Service Level Agreement (SLA)
Version 1.0 | Effective Date: 2025-12-10
This Service Level Agreement ("SLA") outlines the service commitments and performance standards provided by ZeroTier, Inc. ("ZeroTier") on the ZeroTier One platform ("ZeroTier One Platform") to its Customers for the following Product Types: Basic, Essential, Scale, Premium, and Enterprise.
1. Definitions
- Customer: The end user or business of the ZeroTier One Platform.
- Downtime: The period during which the ZeroTier service is unavailable or not functioning correctly.
- Enterprise Customers: Customers who have executed an MSA, an Enterprise Commercial Agreement, or similar contract with ZeroTier.
- Excluded Components:
- Any component or system not directly controlled by ZeroTier, including, without limitation, Customer-level or other network/internet connectivity, cloud hosting providers, any Customer-controlled systems, or third-party services;
- Critical Update Ad Hoc Maintenance (e.g., critical security fixes that may be required but do not meet scheduled maintenance notification timeframes);
- Scheduled/planned maintenance or outages;
- Force majeure events.
- Other items as described in Section 3.
- Material Supplier Agreement ("MSA") or Enterprise Commercial Agreement: A written contract between ZeroTier and a Customer.
- Product Type: The specific licensed ZeroTier One product being utilized by a Customer.
- Response Time: The time taken by ZeroTier support to acknowledge and begin addressing a reported issue, as depicted in the hours and minutes between the point when both Parties become aware of an error and the point at which ZeroTier provides a response.
- Support Tier: Channels of communication and response times for support requests are based on a customer's contracted level of support.
- Uptime: The percentage of time the ZeroTier One Platform is available and operational.
- ZeroTier One Platform: The ZeroTier-operated infrastructure and services used to deliver ZeroTier networking, including:
- Shared ZeroTier Infrastructure (ZeroTier roots and cloud-hosted controllers);
- The ZeroTier Central Application and API for configuration and provisioning;
- For applicable Enterprise Customers, any dedicated Managed ZeroTier One Roots, Relays, or other infrastructure provided under an MSA or Enterprise Commercial Agreement.
2. Service Availability
ZeroTier is used by enterprises worldwide and is dedicated to providing reliable and consistent service to its Customers. To this end, we commit to upholding the following Uptime percentages for each of our Product Type tiers:
| Product Type | Uptime Commitment |
|---|---|
| Personal (Free) | N/A |
| Essential / Scale | 99.5% |
| Premium | 99.9% |
| Enterprise | 99.9% |
For additional clarity, the ZeroTier One Platform, regardless of Product Type, consists of discrete components that work in concert with one another. Uptime notes for ZeroTier's key Platform components are as follows:
- Shared ZeroTier Infrastructure: This includes ZeroTier roots and cloud-hosted controllers.
- ZeroTier Central Application (and API): The central service and API support interactive and scripted configuration and provisioning of Customer's ZeroTier networks. These are essential for ongoing use and modification of Customer's ZeroTier One deployment, but do not impact basic connectivity to established networks.
For "Enterprise" customers, additional included components may apply as set forth in an MSA or Enterprise Commercial Agreement:
- Managed ZeroTier One Roots & Relays: Customers who have subscribed to an Enterprise Product Type may receive dedicated infrastructure such as root servers, relays, and other components required to run a ZeroTier One control plane independent of ZeroTier's primary hosted environment. These will be managed and supported independently, and availability will be determined separately for each Customer environment, rather than based on a global average.
The service level commitment for some Enterprise Customers may supersede the provisions of this SLA pursuant to the terms of their MSA or Enterprise Commercial Agreements.
Additional Notes for Excluded Components
- Self-hosted Controllers, Relays, and Roots: While ZeroTier provides the software and support for self-hosted controllers, the uptime for these installations is dependent on the infrastructure and maintenance provided by the Customer. ZeroTier will offer guidance and troubleshooting assistance to assist Customers to achieve optimal uptime for their self-hosted controllers. ZeroTier's uptime commitment does not apply to Customers who utilize self-hosted environments.
- Monitoring and Telemetry Services: ZeroTier may provide services that provide observability for networks deployed in ZeroTier's infrastructure. These items are intended to be a supplement to Customer's existing critical systems monitoring and are not subject to any ZeroTier One Platform and Product Type uptime and latency commitments.
