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Zuora Support and Service Level Agreement

Zuora

Zuora Support and Service Level Agreement

This Support and Service Level Agreement document contains terms that are defined in the agreement or order form entered into between Customer and Zuora.

I. Support Contacts, Zuora Community & Customizations

  1. For "Zuora Central Edition-Growth" level support, Customer will appoint up to five (5) designated support contact persons knowledgeable regarding the Service for purposes of contacting Zuora’s support team about technical support issues with the Service, including reporting such issues via Zuora's designated support portal / channel.

  2. For "Zuora Central Edition-Enterprise" level support and Zuora Revenue support, Customer will appoint up to twenty (20) designated support contact persons knowledgeable regarding the Service for purposes of contacting Zuora’s support team about technical support issues with the Service, including reporting such issues via Zuora's designated support portal / channel.

  3. For "Zuora Central Edition-Nine" level support, Customer will appoint a reasonable number (though there is no limit on the number for Nine Edition-level support) of designated support contact persons knowledgeable regarding the Service for purposes of contacting Zuora’s support team about technical support issues with the Service, including reporting such issues via Zuora's designated support portal / channel.

  4. Customer must opt-into Zuora’s online community site (i) to receive certain important information about updates and other changes to the Service, and (ii) to take other required action relating to support and use of the Service. Zuora will provide reasonable notice of any updates to its subprocessors through its Normal Communication Channels.

  5. The commitments under this exhibit do not apply to customizations, enhancements or other non-standard modifications to the Service requested or made by Customer.

II. Support for Zuora Non-Production Tenants (for all Customers and all Editions)

  1. RESPONSE TIMES: For all support issues relating to Zuora Non-Production Tenants, Zuora will make reasonable efforts to respond promptly (via Zuora's Normal Support Channels, defined below) to all tickets submitted through Zuora's designated support portal / channel, in any event within two (2) Business Days after receipt. If Zuora fails to meet this response time commitment, Customer's exclusive remedy and Zuora's sole obligation will be: (a) for Zuora to make reasonable efforts to respond promptly after Customer notifies Zuora that it failed to meet this response time commitment; and (b) if Zuora fails to meet this response time commitment five (5) times during a calendar quarter, for Customer to terminate the applicable Order Form and receive a refund, on a pro rata basis, of any Fees paid for the Non-Production Tenant(s) that are unused as of the termination effective date.

    "Business Day" means Monday through Friday, based on the time zone of Customer's primary place of business.

    "Zuora’s Normal Support Channels" means Zuora’s online support portal, Zuora’s online community site, the "Trust" support status page located at https://trust.zuora.com, and emails sent to the contact duly designated by Customer.

  2. SERVICE LEVELS & SERVICE CREDITS: No Service Level or Service Credit commitments apply to Non-Production Tenants.

III. Support for Production Tenants - Zuora Central Edition-Growth Customers

For "Zuora Central Edition-Growth" level support:

  1. RESPONSE TIMES: For all support issues relating to Zuora Production Tenants, Zuora will make reasonable efforts to respond promptly (via Zuora's Normal Support Channels) to all tickets submitted through Zuora's designated support portal / channel, in any event within two (2) Business Days after receipt. If Zuora fails to meet this response time commitment, Customer's exclusive remedy and Zuora's sole obligation will be: (a) for Zuora to make reasonable efforts to respond promptly after Customer notifies Zuora that it failed to meet this response time commitment; and (b) if Zuora fails to meet this response time commitment three (3) times during a calendar quarter, for Customer to terminate the Order Form for the applicable Service and receive a refund, on a pro rata basis, of any Fees paid for the Production Tenant(s) that are unused as of the termination effective date; and

  2. SERVICE LEVELS & SERVICE CREDITS: No Service Level or Service Credit commitments apply to the Production Tenants.

IV. Support for Production Tenants - Zuora Central Edition-Enterprise, Zuora Revenue and Zuora Central Edition-Nine Customers

For "Zuora Central Edition-Enterprise" level support, Zuora Revenue support and "Zuora Edition-Nine" level support, Zuora will provide the following technical support for all Production Tenants:

  1. RESPONSE TIMES: For all support issues relating to Zuora Production Tenants, Zuora will respond in accordance with Table 1:

    Table 1
    Issue Severity Level Response Commitment*
    0

    Sixty (60) minutes

    (seven days per week)

    1

    Four (4) Hours

    (seven days per week)

    2

    Eight (8) Business Hours

    3

    Two (2) Business Days

    * "Response Commitment" is the maximum time within which Zuora will respond (via Zuora's Normal Support Channels) to each support issue reported by Customer.

    1. Issue Severity Level Definitions:

      • Severity Level 0 (Urgent): Customer experiences complete loss of the Service, meeting the definition of "Unavailable" in Section IV-B-1 below.
      • Severity Level 1 (High): Major feature or function failure causing use of the Service by Customer to be severely restricted and where no workaround exists.
      • Severity Level 2 (Medium): Partial, non-critical impact to use of the Service with a medium-to-low impact on Customer operations.
      • Severity Level 3 (Low): A routine question, request for documentation, or general inquiry with no or minor impact to use of the Service by Customer.
    2. Assignment of Severity Levels: Zuora will determine the Severity Level assigned to each support issue in its reasonable discretion, but taking into consideration the Severity Level input by Customer. Zuora may change the assigned Severity Level as additional information regarding the issue is obtained.

    3. Remedies for Breach of Response Time Commitments: If Zuora fails to meet the response time commitments in Table 1 above, Customer's exclusive remedy and Zuora's sole obligation will be: (a) for Zuora to make reasonable efforts to respond promptly after Customer notifies Zuora that it failed to meet the relevant response time commitment; and (b) if Zuora fails to meet the relevant response time commitments three (3) times during a calendar quarter, for Customer to terminate the Order Form for the applicable Service and receive a refund, on a pro rata basis, of any Fees paid for the applicable Tenant(s) that are unused as of the termination effective date.

