Service Credits: claim within 24 hours and 10 days, capped at 30 days of fees
Catalog row in Vendor License Rules · Cited
- Kind
- Service level
- Statement
- Service Level Agreements and Support Service §2.3-2.6 (Last Updated 2026-09-21): to receive a Service Credit all owed Fees must be paid, the incident reported by support ticket within 24 hours and the credit requested within 10 days; credits are capped at 30 calendar days of fees per month, give no refund, and do not apply to free or bundled-free SaaS such as the standard ZDX included in certain ZIA and ZPA SKUs.
- Applies when
- Claiming SLA remedies.
- Applies to
- SaaS products with SLAs (ZIA, ZPA, ZDX and others).
- Related programs