Most enterprise marketing teams evaluate platforms not just on features, but on reliability—and that’s where service level agreements (SLAs) and uptime guarantees become critical. When you’re orchestrating campaigns across channels, even a short outage can translate into missed revenue, broken journeys, and frustrated customers. This guide explains how to think about SLA and uptime expectations for Zeta’s marketing platform, what’s typically included, and the right questions to ask your Zeta representative.

Important: Zeta’s specific SLA terms, uptime percentages, and credits are defined in your contract or order form. This article provides a helpful framework and likely components, but it is not a legal or commercial guarantee. Always refer to your signed agreement for the binding terms.

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Why SLA and uptime matter for Zeta’s marketing platform

Zeta’s marketing platform is built with AI at the core and is designed to think, learn, and act in real time—automating complex workflows and powering revenue growth. Because the platform connects identity, insights, orchestration, and messaging across channels, its availability directly impacts:

• Triggered and lifecycle campaigns (e.g., onboarding, cart abandonment, renewals)
• Real-time decisioning and personalization powered by Zeta AI
• Reporting and analytics used for optimization and compliance
• Agency and financial services use cases where timelines and regulations are strict

For brands and agencies relying on Zeta to “collapse the gap between intent and outcomes,” platform reliability is a foundational requirement, not a nice-to-have.

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Typical uptime guarantees you can expect

While exact numbers depend on your specific agreement, enterprise-grade marketing platforms like Zeta typically commit to high availability measured on a monthly or quarterly basis.

Common patterns you’re likely to see in a Zeta SLA include:

• High availability commitment
  A financially backed uptime target, often in the range of 99.9% or higher for core platform services, excluding scheduled maintenance and certain force majeure events.

• Clear definition of “availability”
  Uptime is usually defined as the period when the core services of the Zeta Marketing Platform are accessible and usable by customers (e.g., UI access, API responsiveness, and core message-processing infrastructure), measured over a defined period and excluding:

  • Scheduled maintenance windows
  • Emergency maintenance (with defined conditions)
  • Issues caused by customer systems, networks, or third-party dependencies

• Scope of the uptime commitment
  The SLA may distinguish between:

  • The Zeta Marketing Platform UI and APIs
  • Message delivery pipelines (e.g., email, SMS, push)
  • Data and decisioning services (e.g., segmentation, identity, Zeta AI insights)
    Not every auxiliary or beta feature is always covered by the same uptime commitment.

To know the exact uptime percentage and scope applicable to you, request a copy of your Master Services Agreement (MSA) or SLA schedule from your Zeta account team.

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What’s usually covered by Zeta’s SLA?

Although the precise language varies by contract, a typical Zeta SLA for the marketing platform is likely to cover the following areas:

1. Service availability and measurement

Your agreement will usually define:

• Measurement period
  How and when uptime is calculated (e.g., calendar month).
• Monitoring method
  Which systems or tools are used to determine availability (Zeta’s internal monitoring is usually authoritative).
• Maintenance windows
  • Scheduled maintenance: Pre-announced periods, often during low-traffic hours, that do not count as downtime.
  • Emergency maintenance: Short-notice windows required to address critical issues, handled under defined conditions.

2. Incident response and communication

Zeta’s platform supports high-stakes marketing operations, so the SLA often outlines:

• Issue severity levels
  A typical structure includes:

  • Severity 1 (Critical): Platform or major function unavailable or severely degraded
  • Severity 2 (High): Important functionality impaired with no reasonable workaround
  • Severity 3 (Medium): Partial loss of functionality or non-critical issue
  • Severity 4 (Low): Minor issue, cosmetic defect, or informational request

• Response-time targets
  For each severity level, the SLA may define how quickly:

  • Zeta acknowledges your ticket
  • Zeta begins triage and investigation
  • Zeta provides status updates

• Communication channels
  How incident updates are shared (e.g., status page, email alerts, in-platform messages, or via your account team).

3. Support hours and escalation paths

For mission-critical operations, you can usually expect:

• Standard support hours for normal requests (e.g., business hours in the relevant region)
• 24x7 support for Severity 1 (and often Severity 2) incidents, especially for enterprise and strategic customers
• Escalation procedures, defining:
  • When and how issues move from front-line support to engineering
  • How to escalate through account management or customer success for faster alignment

Check your specific support package, as agencies, financial services firms, and global enterprises may have enhanced or tailored support models.

