Service Level Agreement
This SLA describes the uptime targets for Zenziva's platform services and the credits available to customers if those targets are missed.
1. Definitions
"Platform" — the Zenziva Console and the Zenziva WABA platform.
"Service" — any of the SMS Masking, SMS OTP, Voice, or WABA messaging services.
"Outage" — a period of complete or partial unavailability of a Service for more than 5 consecutive minutes, attributable to the Zenziva platform (not to upstream operator or Meta-side incidents).
"Monthly Uptime" — (Total minutes in the month − Outage minutes) ÷ Total minutes in the month.
2. Uptime target
Target Monthly Uptime: 99.5% for each Service.
Measured per calendar month, per Service.
3. Service credits
If Monthly Uptime falls below the target, we credit your wallet according to the following table:
- 99.0% – 99.49% — 5% of the affected Service's previous-month spend, credited.
- 98.0% – 98.99% — 10% of previous-month spend.
- below 98.0% — 25% of previous-month spend.
Credits are issued in the form of additional wallet balance on the same Service. They are not paid out in cash.
4. Exclusions
The following are excluded from Outage calculations:
- Planned maintenance windows announced at least 48 hours in advance.
- Force majeure, including but not limited to natural disasters, terrorism, war, and government actions.
- Outages caused by upstream operator (Telkomsel, Indosat, XL, Tri, Smartfren, Axis) or Meta-side incidents that we cannot mitigate.
- Outages caused by customer actions, misuse, or invalid API requests.
- Suspension or termination due to violation of the Acceptable Use section of the Terms of Service.
5. How to claim
Submit a claim to email within 30 days of the end of the affected month. Include the affected Service, the dates and times of the Outage, and your account ID.
We will respond within 10 working days, either approving the claim or providing our measurement of the Monthly Uptime for that period.
6. Maximum monthly credit
The aggregate service credit issued in any single month cannot exceed 50% of that month's actual spend on the affected Service.
7. Sole and exclusive remedy
Service credits under this SLA are your sole and exclusive remedy for any failure of Zenziva to meet the targets described here, to the extent permitted by law.