SLA Guarantee

Effective date: October 1, 2026\

**Do not publish until every target below is approved, measurable and

supported by operations.**

Scope and target

Covered products/packages: `[ADMIN: exact services covered]`. Monthly

availability target: `[ADMIN: approved percentage]`, for

`[ADMIN: service component]`, measured over

`[ADMIN: calendar month or period]`.

Suggested formula:

`Availability (%) = (Eligible minutes − qualifying downtime minutes) ÷ Eligible minutes × 100`.

Use a consistent monitoring source and disclose the measurement method.

Exclusions

Unless mandatory law says otherwise, excluded downtime may include

announced maintenance, customer code/configuration, exhausted package

resources, expired domains or incorrect DNS, customer-side changes,

attacks/abuse, emergency protective action, third-party

networks/providers outside reasonable control, force majeure, and

services expressly marked beta/trial/free/best-effort before purchase.

Reporting and support targets

Report service ID, affected hostname/IP, start time, error and

diagnostics to support@jinix.cloud. Never include secrets. Publish

response targets only after staffing is confirmed: Critical

`[ADMIN: target]`; High `[ADMIN: target]`; Normal `[ADMIN: target]`.

First response is not a resolution guarantee.

Service credits

Credit schedule, eligible products, maximum credit, exclusions and claim

deadline: `[ADMIN: approved service-credit table and claim window]`. If

no credit program is approved, remove the credit promise and state that

no SLA credit is offered. Claims must identify the service and affected

period.

Limits

This SLA does not guarantee every customer application will be

error-free or reachable from every network. It does not replace backups

or customer-side redundancy. Non-waivable legal rights remain

unaffected.

Contact: support@jinix.cloud