Service Level Agreement

Last Updated: June 28, 2026

This Service Level Agreement ("SLA") is incorporated into and forms part of the Terms and Conditions between Zone OS CRM, LLC ("Zone OS") and the subscribing business entity ("Customer"). This SLA applies to all paid subscription tiers.

1. Platform Availability

1.1 Uptime Commitment

Zone OS targets 99.9% monthly uptime for the core platform services. Uptime is calculated as:

Uptime % = ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100

1.2 Infrastructure

Zone OS is hosted on Google Cloud Platform (GCP), leveraging:

  • Firebase Hosting — CDN-backed static asset delivery with automatic SSL
  • Cloud Firestore — Multi-region NoSQL database with 99.999% availability SLA from Google
  • Cloud Functions (2nd Gen) — Serverless compute in us-east1
  • Cloud Run — Containerized services for Stripe integration and accounting
  • Cloud SQL (PostgreSQL) — Managed relational database for double-entry accounting with automated daily backups and point-in-time recovery
  • Firebase Authentication — Identity and access management with MFA support
  • Cloud Storage — Encrypted file storage for documents, contracts, and media

1.3 Exclusions

The following are excluded from uptime calculations:

  • Scheduled maintenance windows (see Section 2)
  • Force majeure events (natural disasters, widespread internet outages, government actions)
  • GCP/Firebase infrastructure outages beyond Zone OS's control (covered by Google Cloud SLA)
  • Third-party service disruptions (Stripe, Twilio, PayPal)
  • Customer-caused issues (misconfiguration, API abuse, exceeding rate limits)
  • Features in beta or preview release

2. Maintenance Windows

Type Notice Window
Scheduled Maintenance 72 hours advance notice Tuesdays & Thursdays, 2:00–6:00 AM ET
Emergency Security Patch Best-effort notice Deployed immediately upon confirmation
GCP Infrastructure Update As provided by Google Per Google Cloud maintenance schedule

Scheduled maintenance notifications are sent via email to account administrators and displayed as in-app banners. Maintenance windows exceeding 30 minutes of expected downtime will include a detailed impact assessment.

3. Service Credits

If Zone OS fails to meet the 99.9% monthly uptime target, eligible Customers may request service credits:

Monthly Uptime Service Credit
99.0% – 99.9% 10% of monthly subscription fee
95.0% – 99.0% 25% of monthly subscription fee
Below 95.0% 50% of monthly subscription fee
  • Service credits must be requested within 30 days of the affected month.
  • Credits are applied to future invoices and are not redeemable for cash.
  • Maximum credit per month: 50% of that month's subscription fee.
  • Credits do not apply to free-tier or trial accounts.

4. Support Response Times

Severity Description Initial Response Resolution Target
P1 — Critical Service completely unavailable; data loss risk; security breach 1 hour 4 hours
P2 — High Major feature degraded; payroll/payment processing impacted 4 hours 1 business day
P3 — Medium Non-critical feature issue; workaround available 1 business day 3 business days
P4 — Low General questions; feature requests; cosmetic issues 2 business days Best effort

Support is available via:

5. Data Backup & Recovery

System Backup Frequency Retention Recovery
Cloud Firestore Continuous (Google-managed, multi-region replication) Point-in-time recovery (7 days) RPO: near-zero; RTO: < 1 hour
Cloud SQL (PostgreSQL) Automated daily + on-demand 30 days RPO: < 24 hours; RTO: < 2 hours
Cloud Storage Object versioning enabled Per retention policy RPO: near-zero

6. Incident Communication

During service disruptions, Zone OS will:

  • Post real-time status updates (target: every 30 minutes during active incidents)
  • Send email notifications to affected account administrators for P1 and P2 incidents
  • Publish a post-incident report (Root Cause Analysis) within 5 business days of resolution for P1 incidents

7. Contact

For SLA-related inquiries or service credit requests: