Introduction
A Service Level Agreement (SLA) defines the level of service you can expect from Zero Friction.
Software availability
The Zero Friction platform is guaranteed to be at least 99.5% available. This means that we schedule a maximum downtime of 3.5 hours per month outside of business hours for any maintenance work that requires the system to be taken offline. Most activities, such as upgrades and updates, can be performed online and do not require any downtime. The Zero Friction platform runs on Microsoft Azure, which itself offers a 99% uptime guarantee. However, Zero Friction cannot be held liable if Microsoft Azure experiences a longer downtime.
Contact details & opening hours
Zero Friction is available from 9:00 AM to 5:00 PM, Monday through Friday, excluding Belgian and Dutch holidays. You can reach Zero Friction by email. [email protected] or by phone on +32(0)9 396 51 20.
Zero Friction Support SLA
If the customer encounters an incident on the platform, they can report it using the contact information listed above. The maximum response time is 8 hours, and the average response time is within 2 hours. In the event of a critical issue, we recommend calling your account manager for the fastest response time. The general resolution times are as follows:
Severity | Description | Resolution time |
Sev 0 (critical) | Zero Friction platform not available | 8 hours |
Sev 1 (high) | An incident occurs in business-critical processes such as measurement data processing, invoicing, etc. As a result, the customer cannot perform these processes and there is no workaround available. | 24 hours |
Sev 2 (medium) | An incident occurs on the platform that affects an individual user or a process for which a temporary solution is available. This incident must not impact the proper functioning of business-critical processes or information provided to end customers. | 3-4 weeks |
Sev 3 (low) | Nice to have for incidents that have no functional impact on the platform. | Best effort |
Data integrity
Zero Friction takes full responsibility for the integrity of your data. In the event that data is incorrect due to a bug, Zero Friction will take all necessary steps to correct the data. This includes identifying the error, restoring the data to its correct state, and implementing preventative measures to prevent recurrence. Your data integrity is our highest priority, and we strive to ensure that your data is always accurate and reliable.