Service Level Agreements and Support Service

For product documentation and usage guidelines, please visit here.

Zscaler provides the Service Level Agreements and Support Services set forth below, subject to the terms and conditions set forth herein.

Any capitalized terms not defined herein shall have the meaning as set forth in the Agreement.

1.1 “Data Packet” means a unit of data made into a single Internet Protocol (IP) package that travels along a given network path.

1.2 “Device” means a subscription license for the SaaS for each physical or virtual machine running an operating system on which the agent is installed.

1.3 “DNS Transaction” means a recursive DNS query sent from Customer through its use of the DNS-Based Guest WiFi Security.

1.4 “Excluded Applications” means Customer application(s) that are unavailable due to (a) failure by Customer’s network to forward traffic to Zscaler; (b) failure by an intermediate ISP (other than Zscaler’s direct ISP(s)) to deliver traffic to Zscaler; (c) a Customer-implemented policy change; (d) Zscaler scheduled maintenance as posted on the Trust Portal; and/or (e) a ZPA Private Service Edge deployed in Customer’s network whereby Zscaler has no control of the operation and/or use of the ZPA Private Service Edge.

1.5 “Excluded ZIA Transactions and Sessions” means Transactions and Sessions that are not processed due to (a) failure by Customer’s network to forward traffic to Zscaler; (b) failure by an intermediate ISP (other than Zscaler’s direct ISP(s)) to deliver traffic to Zscaler; (c) a Customer-implemented policy change that causes Transactions and Sessions to drop; (d) Zscaler scheduled maintenance as posted on the Trust Portal; (e) the internet traffic flowing through a ZIA Virtual Service Edge (also referred to as a “VZEN”) which is deployed in Customer’s network whereby Zscaler has no access to or control of the operation and/or use of the ZIA Virtual Service Edge; and/or (f) local regulations which prevent Zscaler from processing traffic for Authorized Users in certain regions.

1.6 “Known Virus” means a virus for which, at the time of receipt of content by Zscaler a signature has already been made publicly available for a minimum of one (1) hour for configuration by Zscaler’s third party commercial scanner.

1.7 “Location” means a subscription for a specific access point to the Internet in connection with the SaaS.

1.8 “Qualified DNS Transactions” means the following: (i) the lookup is already cached by Zscaler’s recursive DNS server, or if it is not cached, the response time of the authoritative DNS server is not counted as part of the Latency Agreement; and (ii) a reasonable level of service consumption (based on the number of purchased DNS Transactions per Location).

1.9 “Qualified Transactions and Data Packets” means the following: (i) less than 1 MB HTTP or HTTPS request and response; (ii) not related to streaming applications; (iii) not subject to bandwidth management rules (QoS enforcement); and (iv) a reasonable number of Transactions and Data Packets per Seat (based on Zscaler’s cloudwide average).

1.10 “Seat” means a subscription license for the SaaS for an individual Authorized User.

1.11 “Service Credits” means the credits incurred as a result of Zscaler not meeting the applicable Service Level Agreement, as further outlined below.

1.12 “Session” means any non-HTTP or non-HTTPS request sent to or from Customer through its use of the SaaS.

1.13 “Transaction” means an HTTP or HTTPS request sent to or from Customer through its use of the SaaS.

1.14 “Trust Portal” means the Zscaler portal(s) located at https://trust.zscaler.com (Commercial Cloud Offerings) and https://trust.zscaler.us (Government Cloud Offerings) where Zscaler posts cloudwide health and maintenance notices.

1.15 “Workload” means a subscription license of the SaaS for a single cloud workload such as virtual machines, database services, cloud storage, and other similar Infrastructure-as-a-Service (Iaas) and/or Platform-as-a-Service (“PaaS”) resources that Customer utilizes in its public cloud environments.

