Canonical URL: https://chargezen.com/sla

Service Level Agreement

# 99.99% Uptime  
Guaranteed & Backed

## We put our money where our mouth is. If we miss our SLA, you get automatic credits—no questions asked, no support tickets required.

99.998%Last 12 Months

2Incidents YTD

<45msAvg Response

## Uptime Commitments by Tier

Every plan includes an uptime SLA. Enterprise customers get the highest availability guarantees with dedicated support.

### Self-Serve

99.9%uptime

*   Response Time< 24 hours
    
*   Support HoursBusiness hours
    
*   SLA Credits10% for each 0.1% below SLA
    
*   Dedicated CSMNot included
    

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### Services + Auto-Pilot

99.95%uptime

*   Response Time< 4 hours
    
*   Support HoursExtended hours
    
*   SLA Credits15% for each 0.1% below SLA
    
*   Dedicated CSMNot included
    

### Enterprise

99.99%uptime

*   Response Time< 1 hour
    
*   Support Hours24/7
    
*   SLA Credits25% for each 0.1% below SLA
    
*   Dedicated CSMIncluded
    

## Response Time by Priority

We categorize support requests by severity and respond accordingly. Critical issues get immediate attention.

| Priority | Self-Serve | Autopilot | Enterprise |
| --- | --- | --- | --- |
| Critical (P1) | 4 hours | 1 hour | 15 minutes |
| High (P2) | 8 hours | 2 hours | 30 minutes |
| Medium (P3) | 24 hours | 4 hours | 2 hours |
| Low (P4) | 48 hours | 8 hours | 4 hours |

## Historical Uptime

Our track record speaks for itself. Real-time status is always available at [status.chargezen.com](https://chargezen.com/status)

November 202599.998%No incidents

October 2025100%No incidents

September 202599.996%1 incident

August 2025100%No incidents

July 2025100%No incidents

June 202599.999%No incidents

### Credit Policy

If we fail to meet your uptime SLA, service credits are applied automatically to your next invoice. You don't need to file a ticket or request credits—our systems calculate and apply them automatically.

#### Credit Calculation

*   • **99.9% SLA:** 10% credit for each 0.1% below SLA (max 30%)
*   • **99.95% SLA:** 15% credit for each 0.1% below SLA (max 50%)
*   • **99.99% SLA:** 25% credit for each 0.1% below SLA (max 100%)

Credits apply to your monthly subscription fee. They do not cover usage-based charges or third-party fees. Maximum credit per month is capped at your monthly subscription amount.

### SLA Exclusions

The following situations are excluded from uptime calculations:

*   •Scheduled maintenance windows (announced 48+ hours in advance)
*   •Customer-side issues (network, browser, configuration)
*   •Third-party service outages (Shopify, payment processors)
*   •Force majeure events (natural disasters, war, etc.)
*   •Beta features or preview environments

## Need a Custom SLA?

Enterprise customers can negotiate custom SLAs, including dedicated infrastructure, enhanced support, and specific uptime guarantees.

[View Status Page](https://chargezen.com/status)