Service Level Agreement

Service Level Agreement (SLA) reflects ZIWO's reliability, efficiency, and confidence in the support that we provide.

 

ZIWO is a high-end customer engagement platform: Voice, Whatsapp, SMS, and AI capabilities, plugins for connecting tons of other apps instantly, and all the tools developers need to build anything: API, webhooks, WebSockets, SDK...

 

But what would be the best app if it was not available all the time?

To get closer to the 100% SLA Holy Grail, we have to work on all the forefronts in parallel: talent-hiring and training, software design efficiency, top tier telecom and datacenter suppliers, redundancies, failovers, security,  backups, pen-testing, stress-testing, monitoring, and continuous development...

That's why, day after day, ZIWO is getting stronger and better, so it becomes your most reliable partner in the moments you need it the most: when talking to your clients, simply.

 

SLA definition

Our SLA is defined as the percentage of successful API requests on all our ZIWO platforms.

The SLA does not apply to any: (a) features designated Beta, (b) features excluded from the SLA, (c) planned maintenance, or (d) errors: (i) caused by factors outside of ZIWO’s reasonable control; (ii) that resulted from Customer’s software or hardware or third party software or hardware, or both (like but not limited to internet connections, data centers, telecom providers, client’s local networks and agents computers); (iii) that resulted from abuses or other behaviors that violate our T&Cs; or (iv) that resulted from quotas applied by the system and/or listed in the Admin Console.

 

Warranty

Because we know ZIWO is vital for your business, we don't just announce an unverifiable fancy SLA number. We continuously crunch millions of data and display the result transparently. And if you don't get at least 99.5% SLA monthly, we are giving you up to 25% financial credit.