Service Level Agreement

This SLA defines ZoikoTime's availability commitments, support response targets, disaster recovery commitments, incident notification obligations, service-credit remedies, and operational boundaries for paid production subscriptions.

This SLA applies to paid production subscriptions to the generally available ZoikoTime platform. It must be read together with the Terms of Service, Order Form, Data Processing Addendum, and Security Measures Schedule.

1. Purpose and Legal Status

This Service Level Agreement ("SLA") forms part of the agreement between Zoiko Tech Inc. ("ZoikoTime," "Provider," "we," "us," or "our") and the customer identified in the applicable Order Form, online subscription, statement of work, or other ordering document ("Customer").

This SLA applies to paid production subscriptions to the generally available ZoikoTime platform unless an Order Form expressly states otherwise. It defines the service availability commitments, support response targets, disaster recovery commitments, incident notification obligations, service-credit remedies, chronic-failure remedies, and operational boundaries applicable to the Core Platform.

This SLA is not a standalone agreement. It must be read together with the ZoikoTime Terms of Service, the applicable Order Form and Subscription Agreement, the Data Processing Addendum, the Security Measures Schedule, the Support Policy, the Retention, Deletion and Legal Hold Policy, the AI and Automated Insights Policy, and the Worker Transparency Notice.

3. SLA Scope and Service Boundaries

The SLA covers the Core Platform in the Production Environment. It does not cover customer networks, customer devices, unsupported browsers, customer-managed configurations, external identity providers, third-party applications, third-party APIs, third-party payroll or HRIS systems, telecommunications carriers, app stores, customer misuse, beta services, sandbox environments, trial environments, or custom services unless expressly stated in an Order Form.

3.1 Covered Core Platform Components

Production web application: Access to the ZoikoTime web interface for authorized users
Core APIs: Generally available production APIs used within published rate limits and supported configurations
Authentication-dependent access: ZoikoTime-controlled authentication workflows, excluding third-party identity provider or customer SSO failures
Workforce activity capture services: Endpoint, browser, web, mobile, and approved capture flows deployed according to ZoikoTime documentation
Workforce state and policy services: Rules-based state classification, policy enforcement, governance configuration, and workforce intelligence workflows
Reporting and exports: Core dashboards, reports, evidence bundles, timesheet exports, audit exports, and administrator reporting services
Audit and evidence services: Tamper-evident logs, access-to-view logs, evidence records, and chain-of-custody preservation mechanisms included in the purchased plan

4. Availability Commitments

ZoikoTime will use commercially reasonable efforts to meet or exceed the Monthly Uptime Percentage for each paid production subscription. Availability commitments vary by subscription plan:

Foundation / Verified plan: Target 99.5% monthly uptime
Governed / Assurance plan: Target 99.7% monthly uptime
Sovereign plan: Target 99.9% monthly uptime
Enterprise plan: Enhanced commitments as agreed in the applicable Order Form, with dedicated infrastructure options available

Enterprise commitments may be enhanced by a signed Order Form where dedicated infrastructure, private cloud, single-tenant architecture, custom monitoring, or customer-specific operational controls are purchased.

5. Availability Measurement Methodology

Monthly Uptime Percentage is measured using ZoikoTime's internal production monitoring systems, synthetic transaction monitoring, service logs, and, where applicable, external monitoring of equivalent rigor. The Core Platform will be treated as unavailable during a measurement interval where ZoikoTime-controlled production systems fail one or more material availability tests for the affected service.

5.2 Downtime Start and End

Start of Downtime: Detected by ZoikoTime monitoring, third-party monitoring of equivalent rigor, or customer-submitted evidence later validated by ZoikoTime
End of Downtime: When monitoring confirms restored availability for at least three consecutive measurement intervals
Customer Evidence: Customer may submit logs, screenshots, monitoring records, or support ticket data to support a claim — ZoikoTime will review in good faith

5.3 Enterprise Verification Right

For Enterprise Customers, no more than once in any twelve-month period, Customer may request independent verification of ZoikoTime's uptime measurement by a mutually agreed third-party auditor under appropriate confidentiality protections.

9. Incident Severity Levels

ZoikoTime classifies incidents by severity based on objective impact, scope, regulatory sensitivity, data integrity risk, security implications, availability impact, and Customer's purchased support tier.

Severity 1 — Critical: Complete production service unavailability or security breach with confirmed data impact. 24/7 response, initial acknowledgement within 30 minutes
Severity 2 — High: Major service degradation, data capture failure affecting production payroll or compliance use. Business-hours response, initial acknowledgement within 2 hours
Severity 3 — Medium: Non-critical feature impairment, integration issue, or non-urgent compliance concern. Response within 8 business hours
Severity 4 — Low: General questions, minor functionality issues, informational requests. Response within 1–3 business days

14. Service Credits

If ZoikoTime fails to meet the applicable Monthly Uptime Commitment, Customer may be eligible for Service Credits as set out below. Service Credits are Customer's sole and exclusive monetary remedy for availability failures, except for refunds triggered by termination under Section 16, rights expressly stated in a signed Order Form, or non-excludable rights under applicable law.

Multiple qualifying Downtime events in the same calendar month are aggregated. Total Service Credits for a calendar month will not exceed 50% of the monthly subscription fees for the Affected Production Service unless an Order Form provides a higher remedy.

16. Chronic Service Failure and Termination Right

Customer may terminate the affected production subscription without early termination penalty if ZoikoTime fails to meet the applicable Monthly Uptime Commitment for the same Affected Production Service in three consecutive calendar months, or in any four calendar months within a rolling six-month period.

Upon valid termination under this Section, ZoikoTime will refund prepaid unused subscription fees for the terminated Affected Production Service on a pro-rata basis, subject to set-off for undisputed unpaid fees and any contrary negotiated terms in the applicable Order Form.

26. Order of Precedence

If there is a conflict between this SLA and another ZoikoTime agreement, the following order applies:

1. Signed enterprise MSA or negotiated customer-specific addendum
2. Applicable Order Form and Subscription Agreement for commercial terms
3. Data Processing Addendum for personal data processing obligations
4. Security Measures Schedule for technical and organizational security measures
5. This SLA for availability, support response, incident communications, RTO/RPO, and service credits
6. Terms of Service for general platform terms
7. All other supporting policies and schedules for their respective subject matter

Contact ZoikoTime

For questions about this document or your legal rights:

1401 21st Street, Suite R, Sacramento, CA 95811, USA

European HQ: 67-69 Great Portland Street, 5th Floor, London W1W 5PF, UK