Service Level Agreement

ZEP360® PLATFORM

Effective Date:: 18 December 2025
Last Updated:: 18 December 2025

This Service Level Agreement (“SLA”) is a policy governing the use of the ZEP360® platform and applies separately to each account using our services. This SLA forms part of the Terms of Service agreement between Codezep Technologies Private Limited (“Codezep”, “we”, “us”) and the user (“Customer”, “you”).

Applicability & eligibility

1.1. Plan Restriction

This SLA applies exclusively to Customers subscribed to the Enterprise Plan.

Customers on Free Tier, Starter, Professional, or Trial plans are NOT eligible for Service Credits under this SLA.
Codezep provides services to non-Enterprise customers on an “AS IS” basis without uptime guarantees.

1.2. Account Standing

To be eligible for a Service Credit, the Customer must be in good standing with no overdue invoices or unresolved Terms of Service violations at the time of the incident.

Definitions

To ensure clarity and prevent disputes, the following definitions apply:

•
“Downtime” means a period of time where the Platform is completely unavailable to the Customer, defined as the inability to access the primary dashboard via the web interface due to a failure in Codezep’s systems.
- Exclusion: Slowness, latency, or the failure of a specific non-critical feature (e.g., “Export to PDF” failing while the rest of the site works) does not constitute Downtime.
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the Platform was in a state of Downtime.
“Service Credit” means a monetary credit, calculated as a percentage of the Monthly Subscription Fee, to be applied strictly against future invoices.
“Maintenance Window” means a period of time during which Codezep performs maintenance, upgrades, or repairs.

Service commitment

Codezep will use commercially reasonable efforts to make the ZEP360® Platform available with a Monthly Uptime Percentage of at least 99.0% during any monthly billing cycle (the “Service Commitment”).

This commitment allows for approximately 7 hours and 18 minutes of allowable downtime per month before any SLA violation occurs.

Service credits & calculation

Service Credits are your sole and exclusive remedy for any performance or availability issues. If we fail to meet the Service Commitment, you will be eligible for a credit strictly according to the tiers below.

We have structured a "Grace Zone" where minor deviations do not trigger penalties, ensuring sustainability for our startup operations.

4.1. Credit Tiers

Monthly Uptime Percentage	Service Credit Amount
95.0% – 98.9%	0% (Grace Zone - No Credit Issued)
90.0% – 94.9%	5% of Monthly Subscription Fee
Below 90.0%	10% of Monthly Subscription Fee

4.2. Maximum Cap

The maximum aggregate Service Credit to be issued by Codezep to the Customer for all Downtime that occurs in a single calendar month shall not exceed 10% of the amount due from the Customer for that month.

4.3. Nature of Credits

Service Credits are non-refundable, cannot be exchanged for cash, and expire if the subscription is terminated.

SLA exclusions (safe harbor)

The Service Commitment does not apply to any unavailability, suspension, or termination of the ZEP360® Platform performance issues:

5.1. Scheduled Maintenance

Downtime caused by upgrades or maintenance for which we provide at least 8 hours of prior notice via the Platform or email.

5.2. Emergency Maintenance

Critical patching required to protect the security or integrity of Customer data, which may occur without prior notice.

5.3. Third-Party Infrastructure Failure

Issues caused by factors outside of our reasonable control, including but not limited to outages or failures of:

Cloud Providers: Amazon Web Services (AWS), Google Cloud Platform (GCP).
Payment Gateways: Razorpay, or banking networks like Fed e Gate.
DNS/ISP: Internet Service Provider failures or DNS propagation issues.

5.4. Force Majeure

Events including acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, or shortages of transportation facilities, fuel, energy, labor, or materials.

5.5. Customer Fault

Downtime caused by:

Your software, hardware, or internet connection.
Unauthorized modifications to the Platform.
Failure to adhere to required configurations or supported browser versions.
Suspension or termination of your right to use the Platform in accordance with the Terms of Service (e.g., for non-payment).

5.6. Beta Services

Any unavailability of features or services identified as "Alpha," "Beta," "Preview," or "Experimental."

Claims process

Codezep does not automatically calculate or apply Service Credits. To receive a Service Credit, you must submit a claim strictly adhering to the following process:

6.1. Notification Window

You must submit a claim via email to support@zep360.com with the subject line "SLA Credit Request" within seven (7) calendar days of the incident. Claims submitted after this window will be denied.

6.2. Required Information

Your claim must include:

The dates and times of each unavailability incident.
The specific error messages seen or behavior experienced.
Your Request Logs or screenshots documenting the errors.

6.3. Verification

Codezep will verify the claim against our internal system logs. Codezep’s system logs shall be the sole source of truth regarding the availability of the Platform. External ping reports (e.g., Pingdom, UptimeRobot) will not be accepted as definitive proof of Downtime.

6.4. Issuance

If the claim is validated, the Service Credit will be applied to your next monthly invoice.

General provisions

7.1. Sole Remedy

Unless otherwise provided in the Terms of Service, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the Services is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

7.2. Updates

We may update this SLA from time to time. The version of the SLA valid at the time of the incident will apply to any claims.

7.3. Governing Law

This SLA is governed by the laws of India and subject to the jurisdiction of the courts in Ernakulam, Kerala, as defined in the Terms of Service.