2.1 In order for any of the Service Level Agreements to apply, (i) Customer must subscribe to the SaaS or the Managed Detection and Response Service that provides the applicable Service Level Agreements, (ii) Customer’s network must be properly configured pursuant to the Documentation, including but not limited to being configured on a 24 X 7 X 365 basis in a manner that allows Customer to take advantage of Zscaler’s redundant global infrastructure; (iii) for ZPA, at least two (2) Zscaler App Connectors are required at each Customer site connecting to the SaaS; and (iv) for ZPA Private Service Edge, to the extent subscribed by Customer, at least two (2) ZPA Private Service Edge are required at each Customer site connecting to the SaaS. The Service Level Agreements do not apply to any errors or diminished performance that result from Customer’s abuse or misuse of the SaaS or other behaviors that violate the Agreement.

2.2 The SaaS will scan as much of the traffic downloaded as technically possible; however, it may not be possible to scan items that (i) are encrypted, encapsulated, tunneled, compressed, modified from their original form for distribution, (ii) have product license protection, or (iii) are protected by the sender in ways that Zscaler cannot inspect (e.g., password protected).  The foregoing items (i) through (iii) are excluded from the Service Level Agreements.

2.3 The Service Credits set forth in the Service Level Agreements shall be Customer’s sole and exclusive remedy for any failure by Zscaler to meet the applicable Service Level Agreements.  To be eligible for a Service Credit, (i) Zscaler must have received all owed Fees for Customer; (ii) Customer or Partner must have reported the incident via a support ticket within twenty-four (24) hours from the start of the incident; and (iii) Customer or Partner must request a Service Credit via a support ticket within ten (10) days from the date of the incident giving rise to a Service Credit.  Zscaler will research the incident(s) to determine if a Service Level Agreements was not met and provide a response to the Customer no later than ten (10) days after the end of the month in which the incident occurred.  For example, if the incident occurred on November 15th, and a support ticket was raised by Customer or Partner on or before November 25th, Zscaler would respond to Customer with the Service Level Agreements calculation by December 10th. Failure to comply with (i) and/or (ii) will forfeit Customer’s right to receive a Service Credit.

2.4 The dollar value of the Service Credit to be applied to the next invoice will be calculated by converting the Service Credit (i.e., the number of days) into the appropriate dollar number. For purposes of example only, if Customer either has (i) a 12-month contract term for a ZIA SKU with a total annual Fee of $500,000, or (ii) a bundled SKU that contains multiple products of which ZIA’s part of the annual Fee is $500,000, and the Service Credit for a ZIA incident was determined to be “3 days”, then Zscaler would provide a credit to Customer or Partner equaling $4,109.59 (3 days / 365 days * $500,000) on Customer’s next invoice.

2.5 The aggregate maximum Service Credit that Zscaler will issue for failing to meet any Service Level Agreements in a single calendar month will not exceed thirty (30) calendar days’ worth of paid SaaS.

2.6 Service Credits shall not entitle the Customer to any refund or other payment from Zscaler. Service Credits can only be applied against future Fees for the applicable SaaS. For avoidance of doubt, Service Credits do not apply to any SaaS that is provided free-of-charge either (i) for evaluative or proof-of-concept purposes, or (ii) as a part of a bundled SKU (e.g., the free standard ZDX included in certain ZIA and ZPA SKUs).

1. ZIA Service Availability Agreement

The SaaS will be available to accept Customer’s Transactions and Sessions 99.999% of the total hours during every month Customer uses the SaaS (the “ZIA Service Availability Agreement”).  Service Availability is computed as a ratio of the number of Transactions and Sessions processed by Zscaler in any affected calendar month on behalf of Customer, to the number of Transactions and Sessions that should have been processed.  Excluded ZIA Transactions and Sessions are not factored into this Service Availability computation.

Failure to meet this ZIA Service Availability Agreement results in a Service Credit as follows:

2. ZIA Latency Agreement

Zscaler will process Customer’s Transactions and Data Packets with an average latency over a calendar month of 100 milliseconds or less for the 95th percentile of traffic (the “ZIA Latency Agreement”).  The ZIA Latency Agreement is only applicable to Qualified Transactions and Data Packets.  The processing of Transactions and Data Packets is measured from when the Zscaler proxy receives the Transactions and Data Packets to the point when the Zscaler proxy attempts to transmit the Transactions and Data Packets.

