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SLA - JetCloud Datacenter

JETCLOUD SERVICE LEVEL AGREEMENT

Hardware Replacement OR Upgradation

Hardware Replacement:

JetCloud guarantees that in the event of any hardware failure, the faulty hardware will be replaced within 6 hours of identifying the problem. In case this guarantee is not met, JetCloud will provide a credit of:

However, this guarantee excludes the time required to perform all additional maintenance related to software, firewalls, cloning of hard drives, rebuilding web accounts using backups, load balancer(s), reloading applications, reloading the operating system, rebuilding of RAID arrays or any changes in hardware like network switches and network routers. Also, JetCloud will not be responsible for any data loss of their customers, in case of any hardware problem, system crash, and any downtime or hard disk crash. Issues of these type may take 8-10 days for running properly.

Dedicated server hardware covered under this guarantee includes processor(s), hard drive(s), RAM, network card(s), motherboard and all other hardware that is related directly to the server offered in the plan.

Hardware Upgradation:

In the event of ordering an upgrade, the upgrade will be completed within 6 hours of being scheduled. This upgradation needs to be scheduled with our support team. In the event the guarantee is not met, JetCloud will provide a credit of:

However, this guarantee would be void in the rare event of hardware/software in question being unavailable in the JetCloud’s inventory. The customer would be properly notified of the situation within 3 hours.

*Hardware upgradation and replacement only cover classical dedicated servers and not V-ready or Hybrid servers or Cloud VPS or any other hosting.

Network Uptime Service Level Agreement

JetCloud guarantees 99.9% network uptime to customers.

99.9% Network uptime

may be defined as the availability of the network from the internet across the globe 100% of the time.

Network downtime

may be defined as JetCloud’s network unavailability (excluding maintenance period) for continuous 15 minutes of time with no internet traffic to the server as verified by the support team at JetCloud. Downtime is determined from the time when the affected customer raises a support ticket to the time JetCloud considers the problem as resolved.

In an unlikely event of downtime, JetCloud will compensate customers as given below:

All requests for compensation must be sent within 6 business days of the incident in question. The compensation amount will not exceed customer’s first month’s invoice amount. However, this SLA will not be applicable for any month in which the customer is the payment defaulter or has breached JetCloud’s Terms of Service.

*Network availability will be calculated depending upon the customer’s billing cycle and may be calculated differently for different customers.

Exclusions to Network SLA

There are a number of situations that are beyond JetCloud’s control and are therefore not covered in this SLA. These include:

Software Maintenance

In case JetCloud is managing your server, then software will be updated occasionally for addressing performance or security issues. We will ensure that you don’t experience downtime during this updation process but we may not be able to guarantee this every time and for all situations.

Hardware Maintenance

JetCloud will try to reduce any downtime in rare events when your dedicated server hardware needs replacement or maintenance. However, any downtime resulting from such maintenance will not be accounted for in our network SLA.

Network Maintenance

JetCloud will promptly notify you of any upcoming maintenance through maintenance announcements on your member panel and through JetCloud. However, it is the responsibility of the customer to stay updated with the latest information by continuously checking JetCloud’s emails, member panel’s announcement section and JetCloud. It is to be noted that these maintenance periods will not be covered under SLA credits.

Web Hosting Panel Issues

In case you experience downtime due to automatic updation of any web hosting panel related software, then JetCloud will try to resolve it but is unable to promise a resolution time.

Judicial Proceedings

If some legal action is initiated against a JetCloud customer, then JetCloud will act according to the law and this SLA will stand void in such case.

Malicious Attacks

In case of any DDoS attck or third party attack against a customer’s server or JetCloud’s network, every possible step will be taken to counter the attack but a resolution time cannot be guaranteed in such cases.

Dedicated Server Deployment SLA

Classical Dedicated Server Deployment

Your dedicated server will be delivered to you in a maximum of 12 hours after your payment is processed successfully and your order is confirmed. Order confirmation may take time as order will only be confirmed following a number of verification processes.

Please note that guaranteed 12 hours is the maximum time you’ll have to wait. Our internal standards are extremely rigid and in almost all cases we’ll deliver your server much before the said period. However, in those rare cases where the guarantee is not met, JetCloud promises to provide a credit of 10% of the first month’s invoice amount i.e. the amount of compensation will be equal to 10% of the customer’s first month’s amount of service.

