Zapier Service Level Agreement
Posted Date: June 15, 2026
Effective Date: June 15, 2026
This Zapier Service Level Agreement ("SLA") is incorporated into the Zapier Enterprise Agreement ("Agreement") or the Order Form that links to or references this SLA, and is effective as of the effective date of that Agreement or Order Form. For the avoidance of doubt, this SLA does not apply to (i) any Zapier Enterprise Agreement or Order Form that does not link to or reference it or (ii) the Zapier Terms of Service. If Customer downgrades its Zapier Account to any plan other than the one identified on the Zapier Order Form that Customer signed, this SLA will no longer apply.
1. Service Uptime. The Service will meet a Service Uptime of no less than 99.9% for the Service in a given calendar month (“Uptime Commitmentˮ). Service Uptime will be measured for each Service individually and will not be aggregated across all Services.
2. Monitoring. In connection with a Service Credit claim, Zapier will provide, upon request, reports measuring the monthly Service Uptime.
3. Service Credits. If there is a verified failure of the Service to meet Uptime Commitment in a particular month and Customer makes a request for Service Credit within 30 days after the end of such month, Customer will be entitled to a Service Credit calculated in accordance with the Service Credit Chart below. All claims will be verified against Zapier's system records. Zapier will apply each verified Service Credit to the next invoice issued to Customer, provided that Customerʼs account is fully paid up (without outstanding payment issues or disputes). Customer will receive no refund or other credit for unused Service Credits.
4. Exclusive Remedies. Service Credits constitute liquidated damages and are not a penalty. Service Credits are Customerʼs exclusive remedies, and Zapierʼs sole liability, for Zapierʼs failure to meet the Uptime Commitment.
5. Service Credit Chart
Service Uptime | Service Credit | |
Service Uptime | 99.9% or higher | None |
Credit Tier 1 | 99.0% to less than 99.9% | 5% of Monthly Fees |
Credit Tier 2 | 96.0% to less than 99.0% | 10% of Monthly Fees |
Credit Tier 3 | 90.0% to less than 96.0% | 20% of Monthly Fees |
Credit Tier 4 | Less than 90.0% | 30% of Monthly Fees |
6. Definitions. Capitalized terms not defined in this SLA have the meaning given in the Agreement; the definitions in this Section 6 control for purposes of this SLA.
(a) “Exclusionsˮ mean: (i) general Internet problems, Force Majeure events, or other factors outside of Zapierʼs reasonable control; (ii) planned downtime, routine maintenance, or reasonable emergency maintenance where Zapier, to the extent practicable, gives advance notice to Customer; (iii) third-party applications or integrations; (iv) failures due to Customerʼs error or Customerʼs use of the Service in a manner not authorized in the Agreement; and (v) any period during which Customer is in material breach of the Agreement, including any period in which Customer has failed to meet its payment obligations.
(b) “Monthly Fees” mean the total annual fees due for the affected Service divided by twelve (12).
(c) “Outageˮ means the Service is not operational such that (i) Zapier Workflows is not executing Zap workflows or (ii) Zapier Tables is not available for access and use. Outages will be determined for each Service individually and will not be aggregated across all Services.
(d) “Serviceˮ means the following Zapier products: Workflows and Tables, and excludes Beta Releases.
(e) “Service Creditˮ means a credit issued by Zapier based on the Monthly Fees due for the affected Service in such month, for use against future amounts payable under the Agreement.
(f) “Service Uptimeˮ means Service Uptime for Tables or Service Uptime for Workflows, as applicable.
(g) “Service Uptime for Tablesˮ means (total hours in a calendar month - duration of Outage impacting Tables - Exclusions duration)/(total hours in calendar month - Exclusions duration) X 100%.
(h) “Service Uptime for Workflowsˮ means (the total number of Zap workflows executed on the Service during each calendar month - Zap workflows affected by Exclusions)/(the total number of Zap workflows run on the Service during each calendar month - Zap workflows affected by Exclusions) x 100%.
