Zentera Air Service Level Agreements

Service Availability

The Zentera Air SaaS (the “Services”) will be available for 100% of the total hours during every month you use the Services (the “Service Availability Target”). The Service Availability for a given month is calculated by dividing the total hours the Services are available by the total hours in that month. Service Availability is determined using a combination of external monitors to verify reachability of the Services as well as a review of service logs to validate operation of the Services.
If our Service Availability fails to meet the Service Availability Target for a given month, you are eligible to receive a Service Credit as outlined below.

If you have multiple Zentera Air tenants, the Service Availability is calculated by aggregating the availability across all tenants. For example: you have two tenants; in a given month, Tenant 1 is available for 43,000 hours out of the total 43,200 hours, while Tenant 2 is available for 43,200 hours out of the total 43,200 hours. Your Service Availability for that month is calculated to be (43,000 + 43,200) / (43,200 + 43,200) = 99.769%.

Service Credits

A Service Credit represents the pro-rated daily amount you pay for the Services. Service Credits will be applied to your next Zentera invoice. For example, if your Zentera Air contract amount is $50,000 per year and you experience a service failure resulting in 5 Service Credits, you will be entitled to receive a credit of 5 / 365 * $50,000 = $684.93 on your next invoice.
In no event may a Service Credit be exchanged for cash value or refunded.
During a single calendar month, Zentera will not issue more than 30 Service Credits, regardless of the number of incidents reported.
You agree that Service Credits are your sole and exclusive means of remedy for Zentera’s failure to meet the Service Availability Target.

Reporting Incidents and Requesting Service Credits

To receive Service Credits, you must raise a support request within 10 days of an incident that impacts the Service Availability. Zentera will research the incident, calculate the Service Availability, and notify you of any Service Credits issued within 15 days of the end of the month in which the incident occurred. If you fail to raise a support request within the 10-day window, you forfeit your right to receive Service Credits.

Service Level Agreement Eligibility Requirements and Exclusions

Applies to Paid Services Only

This Service Level Agreement, Service Availability Targets and Service Credits do not apply to free or evaluation versions of the Services.

Applies Only to Accounts in Good Standing

As of the date of the incident giving rise to a Service Credit, Zentera must have received all owed fees for the Services. This Service Level Agreement will not apply to accounts with outstanding fees.

Excludes Scheduled Maintenance Windows

From time to time, Zentera may announce a Scheduled Maintenance Window, defining a time that will be used for purposes of upgrading and maintaining the Services, in which the Services are expected to be inaccessible. These Scheduled Maintenance Windows are not included in the Services Availability calculation.

Applies to Zentera-Hosted Components

This Service Level Agreement applies to Zentera Air components which are hosted on your behalf, including your zCenter tenants and Zentera’s global network of ZNS instances.

Excludes Failures of Your Networks

This Service Level Agreement does not apply to failures caused by your network, including failure of a site’s Internet connectivity, a denial-of-service attack on your facilities, or a loss of Internet access for your end users. To the extent that Zentera’s published guidelines and documentation require, your networks must comply with Zentera’s requirements to receive Service Credits.

Excludes Services Components You Maintain

This Service Level Agreement does not apply to components of the Services that you maintain, including Gateway Proxies and Private ZNS instances, the failure to properly maintain zLink sensors on your endpoints, or the failure to secure and keep free from malware Services components deployed in your networks.

Excludes Misuse or Abuse of the Services

This Service Level Agreement does not extend to failures caused by abuse or misuse of the Services, or while abusing or misusing the Services as outlined in the End User License Agreement or other applicable license agreement.