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Credit-backed
Publishes an SLA backed by tiered service credits: 99.999% uptime, credits up to 30%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.999%
Uptime
30 days
Max credit
10d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Support ticket · help.zscaler.com
Deadline
10 days of incident
Review timeline
Zscaler responds no later than 10 days after the end of the month in which the incident occurred
Credit applied
Applied against future Fees for the applicable SaaS
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 4
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Zscaler Digital Experience (ZDX)
Digital experience monitoring
DEM
99.999%
covered
Zscaler Internet Access (ZIA)
Cloud-native secure web gateway
Secure Web Gateway
99.999%
covered
Zscaler Private Access (ZPA)
Zero trust network access
ZTNA
99.999%
covered
Zscaler Deception
Deception-based threat detection
Deception
99.9%
covered
Notes — Zscaler is a Security & Identity provider. See the official SLA at https://www.zscaler.com/legal/sla-support.
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