Service Level Agreement (SLA)
Effective: January 2025
Network Uptime Guarantee
JDScript Limited guarantees 99.99% Network Uptime for IP Transit and Dedicated Line services, and 99.9% Power Availability for Colocation clients. Uptime is calculated on a monthly basis.
Latency Guarantees
We maintain low-latency paths for all dedicated lines. Significant deviations (>50% increase from baseline) lasting over 4 consecutive hours qualify for SLA credits. Baseline latencies are established during the first 30 days of service and documented in your service agreement.
Packet Loss
Average packet loss across our core backbone will not exceed 0.1% per month under normal operating conditions. Packet loss is measured using ICMP probes between our core network nodes. Temporary spikes during DDoS mitigation or network maintenance are excluded from SLA calculations.
Service Credits
Clients may claim service credits for SLA violations according to the following schedule. Credits are applied to the following month's invoice and do not exceed 100% of monthly fees.
Exclusions
SLA guarantees do not apply during: scheduled maintenance (with 48-hour notice), force majeure events, client-caused outages, issues with third-party networks beyond our control, or service suspensions due to Terms of Service violations or non-payment.
Claiming Credits
To claim SLA credits, clients must submit a support ticket within 30 days of the incident, including the date, time, and duration of the outage or performance degradation. Our NOC will verify the claim against our monitoring systems and respond within 5 business days.
Support Response Times
Our support team commits to the following response times based on ticket priority: