Zeta Marketing Platform SLAs - Standard Version

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.

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
Priority	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	Development will work business hours until resolved.
P4 - Low	Next Business Day	10 business days	No updates. Every two weeks until resolved	Development 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

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

2023 Zeta Global - Proprietary & Confidential Information: Date Last Updated - 27 Jan 2022