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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.

Notes
Note: To find your account's data center, visit the Zoho Bookings web app and check the URL.

Data Center

URL

United States (US)

https://status.zoho.com

Europe (EU)

https://status.zoho.eu

Australia (AU)

https://status.zoho.com.au

India (IN)

https://status.zoho.in

China (CN)

https://status.zoho.com.cn

Japan (JP)

https://status.zoho.jp/

Saudi Arabia (SA)

https://status.zoho.sa/

Canada (CA)

https://status.zohocloud.ca/


InfoInfo: 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)

https://accounts-ro.zoho.com/ 

https://bookings-ro.zoho.com/

Europe (EU)

https://accounts-ro.zoho.eu/ 

https://bookings-ro.zoho.eu/

Australia (AU)

https://accounts-ro.zoho.com.au/ 

https://bookings-ro.zoho.com.au/

India (IN)

https://accounts-ro.zoho.in/ 

https://bookings-ro.zoho.in/

China (CN)

https://accounts-ro.zoho.com.cn/ 

https://bookings-ro.zoho.com.cn/

Japan (JP)

https://accounts-ro.zoho.jp/ 

https://bookings-ro.zoho.jp/

Saudi Arabia (SA)

https://accounts-ro.zoho.sa/ 

https://bookings-ro.zoho.sa/

Canada (CA)

https://accounts-ro.zohocloud.ca/ 

https://bookings-ro.zohocloud.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.


NotesNote : 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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Updated: 2 months ago
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