Service Level Agreement (SLA)
Last updated: June 26, 2025
This is the Service Level Agreement (SLA) that establishes the quality standards we offer with our services. It applies to all Zelora clients, including users of free plans under the specific conditions detailed herein.
1. Purpose of the Service Agreement
Establishes the quality commitments that Zelora offers to its clients regarding service availability, technical support, and response times. Our goal is to guarantee a reliable and professional experience.
2. Service Availability
Zelora commits to offering a minimum monthly availability of 90% on all paid hosting services.
The following cases will not be considered a breach of this guarantee:
- Scheduled maintenance with at least 24 hours notice.
- Force majeure or infrastructure failures outside Zelora's control (e.g. major network outages).
- Non-compliance by the client with the Terms and Conditions.
3. Technical Support
- Hours: Monday to Friday, 10:00 to 20:00 (CET)
- 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
Free services have limited support, so these time conditions do not apply to them.
4. Compensations
If the paid service does not meet the agreed availability percentage, the client may request compensation in the form of credit:
- Between 85% and 89.99%: 10% credit on the monthly invoice.
- Between 80% and 84.99%: 25% credit on the monthly invoice.
- Below 80%: 50% credit on the monthly invoice.
5. Free Plans
Free plan users will enjoy limited resources and access to basic support. Zelora reserves the right to temporarily interrupt the service during high load periods or delete inactive instances after more than 30 days of inactivity.