Availability commitment
Zi-Host commits to 99.9% monthly availability of the network and hardware infrastructure, i.e. at most 43 minutes of downtime per month.
Availability is measured node by node, excluding planned maintenance windows announced at least 72 hours in advance.
Exclusions
The following are not counted: downtime caused by the customer's application (crash, resource overrun, misconfiguration), attacks exceeding filtering capacity, force majeure, and suspensions following non-payment or abuse.
Compensation
If a shortfall is confirmed, a credit is applied to the customer account: 10% of the service's monthly amount for availability between 99.0% and 99.9%, 25% between 95.0% and 99.0%, 50% below 95.0%.
The claim must be made by ticket within 30 days of the incident. The credit is applied to subsequent invoices and is not refundable in cash.
Support
First response guaranteed within 4 business hours for entry-level plans, and within 1 hour 24/7 for Pro plans.
Incidents affecting several customers are handled with top priority and posted on the status page.