Last updated: August 2026
1.Chapter I: General Provisions
Article (1) Scope
This Service Level Agreement ("Agreement") sets out the obligations of Zyntra Digital ("the Company") with respect to the availability of the ZynDesk platform ("the Platform") and technical support response levels, and supplements the Terms and Conditions, forming an integral part thereof. The uptime commitment set out in Chapter II applies to all paid plans; the Service Credits provisions set out in Chapter IV apply exclusively to Elite Plan subscribers.
Article (2) Definitions
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"Downtime Minutes": any minute during which the core functions of the Platform (login, client management, tax deadlines) are unavailable to an authorized User, excluding Scheduled Maintenance.
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"Monthly Uptime Percentage": the percentage calculated in accordance with the formula set out in Article (3).
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"Scheduled Maintenance": any planned outage for which the Company has given Users advance notice in accordance with Article (5).
2.Chapter II: Uptime Commitment
Article (3) Target Uptime Percentage
The Company shall use its reasonable commercial efforts to achieve a monthly uptime percentage of no less than 99.5% for the core functions of the Platform, calculated as follows:
Uptime Percentage = (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month × 100
Excluded from the calculation of Downtime Minutes: Scheduled Maintenance; events outside the Company's reasonable control (Force Majeure as defined in Article (18) of the Terms and Conditions); and outages caused by the User or a third party not under the Company's control, such as the User's own internet service provider.
Article (3 bis) Specific Exclusions Relating to Third-Party Infrastructure
In particular, the Company shall bear no liability for any interruption or failure caused wholly or partly by: failures of cloud service providers used to operate the Platform (including hosting and database services listed in the Sub-processor Schedule of the Data Processing Agreement); interruption or degradation of internet networks or telecommunications providers; failure of any third-party service or integration relied upon by the Platform or used by the User alongside it; large-scale cyberattacks (including Distributed Denial of Service (DDoS) attacks) targeting the infrastructure providers themselves; or any failure in infrastructure or services not under the Company's direct operational control. The Company shall nevertheless use its reasonable commercial efforts to mitigate the impact of such events on Users where technically practicable.
Article (4) Uptime Monitoring
The Company shall monitor Platform availability on a continuous basis using automated monitoring tools, and shall maintain a historical uptime log for a minimum of 12 months, which the User may inspect upon written request.
3.Chapter III: Scheduled Maintenance
Article (5) Maintenance Notice
The Company shall give Users at least 48 hours' advance notice of any Scheduled Maintenance expected to affect Platform availability, via email or an in-dashboard notification, and shall endeavor to schedule maintenance outside peak hours (outside 9:00 AM – 6:00 PM Cairo time, Sunday to Thursday) where practicable.
Article (6) Emergency Maintenance
The Company may carry out emergency maintenance without advance notice where there is an imminent security threat to the integrity of the Platform or User data, and shall notify Users as soon as reasonably practicable thereafter.
4.Chapter IV: Service Credits (Elite Plan Subscribers Only)
Article (7) Credit Schedule
If the Monthly Uptime Percentage falls below the target set out in Article (3), an Elite Plan subscriber shall be entitled to a Service Credit calculated as a percentage of the subscription fee for the affected month, in accordance with the following schedule:
| Actual Uptime Percentage | Service Credit |
|---|---|
| 99.0% – below 99.5% | 5% |
| 95.0% – below 99.0% | 10% |
| 90.0% – below 95.0% | 20% |
| Below 90.0% | 30% |
Article (8) Nature of Credits
Service Credits shall be applied as a deduction against the next subscription invoice and shall not be redeemable for cash. Service Credits constitute the User's sole and exclusive remedy for any breach of the uptime commitment set out in this Agreement, without prejudice to any other rights expressly provided for in the Terms and Conditions.
Article (9) Claims Procedure
The User must submit a Service Credit claim in writing to info@zyndesk.app within 30 days of the end of the affected month, including details of the alleged downtime periods where available. The Company shall respond to the claim within 10 business days.
5.Chapter V: Technical Support Response Levels
Article (10) Severity Classification and Response Times
The response times set out in the table below represent Target Objectives by which the Company is guided in providing technical support on a best commercial efforts basis. They do not constitute an absolute contractual guarantee of achievement in every case, and exceeding them does not automatically entitle the User to any compensation or Service Credit, which remains available solely in respect of Monthly Uptime Percentage shortfalls under Chapter IV.
| Severity Level | Description | Essential | Professional | Elite |
|---|---|---|---|---|
| Critical | Complete Platform outage or data loss | 8 business hours | 4 business hours | 1 hour (24/7) |
| High | Core function failure without complete outage | 24 business hours | 8 business hours | 4 hours (24/7) |
| Medium | Partial fault not blocking core operations | 3 business days | 24 business hours | 8 business hours |
| Low | Enquiry or enhancement request | 5 business days | 3 business days | 24 business hours |
Article (11) Support Channels
Technical support is provided via support@zyndesk.app for all plans, with a direct phone and WhatsApp support line added for Elite Plan subscribers on a 24/7 basis.
6.Chapter VI: Final Provisions
Article (12) Relationship to the Terms and Conditions
This Agreement shall be read together with the Terms and Conditions. In the event of any conflict between them specifically with respect to Platform availability, this Agreement shall prevail.
Article (13) Amendments
The Company reserves the right to amend the target uptime percentages or the Service Credit schedule, provided that Users are given at least 30 days' advance notice of any material amendment before it takes effect, in accordance with the mechanism set out in the Terms and Conditions.