Bourbon Science Inc.
Contents
Zoko provides a 99.7% uptime commitment for paid Subscription Plans. If we fall short of that commitment in a calendar month and your Account is affected, you may request a service credit for future use.
This Service Level Agreement forms part of, and is incorporated by reference into, the Zoko Terms of Service. Capitalised terms have the meaning given there. Where this document conflicts with the Terms of Service, the Terms of Service prevail.
SERVICE CREDITS ARE THE SOLE AND EXCLUSIVE REMEDY FOR ANY FAILURE BY ZOKO TO MEET THE COMMITMENT IN THIS AGREEMENT.
The uptime commitment applies to the following core subsystems of the Zoko platform:
The commitment applies to the availability of the Zoko platform itself. It does not extend to elements outside Zoko's sphere of control.
THE FOLLOWING ARE EXCLUDED FROM DOWNTIME AND FROM UPTIME CALCULATIONS UNDER THIS AGREEMENT.
Any issue caused by, or arising on the side of, a third party, including without limitation:
ZOKO'S AVAILABILITY IS NECESSARILY BOUNDED BY THE AVAILABILITY OF THE PLATFORMS IT DEPENDS ON. ZOKO GIVES NO COMMITMENT, AND ACCEPTS NO LIABILITY, IN RESPECT OF THE AVAILABILITY, PERFORMANCE, OR BEHAVIOUR OF ANY THIRD-PARTY SERVICE.
Downtime is the total number of minutes in a calendar month during which the covered subsystems were unavailable, excluding everything listed in Section 3. We measure unavailability using our server monitoring, including server-side error rates, ping tests, web server tests, TCP port tests, and application tests.
Uptime is the percentage of total possible minutes in the calendar month during which the Services were available, calculated as:
[(total minutes in month, minus Downtime) divided by total minutes in month] must be greater than 99.7%
Downtime for a given event is measured from the point at which the problem is detected by our monitoring or reported to us, whichever is earlier, until service is restored. Our system records are used to verify all claims. Downtime does not affect every customer equally: an outage may affect accounts in one region and not another, and credits are assessed by reference to the accounts actually affected.
We sometimes need to perform maintenance. We will post notice of scheduled maintenance at least forty-eight (48) hours in advance, and scheduled downtime will not exceed ten (10) hours in any twelve-month period.
We publish availability information and incident updates through in-product notifications and by email to the Primary Contact on affected Accounts.
A sustained throughput of ten (10) messages per second is treated as normal load. The platform supports a peak load of thirty (30) messages per second submitted by a single customer, where that volume is sent continuously for no longer than thirty (30) minutes without prior notice to us.
This Agreement does not apply to any use of the Services in excess of that peak load. Actual delivery performance also depends on the destination platform and on the messaging limits Meta applies to your WhatsApp Business Account, which are outside our control.
To claim a service credit, submit a request to contact@zoko.io within thirty (30) days of the last day of the calendar month in which you believe we failed to meet the uptime commitment. Include your Account details, the dates and times of the unavailability you experienced, and any supporting information. Claims must be made in good faith.
All claims are verified against our system records. If we dispute a period of unavailability you have claimed, we will provide you with our availability record for that period.
| Monthly uptime | Service credit, as a percentage of that month's Subscription Plan fee |
|---|---|
| 99.7% or greater | No credit |
| 99.0% to less than 99.7% | 5% |
| 98.0% to less than 99.0% | 10% |
| Less than 98.0% | 15% |
Service credits:
Support is available by WhatsApp and by email at contact@zoko.io during Zoko business hours, Monday to Friday, excluding public holidays.
When you report an issue, please include your business name, a contact for the person handling it, the date and time the fault was detected, the affected phone number or Account, a description of the impact, and a screenshot or recording with enough detail for us to reproduce it. Section 2.1 of the Terms of Service sets out the access you authorise us to have when you raise a support request, and explains what happens if you ask us to work without that access.
Zoko will use commercially reasonable efforts to acknowledge and resolve reported issues promptly. Response and resolution targets, where agreed, apply only to elements within Zoko's sphere of control. Loss of service on an Account suspended under the Terms of Service is not treated as a technical incident and is handled commercially.
We may update this Agreement from time to time. The current version is always available at this page, and material changes are notified in accordance with Section 27 of the Terms of Service.
This document forms part of the Zoko Terms of Service and is governed by the laws of the State of Delaware, USA, in accordance with Section 24 of those Terms. Disputes follow the escalation path and arbitration provisions in Sections 23 and 24 of the Terms of Service.
