Service Level Agreement (SLA)

Related: Security, Subprocessors, and Terms of Use.

1. Service commitment

Jooni will use commercially reasonable efforts to make the production services available with an Uptime Percentage (UP) of 99.9% measured over a rolling 90‑day period (the “Service Commitment”). If we do not meet the Service Commitment, you may be eligible for a Service Credit as described below. This SLA applies to Jooni‑hosted software services (e.g., control plane, APIs, web applications) and Jooni‑managed connectivity infrastructure backends. It does not apply to customer premises equipment or edge hardware (e.g., gateways, modules, sensors), nor to site‑specific power, environmental conditions, or installation/integrator issues.

2. Measurement

• Uptime is measured over a rolling 90‑day period using our external status monitoring and internal logs.
• “Downtime” means periods when the service is unavailable for all users, excluding Exclusions below.
• Planned maintenance windows and partial feature unavailability are not counted as Downtime.
• UP reflects core platform availability and does not include localized network/provider issues outside our control (e.g., regional cellular carriers, last‑mile ISPs, or peering events).
• The status page is the authoritative source for incident history and UP.
• All dates/times are in UTC unless otherwise specified.

3. Support and response targets

Targets are not guarantees, but we use commercially reasonable efforts to meet them.

• Severity 1 (Critical outage): Response within 1 hour; restoration target within 4 hours.
• Severity 2 (Major degradation): Response within 4 hours; restoration target within 1 business day.
• Severity 3 (Minor impact): Response by next business day; workaround or fix in normal release cycle.

4. Maintenance

• Planned maintenance: Typically performed with advance notice (≥72 hours) and during off‑peak hours.
• Typical window: Weekends during off‑peak hours (UTC), subject to change based on impact and provider guidance.
• Emergency maintenance: May occur at any time when required to maintain security or stability.

5. Service credits (discretionary)

If the UP falls below the Service Commitment, Jooni may, at its discretion, issue a credit against future fees for the affected service. Any credits granted are goodwill adjustments and the sole and exclusive remedy for SLA‑related unavailability. Enterprise agreements or Order Forms may specify different credit terms, which will control.

• Request window: Submit requests within 30 days of the incident period.
• How to request: Use the Contact page or contact your Jooni sales representative or account team, and include incident timestamps (UTC), regions affected, relevant URLs to status history, and any supporting logs.
• Eligibility: Credits, if granted, apply to paid production services only and exclude beta, trial, or free tiers.

6. Exclusions

Downtime does not include unavailability due to:

• Customer or third‑party systems, networks, devices, or misuse of the services.
• Customer‑controlled environments (on‑premises or customer cloud), including LAN/WAN, firewalls, VPNs, DNS, proxies, routing, security policies, or misconfiguration.
• Field or RF site conditions, installation/integrator errors, or use of non‑approved antennas, power levels, or bands.
• Edge/physical hardware issues (e.g., gateways, modules, sensors), local power outages, tampering or vandalism, or environmental damage.
• Force majeure events (including natural disasters, war, labor actions, civil unrest) beyond our control.
• Outages or limitations of third‑party providers (e.g., cloud platforms, ISPs) outside our reasonable control (see Subprocessors).
• Localized or region‑specific connectivity outages (e.g., specific carriers/regions) that do not impact the global service, where the cause is outside our reasonable control.
• Upstream connectivity providers and networks outside our control, including public/private carrier networks (cellular, satellite, terrestrial), roaming partners, spectrum/regulatory restrictions, throttling or traffic shaping, or emergency network management policies.
• Outages, rate limits, changes, or deficiencies in non‑Jooni third‑party integrations or services not operated by Jooni, unless expressly contracted otherwise.
• Lack of reasonable redundancy, failover, capacity planning, or alerting in the Customer environment.
• Planned maintenance performed with reasonable advance notice, and emergency maintenance.
• Beta features, trials, or free services.
• Suspension or termination in accordance with the Terms of Use or Acceptable Use Policy.

7. Changes

We may update this SLA from time to time. Material changes will apply prospectively and will be posted on this page.

8. Definitions

• Uptime Percentage (UP): 100% minus the percentage of Downtime minutes in a rolling 90‑day period.
• Downtime: Unavailability of the production service for all users, excluding Exclusions.
• Service Credit: A credit applied to future invoices, as described in Section 5.