Z7 Solutions LLC · Legal
Incorporated by reference into the Z7 Solutions Statement of Work Terms of Business.
Plain-English summary (not legally binding)
How fast we respond and our uptime commitment. Response and resolution times are good-faith targets. The only money-backed promise is monthly availability on services we host and measure: if we miss it, you receive service credits. This summary is for convenience and is not part of the contract.
| Severity | Definition | Examples |
|---|---|---|
| P1 (Critical) | Complete service outage; major business impact; no workaround | Production server down, ransomware in progress, email down for entire org, complete loss of network |
| P2 (High) | Significant degradation; partial outage; workaround difficult | Critical app down for one department, intermittent network issues affecting multiple users, major email delivery failure |
| P3 (Medium) | Minor degradation; affects one or few users; reasonable workaround available | Single user can’t print, individual app crash, single-user email issue |
| P4 (Low) | No impact to operations; request only | New user setup, password reset, software install request, how-to questions |
| Severity | Response Time (Business Hours) | Response Time (After-Hours) | Resolution Target |
|---|---|---|---|
| P1 | 15 minutes | 30 minutes | 4 hours |
| P2 | 1 business hour | 2 hours | 8 business hours |
| P3 | 4 business hours | Next business day | 2 business days |
| P4 | 1 business day | Next business day | 5 business days |
Response Time and Resolution Time figures in this Section are targets, not guarantees. They describe Z7’s good-faith service objectives, measured on a best-effort basis, and depend on factors including ticket submission through the designated channel, Client confirmation of severity, third-party vendor response, parts availability, root cause complexity, and Client access provisioning. A failure to meet a Response Time or Resolution Time target is not a breach and carries no service credit or other remedy. The only service-level commitment carrying a financial remedy is the Service Availability commitment in Section 4.
A Service Availability commitment applies only to a service that an SOW expressly identifies as carrying an availability target and that Z7 hosts or operates and can measure. For a Third-Party Product (including Microsoft 365, Google Workspace, and ISP or cloud-provider services) or a Client-owned system, Z7 does not commit to the availability of the underlying product or system. The Monthly Availability Target for a qualifying service is 99.5%, unless an SOW for that service expressly states a different target supported by agreed monitoring.
| Measured Monthly Availability | Service Credit |
|---|---|
| 99.0% up to but excluding 99.5% | 5% of monthly recurring fee |
| 95.0% up to but excluding 99.0% | 10% of monthly recurring fee |
| Below 95.0% | 25% of monthly recurring fee |
Credits do not stack across bands; the single band matching the month’s measured availability applies, and the maximum aggregate credit in any month is 25% of that month’s recurring fee for the affected service.
Service credits are Client’s sole and exclusive financial remedy for any service-level shortfall, including any availability, response, or resolution shortfall, and do not stack with the warranty remedy in Section 11.2 of the Terms. To claim a credit, Client must submit a written request within 30 days after the end of the affected month, identifying the service, the month, and the basis. A credit will not be issued for a month in which Client’s account for the affected service is more than 30 days past due or Client is in material breach.
Chronic Failure. If Z7 misses the applicable Monthly Availability Target for the same service in three consecutive months, or in four months within a rolling six-month period, in each case for reasons within Z7’s reasonable control and not within the Section 5 exclusions, Client may terminate the affected service in the applicable SOW for cause on 30 days written notice given within 30 days after the qualifying month, if the failure remains uncured. Termination under this paragraph is Client’s sole and exclusive remedy for chronic failure, is limited to the affected service, does not refund fees for service actually rendered, and does not trigger an early-termination fee. This paragraph does not apply to a government Client except as permitted by its governing law.
These events do not count against availability or response targets:
