Zoho DataPrep - Service Level Agreement (SLA)

Zoho DataPrep - Service Level Agreement (SLA)

Zoho guarantees all of its users a monthly uptime of 99.9% (excluding the downtime caused by scheduled maintenance and planned updates which will be communicated well in advance). To check the current uptime and performance metrics of all Zoho services including DataPrep, please visit the data center link corresponding to your area listed below below.

Data Center 


United States (US)


Europe (EU)


Australia (AU)


India (IN)


China (CN)






Saudi Arabia



Note: Scheduled maintenance refers to the unavailability of Zoho DataPrep about which the customer is informed at least 48 hours in advance. A scheduled downtime will not constitute as a qualifying fault (unexpected downtime from Zoho DataPrep).
In the event the server is down, users can still access their DataPrep organizationin a read-only mode. Click the data center link corresponding to your area listed below.


Data Center


United States (US)


Europe (EU)


Australia (AU)


India (IN)


China (CN)






Saudi Arabia



Classic Support - Terms and Conditions

Severity Level 1:  The Zoho Service does not function without a fix being applied and the problem has significant effect on the revenues or business operations of Partner.  
Severity Level 2:  The Zoho Service can function. However, the Zoho Service functions providing incorrect results or its performance is inconsistent with the performance described in the documentation.   
Severity Level 3:  The functionality of the Zoho Service is not affected by the problem or can be achieved by using other features of the Zoho Service.    

Severity Level


Problem Determination

Resolution / Restoration


8 hours

24 hours

48 hours


24 hours

3 days

8 days


48 hours

7 days

14 days


The above tabulation detailing support level terms and conditions apply to classic support plan alone. Please refer our support plan comparison page for the Classic plan details.  

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