Zoho Connect's Service Level Agreement (SLA)

Overview

At Zoho Connect, we work hard to provide you with a reliable service. Our Service Level Agreement (SLA) highlights our commitment to keeping things running smoothly, even during maintenance and downtime.

Uptime guarantee

Zoho Connect guarantees 99.9% uptime each month, excluding scheduled maintenance and planned updates. You'll be notified about any scheduled maintenance 48 hours in advance.

To check the current uptime and performance for Zoho services, visit the status page for your region:

Region	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/

Read-only service during downtime

If the server is down, you can still access Zoho Connect in read-only mode. Use the appropriate link for your region:

Region	URL
United States (US)	https://connect-ro.zoho.com/
Europe (EU)	https://connect-ro.zoho.eu/
Australia (AU)	https://connect-ro.zoho.com.au/
India (IN)	https://connect-ro.zoho.in/
China (CN)	https://connect-ro.zoho.com.cn/

Support and response times

Zoho Connect provides 24/5 customer support (excluding public holidays). Response times depend on the issue's severity:

Severity level	Response	Problem diagnosis	Resolution
L1: Critical issues	6 hours	24 hours	48 hours
L2: Feature issues	15 hours	3 days	8 days
L3: Minor issues	24 hours	7 days	14 days

L1: Critical issues preventing access to Zoho Connect.

L2: Issues with specific features needing remote assistance.

L3: Non-critical issues with workarounds.

For help or more clarity, you can email to support@zohoconnect.com and raise a request directly from Zoho Connect.

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