Service Level Agreement
Availability commitments, exclusions, incident classification and service-credit rules for plans that include an SLA.
Important. This document is part of the JASLYN NET service terms. It is written for operational use and should be read with any signed order, applicable service-specific agreement and mandatory law.
1. Applicability
This SLA applies only where the customer’s order or subscription expressly states that an SLA is included. If no SLA is included, the availability language in the Terms applies.
2. Service availability
For an SLA-covered production control plane, the monthly availability target is 99.5%, measured during the calendar month, excluding the events listed below. Availability concerns the Company-controlled Service and does not include the customer’s ISP link, router, LAN, power, RADIUS deployment, payment provider, DNS provider, Internet transit or other third-party dependency.
3. Planned maintenance
Planned maintenance communicated through the Service is excluded from availability calculations. Emergency maintenance may also be excluded where reasonably necessary to prevent or respond to a material security or infrastructure incident.
4. Exclusions
- Customer configuration, credential, router or network failures.
- Third-party payment, DNS, hosting, telecommunications or API failures.
- Internet-wide routing failures outside Company-controlled infrastructure.
- Force majeure and events outside reasonable control.
- Abuse, denial-of-service or attacks that materially affect availability despite reasonable safeguards.
- Suspension permitted under the Terms or Acceptable Use Policy.
- Features or environments explicitly marked beta, experimental or unsupported.
5. Incident severity
- Critical: widespread loss of a core control-plane function or a confirmed security event requiring immediate containment.
- High: material degradation affecting a substantial operational function with no practical workaround.
- Normal: limited feature degradation with a workaround or non-critical impact.
- Informational: questions, requests and issues without material service impact.
6. Service credits
Where a written order provides credits, the credit is calculated against the recurring Service fee for the affected month. Credits are the customer’s exclusive monetary remedy for an SLA availability failure to the maximum extent permitted by law, except where mandatory law provides otherwise.
7. Claim procedure
A credit request must identify the affected account, dates, impact and relevant incident or ticket reference and should be submitted within thirty days after the end of the affected month. The Company will validate the measurement against its monitoring records.