Service Level Agreement
Last updated: July 2024
JoneSolutions is proud to offer an exceptional level of performance, reliability, and service. We are making commitments to our customers in the form of a Service Level Agreement (SLA), which provides certain rights and remedies regarding the performance of the JoneSolutions network.
Uptime Guarantee
The Provider strives to maintain a 99.9% network and server uptime service level. This uptime percentage is a monthly figure and is calculated solely by the Provider's monitoring systems or authorized/contracted outside monitoring services. If the Provider fails to meet its 99.9% uptime guarantee, and it is not due to one of the exceptions below, credits will be made available to each client, upon request, on a case-by-case basis.
Exceptions
Circumstances beyond reasonable control including acts of any governmental body, war, insurrection, sabotage, embargo, acts of God (fire, flood, earthquake, tornado, etc.), strike or other labor disturbance, interruption or delay in transportation, unavailability or interruption of telecommunications or third-party services, failure of third party software, telco failures, backbone peering point issues, scheduled maintenance for hardware/software upgrades, hardware failure, software bugs/flaws, DNS issues, network floods/hacks/attacks from outside parties, failure of any monitoring or measurement system, and client acts or omissions.
Connectivity
The Provider's goal is to make the network available to the Client free of outages 99.9% of the time. An 'outage' is defined as an instance in which the Client is unable to transmit and receive IP packets due to service failure for more than 15 consecutive minutes, excluding service failures relating to scheduled maintenance and upgrades.
Measurement
The Provider will periodically (on average every 10 minutes) monitor the network and server availability using software and hardware components capable of measuring application traffic and responses. The Provider reserves the right to periodically change the measurement points and methodologies it uses without notice to the Client.
Hardware Failure
The Provider stands behind all equipment on our network. All faulty hardware affecting the performance levels of equipment will be replaced within 48 hours, which includes hardware issues that cause server crashes or speed issues. Hardware failure resulting in complete network/server outage/downtime will be corrected within two hours of problem identification.
Credits
Credit requests must be made to the Provider's Support Department by emailing billing@jonesolutions.com. Each request in connection with network/server outages/downtime must be received by the Provider within five days of the occurrence. Such credit will be equal to 8 hours of service extension for every 15 minutes of network outage/downtime to be credited at the end of the period paid.
General
The Provider reserves the right to change or modify this SLA to benefit the Client and will post changes to the location currently housing this SLA at the time of modification, which will be made available to the Client. Except as outlined in this SLA, the Provider makes no claims regarding the availability or performance of the Provider's network or servers.