Service Level Agreement (SLA)
Zoho Vault: 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 Vault, please visit the data center link corresponding to your area listed below below.
Data Center | URL |
United States (US) | |
Europe (EU) | |
Australia (AU) | |
India (IN) | |
China (CN) |
Note: Scheduled maintenance refers to the unavailability of Zoho Vault 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 Vault). Click here to access a centralized view of all Zoho services across all data centers. In the event the server is down, users can still access their passwords from our read-only service. Click the data center link corresponding to your area listed below.
Data Center | URL |
United States (US) | |
Europe (EU) | |
Australia (AU) | |
India (IN) | |
China (CN) |
At Zoho Vault, customer satisfaction is of utmost importance to us and to ensure this, we have dedicated customer support around the clock on weekdays (24 hours a day, Monday through Friday, except public holidays). We also provide SLAs on all of our product support requests, as detailed below.
Tickets | Details | Acknowledgement SLA |
L1 Tickets | Issues that do not disrupt the functionality of Vault or can be fixed with a workaround in the product | One Business Day (24 hours) |
L2 Tickets | Issues that require remote assistance when a particular feature or functionality doesn't work the intended way | 12 hours |
L3 Tickets | Critical issues that prevent users from accessing the Zoho Vault service and requires an immediate fix | Requests will be analyzed and an update on the possible solutions or ETA of the solution will be shared within 8-12 hours. All data recovery requests: 2 - 5 business days |
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