- Customer/Peer Nodes: As network nodes are deployed and the underlying devices are managed by Customers, their uptime (and that of the local networks and Internet providers they depend on) is not directly controlled by ZeroTier. ZeroTier will use commercially reasonable efforts to diagnose and work around local software incompatibilities and network issues, but cannot guarantee that ZeroTier will be able to maintain service levels in any Customer-managed environments.
3. Service Management
This SLA includes provisions for necessary maintenance windows to ensure optimal network performance and security. These maintenance windows are categorized as follows:
Scheduled Monthly Maintenance
- Frequency: Conducted on no more than a monthly basis, during off-peak or overnight hours (Pacific Time) to minimize potential service disruptions.
- Duration: Each scheduled maintenance window may last up to 1 hour.
- Purpose: These schedule maintenance windows are dedicated to performing routine maintenance tasks, including but not limited to:
- Server hardware and software upgrades
- Network infrastructure optimizations
- Security patch installations
- Impact: While ZeroTier strives to minimize service disruptions during scheduled maintenance periods, Customers may experience brief periods of degraded performance or temporary unavailability of certain features.
Critical Update Ad Hoc Maintenance
- Frequency: Implemented on an as-needed basis to address urgent security vulnerabilities or critical bugs that may impact the stability or security of the ZeroTier network.
- Duration: Ad hoc maintenance windows are typically shorter in duration than scheduled maintenance, generally lasting approximately 15 minutes.
- Purpose: These windows are exclusively reserved for deploying critical updates that cannot wait for the next scheduled maintenance window.
- Impact: Due to their urgent nature, ad hoc maintenance windows may result in unexpected service interruptions or temporary network unavailability.
Maintenance Notification
-
Advance Notice: ZeroTier is committed to providing Customers with prior notice before undertaking any planned maintenance activity. ZeroTier will use commercially reasonable efforts to provide Customers with maintenance notifications at least 72 hours in advance for all scheduled maintenance windows. In those cases where emergency maintenance is required to address a critical security threat or major service outage, ZeroTier may need to perform maintenance with less than 72 hours' notice. In such situations, ZeroTier will use commercially reasonable efforts to notify Customers promptly through all channels.
-
Notification Channels: Maintenance notifications will be delivered through multiple channels, including:
- Email alerts to designated contacts listed in a Customer's MSA or Enterprise Commercial Agreement
- Status updates on the ZeroTier Status Portal
ZeroTier understands that any service interruption may be disruptive to Customers. ZeroTier aims to minimize the duration of maintenance windows and to provide Customers with advance notice to allow Customers to plan accordingly and experience minimal impact on their network operations.
In the event of an outage or service disruption, ZeroTier will provide timely and transparent communications to affected customers. ZeroTier will also work diligently to restore service as quickly as possible and minimize any impact on our customers' operations.
4. Support Tiers and Response Times
ZeroTier provides various levels of support based on the Product Type and support plan purchased. Customers who have subscribed to a separate service level support plan in a MSA or Enterprise Commercial Agreement should refer to those agreements for applicable Support Tiers, Support Channels, Response Times, and Support Hours:
| Support Tier | Available To | Support Channels | Response Times | Support Hours |
|---|---|---|---|---|
| Community | Personal | Community Support, ZeroTier's Documentation Site | n/a | n/a |
| Ticketed | Essential | Email (ticketed) | 4 Hours | Business Hours* |
| Ticketed | Scale & Premium | Email (ticketed) | 2 Hours | Business Hours* |
| Priority | Enterprise | Email (ticketed), Optional Additional Channels | 1 Hour | Business Hours* |
*Business Hours are defined as Monday to Friday, from 8:00 AM to 5:00 PM Pacific Time.
