Zoho Bookings: Service Level Agreement (SLA)
Uptime Agreement
Zoho assures a monthly uptime of 99.9% for all its users (This excludes the downtime resulting from scheduled maintenance, which will be notified to users in advance). Scheduled maintenance will be communicated to all users through an in-product banner and a community announcement post.
You can check the uptime and performance metrics of all Zoho services, including Bookings, from the respective data center links given below.
Data Center | URL |
United States (US) | |
Europe (EU) | |
Australia (AU) | |
India (IN) | |
China (CN) | |
Japan (JP) | |
Saudi Arabia (SA) | |
Canada (CA) |
Info: You can also view the status of Zoho services across all data centers in this page.Read-only Services
If the server is down due to unforeseen circumstances, the product can still be accessed in read-only mode. To access it, sign in using the Login URL provided below, and then use the Read-only Bookings URL (based on your DC) to view the product in read-only mode.
Data Center | Login URL | Read-only Bookings URL |
United States (US) | ||
Europe (EU) | ||
Australia (AU) | ||
India (IN) | ||
China (CN) | ||
Japan (JP) | ||
Saudi Arabia (SA) | ||
Canada (CA) |
Customer Support SLA
Zoho Bookings prioritizes customer satisfaction. Our dedicated team of customer support is available round the clock on weekdays (24 hours a day, Monday through Friday, except public holidays). We value every customer and ensure that each piece of customer feedback is actively listened to and addressed promptly.
We also have SLAs on different types of support requests, which are listed below.
Severitiy Level | S1 | S2 | S3 | S4 | S5 |
Acknowledgement SLA | 8 hrs | 10 hrs | 12 hrs | 12 hrs | 24 hrs |
Severity Level Definitions
Severity Level | Business Impact Criticality* |
S1 | High |
S2 | High/Medium |
S3 | Medium |
S4 | Medium/Low |
S5 | Low |
*Explained in the below table
Business Impact Criticality
| |||
Levels | Description | ||
High | Zoho Bookings does not function without a fix being applied, and the problem has a significant effect on the revenue or business operations of the subscriber. | ||
Medium | Zoho Bookings can function. However, it provides incorrect results, or its performance is inconsistent with what is described in the documentation. | ||
Low | The functionality of Zoho Bookings is not affected by the problem, or the desired functionality can be achieved using other features of Zoho Bookings. | ||
Note : If the business impact is low or high, the severity levels can come down or move up a level based on the customer's request.
You can reach out to our support by writing to support@zohobookings.com, or raise a request directly from Zoho Bookings's help widget.
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