Failure to meet this ZIA Latency Agreement results in a Service Credit as follows:

3. ZIA Virus Capture Rate Agreement

Zscaler will capture 100% of all Known Viruses transmitted through the Transactions (the “ZIA Virus Capture Rate Agreement”).  Virus Capture Rate is calculated by dividing the Transactions with Known Viruses blocked by the total Transactions with Known Viruses received by Zscaler on behalf of Customer.

For the ZIA Virus Capture Rate Agreement to apply, Customer must utilize the SaaS in accordance with the recommended anti-virus settings on Customer’s user interface.  Customer’s systems are deemed to be infected if a Known Virus contained in a Transaction received through the SaaS has been activated within Customer’s systems, either automatically or with manual intervention.  In the event that Zscaler detects but does not stop a Known Virus, Customer agrees to cooperate with Zscaler in order to identify and delete the item.

Failure to meet the ZIA Virus Capture Rate Agreement results in a Service Credit as follows:

ZPA Service Availability Agreement

The SaaS will be available 99.999% of the total hours during every month Customer uses the SaaS (the “ZPA Service Availability Agreement”).  Excluded Applications are not factored into the Service Availability computation.

Failure to meet this ZPA Service Availability Agreement results in a Service Credit as follows:

ZDX Service Availability Agreement

The SaaS will be available 99.999% of the total hours during every month Customer uses the SaaS (the “ZDX Service Availability Agreement”).  Excluded ZDX Maintenance Window (as defined below) are not factored into this Service Availability computation.

Failure to meet this ZDX Service Availability Agreement results in a Service Credit as follows:

“Excluded ZDX Maintenance Window” means those scheduled time windows during which ZDX, including its administrative screens and reporting dashboards, are not available to be viewed or configured as posted on the Trust Portal.

Posture Control Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Posture Control Service Availability Agreement”). Excluded Posture Control Workloads (as defined below) are not factored into this Service Availability computation.

Failure to meet this Posture Control Service Availability Agreement results in a Service Credit as follows:

“Excluded Posture Control Workloads” means Workloads that are not processed because (a) Posture Control is unavailable for an hour or less, and the Customer fails to report the unavailability to Zscaler within five (5) days thereafter; (b) Posture Control is incorrectly configured by Customer or if Customer provides incorrect or inaccurate network or change information to Zscaler; (c) scheduled or routine maintenance of Posture Control where such maintenance had been notified in advance to Customer; (d) software, hardware, network, or other third-party failures that are outside the reasonable control of Zscaler.

Zscaler Deception Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Zscaler Deception Service Availability Agreement”).

Failure to meet this Zscaler Deception Service Availability Agreement results in a Service Credit as follows:

1. DNS-Based Guest WiFi Security Service Availability Agreement

The SaaS will be available to accept Customer’s outbound DNS Transactions 99.99% of the total hours during every month Customer uses the SaaS (the “DNS-Based Guest WiFi Security Service Availability Agreement”).

Failure to meet this DNS-Based Guest WiFi Security Service Availability Agreement results in a Service Credit as follows:

2. DNS-Based Guest WiFi Security Latency Agreement

Zscaler will process the content of Customer’s DNS Transactions with an average latency over a calendar month of two (2) milliseconds or less for the 95th percentile of traffic (the “DNS-Based Guest WiFi Security Latency Agreement”).  The DNS-Based Guest WiFi Security Latency Agreement is only applicable to Qualified DNS Transactions.

Failure to meet this DNS-Based Guest WiFi Security Latency Agreement results in a Service Credit as follows:

Zscaler 3rd-Party App Governance Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Zscaler 3rd-Party App Governance Service Availability Agreement”). Excluded Zscaler 3rd-Party App Governance Downtime (as defined below) is not factored into this Service Availability computation.

Failure to meet this Zscaler 3rd-Party App Governance Service Availability Agreement results in a Service Credit as follows:

“Excluded Zscaler 3rd-Party App Governance Downtime” means customer's inability to access or use the Zscaler 3rd-Party App Governance SaaS because (a) the Zscaler 3rd-Party App Governance is incorrectly configured by Customer or if Customer provides incorrect or inaccurate network or change information to Zscaler; (b) scheduled or routine maintenance of Zscaler 3rd-Party App Governance where such maintenance had been notified in advance to Customer; (c) software, hardware, network, or other third-party failures that are outside the reasonable control of Zscaler.

