ZITADEL Cloud Service Level Agreement (SLA)

This document defines the service levels for ZITADEL Cloud, a fully managed service of the ZITADEL software. It is an annex to the Framework Agreement.

Our Monthly Uptime Percentage is calculated based on the minutes our Core Services are Available and successfully responding to customer requests. Downtime is defined as periods when these core services are unavailable, excluding planned maintenance and other specified events. Our core services include the Authentication, OIDC, and SAML API endpoints, as well as the Login Service and Identity Brokering Service.

We guarantee a minimum Monthly Uptime Percentage, which varies based on your subscription plan (Default: 99.50%, Extended SLA: 99.95%). If we fail to meet this guarantee, you may be eligible for a Financial Credit that is a percentage of your monthly subscription fee. This credit is the sole remedy for any breach of this SLA. To receive it, you must notify our support team within 30 days of the breach and provide proof of the failed requests.

The SLA is only applicable to organizations with an eligible subscription plan and does not apply if you are in breach of the agreement at the time the issue occurred.

Reference: Service level description for ZITADEL Cloud