General Zuub SaaS SLA
Service Level Agreement (SLA)
Purpose
This SLA outlines the framework for prioritizing and resolving customer support requests, ensuring consistent and timely responses based on the criticality of reported issues.
| Priority |
Definition/ |
Examples | Zuub Action | Frequency of Updates to Client | Resolution Time Target |
| 1 - Major |
Software is totally impaired with no available workaround. |
Zuub is down, inaccessible or core features are unavailable for all or most users. |
Continuous work until resolved. |
First response within 15 minutes; once issue is resolved. |
8 hours or less |
| 2 - High |
Loss of key functionality restricting customer use, but a workaround exists. |
Major payer not working at all. Zuub is down, inaccessible or core features are unavailable for many users. |
Continuous work during business hours |
Daily during business hours. |
2 business day |
| 3 - Moderate |
The issue affects isolated components without impacting critical functions. |
Data points are missing from breakdown but available on payer sites. |
Diligent work during business hours. |
Weekly updates |
1-2 weeks |
| 4 - Minor |
Software is usable but with limitations or non-material issues. |
Loading Time |
Addressed as necessary during business hours. |
Bi-weekly updates. |
By the next scheduled release. |
| 5 - General |
No errors, includes general support requests or feature enhancements. |
Billing Concerns Feature Request General Support Update Passwords |
Support team will address immediately |
First response within 15 minutes; once issue is resolved. |
No follow up once the ticket is closed out. |
This SLA was updated 7/2/2025.