> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zbx.boomfi.xyz/llms.txt
> Use this file to discover all available pages before exploring further.

# Service Level Agreement

> Uptime targets, support response times, and customer responsibilities for ZBX.

### 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:

| Severity level | Definition                                                            | Initial response time         | Resolution target time            |
| -------------- | --------------------------------------------------------------------- | ----------------------------- | --------------------------------- |
| **Critical**   | Service is completely down, causing financial impact.                 | **30 minutes** (24/7)         | Best effort, immediate escalation |
| **High**       | Major issue affecting transactions but partial functionality remains. | **2 hours** (24/7)            | Within **8 hours**                |
| **Medium**     | Minor issue, system functioning with some limitations.                | **4 hours** (business hours)  | Within **24 hours**               |
| **Low**        | General inquiries, non-urgent issues.                                 | **24 hours** (business hours) | Within **5 business days**        |

### 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.

Contact [ZBX support](https://support.zbx.boomfi.xyz).

### 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.

### 7. Modification and termination

ZBX reserves the right to update this SLA at any time.