Service Level Agreement (SLA)

Effective Date: 18/02/2025
Last Updated: 10/09/2025

This Service Level Agreement describes Zerberus Technologies Ltd’s service level commitments in connection with Customer’s paid use of the Zerberus.ai platform (the Services). Capitalised terms not defined here have the meanings in the Terms of Service and End User Licence Agreement (EULA).

1. Uptime Commitment

During each calendar month of an active subscription term, Zerberus will provide at least 99.0% Uptime (the Guaranteed Uptime). If the Guaranteed Uptime is not met, Customer may be eligible for Fee Credits as set out below.

Scope of measurement: Hosted web application and Zerberus service endpoints (and API when available).
Out of scope: Local execution of the CLI where Zerberus endpoints are reachable; Customer networks, devices, ISPs, or third-party integrations.

2. Requesting Fee Credits

To receive Fee Credits, Customer must email billing@zerberus.ai within 30 days after the end of the month in which Zerberus did not meet the Guaranteed Uptime, including reasonable detail to validate the claim.
Failure to submit a timely request forfeits the right to Fee Credits. Approved credits will be applied to the next invoice.

Exclusive remedy. Fee Credits are the Customer’s sole and exclusive remedy for failure to meet the Guaranteed Uptime.

3. Fee Credit Schedule

Monthly Uptime Percentage

Fee Credit (of that month’s Fees)

99.0% – 100%

95.0% – 98.99%

10%

< 95.0%

20%

Credit cap: Fee Credits for a month will not exceed the Fees paid or payable for the affected month.

4. Definitions

Uptime means the total minutes in a calendar month during which Customer’s Zerberus instance is accessible and not suffering from Downtime.

Downtime means total minutes in a month when the Customer’s Zerberus instance is unavailable, excluding any unavailability resulting from:
a) Scheduled Maintenance;
b) Customer’s or a user’s use of the Services contrary to Documentation or the EULA;
c) factors outside Zerberus’s reasonable control, including outages of third-party cloud providers, third-party products or integrations, general Internet/ISP failures, DNS issues beyond Zerberus’s control, or Customer’s own network or devices;
d) Force Majeure events.

Scheduled Maintenance means planned maintenance notified in advance on status.zerberus.ai. Zerberus will use reasonable endeavours to schedule maintenance during off-peak hours and to minimise disruption.

Monthly Uptime Calculation

Worked example:
If a 30-day month has 43,200 total minutes and 600 Downtime minutes (after exclusions), Uptime % = (43,200 − 600) ÷ 43,200 × 100 = 98.61%, qualifying for a 10% Fee Credit.

5. Exclusions and Special Cases

Free Tier, trials, and Beta features (including Remed-AI and the AI-driven Policy module while in Beta) are provided as-is and are excluded from this SLA.
Third-party services and integrations are outside Zerberus’s control and excluded from Uptime calculations.
Security incidents caused by Customer (for example, credential leakage or misconfiguration) are excluded.

6. Status and Reporting

Zerberus publishes real-time and historical availability information, incident reports, and maintenance notices at status.zerberus.ai. If the status site itself is impaired, Zerberus will notify Customers via in-app notice or email where feasible.

7. Relationship to Other Terms

This SLA forms part of the EULA. Terms used here have the meanings given in the EULA. In the event of conflict, the EULA prevails, except where this SLA expressly provides a more specific remedy (Fee Credits).