SUPPORT TERMS AND CONDITIONS
Zoho maintenance and support shall be available 24x5 Monday through Friday.
Acknowledgement, Problem Determination and Resolution/Restoration Timeframe
| Severity Level | Acknowledgement | Problem Determination | Resolution/Restoration |
|---|---|---|---|
| 1 | 6 hours | 24 hours | 48 hours |
| 2 | 15 hours | 3 days | 8 days |
| 3 | 24 hours | 7 days | 14 days |
Severity Level 1:
Zoho Show does not function without a fix being applied and the problem has significant effect on the revenues or business operations of Subscriber.
Severity Level 2:
Zoho Show can function. However, Zoho Show functions providing incorrect results or its performance is inconsistent with the performance described in the documentation.
Severity Level 3:
The functionality of Zoho Show is not affected by the problem or can be achieved by using other features of Zoho Show.
SERVICE LEVEL TERMS AND CONDITIONS
Downtime shall mean inability to access Zoho Show due to a Qualifying Fault. Downtime is measured based on availability of Zoho Show as measured by Zoho’s application monitoring tool.
Qualifying Fault shall mean and include server side errors and reachability errors attributable to Zoho Show.
Downtime Period shall mean ten or more consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods.
Monthly Uptime shall mean total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in a calendar month.
Monthly Uptime Percentage shall mean the percentage calculated by dividing Monthly Uptime by the total number of minutes in a calendar month.
Scheduled Downtime shall mean unavailability of Zoho Show about which Subscriber is informed at least forty eight (48) hours in advance. A Schedule Downtime will not constitute a Qualifying Fault.
Planning of Scheduled Downtime.
Zoho will ensure that Scheduled Downtime is planned on weekends between 9:00 pm to 6:00 am (Pacific Time in the United States).
Monthly Uptime Commitment.
Zoho Show will have a Monthly Uptime Percentage of 99.9%.