1. Overview

This Service Level Agreement ("SLA") forms part of the agreement between Zamzi Connect ("we", "us", "the Platform") and any subscriber on a paid plan ("you", "the Subscriber"). It defines the service standards we commit to and the remedies available to you if those standards are not met.

By activating a paid subscription you acknowledge and agree to the terms of this SLA alongside our Terms of Service and Privacy Policy.

2. Scope of Service

Your paid subscription includes the following:

• A verified, publicly accessible business profile page at zamzi.co.za/profile/[your-id]
• Structured data (JSON-LD) for Google and AI assistant visibility
• Inclusion in relevant category and location directory pages (e.g. /restaurants/, /stays/)
• Automated submission to Google Search Console via our discovery push system
• Access to your profile editor dashboard for updates and photo management
• Subscription management including renewal, cancellation and billing history

Zamzi Connect is a discoverability infrastructure platform. We do not guarantee any specific ranking position on Google, inclusion in AI-generated responses, or any minimum number of enquiries, clicks or bookings. Visibility outcomes depend on Google's own indexing schedule, profile completeness, market competition, and factors outside our control.

3. Uptime Commitment

We target a monthly platform availability of 99.5%, measured across all calendar days in a billing month. Availability is defined as the public profile page and dashboard being accessible and functional.

The following are excluded from downtime calculations:

• Outages caused by third-party infrastructure providers (Google Firebase, Vercel, PayFast, Cloudflare)
• Force majeure events — including but not limited to load shedding, natural disasters, civil unrest, or Acts of God
• Outages caused by the Subscriber's own actions (e.g. providing invalid content that triggers moderation)
• Scheduled maintenance windows, which will be communicated via email no less than 24 hours in advance

4. Support

Support is available via email and WhatsApp. Click the button below to access contact details. We ask that all support requests include your registered email address and your profile URL.

Support is provided in English during South African business hours: Monday to Friday, 08:00–18:00 SAST, excluding South African public holidays.

Response Time Targets

We aim to respond within the following timeframes after a support request is received:

5. Service Credits

If we fail to meet the 99.5% monthly uptime commitment and the cause is within our reasonable control, you are entitled to a service credit. Credits are calculated as follows:

Credit formula: (Total verified downtime minutes ÷ total minutes in that billing month) × your monthly subscription amount, capped at 25% of your monthly fee.

For example:

• Monthly subscriber paying R1,000. Verified downtime of 400 minutes in a 30-day month (43,200 minutes total). Credit = (400 ÷ 43,200) × R1,000 = R9.26.
• Annual subscriber is credited at the monthly equivalent rate (R10,000 ÷ 12 = R833.33/month) for the affected month only.

Credits are applied to your next billing period. Credits are not redeemable as cash and are non-transferable. To claim a credit, contact support within 14 days of the incident, providing the date, time and duration of the disruption you experienced.

If the platform fails to meet the uptime commitment for two or more consecutive calendar months, you may cancel your subscription without penalty and receive a pro-rata credit for unused paid days.

6. Subscriber Responsibilities

To receive the full benefit of this SLA, Subscribers agree to:

• Provide accurate, complete and lawful profile content — incomplete profiles limit discoverability and are not considered a platform failure
• Maintain valid payment details to avoid subscription lapse
• Report suspected issues promptly via the support channels above
• Not use the platform to publish misleading, fraudulent or infringing content

7. Cancellation

• Monthly subscribers may cancel at any time. Access continues until the end of the current billing period. No refund is issued for the current month.
• Annual subscribers may cancel at any time. Access continues until the end of the paid annual period. No partial refunds are issued except where Zamzi Connect has persistently breached the uptime commitment as described in Section 5.
• On cancellation, your profile is unpublished and removed from directory pages. Your account data is retained for 30 days before permanent deletion, unless you request immediate deletion.

8. Limitation of Liability

Zamzi Connect's total liability under this SLA in any calendar month shall not exceed the subscription fee paid by the Subscriber for that month. We are not liable for indirect losses, lost revenue, lost bookings, or reputational damage arising from platform unavailability.

9. Changes to This SLA

We may update this SLA from time to time. Where changes reduce your entitlements, we will notify you via your registered email address at least 14 days before the changes take effect. Your continued use of the platform after that date constitutes acceptance of the revised SLA.

10. Governing Law

This SLA is governed by the laws of the Republic of South Africa, including the Consumer Protection Act 68 of 2008, the Protection of Personal Information Act 4 of 2013 (POPIA), and the Electronic Communications and Transactions Act 25 of 2002.

11. Contact & Dispute Resolution

If you believe this SLA has been breached, contact support using the button above with full details of the incident. We will acknowledge your claim within 2 business days. If a dispute cannot be resolved informally, both parties agree to attempt mediation before pursuing legal proceedings.