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Service Level Agreement

Effective for all active paid plans. Last updated April 2026.

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

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)
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

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 optimization
  • - Dedicated support lead
  • - Priority weekday support
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

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
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.