This Service Level Agreement applies to Jet1's paid subscription services and is governed by the customer's active plan. It describes Jet1's service commitments for support, incident handling, and operational availability.
1. General terms
Business hours: Monday to Friday, 9:00 AM – 6:00 PM Beirut time, excluding Lebanese public holidays.
Production Services: The customer's live infrastructure, deployment pipelines, monitoring, and related managed systems covered under the plan.
Incident severity:
- Sev 1: Production outage, critical security issue, or major service degradation.
- Sev 2: Significant degradation with a workaround available.
- Sev 3: Non-critical issue, request, or improvement.
Scheduled maintenance: Communicated in advance where practicable and does not count as downtime.
Exclusions: This SLA does not apply to outages or delays caused by customer actions, third-party provider failures outside Jet1's control, force majeure, unpaid accounts, or emergency security actions taken to protect systems.
2. Essential plan
Jet1 will use commercially reasonable efforts to maintain 99.5% monthly uptime for covered Production Services.
Support response times
| Severity | Response |
|---|---|
| Sev 1 | 4 business hours |
| Sev 2 | 1 business day |
| Sev 3 | 2 business days |
Included services
- CI/CD pipeline maintenance
- IaC updates & version control
- IAM and MFA support
- Secrets management support
- Weekday support (business hours)
Service credits
| Monthly uptime achieved | Credit |
|---|---|
| 99.0% – 99.49% | 5% |
| 98.0% – 98.99% | 10% |
| Below 98.0% | 15% |
3. Growth Platform
Jet1 will use commercially reasonable efforts to maintain 99.9% monthly uptime for covered Production Services.
Support response times
| Severity | Response |
|---|---|
| Sev 1 | 1 hour |
| Sev 2 | 4 business hours |
| Sev 3 | 1 business day |
Included services
- Everything in Essential
- Advanced CI/CD with canary & rollback
- Full observability & monitoring review
- Monthly cost optimisation
- Dedicated support lead
- Priority weekday support
Service credits
| Monthly uptime achieved | Credit |
|---|---|
| 99.5% – 99.89% | 5% |
| 99.0% – 99.49% | 10% |
| Below 99.0% | 20% |
4. Enterprise
Jet1 will use commercially reasonable efforts to maintain 99.95% monthly uptime for covered Production Services and the highest level of operational priority.
Support response times
| Severity | Response |
|---|---|
| Sev 1 | 15 minutes, 24/7 |
| Sev 2 | 1 hour, 24/7 |
| Sev 3 | 4 business hours |
Included services
- HA cluster support & DR runbooks
- Incident response & RCA support, 24/7
- Monthly game day & roadmap review
- FinOps dashboard & reporting
- Security & compliance readiness
- 50–70 hrs engineering support / month
Service credits
| Monthly uptime achieved | Credit |
|---|---|
| 99.90% – 99.94% | 5% |
| 99.50% – 99.89% | 10% |
| Below 99.50% | 25% |
5. Service credit rules
Service credits are the customer's sole and exclusive remedy for SLA failures, unless otherwise required by law or expressly agreed in writing. Credits apply only to the affected service and must be requested in writing within 30 days after the end of the affected billing month. Credits are non-cash, non-transferable, and may only be applied against future invoices.
6. Customer responsibilities
To receive SLA coverage, the customer must provide timely access, maintain payment in good standing, follow Jet1's recommended architecture changes where required for uptime, and promptly report incidents.