Overview

Zeta's SLA overview provides insight into the overall levels of performance, support, and response times provided by Zeta Global Teams and the Zeta Marketing Platform. This article is designed to set baseline expectations and provide details about the tiered approaches that are available.

For custom requests please reach out to your Account Manager for more details

Uptime SLA

Platform

SLA over a given month

ZMP

99.9%

Performance & Data SLAs

Within an Hour Zeta Handles:

Data Point

Standard

  • Data Imports: Consists of Users and Events. Events are behavioral data points that the customer sends us from other systems. Usually these are site, web, and mobile app behavior. But sources vary. Events inform campaigns.

  • Data Exports: ZMP users can request to export events and/or users to a specified location for a number of downstream workflows.

1 Million

  • Data Realtime: Imported files have events that are meant to trigger real time messages.

2 Million

  • Campaign Execution: Total messages that can be sent for a static (without recommendations) campaign.

  • Campaign Burst Executions: Burst rate at which the system can send messages for up to 10 minutes for an account across all their campaigns.

Standard Campaign Executions: 10 Million

Available: 40 Million+ with additional scoping

Campaign Burst Executions: 400k per minute for up to 10 minutes

API - User Lookup: 250 requests/sec with median response time of 500ms.

The Zeta Marketing Platform is based on the flexible AWS structure, and can scale to meet higher volumes as required.

All times reflect processing time only. Additional time will be needed for data cleansing, unification, de-dupe, etc.

Platform Support SLAs for ZMP & Programmatic Platforms

Priroirty

Initial Response

Problem Definition and Action Plan

Updates

Time to resolution

P1 - Critical

20 Minutes

1 hour from initial response time

Every 60 minutes until resolved

Team to work around the clock (24/7) to resolve critical incidents and make reasonable efforts to resolve at the earliest feasible timeline.

P2 - High

30 Minutes

120 minutes from the initial response time

Every 120 minutes until resolved

Team to work around the clock (24/7) to resolve high priority incidents and make reasonable efforts to resolve at the earliest feasible timeline.

P3 - Medium

Next Business Day

5 business days

No updates. Every week until resolved

Devlopment will work business hours until resolved.

P4 - Low

Next Business Day

10 business days

No updates. Every two weeks until resolved

Devlopment will work business hours until resolved.

Technical Support will be available 24x7

Disaster Recovery

Systems

Details

Zeta Marketing Platform - ZMP

RPO - Recovery Point Objective

  • 24 hours - Full Failover

RTO - Recovery Time Objective

  • 8 hours - Full Failover

Disclaimer - This is currently being built and will be available in Q4 2021

Mail Transfer Agent - MTA

RPO - Recovery Point Objective

  • 0 hours - Full Failover

RTO - Recovery Time Objective

  • 0 hours - Full Failover

Zeta delivers billions of emails a month for millions of People. We use multiple MTAs, placed in different world-class data centers around the United States. These data centers are maintained at the highest level of security and run concurrently to provide failover redundancy in the event of a partial outage. We have DDOS mitigation in place at all of our data centers. We have a documented infrastructure continuity plan.

Contact Support

Service Desk Link

LINK

Email

hubsupport@zetaglobal.com

2021 Zeta Global - Proprietary & Confidential Information

Date Last Updated -