Service Level Agreement (SLA)

1. Purpose of the Service Level Agreement

This agreement establishes the quality commitments offered by Zelora regarding service availability, technical support, and applicable compensation. Specific conditions may vary depending on the service purchased.

This agreement covers purchased paid hosting services. Free plans are excluded unless expressly stated otherwise and are governed by clause 5. Availability will be measured per calendar month for each purchased service, based on Zelora's monitoring records.

2. Service Availability

Zelora commits to providing a minimum monthly availability of 90% for paid hosting services covered by this SLA.

The following situations will not constitute a breach of this availability commitment:

• Scheduled maintenance communicated at least 24 hours in advance where circumstances permit.
• Force majeure or infrastructure failures outside Zelora's reasonable control, including major network outages or serious incidents affecting external providers.
• Incidents caused by configurations, modifications, or actions performed by the Customer.
• Breaches of these Terms and Conditions by the Customer.
• Attacks, abuse, or third-party activity affecting the infrastructure that Zelora could not reasonably prevent.

Monthly availability will be calculated as the percentage resulting from dividing the time during which the service was available by the total time in the month, excluding the cases listed in the preceding paragraph.

An outage means a total loss of access to the purchased service attributable to Zelora. Partial degradations will be assessed case by case according to their actual impact on the service, using the same records.

3. Technical Support

• Hours: Monday to Friday, 10:00 to 20:00 (CET/CEST)
• Channels: email
• Estimated response times:
  • High-priority tickets: Less than 2 hours
  • Standard tickets: Less than 12 hours
  • Low-priority tickets: Less than 24 hours

The times listed are response-time targets and do not necessarily constitute guaranteed resolution times. Free services receive limited support and these response-time conditions do not apply to them unless expressly stated otherwise.

4. Service Credits

If a paid service covered by this SLA does not meet the agreed availability percentage, the Customer may request a service credit for the affected service:

• Between 85% and 89.99%: 10% credit of the monthly invoice for the affected service.
• Between 80% and 84.99%: 25% credit of the monthly invoice for the affected service.
• Below 80%: 50% credit of the monthly invoice for the affected service.

Credits must be requested within a reasonable period after the end of the relevant monthly period and are subject to verification against Zelora's availability records.

The compensation provided under this SLA will be issued as a credit toward future services, unless applicable law provides otherwise.

Compensation requests must identify the account, the affected service, the corresponding month and a description of the incident. The credit will be applied to the affected service.

5. Free Plans

Users of free plans will receive limited resources and basic support. Zelora reserves the right to temporarily interrupt free services during periods of high load or when necessary to protect infrastructure stability.

Zelora may delete free instances that remain inactive for more than 30 days where this condition has been communicated to the Customer.

6. SLA Exclusions

This SLA does not constitute a guarantee of uninterrupted operation and does not apply to services or features that are not expressly covered by it.

The service credits provided under this SLA constitute the specific compensation associated with the availability levels described herein, without prejudice to any rights that cannot legally be waived.

This SLA supplements the Terms and Conditions. In the event of any discrepancy regarding the availability and compensation of covered services, this agreement will prevail.