Service Level Agreement

This SLA applies to Zonalia's paid API tiers (Growth, Scale, and Enterprise). It does not apply to the free tier or to the informational tools on zonaliadigitalftz.com, which are provided without uptime commitment.

1. Uptime target

Zonalia targets 99.5% monthly uptime for the API on paid tiers, measured across all documented endpoints. Uptime excludes scheduled maintenance windows, which we will announce at least 24 hours in advance where practicable.

2. Support response times

For paid API customers, we target the following first response times, Monday–Friday:

Growth tier: within 2 business days
Scale tier: within 1 business day
Enterprise tier: response time agreed individually as part of your contract

3. What this SLA does not cover

This SLA covers Zonalia's own infrastructure availability. It does not cover, and Zonalia is not responsible for, downtime or delays caused by NEPZA, the Nigeria Customs Service, CAC, Paystack, or any other third-party system Zonalia depends on or refers to. Duty, HS code, and CAC verification outputs remain indicative only — see our Terms of Service.

4. Remedies

If Zonalia fails to meet the uptime target in a given billing month for a paid tier, contact us and we will apply a pro-rated service credit toward your next billing cycle, reflecting the extent of the shortfall. This is the sole remedy under this SLA.

5. Changes to this SLA

We may update this SLA as Zonalia's infrastructure and tiers evolve. Material changes will be reflected on this page with an updated effective date.