Service Level Agreement (SLA)
Introduction
At Jielian Technologies Ltd, we believe in keeping our promises simple and clear. That’s why we’ve written this SLA in easy-to-understand language without complicated legal terms.
Network Uptime
We promise that our network will be up 100% of the time each month.
If there is any downtime, we will give you 1 day of service credit for every 15 minutes your service is down.
Hardware Replacement
If your server hardware fails, we will replace it within 2 hours.
If we can’t replace the part right away, we will set up a temporary system within 8 hours to keep you online.
This does not include data recovery – please keep backups in another safe place just in case.
How to Get SLA Credit
To get a credit if something goes wrong, you must:
Send a request within 72 hours of the problem.
Have your account in good standing (no late payments).
Not have any overdue bills for more than 3 business days in the last 2 months.
Make sure your server wasn’t turned off for abuse or non-payment during the outage.
Credit cannot be more than what you paid for that month.
Planned maintenance (which we notify you about) does not count for SLA credit.
Problems caused by your own software or settings do not count for SLA credit.
Issues caused by things outside our control (like natural disasters, war, or unexpected events) also don’t qualify for SLA credit.