Service Level Agreement
Our uptime commitments, how we measure them, and what happens when we fall short.
Effective date: June 13, 2026. Last updated: August 22, 2026. Applies to all paid plans.
Uptime commitments
We target 99.9% monthly uptime across all covered services. That works out to no more than about 43 minutes of downtime in a calendar month, or about 8.8 hours across a full year.
ZillaSoft Website
zillasoft.io and all static pages
Backed by AWS CloudFront + S3
Cloud sync APIs
Authentication, sync, and subscription endpoints
Backed by Railway (API server) and Neon (database)
Desktop apps and browser extension
Core functionality runs locally on your device or in your browser
Core productivity features remain available locally even during cloud service interruptions.
How we measure uptime
Uptime is calculated monthly as the percentage of minutes in a calendar month during which each service is available and responding to requests. Availability is determined by automated health checks running at regular intervals from multiple geographic regions.
A service is considered "unavailable" when it fails to respond to health checks for two or more consecutive minutes. Brief transient errors that resolve within a single check interval are not counted as downtime.
Current service status and incident history are always available on the Status page.
What is not covered
Scheduled maintenance communicated at least 48 hours in advance
Outages caused by third-party providers (Auth0, AWS, Stripe, Railway, Neon, and other services used for the proper functioning of ZillaSoft apps) outside ZillaSoft control
Apps distributed through third-party marketplaces (currently the Atlassian, Zendesk, and Freshworks marketplaces, and any marketplace we may add in the future), which run on infrastructure operated by those platforms
Distribution and update availability of the browser extension through third-party stores (Chrome Web Store, Microsoft Edge Add-ons, Firefox Add-ons)
Force majeure events (natural disasters, war, pandemics)
Issues caused by customer misuse or unauthorized access attempts
Beta or pre-release features explicitly labeled as such
Apps that ZillaSoft distributes through third-party marketplaces (the Snipzilla Templates apps for Jira, Zendesk, and Freshdesk, and any marketplace app we release in the future) run entirely on infrastructure operated by those platforms. ZillaSoft does not host, monitor, or control that infrastructure. The availability of those apps is therefore governed by the host platform's own service commitments rather than by this SLA, and no service credit is issued under this SLA for their downtime. The 99.9% commitment on this page applies to the services ZillaSoft operates: the ZillaSoft website and the cloud APIs behind our desktop applications and browser extension.
Scheduled maintenance is typically performed during low-traffic periods around 23:00 Guatemala time (05:00 UTC).
SLA credits
If monthly uptime falls below 99.9%, affected customers on paid plans may request a service credit. Credits are calculated as a percentage of the monthly subscription fee for the affected service:
| Monthly uptime | Credit |
|---|---|
| 99.0% to below 99.9% | 10% |
| 95.0% to below 99.0% | 25% |
| Below 95.0% | 50% |
Credits are applied to the next billing cycle. To request a credit, open a billing ticket or email billing@zillasoft.io within 30 days of the end of the affected month. Credits are the sole remedy for SLA violations and are not redeemable for cash.
Enterprise customers have SLA terms defined in their individual service agreements, which supersede this page.
Incident response
Detection
Automated health checks alert us within minutes of a service disruption.
Communication
Status page is updated within 1 hour of a confirmed incident. Email updates sent to affected users for outages over 30 minutes.
Resolution
Post-incident report published on the Status page within 48 hours of resolution.
| Severity | Example | Response target |
|---|---|---|
| Critical | Full outage | 4 hours |
| High | Major feature degraded | 1 business day |
| Medium | Partial issue | 3 business days |
| Low | Cosmetic / non-critical | 5 business days |
Response targets represent initial acknowledgment, not resolution time. Targets apply during standard business hours.
Questions about your plan?
If you have specific SLA requirements for an enterprise deployment, get in touch and we will work out the details.
Contact us