Zscaler Risk360 Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Risk360 Service Availability Agreement”).  Excluded Risk360 Maintenance Window (as defined below) are not factored into this Service Availability computation.

Failure to meet this Risk360 Service Availability Agreement results in a Service Credit as follows:

“Excluded Risk360 Maintenance Window” means those scheduled time windows during which Risk360, including its administrative screens and reporting dashboards, are not available to be viewed or configured as posted on the Trust Portal.

Zscaler Business Insights Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Business Insights Service Availability Agreement”). Excluded Business Insights Maintenance Windows (as defined below) are not factored into this Service Availability computation.

Failure to meet this Business Insights Service Availability Agreement results in a Service Credit as follows:

"Excluded Business Insights Maintenance Window” means those scheduled time windows during which Business Insights, including its administrative screens and reporting dashboards, is not available to be viewed or configured as posted on the Trust Portal.

Zscaler UVM Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Zscaler UVM Service Availability Agreement”). Excluded Zscaler UVM Maintenance Windows (as defined below) are not factored into this Service Availability computation.

Failure to meet this Zscaler UVM Service Availability Agreement results in a Service Credit as follows:

“Excluded Zscaler UVM Maintenance Window” means those scheduled time windows during which Zscaler UVM, including its administrative screens, reporting dashboards and API, are not available to be viewed, configured, or accessed as posted on the Trust Portal.

Data Security Posture Management (DSPM) Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Data Security Posture Management (DSPM) Service Availability Agreement”). Excluded DSPM Downtime (as defined below) is not factored into this Service Availability computation.

Failure to meet this Data Security Posture Management (DSPM) Service Availability Agreement results in a Service Credit as follows:

“Excluded DSPM Downtime” means customer’s inability to access or use the DSPM SaaS or system inability to process the customer’s target services because (a) DSPM is incorrectly configured by Customer or if Customer provides incorrect or inaccurate network or change information to Zscaler; (b) scheduled or routine maintenance of DSPM where such maintenance had been notified in advance to Customer; (c) software, hardware, network, or other third-party failures that are outside the reasonable control of Zscaler.

Zscaler Breach Predictor Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Breach Predictor Service Availability Agreement”). Excluded Breach Predictor Maintenance Window (as defined below) are not factored into this Service Availability computation.

Failure to meet this Breach Predictor Service Availability Agreement results in a Service Credit as follows:

“Excluded Breach Predictor Maintenance Window” means those scheduled time windows during which Zscaler Breach Predictor, including its administrative screens and reporting dashboards, are not available to be viewed or configured as posted on the Trust Portal.

Zscaler EASM Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Zscaler EASM Service Availability Agreement”). Excluded Zscaler EASM Maintenance Windows (as defined below) are not factored into this Service Availability computation.

Failure to meet this Zscaler EASM Service Availability Agreement results in a Service Credit as follows:

“Excluded Zscaler EASM Maintenance Windows” means those scheduled time windows during which Zscaler EASM, including its administrative screens, reporting dashboards, and API, are not available to be viewed, configured, or accessed as posted on the Trust Portal.

Zscaler Cellular (Zscaler SIM and Zscaler Cellular Edge) Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Zscaler Cellular Service Availability Agreement”). Excluded Zscaler Cellular Downtime (as defined below) and cellular network service offerings are not factored into this Service Availability computation.

Failure to meet this Zscaler Cellular Service Availability Agreement results in a Service Credit as follows:

"Excluded Zscaler Cellular Downtime" is defined as a cellular device‘s inability to access or use the Zscaler Cellular/Cellular Edge SaaS because (a) the cellular device is incorrectly configured by Customer or Customer has provided incorrect or inaccurate network information; (b) the cellular device is unable to connect to any cellular network due to lack of cellular coverage, including but not limited to local cellular provider issues; (c) Zscaler Cellular is undergoing scheduled or routine maintenance, including its administrative screens and reporting dashboards, where such maintenance had been notified in advance to Customer, as well as, where identified, maintenance windows for data values sourced from external and third parties, as shown in the Zscaler Cellular dashboard; (d) software, hardware, network, or other third-party failures occur that are outside the reasonable control of Zscaler, including any connection issues relating to the cellular network service.

