Service Level Agreements (SLAs)

METER Group commits to offering Service Level Agreements (SLAs) for all paid, generally available subscription services.

ZENTRA Cloud Service Level Agreement (SLA) 

Last Updated: June 11, 2026 

1. Service Availability 

Provider guarantees 96.5% monthly Availability, calculated as (Total Minutes – Downtime) / Total Minutes. 

Excluded Downtime: scheduled maintenance, force majeure, third-party service failures, and customer-side issues. 

Availability is monitored continuously via automated health checks at ≤60-second intervals. A service is considered unavailable after 5 consecutive minutes of failed checks. Measurements are recorded in UTC. 

2. Disaster Recovery 

Provider maintains geographically distributed backups tested periodically. High-frequency sensor data loss is typically limited to a single reading; configuration data may recover to within 15–60 minutes. 

3. Performance Standards 

• Data ingestion: typically within 5 minutes of receipt 
• API response time: typically under 1 second under normal conditions 
• Large exports may be processed asynchronously 

4. Incident Management & Support 

Incidents are classified as Critical (SEV1), High (SEV2), Medium (SEV3), or Low (SEV4). Critical incidents trigger immediate response and continuous remediation. 

Support response times during standard business hours: 

Requests outside business hours (weekends, observed holidays) are considered received at the start of the next business day. Active SEV1 incidents receive periodic updates during business hours until resolved. 

5. Maintenance 

• Scheduled maintenance: minimum 48 hours advance notice 
• Emergency maintenance: may occur without notice to maintain security or stability 

6. Service Credits 

If monthly Availability falls below 96.5%, Customer may request a credit equal to 5% of the monthly subscription fee. 

To claim: submit a support case to METER Support within 30 days of the incident with “SLA service credit request” in the subject line, including the dates and times of the outage. Confirmed credits are issued within 60 days. Service credits are Customer’s sole remedy under this SLA. 

7. Exclusions & Limitations 

This SLA does not apply to failures caused by: customer systems, third-party services outside Provider’s control, scheduled maintenance, or misuse of the Service. Device hardware, field connectivity, and external networks are explicitly excluded. 

Provider’s total liability under this SLA shall not exceed fees paid in the 12 months preceding the claim. Provider is not liable for indirect, incidental, consequential damages, or lost profits. 

8. Security 

Provider implements administrative, physical, and technical safeguards including encryption in transit, access controls, monitoring, and incident response procedures. 

9. General 

This SLA forms part of and is subject to the ZENTRA Cloud Terms and Conditions. In the event of conflict, the Terms and Conditions shall prevail. 

10. Definitions

• “API” (Application Programming Interface) means the set of documented endpoints and protocols provided as part of the Service that allow customers and authorized third-party systems to programmatically access, retrieve, and manage data and functionality within ZENTRA Cloud.
• “Availability” means the percentage of time the Service is operational and accessible, calculated as (Total Minutes – Downtime) / Total Minutes.
• “Downtime” means periods when the Service is unavailable, excluding Excluded Downtime.
• “Excluded Downtime” includes scheduled maintenance, force majeure events, third-party service failures, and customer-side issues.
• “RPO” (Recovery Point Objective) means the maximum tolerable data loss period.
• “RTO” (Recovery Time Objective) means the targeted maximum duration to restore the Service.
• “Service” means ZENTRA Cloud.
• “Service Credit” means a dollar credit, calculated as set forth in Section 6 above, that Provider may apply back to an eligible Customer account in the event that monthly Availability falls below the committed level.
• “UTC” (Coordinated Universal Time) means the primary time standard used globally to regulate clocks and time, without adjustment for time zones or daylight-saving time.