ZephyrusWare Service Policy

# ZephyrusWare Service Policy **Version:** 1.0 **Effective date:** October 5, 2026 This Service Policy (the "**Policy**") is part of the ZephyrusWare Terms of Service for Personal Accounts and the ZephyrusWare Terms of Service (Business) (each, the "**Terms**"). It applies to the Services provided by ZEPHYRUS VIRTUAL SOLUTION, LLC, a limited liability company organized under the laws of the State of Florida, doing business as ZephyrusWare ("**ZephyrusWare**", "**we**", "**us**" or "**our**"). Words with capital letters that this Policy does not define have the meaning they have in the Terms that apply to you. ## 1. About This Policy 1.1 **Part of your agreement.** This Policy is part of the Terms. You accept it when you accept the Terms, with the Terms checkbox, and ZephyrusWare records the version and a fingerprint of the exact text of this Policy that you were shown. If this Policy and the Terms differ on this Policy's subject, this Policy controls, except that the Terms control on warranties, liability, indemnity, governing law and courts. 1.2 **Your legal rights.** Nothing in this Policy takes away a right you have under law that cannot be waived or limited by agreement. ## 2. Availability And Status 2.1 ZephyrusWare works to keep the Services available but does not guarantee uninterrupted availability. There is no service level commitment or service credit unless ZephyrusWare agrees to one in a signed written agreement. Planned maintenance, provider outages and events outside ZephyrusWare's control may affect availability. 2.2 Current service status is published at ZephyrusWare Status (https://zephyrusware.statuspage.io). ## 3. Support 3.1 You can request support through the customer portal. Support is provided on a reasonable-efforts basis during ZephyrusWare's normal business hours, without guaranteed response times unless agreed in writing. ## 4. Security 4.1 ZephyrusWare maintains administrative, technical and organizational safeguards designed to protect Your Content, Customer Data and Account Data, including account-based access controls. No system is perfectly secure, and ZephyrusWare does not guarantee that unauthorized access will never occur. 4.2 If ZephyrusWare confirms a security incident that affects your personal information or Customer Data, ZephyrusWare will notify you (or, for a Business Account, your Tenant Admins) by email without undue delay and as the law requires. ZephyrusWare does not represent that the Services hold any particular security certification or attestation. Your own security responsibilities are set out in the Terms. ## 5. Technical Limits 5.1 The Services have technical and capacity limits, which may be described in the Documentation. ZephyrusWare may limit or delay activity that exceeds those limits or threatens the stability of the Platform. ## 6. Applications And Third-Party Services 6.1 **ZephyrusWare applications.** Applications that ZephyrusWare provides through the customer portal are part of the Services and are covered by the Terms, even when they run on their own website. Some applications may show additional terms before you use them. 6.2 **Third-party services.** The Services may let you connect to or exchange data with services that ZephyrusWare does not provide, such as your identity provider, webhooks and imports from other tools. Your use of those services is governed by their own terms. ZephyrusWare is not responsible for third-party services, and when you send your data to one, you authorize that transfer and are responsible for it. 6.3 **Payment processors.** Stripe and other payment processors are third parties. ZephyrusWare is not responsible for their decisions or availability. ## 7. Changes To The Services 7.1 ZephyrusWare may improve, modify or discontinue features of the Services. ZephyrusWare will not materially reduce the core functionality of a paid Service during a term you have already paid for, except where necessary for security, legal compliance or a third-party provider change outside ZephyrusWare's control. ZephyrusWare will use reasonable efforts to notify affected customers of material changes in advance. 7.2 If ZephyrusWare discontinues a paid Service entirely, it will give at least 60 days' notice and refund prepaid fees for the unused remainder of any term, as the Refund Policy describes (through your Partner, for Partner purchases). ## 8. Suspension 8.1 **When ZephyrusWare may suspend.** ZephyrusWare may suspend all or part of your access to the Services if: (a) you breach the Acceptable Use And Data Policy, or materially breach the Terms in another way; (b) your use creates a security risk or threatens harm to the Services, other customers or others; (c) ZephyrusWare reasonably believes that a payment dispute or chargeback is fraudulent or made in bad faith, as the Billing Policy describes; (d) suspension is required by law or by a court or government order; or (e) you are subject to sanctions that prohibit ZephyrusWare from providing the Services. 8.2 **Notice and scope.** ZephyrusWare will give notice before suspending when reasonably possible, or as soon as practicable afterward. ZephyrusWare will limit a suspension to what is reasonably needed and restore access once the cause is resolved. Where possible, you keep access to the customer portal to resolve the issue, cancel Subscriptions, export your data and contact support. 8.3 **End of paid access.** Access ending at a Billing End Date that was not renewed is not a suspension. ## 9. Ending Your Account 9.1 **Closing your account.** You may close your account by cancelling your Subscriptions and asking ZephyrusWare to close it (Personal Accounts: through support; Business Accounts: by contacting ZephyrusWare). Closing your account does not entitle you to a refund. Any access you have already paid for ends when the account is closed, so you may prefer to wait until your Billing End Date. 9.2 **Closure by ZephyrusWare.** ZephyrusWare may close your account or end the Terms: (a) if you materially breach the Terms and do not fix the breach within 30 days after notice; (b) immediately, on notice, for a serious breach of the Acceptable Use And Data Policy, fraud, or where the law requires; or (c) for any other reason on at least 60 days' notice, in which case ZephyrusWare refunds prepaid fees for the unused remainder of any term, as the Refund Policy describes (through your Partner, for Partner purchases). 9.3 **Export.** While your account is open you can export your data using the export features each product provides (for a Business Account, a Tenant Admin does so). For 30 days after your account is closed, other than after a closure under Section 9.2(b) where the law does not allow it, ZephyrusWare will provide your data for export on request. 9.4 **Deletion.** After the 30-day export period, ZephyrusWare deletes your data within the next 30 days, except that deleted data may remain in backups until they are overwritten or expire. You may also ask ZephyrusWare to delete your personal information as the Privacy Policy describes. 9.5 **Records we keep.** ZephyrusWare keeps records it needs for billing, accounting, tax, security, dispute resolution, legal compliance and enforcement of the Terms after your account is closed, including order, payment and audit records, the records of the notices it Sent you and the records of your acceptance of the Terms and Policies. These records are kept as the Privacy Policy describes, even if you ask for deletion. ## 10. Changes To This Policy 10.1 ZephyrusWare may update this Policy. Each version has a version number and an effective date, and ZephyrusWare keeps every version available at https://zephyrusware.com/terms/service-policy/, and each version has its own permanent page, for example https://zephyrusware.com/terms/service-policy/1.0/. 10.2 For a material change, ZephyrusWare will email you (Personal Accounts) or your Tenant Admins (Business Accounts) at least 30 days before the new version takes effect, unless a change is required sooner by law or for security reasons. Changes that do not materially affect your rights take effect when published. 10.3 A material change to this Policy is accepted by ticking the box for the Terms again, which records the new version of this Policy. Until you do, the Terms and Section 9.3 of the Billing Policy say what happens to renewals. If you do not agree to a new version, you may cancel your Subscriptions before it takes effect, and the version you last accepted continues to apply until the end of your current paid term. ## 11. Contact Questions about this Policy can be sent to legal@zephyrusware.com. Support is available through the customer portal. Security concerns can be sent to security@zephyrusware.com. ## Schedule A. Personal Accounts A.1 Because a Personal Account cannot be transferred, a person with legal authority to act for the account holder may ask ZephyrusWare to cancel Subscriptions, export Your Content or close the account, as the Personal Terms describe. ## Schedule B. Business Accounts B.1 **Support.** Direct Customers request support through the customer portal. Partner Customers should contact their Partner first for support and for all billing questions. B.2 **Notices.** ZephyrusWare sends security and suspension notices to your Tenant Admins.