  2. SERVICE LEVELS & SERVICE CREDITS:

    1. Uptime Commitment:

      The Quarterly Uptime Percentage for the Service will be ninety-nine and nine-tenths percent (99.9%) (the "Uptime Commitment"). Subject to the exclusions described in Subsection IV-B-2 below, "Quarterly Uptime Percentage" is calculated by subtracting from 100% the percentage of 1-minute periods during any calendar quarter in which Customer’s Production Tenant(s) is(are) Unavailable out of the total number of minutes in that calendar quarter. "Unavailable" and "Unavailability" mean that, in any 1-minute period, all connection requests received by Customer’s Production Tenant(s) failed to process (each a "Failed Connection"); provided, however, that no Failed Connection will be counted as a part of more than one such 1-minute period (e.g., a Failed Connection will not be counted for the period 12:00:00-12:00:59 and the period 12:00:30-12:01:29). The Quarterly Uptime Percentage will be measured based on the industry standard monitoring tools Zuora uses.

    2. Exclusions from Quarterly Uptime Percentage:

      Notwithstanding anything to the contrary in this exhibit, any Service Unavailability issues resulting from any of the following will be excluded from calculation of Quarterly Uptime Percentage:

      1. 2.1  regularly scheduled maintenance of the Service that does not exceed six (6) hours per 3-month period and is communicated by Zuora at least twenty-four (24) hours in advance via Zuora's Normal Support Channels. (Zuora typically schedules such regularly scheduled maintenance once per month.);

      2. 2.2  any negligent or intentional misuse of the Service by Customer and/or any other use of the Service not authorized by the Agreement;

      3. 2.3  any issues with a third party service to which Customer subscribes (e.g., salesforce.com, Avalara, or a payment gateway);

      4. 2.4  any problems not caused by Zuora that result from (a) Internet performance, (b) equipment or software under Customer's control, or (c) force majeure events;

      5. 2.5  Zuora's suspension or termination of the Service in accordance with the Agreement and/or its associated Order Form; or

      6. 2.6  Any products or features then identified as "Beta" or "limited availability" in the applicable Service description.

      Customer may elect to purchase Zuora Professional Services to resolve issues associated with the excluded areas listed in this Subsection IV-B-2. Such Professional Services may require Customer to complete a network assessment, and/or give Zuora access to Customer's network, in order to diagnose the issue. If Zuora develops custom configurations of the Service pursuant to Customer's request under a SOW and such custom configurations do not operate with a subsequent patch, update or new release of the Service, then Zuora may charge Customer Fees for any support or Professional Services provided with respect to such customer configuration(s).

    3. Service Credits:

      If Zuora does not meet the Uptime Commitment with respect to any particular calendar quarter (i.e., the Quarterly Uptime Percentage was below 99.9%), and Customer is negatively impacted thereby, then as Customer's sole and exclusive remedy, and only upon Customer's written request in accordance with Section 4 below, Zuora will provide to Customer either:

      1. for each calendar month in such qualifying quarter during which the Monthly Uptime Percentage was below 99.9% but at or above 99.0%, a service credit ("Service Credit(s)") equal to ten percent (10%) of the annual fees paid by Customer for the applicable Service during that month under all affected Order Forms then in effect (but excluding any Professional Services and any Fees paid for a separate Service); or

      2. for each calendar month in such qualifying quarter during which the Monthly Uptime Percentage was below 99.0%, a Service Credit equal to twenty-five percent (25%) of the annual fees paid by Customer for the applicable Service during that month under all affected Order Forms then in effect (but excluding any Professional Services and any Fees paid for a separate Service).

      For purposes of the preceding sentence, "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of 1-minute periods during any billing cycle for a calendar month during which Customer’s Production Tenant(s) is(are) Unavailable out of the total number of minutes in that monthly billing cycle. The Monthly Uptime Percentage will be measured based on the industry standard monitoring tools Zuora uses.

    4. Service Credit Process

      To receive a Service Credit, Customer must submit a request by sending an email to support@zuora.com. To be eligible, the credit request must: (a) include the dates and times of each Unavailability incident that Customer claims to have experienced, along with sufficient details to enable Zuora to verify the information; and (b) be received by Zuora within thirty (30) calendar days  after the last day of the qualifying calendar quarter  that is part of Customer’s Service Credit claim. If Customer is past due with respect to any payment obligation, or otherwise in material breach of any contractual obligation to Zuora, Customer is not eligible for any Service Credits. Service Credits will be issued to Customer within sixty (60) days after Zuora confirms that Customer qualifies for the Service Credit under this section.

V. Additional Support for Production Tenants - Zuora Central Edition-Nine Customers only

For "Nine Edition"-level support (or the equivalent, if renamed), Zuora will also provide the following additional technical support for all Production Tenants:

  1. Advanced Salesforce Development Support: If Zuora determines it is likely that an issue Customer reports to Zuora was caused by Salesforce's platform, Zuora's support team will make reasonable efforts to help Customer and Salesforce resolve the issue, free of additional charge;

  2. Advanced Payment Gateway Support: If Zuora determines it is likely that an issue Customer reports to Zuora was caused by Customer's chosen payment gateway(s), Zuora's support team will make reasonable efforts to help Customer and the payment gateway(s) resolve the issue, free of additional charge; and

  3. Customization Support: If Zuora determines it is likely that an issue Customer reports to Zuora was caused by a customization to the Zuora Service, Zuora's support team will make reasonable efforts to help Customer resolve the issue free of additional charge.