Service Level Agreement
Our promise of reliability, transparency, and high-availability infrastructure for your business.
99.9% Uptime Commitment
Zyncro guarantees a Monthly Uptime Percentage of at least 99.9%. For any given month, Service Unavailability is defined as the total number of minutes in the month that the scheduling API or booking pages are inaccessible.
- Scheduled Maintenance: We provide 48-hour notice for any maintenance that may impact availability.
- External Dependencies: Uptime excludes outages caused by upstream providers (AWS, Google, Microsoft).
Support Response Times
We categorize support requests by severity levels to ensure critical issues are addressed immediately:
| Severity | Description | Response Goal |
|---|---|---|
| P0 - Critical | System down, booking links inaccessible globally. | Under 2 Hours |
| P1 - High | Major feature degradation (e.g., payments failing). | Under 4 Hours |
| P2 - Normal | General questions or minor configuration issues. | 24 Hours |
Data Integrity & Backups
Encryption is at the core of Zyncro. Every booking, client detail, and OAuth token is encrypted using AES-256 at rest and TLS 1.3 in transit.
We perform automated daily backups with cross-region replication to ensure no data loss occurs during catastrophic infrastructure failure.
Service Credits
If we fail to meet our 99.9% uptime commitment, Enterprise customers are eligible for Service Credits applied to their next billing cycle, ranging from 10% to 50% of the monthly fee depending on the downtime duration.
Questions about our commitments?
Our legal and technical teams are available for deep-dives into our infrastructure security.
Contact Compliance Team