Zero Trust Device Segmentation Service Availability Agreement

The device segmentation service will be available 99.999% of the total hours during every month Customer uses the service (the “Zero Trust Device Segmentation Service Availability Agreement”). Availability percentage will be computed across all devices/users that are segmented across all sites where segmentation gateways are deployed. Excluded Zero Trust Device Segmentation scope (as defined below) is not factored into this Service Availability computation.

Failure to meet this Zero Trust Device Segmentation Service Availability Agreement results in a Service Credit as follows:

“Excluded Zero Trust Device Segmentation” means devices/users that are not processed because (a) gateway is incorrectly configured by Customer or if Customer provides incorrect or inaccurate network or change information to Zscaler; (b) scheduled or routine maintenance of Device Segmentation where such maintenance had been notified in advance to Customer; (c) software, hardware, network, or other third-party failures that are outside the reasonable control of Zscaler.

Zscaler Microsegmentation Service Availability Agreement

The SaaS will be available 99.999% of the total hours during every month the customer uses the SaaS (the “Zscaler Microsegmentation Service Availability Agreement”). Excluded Zscaler Microsegmentation Maintenance Windows as defined below are not factored into this service availability computation.

Failure to meet the Zscaler Microsegmentation Service Availability Agreement results in a Service Credit as follows:

“Excluded Zscaler Microsegmentation Maintenance Window” means those scheduled time windows during which Zscaler Microsegmentation, including its administrative screens and reporting dashboards, is not available to be viewed or configured as posted on the Trust Portal.

Zscaler AEM Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month the Customer uses the AEM SaaS offering (the “Zscaler Asset Exposure Management (AEM) Service Availability Agreement”). Excluded Zscaler AEM Maintenance Windows (as defined below) are not factored into this Service Availability computation.

Failure to meet this Zscaler AEM Service Availability Agreement results in a Service Credit as follows:

“Excluded Zscaler Asset Exposure Management (AEM) Maintenance Window” means those scheduled time windows during which Zscaler AEM, including its administrative screens, reporting dashboards and API, are not available to be viewed, configured, or accessed as posted on the Trust Portal.

Zscaler Network Observability Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Network Observability Service Availability Agreement”).  Excluded Network Observability Maintenance Window (as defined below) is not factored into this Service Availability computation.

Failure to meet this Network Observability Service Availability Agreement results in a Service Credit as follows:

“Excluded Network Observability Maintenance Window” means those scheduled time windows during which Network Observability, including its administrative screens and reporting dashboards, are not available to be viewed or configured as posted on the Trust Portal.

Zscaler Zero Trust Gateway Service Availability Agreement

The Zero Trust Gateway will be available to accept Customer’s Transactions and Sessions for 99.999% of the total hours during every month Customer uses the service (the “Zero Trust Gateway Service Availability Agreement”). Service Availability is computed as a ratio of the number of Transactions and Sessions processed by Zscaler in any affected calendar month on behalf of Customer to the number of Transactions and Sessions that should have been processed. “Excluded Zero Trust Gateway Transactions and Sessions” are not factored into this Service Availability computation. 

Service Credit 

Failure to meet this Zero Trust Gateway Service Availability Agreement results in a Service Credit as follows:

“Excluded Zero Trust Gateway Transactions and Sessions” means Transactions and Sessions that are not processed due to (a) failure by Customer’s network to forward traffic to Zscaler; (b) failure by Cloud Service Provider (e.g., AWS, Azure, GCP) to forward traffic from Customer’s account to Zscaler’s service (c) failure by an intermediate ISP (other than Zscaler’s direct ISP(s)) to deliver traffic to Zscaler; (d) a Customer-implemented policy change that causes Transactions and Sessions to drop; (e) Zscaler scheduled maintenance as posted on the Trust Portal; and/or (f) local regulations which prevent Zscaler from processing traffic for workloads in certain regions.