Furthermore, if you order a server that is currently not in stock or requires some customization that may take some time, then you’ll be informed about the delivery time by our provisioning team within 6 hours and such cases will not be covered under this SLA.

Hybrid Dedicated Server Deployment

Your Hybrid dedicated server will be delivered to you in a maximum of 8 hours after your payment is processed successfully and your order is confirmed. Order confirmation may take time as order will only be confirmed following a number of verification processes.

Please note that guaranteed 8 hours is the maximum time you’ll have to wait. Our internal standards are extremely rigid and in almost all cases we’ll deliver your server much before the said period. However, in those rare cases where the guarantee is not met, JetCloud promises to provide a credit of 10% of the first month’s invoice amount i.e. the amount of compensation will be equal to 10% of the customer’s first month’s amount of service.

Furthermore, if you order a server that is currently not in stock or requires some customization that may take some time, then you’ll be informed about the delivery time by our provisioning team within 4 hours and such cases will not be covered under this SLA.

V-Ready Dedicated Server Deployment

Your V-Ready Dedicated Server will be delivered to you in a maximum of 24 hours after your payment is processed successfully and your order is confirmed. Order confirmation may take time as order will only be confirmed following a number of verification processes.

Please note that guaranteed 24 hours is the maximum time you’ll have to wait. Our internal standards are extremely rigid and in almost all cases we’ll deliver your server much before the said period. However, in those rare cases where the guarantee is not met, JetCloud promises to provide a credit of 5% of the first month’s invoice amount i.e. the amount of compensation will be equal to 5% of the customer’s first month’s amount of service.

Furthermore, if you order a server that is currently not in stock or requires some customization that may take some time, then you’ll be informed about the delivery time by our provisioning team within 12 hours and such cases will not be covered under this SLA.

Cloud VPS Deployment SLA

Your Cloud VPS will be delivered to you in a maximum of 8 hours after your payment is processed successfully and your order is confirmed. Order confirmation may take time as order will only be confirmed following a number of verification processes.

Please note that guaranteed 8 hours is the maximum time you’ll have to wait. Our internal standards are extremely rigid and in almost all cases we’ll deliver your server with properly functioning storage, compute and hypervisor much before the said period. However, in those rare cases where the guarantee is not met, JetCloud promises to provide a credit of 10% of the first month’s invoice amount i.e. the amount of compensation will be equal to 10% of the customer’s first month’s amount of service.

Furthermore, if you order a server that is currently not in stock or requires some customization that may take some time, then you’ll be informed about the delivery time by our provisioning team within 4 hours and such cases will not be covered under this SLA.

If migration of a virtual machine is needed due to degradation of host node, then you will be promptly notified before the beginning of migration, unless it is determined by reasonable judgment that migration should be done sooner so as to protect the services and data on the server.

First Response to Customer Ticket

JetCloud guarantees that whenever you submit a ticket through our ticket system, you will get the first human, non-automated response to your Support Ticket in a maximum period of 1 hour. In case if your ticket goes 1 hour past our guarantee of initial response time then you will be eligible for a credit of 5% of your first month’s invoice amount i.e. the amount of compensation will be equal to 5% of the customer’s first month’s amount of service.

Credit Issue Exceptions

In addition to all the points mentioned above there are certain exceptions to the eligibility of the customer to obtain credit. Credits will NOT be given in case of circumstances mentioned below:

a) The hardware failure or downtime is caused by the customer or any third party authorized by the customer to utilize the service.
b) The occurrence of hardware failure or downtime is because of failure of third party software, application or operating system failure.
c) If the customer’s payment due date has passed at the time of occurrence of hardware failure or downtime.
d) The occurrence of hardware failure or downtime is because of maintenance.
e) The occurrence of hardware failure or downtime is because of failure of equipment, services, power, systems or facilities that are not provided, managed or owned by JetCloud.
f) The occurrence of hardware failure or downtime is because of some failure of a third party service to JetCloud.
g) The occurrence of hardware failure or downtime is because of failure of third party software, application or operating system failure.
h) The occurrence of hardware failure or downtime is because of any infrastructure or network that is not managed or owned by JetCloud.
i) The occurrence of hardware failure or downtime is because of some malicious attack like distributed denial of service attack, hacking or any other third party attack targeted at JetCloud, the network of JetCloud, or a customer of JetCloud.
j) The occurrence of hardware failure or downtime is because of any event beyond the control of JetCloud like flood, fire or any other natural calamities.