Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") covers Jetlane VPS, Bare Metal, and IP Transit services. It is part of the Terms of Service and provides the exclusive remedy for service availability below the targets below.

2. Uptime Commitments

3. Measurement

Availability is measured per calendar month as: (total_minutes - downtime_minutes) / total_minutes, using our internal monitoring with external probe corroboration. Downtime starts when a service-affecting event is confirmed and ends when service is restored. Downtime under 1 minute is excluded.

4. Service Credits

If we miss a target, you may request a service credit on the affected service:

Credits are applied to future invoices on the affected service. Credits are not refunded as cash unless the account is being closed and no future invoices are expected. Maximum aggregate credit in any month is 100% of the monthly fee for that service.

5. Exclusions

The following are excluded from downtime calculations:

• Scheduled maintenance announced at least 48 hours in advance, totaling no more than 4 hours per calendar month
• Emergency security maintenance, communicated as soon as practical
• Distributed denial-of-service attacks (we mitigate at the edge; underlying mitigation impact is not credited)
• Force majeure: natural disasters, war, civil unrest, government action, internet-wide outages
• Failures caused by customer configuration, customer software, or actions of customer's end users
• Failures of third-party services not under our control (your DNS provider, payment processor, code repository, etc.)
• Failures of network paths to your end users beyond our PoP egress (transit beyond our AS, third-party Chinese carrier internal routing)
• Account suspension under the Terms or AUP

6. Claiming a Credit

To request a credit, email support@jetlane.io within 30 days of the end of the affected month, including:

• Affected service ID
• Date(s) and time(s) of downtime (UTC)
• Your monitoring evidence (logs, screenshots, third-party monitor report)

We respond within 7 business days. Approved credits appear on the next invoice.

7. Sole Remedy

Service credits under this SLA are the sole and exclusive remedy for any service-level failure. This does not limit any other remedy available under the Terms for other types of breach.