Effective Date: December 16, 2025
Applies To: All clients, employees, contractors, and operators of Zeitra
Overview
This Policy defines the mandatory operational standards that all clients, employees, contractors, and operators of Zeitra are required to understand and adhere to. It exists to protect business continuity, minimize workflow downtime, and ensure that every system built or maintained by Zeitra operates with consistent reliability.
1. Workflow Monitoring & Alert System
Zeitra uses automated monitoring systems to identify operational failures, degraded performance, or interruptions in any client workflow.
Alert Delivery
All alerts are delivered directly to the designated Zeitra Slack Alert Channel, ensuring the responsible operator and internal leads receive immediate visibility.
Business-Day Monitoring
Routine monitoring, check-ins, reviews, and non-urgent workflow evaluations are performed Monday through Friday. These drive the Weekly Workflow Report delivered to the client.
Weekend Exception Protocol
Weekends are reserved exclusively for emergency alerts, live workflow failures, and time-sensitive incidents that impact revenue, operations, or customer experience. Non-critical tasks wait until the next business day.
2. Error Response & Resolution
Acknowledgment Window
When an operator receives an alert, they must acknowledge it as soon as possible, understanding that workflow downtime directly affects client operations.
Resolution Window
Once acknowledged, errors must be resolved within 4 hours, unless the fix requires longer due to technical constraints (with immediate communication of the revised timeline) or the error origin lies with a third-party platform outside Zeitra's control.
Communication Requirement
If resolution will exceed 4 hours, the operator must state the cause, provide the adjusted ETA, notify internal leadership, and notify the client when appropriate.
3. Operator Availability
Business Days
Operators complete monitoring, maintenance, optimizations, reports, workflow adjustments, and quality assurance.
Weekends (Emergency Only)
Operators respond only when a workflow breaks, an error generates Slack alerts, or a client's active operations are impacted.
Protection Against Overload
This Policy is intentionally structured to maintain high operator performance, prevent constant weekend labor, and keep response times sustainable as the agency scales.
4. Client Expectations
All clients working with Zeitra operate under this Policy by default. Zeitra is responsible for monitoring client workflows, rapid error response, and maintaining operational continuity. Clients are responsible for promptly notifying Zeitra of business changes, providing required access credentials, and maintaining platform subscriptions. This Policy is standardized across all accounts and cannot be modified on a per-client basis.
5. Internal Compliance
Everyone inside Zeitra is required to follow this Policy. Failure to comply may result in revocation of workflow access, internal review, reassignment or removal from projects.
6. Policy Purpose
This Policy exists to protect clients from unnecessary downtime, keep operator workloads healthy and sustainable, maintain a standardized system across all workflows, and ensure consistency across all service tiers and partnerships.
Zeitra is built on reliability, clarity, and operational discipline. This Policy is the foundation of that standard.
Policy questions: contact@zeitra.ai