JAMS Incident Management — Service Level Policy
1. Uptime Commitment. JAMS Software will make the Service available at least 99.9% of the time in any calendar month, calculated as: (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month × 100. “Downtime” means the Service is unavailable to all of Customer’s Authorized Users for more than five consecutive minutes, as measured by JAMS Software’s monitoring systems.
2. Exclusions. Downtime does not include unavailability caused by: (a) scheduled or emergency maintenance, of which JAMS Software will provide reasonable advance notice where practicable; (b) failures of Third-Party Carriers or other infrastructure outside JAMS Software’s control; (c) Customer’s acts or omissions, including misconfigured Flows or Alert Sources; (d) force majeure events under the Agreement; or (e) the Free plan.
3. Service Credits. If JAMS Software fails to meet the uptime commitment in a calendar month, Customer may request a credit against a future invoice:
Monthly Uptime Achieved
Credit
99.0% – <99.9%
5% of that month’s fees
95.0% – <99.0%
10% of that month’s fees
Below 95.0%
25% of that month’s fees
4. Claiming Credits. Customer must submit a written request to incidentmanagementsupport@jamssoftware.com within 30 days of the end of the affected month. Credits are applied to Customer’s next invoice and have no cash value.
5. Exclusive Remedy. Service credits are Customer’s sole and exclusive remedy for any failure to meet the uptime commitment and do not affect the liability cap in the Agreement.
6. Updates. JAMS Software may update this Policy from time to time. Any reduction to the uptime commitment will be communicated to paid customers at least 30 days in advance.
