Service Level Agreement
Last updated: July 1, 2026
1. Scope and applicability
This Service Level Agreement ("SLA") sets forth Zod's commitments regarding the availability and performance of the Zod Service (the "Service"). This SLA applies to all paid Zod subscriptions, including:
- Pro — Individual paid subscriptions
- Teams — Team and organization subscriptions
- Enterprise — Custom enterprise agreements (may have separate SLAs)
This SLA does not apply to free (Hobby) tier subscriptions. Enterprise customers may have separate SLAs defined in their Enterprise Agreement. Where an Enterprise Agreement contains different SLA terms, those terms govern.
2. Service commitment and uptime
We commit to the following monthly uptime percentages for the Zod Service, measured on a calendar month basis:
- Enterprise: 99.9% uptime (monthly)
- Teams: 99.5% uptime (monthly)
- Pro: 99.0% uptime (monthly)
"Uptime" is defined as the percentage of time during a calendar month that the Zod API and core IDE extension functionality (including code completions, chat, and agent features) are accessible and responding to valid requests, excluding scheduled maintenance and the exclusions listed in Section 4.
The Zod IDE extension is designed to function offline for many features. Local completions, tab-to-accept, and cached functionality continue to work even when the Service is unavailable. Uptime measurements apply to cloud-connected features only.
3. Uptime measurement and reporting
Uptime is measured by Zod's internal monitoring systems, which probe the Service from multiple geographic locations at five-minute intervals. We publish real-time and historical Service status at status.zodagent.com.
Downtime begins when our monitoring system determines that the Service is unavailable and ends when the Service resumes normal operation. Customer-reported downtime will be verified against our monitoring data.
Monthly uptime is calculated as:
4. Exclusions
This SLA does not apply to downtime caused by:
- Force majeure — Events outside Zod's reasonable control, including natural disasters, war, terrorism, civil unrest, pandemic, labor strikes, government actions, and large-scale internet outages
- Customer environment — Issues caused by the customer's hardware, software, network connectivity, or third-party services integrated by the customer
- Scheduled maintenance — Planned maintenance with at least 48 hours advance notice posted on status.zodagent.com
- Emergency maintenance — Unscheduled maintenance required to address critical security vulnerabilities or prevent imminent service degradation (notice provided as soon as practicable)
- Beta features — Downtime related to beta, preview, or experimental features that are explicitly labeled as such
- User actions — Downtime resulting from actions or omissions by the customer or its users, including violation of the Acceptable Use Policy
- Third-party services — Downtime caused by third-party services integrated with the Service, including AI model providers, cloud infrastructure providers, and payment processors
- Local IDE features — The Zod IDE extension includes significant offline functionality; features that work without network connectivity are not subject to this SLA
5. Service credits
If Zod fails to meet the uptime commitment in a given calendar month, you may request service credits as follows:
Enterprise
- Monthly uptime ≥ 99.9%: No credit
- Monthly uptime < 99.9% but ≥ 99.0%: 5% credit of monthly fees
- Monthly uptime < 99.0% but ≥ 95.0%: 10% credit of monthly fees
- Monthly uptime < 95.0%: 25% credit of monthly fees
Teams
- Monthly uptime ≥ 99.5%: No credit
- Monthly uptime < 99.5% but ≥ 99.0%: 5% credit of monthly fees
- Monthly uptime < 99.0% but ≥ 95.0%: 10% credit of monthly fees
- Monthly uptime < 95.0%: 25% credit of monthly fees
Pro
- Monthly uptime ≥ 99.0%: No credit
- Monthly uptime < 99.0% but ≥ 95.0%: 5% credit of monthly fees
- Monthly uptime < 95.0%: 10% credit of monthly fees
The maximum total credit that can be awarded in any single calendar month is 25% of monthly fees. Credits are applied to future invoices and have no cash value. Annual subscriptions are calculated based on the effective monthly fee (annual fee divided by 12).
6. Credit request process
To request service credits, you must submit a claim within 30 days of the end of the calendar month in which the downtime occurred. Claims must be sent to contact@zodagent.com with the subject "SLA Credit Request" and include:
- Your account email and organization name (if applicable)
- The specific dates and times of the downtime
- A description of how the downtime affected your use of the Service
- Any supporting documentation (e.g., error logs, screenshots, support ticket numbers)
We will verify the claim against our monitoring data and respond within 10 business days. Credits will be applied to the next invoice following approval. Claims submitted after the 30-day window are ineligible.
7. Support response times
We provide support through our help center and email. Target initial response times by severity and plan:
Severity levels
- Critical (P1) — Service is down or core functionality is severely impaired, affecting all users
- High (P2) — Core functionality is degraded or unavailable for a subset of users
- Normal (P3) — Non-critical functionality impaired, or general questions
- Low (P4) — Feature requests, documentation feedback, cosmetic issues
Target response times
| Plan | P1 | P2 | P3/P4 |
|---|---|---|---|
| Enterprise | 4 hours | 8 hours | 24 hours |
| Teams | 8 hours | 16 hours | 48 hours |
| Pro | 24 hours | 48 hours | 72 hours |
Response times are measured during business hours (Monday through Friday, 9:00 AM to 6:00 PM Pacific Time, excluding US public holidays), except for Enterprise P1 issues which receive 24/7 coverage.
8. Escalation process
If an issue is not resolved within the target response time, or if you need immediate assistance, you may escalate:
- First escalation: Reply to your support ticket requesting escalation to a senior engineer
- Second escalation: Email contact@zodagent.com with subject "Escalation — [Ticket Number]"
- Executive escalation: Enterprise customers may contact their account manager or designated executive sponsor
For critical (P1) issues that are not receiving adequate attention, please call or escalate immediately using the second escalation path.
9. Enterprise agreements
Enterprise customers may have custom SLAs defined in their Enterprise Agreement, which may include higher uptime commitments (e.g., 99.95%), shorter response times, dedicated support engineers, and customized credit structures. If your Enterprise Agreement contains different SLA terms, those terms govern. Contact your account manager for more information.
10. Contact us
For SLA-related inquiries, credit requests, or escalations:
Email: contact@zodagent.com
Service status: status.zodagent.com
SLA credit requests: Use subject "SLA Credit Request"
Escalations: Use subject "Escalation — [Ticket Number]"
Enterprise-grade SLA
Contact our sales team to discuss custom SLAs with higher uptime commitments, dedicated support, and tailored credit structures for your organization.