1. Overview
This Service Level Agreement (“SLA”) defines uptime targets, support response times, and responsibilities between ZBX (“Provider”) and its customers (“Client”).2. Service availability and uptime
ZBX commits to maintaining a 99.8% uptime for its core payment processing services, excluding scheduled maintenance and force majeure events.- Planned maintenance: Scheduled with at least 48 hours’ notice via email or platform notifications.
- Unplanned outages: ZBX provides real-time status updates on its status page.
3. Support and response times
ZBX provides customer support based on the following severity levels:4. Customer service SLA
ZBX support commitments include:- Multi-channel support: Clients can reach ZBX via email, live chat, and ticketing system.
- First contact resolution: Resolve simple queries in the first interaction whenever possible.
- Escalation process: Unresolved issues escalated to senior support within 24 hours of the initial report.
- Customer satisfaction (CSAT) tracking: Regular feedback to measure and improve service quality.
- Priority handling: VIP and enterprise users may receive dedicated support channels with faster resolution times.
5. Customer responsibilities
To ensure effective support, clients must:- Provide accurate incident details when reporting issues.
- Use designated communication channels for support requests.
- Maintain compliance with ZBX Terms of Service.
6. Exclusions
This SLA does not cover:- Issues caused by third-party providers, blockchain network congestion, or external factors.
- Force majeure events, including natural disasters or regulatory changes.
- Client-side connectivity, hardware failures, or non-compliance with security best practices.