A Service Level Agreement (SLA) defines the service levels clients can expect from Zero Friction. Our objective is to ensure reliable platform availability, timely support and transparent incident handling.
1. Software Availability
Zero Friction guarantees a monthly uptime of 99.5% for its core SaaS platform.
This excludes:
Scheduled and announced maintenance windows
Downtime caused by external service providers (including Microsoft Azure)
Network or connectivity issues outside Zero Friction’s control
Force majeure events
Most maintenance and updates do not require downtime. When downtime is necessary, it will be planned outside business hours whenever reasonably possible.
Zero Friction is not liable for extended downtime originating from Microsoft Azure or any other infrastructure provider.
2. Contact Details & Opening Hours
Zero Friction provides support during standard business hours:
09:00 – 17:00 (Monday to Friday, local time)
08:00 am - 5:00 pm (Monday to Friday, UK time)
Excluding local public holidays in the region from which support is delivered.
You can contact Zero Friction via:
📧 [email protected]
📞 +32(0)9 396 51 20
3. Support SLA (General Support & Bugs)
Support requests can be submitted through chat and email. Zero Friction distinguishes between general support questions and support bugs.
3.1 Support Conversations (General Questions)
First response time: 1 hour
Resolution time: 2 business days
Closure target: 2 business days
Pause conditions: Timer pauses when waiting for client input
Scope: Functional questions, guidance, clarifications
3.2 Support Bugs
First response time: 1 hour
Resolution time: 7 business days
Closure target: 7 business days
Pause conditions: Timer pauses when waiting for client input
Scope: Bugs observed during usage of the platform that block or hinder operations
4. Incident Management (Severity Levels)
In addition to standard support handling, Zero Friction applies severity levels for incidents affecting system availability or core business processes.
Severity | Description | Target Response | Target Resolution |
Severity 0 – Critical | Full platform outage or critical functionality unavailable with immediate business impact | 1 hour | Worked continuously during business hours until resolved |
Severity 1 – High | Major disruption of business-critical processes (e.g., metering data processing, invoicing) without workaround | 2 hours | 24 hours |
Severity 2 – Medium | Issue affects individual users or non-critical functionality; workaround is available | 1 business day | 3–4 weeks |
Severity 3 – Low | Cosmetic or minor issues with no functional impact | 2 business days | Best effort / next planned release cycle |
Severity classification is done by Zero Friction based on the actual business impact.
For critical issues, calling your account manager may accelerate initial handling.
5. Data Integrity
Zero Friction takes full responsibility for the integrity of data processed through its platform.
If data is affected due to a system error or bug, Zero Friction will:
Identify the cause
Restore the data to the correct state
Apply structural measures to prevent recurrence
Ensuring accurate and reliable data remains one of our highest priorities.