Availability commitment
We target 99.99% monthly availability for covered compute services. Availability is calculated per service per calendar month, excluding planned maintenance communicated in advance.
Service credits
If monthly availability falls below the target, customers may be eligible for service credits applied to future invoices. Credit amounts scale with the severity and duration of the incident.
- 99.90% – 99.99%: 5% credit of monthly fees for the affected service.
- 99.00% – 99.89%: 10% credit.
- Below 99.00%: 25% credit.
Exclusions
- Scheduled maintenance windows notified in advance.
- Force majeure events outside our reasonable control.
- Customer-initiated actions (misconfiguration, quota limits, abuse).
- Third-party network issues outside our infrastructure.
Support response targets
- Starter: First response within 6 hours for priority tickets.
- Business: First response within 2 hours for priority tickets.
- Pro: First response within 1 hour for priority tickets.
- Enterprise: First response within 15 minutes, 24/7.
Claiming a credit
Credits must be requested within 30 days of the incident by emailing billing@zwscloud.com with the affected service identifier and incident timeframe.