Uptime guarantees and service credits.

1. Scope and Eligibility

This Service Level Agreement ("SLA") applies to active paid Vendor subscriptions on the Zennvue Platform operated by Viceroy NM LLC. Coverage and commitments differ by tier, as detailed below.

This SLA does not apply to:

• Vendor accounts during the 14-day free trial period
• Customer plans (Free, Pro $9.99/mo, Planner $39/mo)
• Marketplace add-ons (Silver, Gold) on a standalone basis
• Beta features, preview features, or features marked as "experimental"

2. Uptime Commitment

"Uptime" means the percentage of time during a calendar month that the Zennvue Platform is available and responsive to authenticated user requests. Uptime is measured by our internal monitoring system across all production regions.

2.1 Uptime by Tier

2.2 What Counts as Downtime

Downtime is the cumulative duration during a calendar month when:

• The Platform is completely inaccessible to authenticated users
• Core CRM functions (lead pipeline, client management, contracts, payments) return server errors for more than 5 consecutive minutes
• Authentication is broken across the Platform for more than 5 consecutive minutes

Downtime is calculated based on monitoring data and verified user reports. Brief, intermittent issues (under 5 minutes) and degraded performance that does not prevent core functionality do not count toward downtime.

3. Support Response Times

Support response time is measured from the time a support request is submitted (via in-app chat, email, or phone) until a Zennvue team member responds with substantive engagement on the issue.

3.1 Severity Levels

• P1 (Critical): Platform down, data loss, payment processing broken, security incident
• P2 (High): Core feature broken, significant performance degradation, integration failures
• P3 (Standard): Bug reports, configuration issues, billing questions
• P4 (Low): Feature requests, general questions, documentation

3.2 Response Times by Tier

Business hours are 9:00 AM to 6:00 PM Mountain Time, Monday through Friday, excluding U.S. federal holidays. Enterprise tier P1 and P2 response is 24/7/365.

4. Service Credits

If we fail to meet the uptime commitment in a calendar month, eligible Studio and Enterprise customers may claim service credits as set forth below. Service credits are issued as percentage discounts on the next monthly invoice.

4.1 Credit Calculation

4.2 Credit Form and Use

Service credits are non-cash and may not be exchanged for cash refunds. Credits expire 12 months after issuance and apply only to future Vendor subscription invoices. Credits cannot be applied to marketplace add-ons, Stripe processing fees, or other third-party charges.

4.3 Credit Cap

The maximum service credit issued in any calendar month will not exceed 50% of that month's subscription fee for the affected plan, regardless of cumulative downtime.

5. Exclusions

The uptime commitment and service credit calculations exclude downtime caused by:

• Scheduled maintenance: Maintenance windows announced at least 48 hours in advance, scheduled outside U.S. business hours when possible
• Customer-caused issues: Misconfiguration, integration failures attributable to customer-controlled systems, exceeding documented rate limits
• Force majeure: Natural disasters, war, terrorism, government action, internet backbone failures, regional infrastructure outages outside our control
• Third-party providers: Failures attributable to Stripe, Anthropic, OpenAI, Google, AWS, or other third-party providers, where the failure is in their service rather than our integration
• Customer-blocked actions: Account suspensions for non-payment, AUP violations, or terminated accounts
• Beta or preview features: Features marked as beta, preview, or experimental in the Platform UI or documentation
• DDoS and malicious attacks: Downtime caused by distributed denial-of-service attacks or other malicious traffic, while we work to mitigate the attack

6. Claim Procedure

To claim a service credit:

1. Submit your claim within 30 days of the end of the calendar month in which the downtime occurred. Claims submitted after 30 days are not eligible.
2. Email hello@zennvue.com with "SLA Credit Claim" in the subject line.
3. Include the following information in your claim:
   • Account email address
   • Affected plan tier (Studio or Enterprise)
   • Calendar month being claimed
   • Approximate dates and times of downtime experienced
   • Description of impact on your operations

We will review the claim against our internal monitoring data and respond within 10 business days. If approved, the service credit is applied to the next monthly invoice.

7. Custom Enterprise SLAs

Enterprise customers ($749/mo and above) may negotiate custom SLA terms beyond those in this document, including:

• Higher uptime commitments (99.95%, 99.99%) with corresponding credit structures
• Faster support response times with dedicated support engineers
• Named Customer Success Manager and Technical Account Manager
• Custom monitoring, reporting, and SLA dashboards
• Specific data residency, security, or compliance commitments
• Onboarding and implementation SLAs

Custom SLA terms are negotiated as part of an Enterprise contract and supersede the standard terms in this document where they conflict. Contact hello@zennvue.com for Enterprise-tier discussions.

8. Changes to this SLA

We may update this SLA from time to time. Material changes (such as reducing uptime commitments or response times) will be communicated via email or Platform notice at least 30 days before the effective date. Changes that increase your benefits (such as faster response times or higher credits) may take effect immediately.

9. Contact

For questions about this SLA, custom Enterprise terms, or to submit a service credit claim, contact hello@zennvue.com.