Service Level Agreement

1. Scope

This Service Level Agreement ("SLA") describes the availability and support commitments Jettova offers for the paid Jettova for Teams plan. It applies only to Teams customers under a current Teams subscription.

The free and consumer (individual premium) tiers are provided on a best-effort basis and carry no SLA. Nothing in this document creates availability or support commitments for those tiers.

2. Uptime target

Jettova targets 99.9% monthly availability for the Teams service, measured as the percentage of minutes in a calendar month during which the core Teams application is reachable and able to serve requests, excluding the exclusions in Section 5.

This is a target that becomes a contractual commitment upon execution of a Teams agreement incorporating this SLA. Until then it describes our operating goal, not a guarantee.

3. Support response-time targets

Support requests are triaged by severity, with the following first-response targets during our standard support hours:

Severity 1 — Critical (Teams service is down or unusable for the whole org): target first response within 4 business hours.

Severity 2 — Major (a core Teams feature is significantly impaired, no reasonable workaround): target first response within 1 business day.

Severity 3 — Minor (partial or cosmetic issue, or a workaround exists): target first response within 2 business days.

Severity 4 — Informational (questions, feature requests): target first response within 3 business days.

4. Definitions

"Available" means the core Teams application responds to valid requests. "Downtime" means minutes during which it does not, excluding Section 5 exclusions. "Monthly Uptime Percentage" is (total minutes in the month minus Downtime) divided by total minutes in the month. "Business hours" are Jettova's standard support hours on business days.

5. Exclusions

The uptime target does not apply to unavailability caused by: (a) scheduled maintenance for which we give reasonable advance notice; (b) outages or degradation of third-party providers outside our control — including our infrastructure and integration partners such as Supabase, Vercel, Stripe, and Duffel; (c) factors outside our reasonable control (force majeure, network or DNS failures beyond our systems, denial-of-service attacks); (d) Customer's own equipment, software, or misconfiguration; or (e) suspension for breach or non-payment.

6. Remedies (service credits)

If, once this SLA is executed, the Monthly Uptime Percentage for the Teams service falls below 99.9% in a calendar month, the affected Customer may request a service credit against a future invoice, on a tiered basis to be set out in the executed agreement (for example, a percentage of the monthly Teams fee that increases as measured uptime falls).

Service credits are the sole and exclusive remedy for any failure to meet the uptime target. To claim a credit, Customer must submit a request within 30 days of the affected month with reasonable supporting detail.

7. Consumer and free tiers

To be explicit: the consumer and free tiers are best-effort and are not covered by this SLA. There is no uptime commitment, no response-time target, and no service credit for those tiers. The commitments here are specific to the paid Teams offering.