. Ltd.'s ("Zentrovia") uptime commitment, maintenance practices, and remedies for the ZenPub platform ("Platform"). This SLA forms part of your subscription agreement (the "Agreement") and applies to all paid plans unless superseded by a signed enterprise contract.

1. Uptime Commitment

Zentrovia commits to 99.9% monthly uptime for the core Platform services: the reader, patron authentication, institutional access control, the publisher admin panel, the API, and content delivery.

Monthly uptime is calculated as:

99.9% uptime allows for a maximum of approximately 43.8 minutes of unplanned downtime per month. Downtime is counted only when the Platform is unavailable to all users of a tenant — partial degradation or single-feature unavailability does not count.

2. Definitions

• Downtime — A continuous period of one minute or more during which core Platform services are completely unavailable. Measured from the earlier of: (a) our automated monitoring alert or (b) your written incident report to us.
• Scheduled maintenance — Planned maintenance announced at least 48 hours in advance via email and the status page. Does not count as downtime.
• Emergency maintenance — Urgent patches to address active security vulnerabilities or data integrity risks. We will provide as much advance notice as practicable. Does not count as downtime if duration is under 30 minutes.
• Exclusions — Outages caused by: (a) force majeure; (b) actions or inactions of the Customer or their end users; (c) third-party services outside Zentrovia's control (DNS providers, CDN PoP outages beyond root infrastructure, payment processors); (d) Customer's failure to maintain minimum system requirements.

3. Maintenance Windows

Routine scheduled maintenance occurs during the following low-traffic window:

We will endeavour to complete all maintenance within the stated window. If a maintenance window overruns significantly, we will notify you in real time via the status page.

4. Incident Response SLAs

Response times below apply from the moment an incident is declared (either by our monitoring or your written report, whichever is earlier):

Resolution targets are goals, not guarantees. Complex P1/P2 incidents may require more time; we will update you hourly until resolved.

5. Support Channels by Plan

6. Service Credits

If monthly uptime falls below 99.9%, you may claim a service credit as follows:

To claim a credit, email hello@zentrovia.tech within 30 days of the affected month, with a description of the downtime period. Credits are applied to your next invoice and are your sole and exclusive remedy for uptime failures. Credits are not refundable as cash and cannot exceed your total monthly fee.

7. Status Page and Incident Communication

Real-time service status and incident history are published at status.zenpub.tech. You can subscribe to email or webhook notifications for any status change.

For active P1 or P2 incidents, Zentrovia will post updates at minimum every hour until the incident is resolved, and will publish a post-incident report within 5 business days for any outage exceeding 30 minutes.

8. Data Backup and Recovery

• Database backups — automated daily snapshots retained for 30 days; point-in-time recovery available to Zentrovia engineers
• File storage — content files stored in S3 with versioning enabled; cross-region replication available for enterprise plans
• Recovery time objective (RTO) — 4 hours for full tenant restoration from backup
• Recovery point objective (RPO) — 24 hours (daily backup cadence)

9. Changes to This SLA

Zentrovia may update this SLA to reflect platform improvements. We will notify you by email at least 30 days before any reduction in the uptime commitment or credit schedule takes effect. Improvements take effect immediately.

10. Contact

SLA claims and escalations: hello@zentrovia.tech — subject line: SLA Credit Request — [your organisation name]