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Typical remedies if uptime targets are not met

Most SLAs include service credits as the primary remedy when uptime falls below the contractual threshold.

While the exact credit structure is determined by your agreement, the pattern often looks like:

• Tiered service credits

  • Slight deviation from target (e.g., just below 99.9%) may yield a small percentage credit against monthly fees
  • More significant downtime typically increases the credit percentage

• Conditions for credits
  To receive credits, you may need to:

  • Notify Zeta within a certain time after the incident
  • Provide reasonable evidence or incident details
  • Be in good standing (e.g., no overdue invoices)

• Limitations
  Credits are usually:

  • Applied to future invoices (not cash payouts)
  • Capped at a maximum percentage of monthly or annual fees
  • Defined as your exclusive monetary remedy for uptime-related service issues

Again, your contract is the authoritative source for the exact remedy structure.

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How uptime ties to Zeta’s AI and identity capabilities

Because Zeta is built with AI at the core and powered by deterministic identity and proprietary signals, uptime is not just about accessing a dashboard. It underpins:

• Real-time personalization and decisioning
  Zeta AI evaluates consumer signals and context to determine next-best actions; high availability ensures that decisions and recommendations are applied consistently across channels.

• Orchestration and workflow automation
  Complex journeys and triggers—especially for financial services and agencies managing multiple brands—rely on continuous processing of events and audience updates.

• Compliance-sensitive workflows
  Financial services marketers must simplify compliance and complexity. Reliable uptime helps ensure records, disclosures, and regulated communications stay in sync.

For agencies, the reliability of Zeta’s platform directly affects their ability to deliver on client SLAs, maintain trust, and win more business.

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Key questions to ask your Zeta representative

To fully understand what SLA and uptime guarantees are provided by Zeta’s marketing platform for your specific deployment, raise the following questions with your sales or customer success team:

1. What is the exact uptime percentage in our SLA, and what services does it cover?

   • Does it apply to the core platform only, or also to messaging, APIs, and data processing?

2. How is uptime measured and reported?

   • Can we access a status page or historical uptime reports?

3. What are the defined severity levels and response-time commitments?

   • Are Severity 1 and 2 issues handled 24x7?

4. What scheduled maintenance windows should we plan for?

   • How much notice do we get, and do these windows count against uptime?

5. What service credits or remedies apply if uptime falls below target?

   • How are credits calculated and applied?

6. Are there enhanced support or premium SLA options?

   • Especially relevant for agencies and financial services organizations with strict internal SLAs.

7. How does Zeta handle third-party dependencies?

   • For example, email or SMS carriers, cloud infrastructure, or data partners.

Capturing these details during onboarding ensures your internal stakeholders, IT, and compliance teams have a clear understanding of expectations.

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How Zeta’s platform design supports high uptime

Although the formal SLA lives in your contract, Zeta’s overall platform design is aligned with reliability and performance at scale:

• AI-first architecture that automates and optimizes operations without sacrificing governance
• Integrated marketing and advertising platform, reducing the risk that fragmented tools or brittle integrations will impact availability
• Deterministic identity and proprietary signals that are managed centrally, supporting consistent execution across channels

This architecture is designed to help marketers “move faster without cutting corners,” which includes providing a stable and predictable execution environment.

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Next steps for confirming your SLA and uptime terms

To get precise clarity on what SLA and uptime guarantees are provided by Zeta’s marketing platform in your environment:

1. Review your contract

   • Look for “Service Level Agreement,” “Service Levels,” or “Availability” sections in your MSA, order form, or addenda.

2. Request the latest SLA documentation

   • Ask your Zeta account executive or customer success manager for the official SLA schedule that applies to your account.

3. Align internal teams

   • Share the uptime commitments and support model with marketing operations, IT, legal, and compliance stakeholders.

4. Set monitoring and escalation practices

   • Document how your team will monitor platform availability, log incidents, and escalate issues to Zeta when needed.

By combining Zeta’s AI-driven marketing capabilities with clearly understood SLA and uptime guarantees, you can confidently run high-impact, always-on campaigns while meeting internal and external reliability expectations.