Zurich Billing Service Level Agreement

1. Service Availability

Zurich Billing guarantees the following uptime for core services:

Service Tier	Uptime Guarantee	Maintenance Window
Standard	99.5% monthly	Sunday 00:00-02:00 EAT
Premium	99.9% monthly	Sunday 00:00-01:00 EAT

2. Support Response Times

Priority Level	Response Time	Resolution Time
Critical (Service Down)	1 hour	4 hours
High (Major Impact)	4 hours	24 hours
Medium (Minor Impact)	8 hours	72 hours

3. Payment & Account Terms

3.1 Accounts unpaid after 25 days will be automatically suspended.

3.2 Accounts with 3 consecutive months of non-payment will be permanently terminated with all data erased.

3.3 Service credits are available for verified SLA violations:

• 99.0-99.4% uptime: 5% monthly credit
• 98.0-98.9% uptime: 10% monthly credit
• Below 98%: 20% monthly credit

4. Data Backup Policy

4.1 System-wide backups are performed daily with 14-day retention.

4.2 ISPs are responsible for maintaining their own customer data backups.

5. Exclusions

The following are excluded from SLA calculations:

• Scheduled maintenance
• Force majeure events
• ISP-caused outages
• Third-party service failures

6. Termination

Either party may terminate this agreement with 30 days written notice, subject to payment of all outstanding fees.