ZENOR BD

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Operational Standard

99.9% Infrastructure Availability

High-redundancy NVMe storage clusters backed by proactive network monitoring.

99.9%

1 Scope & Availability Objective

This Service Level Agreement (“SLA”) describes ZENOR BD’s operational uptime targets. ZENOR BD targets approximately 99.9% operational availability across its core hosting and network nodes. This represents our engineering service benchmark and operational objective.

2 SLA Exclusions

The uptime objective calculation excludes disruptions caused by:

Scheduled maintenance announced in advance, or urgent security patches.
Customer-side software issues, corrupted scripts, plugin bugs, misconfigured CMS settings, or database query locks.
Account suspensions resulting from non-payment, fraud, or AUP abuse violations.
External DNS propagation latency or registrar registrar locks outside our direct network control.
Major DDoS floods, internet backbone routing blackouts, upstream carrier failures, and force majeure events.

3 Technical Support Standards & Response Targets

24/7 Ticket System

Official technical, billing, and server support is available 24/7/365 through the authenticated Client Portal.

Live Assistance (WhatsApp / Chat)

When support agents are online, live chat inquiries typically receive first responses within 10 to 30 minutes.

4 Limitation of Liability

No SLA claim creates an entitlement to compensation for lost revenue, lost profits, business interruption, or indirect damages. Overall liability remains governed by the Terms & Conditions.