Service Level Agreement
Last updated: February 16, 2026
Uptime Commitment
ZeneSign commits to maintaining a minimum uptime of 99.9% for our core services, calculated on a monthly basis.
Service Availability by Plan
| Plan | Uptime SLA | Support Response |
|---|---|---|
| Free | Best Effort | Email (48h) |
| Pro | 99.9% | Email (24h) |
| Enterprise | 99.95% | Priority (4h) |
Covered Services
This SLA applies to the following core services:
- • Dashboard access and navigation
- • Document upload and storage
- • Signature request delivery
- • Signing link availability
- • API endpoints
Exclusions
The SLA does not apply to unavailability caused by:
- • Scheduled maintenance (announced 72 hours in advance)
- • Emergency maintenance (announced as soon as possible)
- • Factors outside our reasonable control (force majeure)
- • Issues caused by your applications or network
- • Suspension due to Terms of Service violations
Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To claim service credits, contact support within 30 days of the incident with details of the downtime experienced.
Maintenance Windows
Scheduled maintenance is performed during low-traffic periods (typically Sunday 2AM-4AM UTC). We will announce maintenance at least 72 hours in advance via email and status page. Scheduled maintenance does not count against uptime SLA.
Support Response Times
| Severity | Description | Response Time |
|---|---|---|
| Critical | Service unavailable | 1 hour |
| High | Major feature broken | 4 hours |
| Medium | Minor issue | 24 hours |
| Low | General question | 48 hours |
Questions about our SLA?
Contact our support team at support@zenesign.com