ZMP SLAs | Overview and Interpretation
Zeta’s Service Level Agreements (SLAs) outline our commitments to availability, performance, and throughput across the platform over a 30-day window. This article summarizes those commitments, explains percentile-based measurements (P50/P95/P99) in customer-friendly terms, and clarifies scope so you can plan integrations and operations with confidence.
For custom requests, please reach out to your Account Manager.
How to Read These SLAs
Percentiles (P50/P95/P99): P50 is the median (half of requests are faster, half slower); P95 means 95% of requests complete within the stated time; P99 indicates the near-worst case we design for in normal operations.
Latency SLAs apply under noted load conditions (e.g., requests per second or per hour). If traffic exceeds stated rates, latencies may rise until auto-scaling catches up.
Availability reflects platform uptime over a monthly window. Scheduled maintenance and events affecting upstream providers are handled according to your contract and notice commitments.
Throughput limits (e.g., batch imports/exports, campaign send rates) are aggregated across tenants or across a customer’s workloads as specified in notes.
SLA Summary
All metrics below are stated as service objectives under defined load envelopes. Clarifications indicate scope and operational expectations.
Category | Type | P50 | P95 | P99 | Notes/Clarification Points |
|---|---|---|---|---|---|
Platform Availability | up-time | — | — | 99.90% | Often higher (99.99%) for customer-facing |
Profile Read APIs | latency | ≤ 200ms | ≤ 500ms | ≤ 1s | Applicable at peak rate of 500k/hr (150/s) |
Profile Write API (Identify) | latency | ≤ 500ms | ≤ 750ms | ≤ 1s | Applicable at peak rate of 10M/hr (3,000/s) |
Event Write API (HPM) | latency | ≤ 500ms | ≤ 750ms | ≤ 1s | Where profiles already exist. |
Event Write API (Non-HPM) | latency | ≤ 30s | ≤ 1m | ≤ 2m | Applicable at peak rate of 10M/hr (3,000/s) |
Experience Non-Triggering | latency | ≤ 1m | ≤ 3m | ≤ 5m | Applicable at peak rate of 10M/hr (3,000/s) |
Event Read API | latency | ≤ 1s | ≤ 1.5s | ≤ 2s | Applicable at peak rate of 500k/hr (150/s) |
Resource Read | latency | ≤ 200ms | ≤ 500ms | ≤ 1s | Applicable at peak rate of 500k/hr (150/s) |
Resource Write | latency | ≤ 500ms | ≤ 750ms | ≤ 1s | Applicable at peak rate of 10M/hr (3,000/s) |
Data Imports Batch | volume | — | — |
| Events are behavioral data |
Data Exports Batch | volume | — | — |
| Exports deliver events and/or |
Data Exports (Real-Time) | volume |
|
|
| Exports deliver events and/or users to |
Campaign Batch Send | volume | — | — |
| Audience pre-processing and |
For any questions, contact support: hubsupport@zetaglobal.com
Zeta Global - Proprietary & Confidential Information: Date Last Updated -