Service Level Agreement

This Service level Agreement (“SLA”) is an addendum to the JetStream Master Subscription Agreement and defines the service levels that JetStream Security, Inc (“JetStream”) will endeavor to provide for maintenance and support of the Application (“Service”) for the organizations (“Customer”) using the paid service. JetStream reserves the right to modify the scope for the maintenance and support of the Service provided JetStream shall provide the Customer written notice.

1. Uptime

JetStream will use commercially reasonable efforts to make the Service available to the Customer with a Monthly Uptime Percentage of at least 99.9%; “Monthly Uptime Percentage” means a percentage of the availability of the Product during a 1 month period calculated as follows:

(Total – Nonexcluded – Excluded)/(Total-Excluded)) *100

Where:

• “Total” means the total number of minutes in the calendar month;
• “Nonexcluded” means downtime that is not excluded; and
• “Excluded” means:
  • Any downtime during planned maintenance (not to exceed 10 hours in any calendar month) for which JetStream gives 2 business days or more hours notice
  • Any unavailability cause by circumstances beyond JetStream’s reasonable control, including, without limitation, acts of God, acts of government, flood, fire, earthquakes, civil unrest, acts of terror, strikes or other labor problems (not involving JetStream employees), third-party Internet failures or delays (other than those suppliers under contract with JetStream)
  • Infrastructure-as-a-Service provider outages in Customer’s region or that otherwise affect JetStream’s ability to provide the JetStream service, or unavailability caused by Customer’s conduct or error

1. Service Availability Remedies
   1. Should JetStream fail to make the Service available as set forth above, Customer may continue to use the Subscription Service but receive a refund of 1/30^th the monthly fee for each date the Service is affected by making a claim in writing to JetStream as described below. All claims of unavailability with be verified against JetStream’s system records; should JetStream dispute any period of unavailability alleged by Customer, JetStream, will provide to Customer a record of JetStream Subscription Service availability for the applicable period.
   2. Reporting, Claims and Notices. To claim a remedy under this SLA, Customer shall send JetStream a notice via email address to support@jetstream.inc within 15 business days after the end of each calendar month. All claims will be verified against JetStream’s systems of record, and should JetStream dispute any period of unavailability alleged by Customer, JetStream will provide to Customer a record of JetStream Subscription Service availability for the applicable period. JetStream will provide such records in response to claims made by Customer in good faith.
2. Technical Support
   1. During JetStream’s working hours (“Business Hours”), JetStream shall receive support requests in connection with Errors, each one with its own tracking number (“Support Request”). “Error” refer to verifiable and reproducible failure of the Product to materially perform the functions described in the Product’s documentation. JetStream will then validate that the Support Request is covered by a valid support contract and will:
      1. Respond to each Support Request based on the Severity level described below as determined by JetStream
      2. Use commercially reasonable efforts to resolve the Support Request. These efforts may including, but are not limited to, configuration changes, patches that fix the reported issue, or redeployment of product components.
   2. Support Request may be submitted :
      1. by opening a Support Request directly in the JetStream user interface
      2. sending an email to support@jetstream.inc
      3. (optional) reporting the support issue on the shared Customer/JetStream slack channel
   3. Support Request should include the following information to expedite the ability to JetStream to resolve the Support Request
      1. Detailed steps required to enable JetStream personnel to replicate the error
      2. Exact wording of error message, or a screenshot of the error message
      3. Any other data that JetStream may reasonably request in order to reproduce operating conditions similar to those present when the error occurred.
   4. Business Hours
      1. Standard support via phone is available from 8AM US eastern time until 6PM pacific time.
      2. Enterprise support via phone is available 24 hours a day
      3. Support is available via email and messaging apps continuously for non-business critical issues
3. Severity Levels
   1. Each Support Request that has a validated error shall by classified by JetStream and assigned a level of severity (“Severity Level”) in accordance with the following criteria where response times are measured based on timestamp of notification:

1. Unapproved modifications to the Product
2. Installation or setup adjustments made by the Customer without instruction being provided by JetStream
3. Use of the Product in a manner which violates the Agreement or applicable law
4. Negligence or misconduct

1. Customer agrees to receive communications via email, telephone, messaging app or other reasonable formats.
2. Report material problems with the Product and implement reasonable corrections as provided by JetStream support.