Version

1.0

Nov 17, 2025

Legal

/

Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") describes the service level commitments that Zecto ("we," "us," or "our") makes to customers ("you" or "your") for our Communications Platform as a Service (CPaaS). This SLA applies to all paid services including SMS, Voice, WhatsApp Business API, and Email services.

  1. Service Availability Commitment

2.1 Uptime Guarantee

Zecto guarantees 99.9% uptime for all core platform services on a monthly basis. This means our API infrastructure and message delivery systems will be operational and accessible at least 99.9% of the time each calendar month.

2.2 Uptime Calculation

Uptime percentage is calculated as follows:

Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

Maximum Allowable Downtime per Month:

  • 30-day month: 43.2 minutes

  • 31-day month: 44.6 minutes

2.3 What Counts as Downtime

Downtime occurs when the Zecto API or messaging services are unavailable or fail to respond to valid requests. Downtime includes:

  • API endpoint failures returning 5xx errors

  • Complete service unavailability

  • Message delivery failures due to platform issues

2.4 What Does NOT Count as Downtime

The following are excluded from downtime calculations:

  • Scheduled Maintenance: Announced at least 48 hours in advance, performed during off-peak hours (typically 2:00 AM - 5:00 AM PKT)

  • Emergency Maintenance: Critical security patches or urgent repairs (limited to 1 hour per month)

  • Third-Party Failures: Telecom operator network issues, internet backbone problems, DNS failures

  • Customer-Side Issues: Invalid API credentials, incorrect implementation, insufficient account balance, rate limit violations

  • Force Majeure: Natural disasters, war, terrorism, government actions, power outages beyond our control

  • DDoS Attacks: Distributed denial of service attacks targeting our infrastructure

  • Customer Content Issues: Messages blocked due to spam filters, regulatory restrictions, or content violations

3. Performance Guarantees

3.1 SMS Delivery

  • Delivery Time: 95% of SMS messages delivered within 5 seconds

  • Delivery Rate: 99.9% successful delivery rate to valid numbers on operational networks

  • API Response Time: 95% of API requests processed within 200ms

3.2 Voice Services

  • Call Connection: 99% of calls connected within 10 seconds

  • Voice Quality: HD quality maintained for 98% of call duration

  • API Response Time: 95% of API requests processed within 300ms

3.3 WhatsApp Business API

  • Message Delivery: 99% delivery rate for approved template messages

  • API Response Time: 95% of API requests processed within 500ms

  • Template Approval: Response within 24 hours for template submissions

3.4 Email Services

  • Delivery Rate: 99.9% delivery rate to valid email addresses

  • Delivery Time: 95% of emails delivered within 60 seconds

  • API Response Time: 95% of API requests processed within 300ms

4. Support Response Times

4.1 Support Tiers

Standard Support (All Customers):

  • Business Hours: Monday - Friday, 9:00 AM - 6:00 PM PKT

  • Critical Issues: 2 hours response time

  • High Priority: 4 hours response time

  • Medium Priority: 8 hours response time

  • Low Priority: 24 hours response time

Premium Support (Enterprise Plans):

  • Availability: 24/7/365

  • Critical Issues: 30 minutes response time

  • High Priority: 1 hour response time

  • Medium Priority: 4 hours response time

  • Low Priority: 8 hours response time

4.2 Issue Priority Definitions

Critical: Complete service outage affecting all messaging channels
High: Partial service degradation affecting multiple customers
Medium: Service issues affecting individual customer or single channel
Low: General questions, feature requests, documentation clarifications

5. Service Credits

5.1 Credit Eligibility

If we fail to meet the 99.9% uptime commitment in any calendar month, you may be eligible for service credits applied to your next monthly invoice.

5.2 Credit Amounts

Monthly Uptime Achieved

Service Credit

99.0% - 99.9%

10% of monthly fees

95.0% - 98.9%

25% of monthly fees

Below 95.0%

50% of monthly fees

5.3 Credit Limitations

  • Maximum credit per month: 50% of that month's fees

  • Credits apply only to platform fees, not message/call usage charges

  • Credits cannot be redeemed for cash

  • Credits must be claimed within 30 days of the incident

  • Credits do not apply during free trials or promotional periods

5.4 How to Claim Credits

To claim service credits:

  1. Submit a support ticket within 30 days of the incident

  2. Provide specific dates and times of service unavailability

  3. Include error logs or screenshots if available

  4. We will investigate and respond within 5 business days

  5. Approved credits will appear on your next invoice


6. Monitoring and Reporting

6.1 Real-Time Status

  • Status Page: Available at status.zecto.io

  • Incident Updates: Posted during service disruptions

  • Maintenance Notices: Announced 48 hours in advance

6.2 Monthly Reports

Enterprise customers receive monthly performance reports including:

  • Uptime percentage

  • API response times

  • Message delivery rates

  • Support ticket resolution times

7. Network and Infrastructure

7.1 Redundancy

  • Multiple data center locations within Pakistan

  • Redundant API servers with automatic failover

  • Direct connections to all major Pakistani telecom operators (Jazz, Telenor, Zong, Ufone)

  • Backup power systems with 99.9% availability

7.2 Security

  • ISO 27001 compliant infrastructure

  • 256-bit SSL/TLS encryption for all API communications

  • Regular security audits and penetration testing

  • DDoS protection and mitigation


8. Limitations and Exclusions

8.1 Beta Features

Services marked as "Beta," "Preview," or "Experimental" are excluded from this SLA and provided "as-is" without guarantees.

8.2 Free Tier

Free trial accounts and promotional credits are excluded from SLA guarantees and service credit eligibility.

8.3 Fair Use

This SLA assumes normal, legitimate business use. We reserve the right to suspend service for:

  • Spam or unsolicited messaging

  • Fraudulent activity

  • Violations of our Acceptable Use Policy

  • Excessive API abuse or rate limit violations


9. Telecom Operator Dependencies

9.1 Network Coverage

While we maintain direct connections with all major Pakistani telecom operators, we cannot guarantee:

  • Coverage in remote or rural areas

  • Service during operator network outages

  • Delivery during regulatory shutdowns or government-mandated service suspensions

9.2 Operator-Specific Issues

Delays or failures caused by individual telecom operators are excluded from our SLA commitments. We will make commercially reasonable efforts to route messages through alternative operators when available.


10. Changes to This SLA

10.1 Modifications

We reserve the right to modify this SLA at any time. Material changes will be communicated via:

  • Email notification to registered account email

  • Notice on our website

  • In-app notification or SMS

10.2 Notice Period

Changes to service level commitments require 30 days advance notice. Changes that improve service levels may be implemented immediately.

10.3 Version History

  • Version 1.0 - [17/111/2025] - Initial release

11. Contact Information

For SLA-related questions, service credit claims, or incident reports:

Email: contact@depts.zecto.io
Support Portal: help.zecto.io
Status Page: status.zecto.io

Acceptance

By using Zecto's services, you acknowledge that you have read, understood, and agree to be bound by this Service Level Agreement. This SLA is incorporated into and forms part of our Terms of Service.