This Service Level Agreement ("SLA") covers performance guarantees for our network, environmental systems, and server hardware. It is made between Jub Jub Inc. ("Jub Jub", "Provider", "we", "us", "our") and you ("Client", "you"). The following is a summary of the kinds of levels of service that Jub Jub offers its customers to ensure maximum availability and performance. This document may be updated from time to time and will be located online at http://www.jubjub.com/legal/service-level-agreement. Clients are responsible for checking this document from time to time, as notifications of updates will not be made.

Network Availability

We guarantee that our network will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If we incur an outage to the Jub Jub network, Jub Jub will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected network services for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).

Network uptime comprises the functioning of all network infrastructure including cabling, switches and routers. Services or software running on a customer’s server are not included in the definition of the Jub Jub network. Network downtime exists if a customer’s server is unable to transmit and receive data and a ticket is opened for the incident in the Jub Jub ticket tracking system. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.

Infrastructure Guarantee

We guarantee that the Jub Jub critical environmental systems, including power and HVAC, will be available 100% of the time (excluding scheduled maintenance and emergency maintenance). If an outage occurs due to critical system failure, Jub Jub will credit the affected customer 1/30th of the recurring base monthly fee paid by the customer for the affected critical systems for every 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments).

Critical systems include functioning of all power and HVAC infrastructure including UPS equipment and cabling. Power supplies of individual servers are not included. Critical systems downtime exists when a customer’s server is shut down due to power or heat problems and a ticket has been opened for the incident in the Jub Jub ticket tracking system. Critical system downtime is measured from the time the ticket is opened regarding server downtime to the time the problem is resolved and the server comes back on line.

Hardware Guarantee

We guarantee the proper function of a customer’s leased hardware components provided by Jub Jub and will replace any failed component at no cost to the customer. The replacement process will begin when the cause of the problem has been determined. Hardware replacement is guaranteed to take no more than 1 hour. In the event that it does take Jub Jub more than 1 hour to replace faulty hardware, Jub Jub will credit the affected customer 1/30 of the recurring base monthly fee paid by the customer for the faulty hardware per additional 30 minutes of downtime (up to, but not exceeding 100% of one monthly payment, and the credit will be applied toward future payments). Hardware is defined as the processor(s), RAM, hard disk(s), motherboard, NIC card and other related components included under the server lease.

Refund Procedures and Exceptions

All credits must be requested by the customer within 3 days of the reported downtime using our ticket tracking system available at https://support.jubjub.com, and the downtime must be from a single occurrence. If a response from us is not received within 24 hours, the client should assume that a technical difficulty has prevented us from receiving their request and should contact our technical support department via telephone at 877-758-2582. Delinquent customers may not take advantage of our SLA.

This document was last modified on 12/27/16