This Service Level Agreement ("SLA") describes the uptime, support and service-credit commitments Zynthoro makes for Enterprise customers (and other paying tiers). It is provided by Casa Haya International BV (KvK 99196581) and is incorporated into the Zynthoro Terms of Service. Zynthoro is hosted in the European Union — primarily in the Republic of Ireland (eu-west region) — for GDPR-compliant data residency.
1.Uptime commitment by plan
| Plan | Monthly Uptime | Support | Max Credits |
|---|---|---|---|
| Starter | 99.5% | Email, 24h response | Up to 10% |
| Growth | 99.9% | Email + chat, 8h response | Up to 25% |
| Scale | 99.95% | Priority chat, 4h response | Up to 50% |
| Enterprise | 99.99% | Dedicated CSM, 1h response, 24/7 phone | Up to 100% |
2.How we measure uptime
"Monthly Uptime Percentage" = (Total minutes in month − Downtime minutes) / Total minutes in month. Downtime is measured by Zynthoro's external monitoring (Pingdom / UptimeRobot) across the EU and US regions and excludes Scheduled Maintenance and Excluded Events.
3.Excluded events
The following are not counted as downtime:
- Scheduled maintenance announced at least 72 hours in advance (max 4 hours per month, between 22:00–04:00 CET on Sundays).
- Force majeure (war, natural disaster, large-scale internet outages).
- Misuse, abuse, prohibited content or DDoS originating from Customer's network.
- Issues caused by Customer-owned integrations, browser extensions or VPNs.
- Sub-processor outages outside Zynthoro's reasonable control (Stripe, Anthropic, Google, AWS) — subject to good-faith mitigation by Zynthoro.
4.Service credits
If Zynthoro fails to meet the monthly uptime commitment for your plan, you may request a service credit applied to a future invoice:
- Below committed uptime but ≥ 99.0% → 10% credit of monthly fee.
- Below 99.0% but ≥ 95.0% → 25% credit.
- Below 95.0% but ≥ 90.0% → 50% credit.
- Below 90.0% → 100% credit (Enterprise) / 50% credit (other plans).
Credits are the Customer's sole and exclusive remedy for any SLA breach. To claim, email info@zynthoro.ai within 30 days of the affected month with the affected dates and times.
5.Support response times
Response times count business hours unless otherwise noted:
- Critical (Severity 1, full outage): 1h on Enterprise, 4h on Scale, 8h on Growth, 24h on Starter.
- High (Severity 2, major feature broken): 4h / 8h / 1bd / 2bd.
- Normal (Severity 3, minor bug or question): 1bd / 2bd / 3bd / 5bd.
- Low (Severity 4, cosmetic / how-to): 3bd / 5bd / 5bd / best-effort.
6.Status page & comms
Real-time platform status is published at status.zynthoro.ai. For incidents above Severity 2 we post an initial update within 15 minutes and a written post-mortem within 5 business days.
7.Contact
Casa Haya International BV (KvK 99196581) — Operational incidents and Enterprise escalations: info@zynthoro.ai