Service level agreement
1. Support hours
Zeroph provides support during the following window, stated in GMT+0 (Greenwich Mean Time, UTC+0), Monday through Friday (excluding public holidays observed by Zeroph unless otherwise agreed in writing):
- Monday to Friday: 11:00 to 19:00 GMT+0
Requests received outside these hours are handled from the start of the next support window unless your contract states otherwise.
2. Initial response time
For eligible support requests submitted during the support window above, Zeroph aims to provide an initial response within two (2) hours of receipt.
“Initial response” means acknowledgment and, where possible, a concise next step or information request — not necessarily full resolution. Resolution time depends on complexity, dependencies, and access to systems or stakeholders.
3. Scope
This SLA applies to support for services and deliverables Zeroph has agreed to maintain or support under a separate statement of work, order, or equivalent. General sales enquiries, unsolicited messages, and issues outside agreed scope may fall outside these targets.
4. How to request support
Use the support channel defined in your agreement with Zeroph (for example, a designated email address or ticketing process). Including a clear subject, impact, and steps to reproduce helps us meet response targets.
5. Changes
Zeroph may update this page to reflect operational changes. Material changes to contracted SLAs require agreement in your commercial documents; this page is a general statement for visitors and may be superseded by specific contract terms where they differ.