ZEUS AI LTD (formerly OpenFI Ltd)
Last Updated: June 2026
At ZEUS AI LTD ("Zeus", "we", "our" or "us"), we are committed to providing reliable, responsive, and high-quality support. This Service Level Agreement (“SLA”) sets out the standards you can expect from us, including our response and resolution targets, uptime commitment, maintenance practices, and the scope of our service obligations.
This SLA forms part of your agreement with Zeus AI Ltd and should be read alongside our Terms and Conditions, Privacy Policy, and any applicable Service Agreement.
Zeus provides support during the following hours:
Monday to Friday, 09:00–17:00 UK time
Excludes UK public and national holidays
Outside of business hours, Zeus maintains documented incident management and disaster recovery procedures. Critical incidents are prioritised and managed through to resolution. Daily encrypted backups of critical data are maintained, and reasonable updates will be provided to affected clients during material service disruptions.
All support requests should be submitted by email. For High / Critical issues, where the platform is fully unavailable or a serious incident is in progress, you may also contact us by phone. Response times are set out in Section 3.
Severity | Description | How to Contact Us |
|---|---|---|
Low | Minor issue; no significant impact on operations. Examples: how-to queries, cosmetic UI issues, documentation or configuration questions. | Support Email |
Medium | Significant degradation; core features still accessible but limited. Examples: reports not generating, delays in data syncing, partial outages in non-critical modules. | Support Email or Account Manager |
High / Critical | Full outage or failure of essential features with no available workaround. Examples: platform inaccessible, core AI or WhatsApp services non-functional, data loss or security incident. | Account Manager or Priority Support Phone
|
The following are outside the scope of this SLA and are not subject to the response or resolution targets set out herein:
Requests for new features, functionality, or product enhancements;
Bespoke development, custom integrations, or consulting services;
User training, onboarding, or implementation services unless expressly agreed in writing;
Issues arising from third-party systems, software, or services outside Zeus’s reasonable control;
Issues caused by Client-side configurations, networks, devices, or internet connectivity;
Issues resulting from unauthorised modifications, misuse, or operation of the Services contrary to Zeus’s documentation or instructions.
The targets below apply once a support request has been received during business hours. All workaround and resolution targets are best-effort targets, not guarantees, and may vary depending on the nature and complexity of the issue, third-party dependencies, and factors outside Zeus’s reasonable control. Response and resolution targets commence once Zeus has acknowledged receipt of the support request. Support requests received outside Business Hours shall be deemed received at the commencement of the next Business Day.
Severity | Initial Response | Resolution Target |
|---|---|---|
Low | 48 business hours | Best efforts; typically 10 business days |
Medium | Same business day | Best efforts; typically 5 business days |
High / Critical | 4 business hours | Best efforts; typically 1 business day |
To enable Zeus to provide effective support, the Client shall:
Provide all information reasonably requested by Zeus for the investigation and resolution of an issue;
Maintain supported browser versions and compatible operating environments;
Nominate an appropriate primary contact for support communications;
Cooperate reasonably with troubleshooting and testing activities;
Promptly validate and confirm whether proposed fixes have resolved the issue.
Failure to comply with the above may impact Zeus’s ability to meet the response and resolution targets set out in this SLA.
Zeus targets 99.5% monthly uptime for its core platform. Uptime is monitored continuously and calculated monthly. Uptime measurements shall be determined using Zeus's internal monitoring, logging, and reporting systems.
Downtime is defined as a period during which the Zeus platform is completely unavailable to all users. The following are excluded from downtime calculations:
Scheduled or emergency maintenance (see Section 5)
Outages attributable to third-party infrastructure or service providers, including but not limited to AWS, OpenAI, Meta / WhatsApp, email delivery providers, and CRM or other integration partners
Failures of telecommunications networks, internet connectivity, or DNS services outside Zeus’s control
Acts or omissions of the Client, its users, agents, or contractors, including misconfiguration of Client-side systems or integrations
Force majeure events, including natural disasters, pandemic, war, civil disorder, strikes, or governmental action
Partial degradation where core platform features remain accessible
Uptime is calculated as: Uptime % = ((Total minutes in month – Downtime minutes) ÷ Total minutes in month) × 100
If Zeus fails to meet the 99.5% monthly uptime commitment (after applying the exclusions above), clients may be eligible for service credits
99.0% - 99.49% monthly uptime: 5% service credit of affected invoice
Below 99.0% monthly uptime: 15% service credit of affected invoice
Service credits:
Must be requested within 30 days of the relevant incident;
Shall be applied as a credit against future invoices and may not be redeemed for cash;
Shall not exceed the fees paid by the Client for the affected month;
Are subject to verification by Zeus;
To request a service credit, email contact@get-zeus.com with the subject line "SLA Credit Request", including the dates and times of the incident and a description of the impact experienced.
Service credits constitute the Client's sole and exclusive remedy for downtime, degraded performance, or any other failure to meet the service levels set out in this SLA. This Clause 4.2 governs remedies for downtime and service level failures only, and does not limit or exclude any right or remedy available to the Client under Clause 12 (Limitation of Liability) of the Terms and Conditions in respect of any other breach of the Agreement.
Zeus supports the current stable release of these browsers: Google Chrome, Mozilla Firefox, Microsoft Edge, Safari.
Zeus may perform scheduled maintenance, updates, or improvements to the platform from time to time:
Where reasonably practicable, Zeus will provide a minimum of 48 hours’ advance notice for maintenance expected to materially impact service availability
Notice will ordinarily be given by email to the primary contact on your account
Emergency maintenance required to protect the security or stability of the platform may be carried out without prior notice; Zeus will notify the Client as soon as reasonably practicable thereafter
Scheduled and emergency maintenance windows are excluded from uptime calculations and do not constitute downtime for the purposes of service credit eligibility
Zeus will endeavour to schedule maintenance outside of peak business hours where possible.
Zeus's platform relies on third-party infrastructure and service providers, including (without limitation) cloud hosting, AI model, and messaging platform providers. A current list of subprocessors is maintained in our Privacy Policy at www.get-zeus.com/privacy-policy and is available on request.
Where a third-party provider publishes their own SLA, that SLA will govern in respect of disruptions attributable to that provider. Zeus will use reasonable endeavours to communicate relevant third-party incidents to affected clients in a timely manner.
AWS infrastructure SLA: https://aws.amazon.com/legal/service-level-agreements/
Zeus maintains appropriate technical and organisational measures designed to protect Client data and the security of the Services.
In the event of a confirmed personal data breach affecting Client personal data, Zeus will notify the Client without undue delay and in accordance with applicable data protection laws. Zeus will provide reasonable information available at the time regarding the nature of the breach, its potential impact, and any remediation measures being undertaken.
In the event of a material security incident affecting the Services, Zeus will use reasonable endeavours to notify affected Clients in a timely manner and provide relevant information reasonably available at the time regarding the nature of the incident, its potential impact, and any remediation measures being undertaken.
Full data protection obligations are set out in our GDPR documentation.
If you have a complaint about the services received, please contact us:
By email: contact@get-zeus.com
In writing: Zeus AI Ltd, 71–75 Shelton Street, Covent Garden, London, England, WC2H 9JQ
We value all feedback and use it to improve our products and services.
This SLA is subject to Zeus’s Terms and Conditions. In the event of any conflict between this SLA and the Terms and Conditions, the Terms and Conditions shall prevail. Zeus reserves the right to update this SLA from time to time; updated versions will be published at www.get-zeus.com/service-level-agreement.
This SLA is governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising under or in connection with this SLA.