Zeloy — Service‑Level Agreement (SLA)
Last updated ▸ 4 May 2025

1. Purpose & Scope

This SLA defines Zeloy Ltd.’s commitment to keep the Zeloy control panel and API (app.zeloy.io and api.zeloy.io) operational. It does not cover the availability of cloud or bare‑metal servers you provision through Zeloy; those remain the responsibility of the underlying infrastructure provider.

2. Monthly Uptime Percentage (MUP)

MUP = (Maximum Available Minutes – Downtime) ÷ Maximum Available Minutes × 100

Downtime = any full consecutive minute in which the control panel/API cannot receive or process valid requests, as confirmed by our monitoring.

3. Zeloy Uptime Commitment

Zeloy will use commercially reasonable efforts to provide ≥ 99.90 % MUP during each calendar month (the “Uptime Goal”).

4. Service‑Credit Schedule

*Credits are applied to your Zeloy wallet and offset future invoices; they are not refundable in cash.
The maximum cumulative credit per monthly billing cycle is the full amount you paid for that cycle (100 %). 

5. Exclusions

Downtime does not include interruptions caused by:

• Force‑majeure events (natural disasters, war, acts of government, global Internet outages).

   

• Network or DNS issues outside Zeloy’s autonomous systems.

   

• Misconfiguration, misuse, or abusive activity originating from your account or API keys.

   

• Scheduled maintenance announced ≥ 24 h in advance (typically performed during low‑traffic windows and limited to 60 minutes per month).

   

• Suspension triggered by violations of Zeloy’s Terms of Service or Acceptable Use Policy.

   

6. Requesting a Service Credit

1. Send an e‑mail to [email protected] with subject “SLA Credit Request” within 10 days of the incident.

    

2. Include: date/time range, affected endpoints, relevant logs or screenshots, and steps to reproduce.

    

3. Zeloy will investigate and, if the claim is validated, issue the credit within the next billing cycle.
   Failure to submit a complete request within the 10‑day window waives your right to the credit.

    

7. Eligibility

You must have (i) an active paid subscription, (ii) no overdue invoices, and (iii) no ongoing breach of Zeloy’s Terms of Service. Credits cannot be transferred or exchanged for cash.

8. Changes to this SLA

Zeloy may modify this SLA by posting an updated version to zeloy.io/sla. Material changes take effect at the start of the next billing cycle following publication.

9. Entire Agreement

This SLA is incorporated by reference into the Zeloy Terms of Service and is subject to the same disclaimers and limitations of liability therein.