Network, Infrastructure and Hardware
At JPStream We understand the necessity of high availability to our customers and make every effort to provide services that consistently exceed your expectations. The following is a summary of the kinds of levels of service that JPStream offers its customers to ensure maximum availability and performance. Please contact customer support for additional information and terms regarding the JPstream SLAs.
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 JPStream network, JPStream 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 JPStream 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 JPStream ticket tracking system. Network downtime is measured from the time the ticket is opened regarding downtime to the time the problem is resolved.