Legal
Service Level Agreement
Effective date: 23 July 2026
The uptime commitment for the managed cloud on paid plans, how it is measured, what is excluded, and the service-credit remedy.
Draft for review. This document reflects how Zynth Auth actually operates and the frameworks it aligns to, but it is not legal advice and has not yet been reviewed by counsel. Terms are subject to change before general availability.
This SLA sets out our availability commitment for the managed offering. It complements the Terms of Service.
1. Scope
This Service Level Agreement ("SLA") applies to the Zynth Auth managed cloud offering on paid plans. It does not apply to free plans, evaluation or beta features, or the self-hosted offering — where you operate the infrastructure and therefore control its availability.
2. Uptime commitment
We target a Monthly Uptime Percentage of at least 99.9% for the authentication and token-issuance APIs of the managed offering. Because availability of authentication is itself a security property, these core paths are prioritized above all others.
3. How uptime is measured
“Monthly Uptime Percentage” is calculated per calendar month as: (total minutes − Downtime minutes) ÷ total minutes × 100. “Downtime” means sustained periods in which the core authentication API is unavailable to a properly-configured request, as measured by our monitoring and the public status page, excluding the periods listed below.
4. Exclusions
The commitment does not cover unavailability caused by:
- Scheduled maintenance announced in advance on the status page.
- Factors outside our reasonable control, including force majeure and internet or third-party network failures.
- Your configuration, applications, or misuse, or your exceeding documented rate or usage limits.
- Outages of an external identity provider you have chosen to federate with, or of a sub-processor caused by that provider.
- Beta, evaluation, or free-plan features.
5. Service credits
If we fall short of the Monthly Uptime Percentage for a paid plan, your sole and exclusive remedy is a service credit against a future invoice:
| Monthly Uptime Percentage | Service credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of the monthly fee |
| < 99.0% and ≥ 95.0% | 25% of the monthly fee |
| < 95.0% | 50% of the monthly fee |
To claim a credit, contact us within 30 days of the affected month with the dates and times of the downtime. Credits are non-refundable, have no cash value, and are capped at the fees paid for the affected month.
6. Support
Support channels and target response times vary by plan and are described at sign-up or in your order. Security-impacting issues are prioritized regardless of plan.
7. Status and changes
Current and historical availability is published on our public status page, which is hosted independently of the platform so it stays reachable during an incident. We may update this SLA; material changes are posted here with a new effective date. Questions? Contact sales@zynthmedia.com.