This Service Level Agreement ("SLA") is part of the ezGRC Terms of Service between Zeros and Ones LLC and Customer. It applies to paid subscriptions only, not to free trials.
1. Availability commitment
| Plan | Monthly Uptime commitment | Service credits |
|---|---|---|
| Starter | 99.5% (target) | Not included |
| Growth | 99.5% (target) | Not included |
| Enterprise | 99.9% | Yes (Section 3) |
| Enterprise Plus | 99.95% | Yes (Section 3) |
Monthly Uptime = (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.
Downtime means a period of at least 5 consecutive minutes during which the ezGRC web application or API returns server errors or is unreachable for all Users of the Customer, as measured by our external monitoring. Background evidence collection running late is not Downtime unless it is delayed more than 24 hours.
2. Exclusions
Downtime does not include unavailability caused by:
- scheduled maintenance announced at least 48 hours in advance (we aim for low-traffic windows and fewer than 4 hours a month), or emergency maintenance needed to fix a critical security issue;
- factors outside our reasonable control, including internet or DNS failures outside our network, and force majeure events;
- outages of third-party services Customer connects (for example the customer's AWS account, identity provider, or ticketing tool), or of AWS Marketplace;
- Customer's equipment, network, configuration, or actions, or use in breach of the Terms or Acceptable Use Policy;
- suspension for non-payment or breach; or
- beta, preview, or trial features.
3. Service credits (Enterprise and Enterprise Plus)
| Monthly Uptime | Credit (% of that month's fees for the affected plan) |
|---|---|
| Below commitment but ≥ 99.0% | 10% |
| Below 99.0% but ≥ 95.0% | 25% |
| Below 95.0% | 50% |
- To receive a credit, Customer must request it at support@zerosandones.us within 30 days after the end of the affected month, with the dates and times of the Downtime.
- Credits are applied to the next invoice or renewal, are not refundable as cash, and are capped at 50% of the monthly fees in any month. For marketplace purchases, credits are issued as a discount on the next renewal or private offer.
- Service credits are Customer's sole and exclusive remedy for failing to meet the availability commitment, except that if Monthly Uptime falls below 95.0% in three consecutive months, Customer may terminate the affected Order and receive a refund of prepaid fees for the remaining term.
4. Support
| Starter | Growth | Enterprise | Enterprise Plus | |
|---|---|---|---|---|
| Channels | Email, in-app | Email, in-app, phone | Email, in-app, phone | Email, in-app, phone, shared channel (e.g. Slack/Teams) |
| Hours | Business days, 9:00–17:00 US Eastern | Business days, 9:00–17:00 US Eastern | Business days, 8:00–18:00 US Eastern | Business days, 8:00–18:00 US Eastern; Severity 1: 7 days a week |
| First response, Severity 1 (Service down or security incident) | 1 business day | 8 business hours | 4 hours | 4 hours, 7 days a week |
| First response, Severity 2 (major feature impaired, no workaround) | 2 business days | 1 business day | 8 business hours | 4 hours |
| First response, Severity 3 (question, minor issue) | 3 business days | 2 business days | 1 business day | 1 business day |
Security issues can always be reported at security@zerosandones.us and are triaged the same day.
5. Status and communication
Current status and incident history are published at https://status.zerosandones.us. During an incident affecting Customers, we post updates at least every 60 minutes until resolved, and publish a summary for any Severity 1 incident within 5 business days.