Zero Trust Branch Service Availability Agreement

The Zero Trust Branch service will be available 99.999% of the total hours during every month Customer uses the service (the “Zero Trust Branch Service Availability Agreement”). Availability percentage will be computed across all devices/users across all sites where branch appliances are deployed. Excluded Zero Trust Branch scope (as defined below) is not factored into this Service Availability computation.

Failure to meet this Zero Trust Branch Service Availability Agreement results in a Service Credit as follows:

“Excluded Zero Trust Branch” means devices/users that are not processed because (a) appliance is incorrectly configured by Customer or if Customer provides incorrect or inaccurate network or change information to Zscaler; (b) scheduled or routine maintenance of Zero Trust Branch where such maintenance had been notified in advance to Customer; (c) software, hardware, network, or other third-party failures that are outside the reasonable control of Zscaler.

Zscaler SDK Service Availability Agreement

The SaaS will be available 99.999% of the total hours during every month Customer uses the SaaS (the “Zscaler SDK Service Availability Agreement”).  Excluded Applications are not factored into the Service Availability computation.

Failure to meet this Zscaler SDK Service Availability Agreement results in a Service Credit as follows:

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Agentic SecOps and SOC Workbench Service Availability Agreement”). Excluded Agentic SecOps and SOC Workbench Maintenance Windows (as defined below) are not factored into this Service Availability computation.

Failure to meet this Agentic SecOps and SOC Workbench Service Availability Agreement results in a Service Credit as follows:

“Excluded Agentic SecOps and SOC Workbench Maintenance Window” means those scheduled time windows during which Agentic SecOps and SOC Workbench, including its administrative screens, reporting dashboards and API, are not available to be viewed, configured, or accessed as posted on the Trust Portal.

The SaaS will be available 99.9% of the total hours during every month the customer uses the SaaS (the “Zscaler AI Scanning Platform Service Availability Agreement”). Excluded Zscaler AI Scanning Platform Downtime (as defined below) is not factored into this Service Availability computation.

Failure to meet this Zscaler AI Scanning Platform Service Availability Agreement results in a Service Credit as follows:

“Excluded Zscaler AI Scanning Platform Downtime” means customer’s inability to access or use the Zscaler AI Scanning Platform or the Zscaler AI Scanning Platform’s inability to process  Customer’s target services because (a) Zscaler AI Scanning Platform is incorrectly configured by Customer or if Customer provides incorrect or inaccurate information to Zscaler; (b) scheduled or routine maintenance of Zscaler AI Scanning Platform where such maintenance had been notified in advance to Customer; (c) software, hardware, network, or other third-party failures that are outside the reasonable control of Zscaler.

The SaaS will be available 99.9% of the total hours during every month the customer uses the SaaS (the Zscaler AI Guard Service Availability Agreement). Excluded Zscaler AI Guard Downtime (as defined below) is not factored into this Service Availability computation.
Failure to meet this Zscaler AI Guard Service Availability Agreement results in a Service Credit as follows:

“Excluded Zscaler AI Guard Downtime” means customer’s inability to access or use the Zscaler AI Guard SaaS or system inability to process the customer’s target services because (a) Zscaler AI Guard is incorrectly configured by Customer or if Customer provides incorrect or inaccurate information to Zscaler; (b) scheduled or routine maintenance of Zscaler AI Guard where such maintenance had been notified in advance to Customer; (c) software, hardware, network, or other third-party failures that are outside the reasonable control of Zscaler.

Zero Trust Browser Service Availability Agreement

The SaaS will be available 99.999% of the total hours during every month Customer uses the SaaS (the “ZT Browser Service Availability Agreement”). For purposes of this Service Availability Agreement, "ZT Browser" includes Zero Trust Cloud Browser, Zero Trust Browser Extension, and Zero Trust Enterprise Browser. ZT Browser is considered available when authorized users are able to launch ZT Browser and access web or private applications through the ZT Browser. Availability percentage will be computed across all authorized users of ZT Browser during the applicable calendar month. Excluded ZT Browser Downtime (as defined below) is not factored into the Service Availability computation.