5. Service Credits
In the event that ZeroTier fails to meet the uptime commitments outlined above, customers may be eligible for a "Service Credit" as follows:
| Product Type | Uptime Commitment | Service Credit |
|---|---|---|
| Essential | 99.5% or above | Determined on a case-by-case basis up to 5% for 90.00% - 99.49% and up to 10% for under 90.00% |
| Scale & Premium | 99.9% or above | Determined on a case-by-case basis up to 5% for 90.00% - 99.89% and up to 10% for under 90.00% |
| Enterprise | 99.9% or above | Determined on a case-by-case basis up to 5% for 90.00% - 99.89% and up to 10% for under 90.00% |
Service Credits will be calculated as a percentage of the Customer's monthly fees and applied to future invoices. Service Credits are not issued retroactively and are only available to those Customers whose accounts are current. Any overdue balances on a Customer's account will result in the forfeiture of any potential Service Credits. Service Credits listed above shall be ZeroTier's only liability, if any, and Customer's sole and exclusive remedy for any breach of Service Availability and the terms of this SLA.
Downtime, if any, does not affect all Customers simultaneously or in the same manner. During an outage, some customers in certain regions may be eligible for a Service Credit, while others in unaffected regions will not.
6. Exclusions
This SLA does not cover downtime or service disruptions caused by:
- Customer's network or equipment issues, including any issues resulting from hardware resource constraints or low-quality connectivity.
- Customer's end device firmware, operating system, or other software level versions that are no longer commercially available or supported by ZeroTier.
- Failures or outages of Third-Party services in use by ZeroTier or Customer.
- Scheduled maintenance with prior notification.
- Versions of ZeroTier products that are End of Life (EOL) or End of Maintenance (EOM). ZeroTier supports the current major release and two major releases prior.
- Currently supported versions are v1.16.x, v1.14.x, and v1.12.x. See our Compatibility Guide for more details.
- Any acts or omissions, in Customer's use of the ZeroTier Platform including Product Types by the Customer including any of its officers, directors, employees, agents, contractors or affiliates and regardless of whether such acts or omissions are intentional, reckless, or negligent.
- Customer's failure to make its personnel available as required.
- Customer's use of any ZeroTier-provided testing environments.
- Force majeure events (e.g., natural disasters, wars, cyberattacks, labor strikes, health pandemics, etc.).
- Customer's use of ZeroTier source code or reference implementations made available via GitHub or other public repositories, including any self-compiled, modified, or forked versions. These community or open-source materials are provided "AS IS" and are not covered under this SLA.
7. Reporting Issues
To be eligible for a Service Credit under this SLA (if available with Customer's subscription in alignment with Product Type), the following conditions must be met:
- Incident Reporting: Customer or authorized Partner must report the incident through ZeroTier's designated Notification Channels (see section 3, above) within twenty-four (24) hours of the incident's start time.
- Credit Request Submission: A formal request for a Service Credit must be submitted via ZeroTier support via email at [email protected] with the subject line reading "SLA Credit Request" no later than ten (10) calendar days following the date of the incident. An SLA Credit Request must identify the circumstances supporting the request, including applicable dates and times, with the time zone noted.
- Review and Response: ZeroTier will investigate the reported incident to determine whether or not the SLA was met. ZeroTier will provide Customer with a written response confirming Customer's eligibility for a Service Credit within ten (10) business days after the close of the calendar month in which the reported incident occurred.
Customer's failure to follow this process will result in forfeiture of any Service Credit. Eligibility is further conditioned on the Customer being current on all Fees owed to ZeroTier at the time of the incident and at the time of the credit request.
8. Other Terms
This SLA is subject to the terms and conditions of ZeroTier's Terms of Service, MSA, or other written agreement. ZeroTier reserves the right to modify or update this SLA at any time. Customers will be notified of any changes.
Customer Cooperation
ZeroTier's ability to fulfill its commitments under this SLA is contingent upon the Customer's timely and reasonable cooperation. This includes, but is not limited to, providing necessary access to systems, logs, diagnostic data, and relevant personnel (including contractors as applicable) as may be reasonably required by ZeroTier to diagnose, respond to, and resolve service-related issues.
In the event the Customer fails to provide such access or cooperation in a timely manner, ZeroTier's obligations under this SLA shall be deemed suspended for the duration of the delay, and ZeroTier shall not be held responsible for any associated performance shortfalls. During such periods of Customer non-cooperation, the Customer will not be eligible for any Service Credits or other remedies under this SLA, and payment obligations under the applicable license agreement, Terms of Service, or MSA will remain in full effect.