Service Level Agreement

This is a standard template for review. Finalize commitments and credit terms with your operations and legal teams before launch.

1. Uptime commitment

JetsNext commits to 99.99% network and infrastructure availability per calendar month for eligible hosting, VPS and dedicated server services, measured across our Tier III data centers and network backbone.

2. Service credits

If monthly availability falls below the commitment, you may request a credit against your next invoice according to the following schedule:

3. Exclusions

The commitment does not apply to downtime caused by:

• Scheduled or emergency maintenance announced in advance.
• Factors outside our reasonable control (force majeure, upstream network or DDoS events).
• Customer actions, misconfiguration, or applications and code deployed by the customer.
• Suspension due to violation of our Terms of Service or non-payment.

4. Support response targets

• Critical (service down): first response within 30 minutes, 24/7.
• High (degraded): first response within 2 hours.
• Normal (general): first response within 8 business hours.

5. Claiming a credit

To request a credit, open a ticket from your client portal within 30 days of the incident. Credits are applied to future invoices, are capped at 100% of the affected service's monthly fee, and are the sole remedy for availability shortfalls.

6. Contact

Questions about this SLA? Email support@jetsnext.com or visit our contact page.