Service Level Agreement
Availability, response times and service credits
Version 1.2, 9 October 2026
Article 1: Scope
This Service Level Agreement (SLA) applies to all paid subscriptions of Zenboek and describes Zenboek's obligations regarding the availability, performance and support of the Services.
The SLA forms part of the Zenboek Terms and Conditions. In the event of conflict, the SLA takes precedence for the matters regulated herein.
Article 2: Availability (Uptime)
2.1 Uptime commitment
Zenboek guarantees a monthly availability of 99.5% for the core application (dashboard, invoicing, bookkeeping). This corresponds to a maximum of 3 hours 39 minutes of downtime per month. For Enterprise the guarantee is 99.9%, a maximum of 43 minutes per month.
| Subscription | Uptime SLA | Max. downtime/month |
|---|---|---|
| Starter | 99.5% | 3h 39m |
| Groei | 99.5% | 3h 39m |
| Pro | 99.5% | 3h 39m |
| Enterprise | 99.9% | 43m |
2.2 Definition of downtime
Downtime is defined as a continuous period of more than 5 minutes during which the Services are completely unreachable for the Customer, as established via Zenboek's monitoring system.
Not counted as downtime: planned maintenance (see Article 4), performance issues caused by force majeure or third-party outages (see Article 7), and reduced performance where the Services remain accessible.
Article 3: Incident response times
| Priority | Description | First response | Resolution target |
|---|---|---|---|
| P1 Critical | Complete service unavailability | < 4 hours | < 8 hours |
| P2 High | Critical function (invoicing, payments) unavailable | < 8 hours | < 24 hours |
| P3 Normal | Non-critical function partially unavailable | < 1 business day | < 5 business days |
| P4 Low | Cosmetic issue or feature request | < 3 business days | Next release |
These response times apply to all subscriptions, including Enterprise, and run during business hours (Monday to Friday 09:00-17:00 CET). You can report an incident by email at any time; if it arrives outside business hours, the response time runs from the start of the next business day. Different response times apply only if they are laid down in writing in an individual Enterprise agreement.
Article 4: Planned maintenance
Planned maintenance is announced at least 48 hours in advance by email and via the status page. Zenboek endeavours to schedule planned maintenance outside business hours (Mon–Fri 09:00–17:00 CET).
Planned maintenance time does not count as downtime for uptime calculations, provided the notice period has been respected.
Article 5: Service credits
If Zenboek fails to meet the uptime guarantee of your subscription in a calendar month (Article 2.1), the Customer is entitled to a service credit. The entitlement arises as soon as the actual uptime falls below the guarantee: below 99.5% for Starter, Groei and Pro, below 99.9% for Enterprise. The credit is a percentage of the monthly subscription fee:
| Actual uptime in the month | Starter, Groei and Pro (guarantee 99.5%) | Enterprise (guarantee 99.9%) |
|---|---|---|
| 99.9% or higher | None (guarantee met) | None (guarantee met) |
| 99.5% to 99.9% | None (guarantee met) | 10% |
| 99.0% to 99.5% | 10% | 10% |
| 95.0% to 99.0% | 25% | 25% |
| Lower than 95.0% | 50% | 50% |
In each band the lower bound is included and the upper bound is not: 99.5% falls in the band 99.5% to 99.9%.
You request a service credit within 30 days of the affected month; Zenboek checks the request against its own monitoring (Article 6) and applies the credit to the next invoice. Requests go to support@zenboek.com.
Service credits are the sole remedy for uptime shortfalls and are not redeemable for cash.
Article 6: Monitoring and reporting
Zenboek continuously monitors availability via automated systems. Customers can check the current status and historical uptime via the status page.
Enterprise customers receive monthly uptime reports by email.
Article 7: Exclusions
The SLA guarantees do not apply to downtime caused by:
- Outages at third-party providers (Ibanity NV, Mollie, AI providers, DNS providers)
- Force majeure (see Article 9 of the Terms and Conditions)
- Acts or omissions of the Customer or its users
- Planned maintenance (when announced with sufficient notice)
- DDoS attacks or other cyberattacks by third parties
- Beta features and functionality marked as experimental
Article 8: Contact and support
Incident reporting
Email: support@zenboek.com
Include "P1" or "P2" in the subject line for priority handling
Softply (trading name: Zenboek) • CoC: 95773428 • VAT: NL005173326B42 • Meerring 34, 5658LD Eindhoven, the Netherlands • Version 1.2, 9 October 2026. This SLA may be amended with 30 days' prior notice.