Failure to meet this ZT Browser Service Availability Agreement results in a Service Credit as follows:

“Excluded ZT Browser Downtime” means any unavailability resulting from: 

(a) Zscaler scheduled or routine maintenance of ZT Browser where such maintenance had been notified to Customer in advance; 

(b) Customer misuse, misconfiguration, or use of unsupported versions of ZT Browser, or usage exceeding the applicable Fair Use Policy or data consumption limits; 

(c) unavailability of the ZT Browser client application running on a Customer device where Zscaler has no access to or control of the operation, configuration, or use of such client application, including when the user is running an unsupported version;

(d) issues caused by third-party services or Customer-controlled environments;

(e) unavailability caused by a dependency service (including ZIA or ZPA infrastructure), unless such unavailability renders ZT Browser unavailable as defined in the ZT Browser Service Availability Agreement above; or

(f) unavailability of web applications due to compatibility issues with the ZT Browser where the administrator, after becoming aware of such incompatibility, has not added the web application to the applicable exclusion list.

1. MDR Service Availability Agreement 

The SaaS will be available 99.9% of the total hours during every month the customer uses the SaaS (the “MDR Service Availability Agreement”). Excluded MDR Downtime (as defined below) is not factored into this Service Availability computation.

Failure to meet this MDR Service Availability Agreement (“SLA”) results in a Service Credit as follows:

“Excluded MDR Downtime” means customer’s inability to access or use the MDR or system inability to process the customer’s target services because (a) MDR is incorrectly configured by Customer or if Customer provides incorrect or inaccurate information to Zscaler; (b) scheduled or routine maintenance of MDR where such maintenance had been notified in advance to Customer; (c) software, hardware, network, or other third-party failures that are outside the reasonable control of Zscaler.

2. MDR Response Time Agreement

(a) Customer will be notified within ten (10) minutes from when a Zscaler analyst confirms a threat identified in the customer's environment (the “MDR Response Time Agreement”). This notification will be delivered using the supported method the customer has defined and configured within the customer portal.

(b) Zscaler will not be in breach of the MDR response time Agreement if customer does not receive the threat notification because of (i) an issue with customer’s connection to the internet (ii)  a problem with third-party communication applications or customer’s configuration of them; or (iii) software, hardware, network, or other third-party failures that are outside the reasonable control of Zscaler.

(c) Failure to meet the MDR Response Time Agreement results in 3 days Service Credit.

Zscaler Identity Protection Service Availability Agreement

The SaaS will be available 99.9% of the total hours during every month Customer uses the SaaS (the “Zscaler Identity Protection Service Availability Agreement”). Excluded Zscaler Identity Protection Maintenance Windows (as defined below) are not factored into this Service Availability computation.

Failure to meet this Zscaler Identity Protection Service Availability Agreement results in a Service Credit as follows:

“Excluded Zscaler Identity ProtectionMaintenance Window” means those scheduled time windows during which Zscaler Identity Protection, including its administrative screens, reporting dashboards and API, are not available to be viewed, configured, or accessed as posted on the Trust Portal.

Entitlement for Zscaler Support Services is based upon the package(s) purchased.  Standard Support is included in the Fees for the Products.  Additional Support packages may be purchased by Customer for an additional Fee.

Support requests can be made through Zscaler’s Product administrative user interfaces, online support portal, or via phone.  Support requests are logged and Zscaler will respond to the Customer according to the purchased Support package and Support Case severity (P1/ P2 / P3 / P4) as defined below:

*Offering limited to no more than 2 tenants per licensed product

For additional information related to available Support Service offerings, support case creation processes, accessing existing cases, Support Phone Numbers, and overall Support Best Practices please visit one of the following:

• Commercial Cloud Offerings: https://help.zscaler.com/contact-support
• Government Cloud Offerings: https://help.zscaler.us/contact-support
• Zscaler Support Datasheets:  https://www.zscaler.com/resources?topic=support