BounceZero commits to the following service levels across all paid plans. Enterprise customers receive contractual SLA with credit-back provisions.
Effective: 1 April 2026 - BounceZero Ltd, Company No. 17153835
| Monthly Uptime | Max Downtime / Month | Credit (Enterprise) |
|---|---|---|
| ≥ 99.9% | ~43 minutes | No credit |
| 99.0% - 99.9% | ~7 hours | 10% monthly credit |
| 95.0% - 99.0% | ~36 hours | 25% monthly credit |
| < 95.0% | > 36 hours | 50% monthly credit |
Credits apply to Enterprise plan customers only. Credits are applied to the next invoice and cannot be exchanged for cash. Scheduled maintenance windows are excluded from downtime calculations.
| Plan | Channel | First Response | Hours |
|---|---|---|---|
| Starter / Growth | 48 hours | Business days | |
| Professional | Email + Priority queue | 24 hours | Business days |
| Business / Scale | Email + Dedicated Slack | 8 hours | Business days |
| Enterprise | Dedicated Slack + Account Manager | 4 hours | Mon-Fri 09:00-18:00 GMT |
Enterprise customers can request a signed SLA addendum. Contact our sales team.
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