Service Level Agreement
1. Uptime Objective
Zentari targets high service availability and monitors platform health continuously across core service surfaces.
2. Incident Response
Incident severity levels determine response and communication timelines. Critical incidents are prioritized for immediate triage and mitigation.
3. Maintenance Windows
Scheduled maintenance is performed in defined windows and may temporarily affect non-critical features.
4. Reporting and Escalation
Customers can report service-impacting issues through designated support channels. Escalation procedures follow contracted support terms.