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 available for at least 99.5%. This means that we plan a maximum downtime of 3,5 hours per month outside office hours for any maintenance tasks that require taking the system offline. Most activities such as upgrades & updates can be done online and do not require downtime.
Zero Friction platform runs on Microsoft Azure which itself provides an uptime guarantee of +99%. However, Zero Friction cannot be held responsible if a longer downtime of Microsoft Azure occurs.
Contact details & opening hours
Zero Friction can be reached between 9 a.m. and 5 p.m. from Monday to Friday, with the exception of both Belgian and Dutch holidays. You can reach Zero Friction via email [email protected] or by telephone on +32(0)9 396 51 20.
Zero Friction Support SLA
If the customer notices an incident in the platform, it can be reported via the contact details as described above. Max response time is 8 hours and average response time is within 2 hours. In case of a critical issue we advise to call your account manager for fastest response time. Below the general resolution times:
Severity | Description | Resolution time |
Sev 0 (critical) | Zero Friction platform not available | 8 hrs |
Sev 1 (high) | An incident occurs in the business critical processes such as metering data processing, invoicing, etc. As a result, the customer cannot perform these processes and no workaround is available. | 24 hrs |
Sev 2 (medium) | An incident occurs in the platform that affects an individual user or in a process for which a temporary workaround is available. This incident must not have any impact on the correct functioning of business critical processes or information towards the end customers. | 3-4 weeks |
Sev 3 (low) | Nice to have or cosmetic 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 preventive measures to avoid recurrence. The integrity of your data is our highest priority, and we strive to ensure that your data is always accurate and reliable.