Jitbit SLA Policy - 99.98% Uptime Guarantee for SaaS Helpdesk

This is the Service Level Agreement (SLA) policy for the SaaS version of Jitbit Helpdesk. It defines the uptime commitment we make to every customer, how we measure it, and what happens if we fall short. If you are looking for information about implementing SLA rules in Jitbit for your business, refer to our SLA management feature instead.

Monthly Uptime Guarantee: 99.98%

Jitbit guarantees a monthly uptime of 99.98% for our SaaS helpdesk, excluding planned maintenance windows. In practical terms, this means no more than approximately 8 minutes of unplanned downtime per month.

Planned maintenance windows are announced in advance on our status page and are scheduled during weekends or widely recognized international holidays only (such as New Year's Day). If we apply an urgent fix during a business day, that counts toward downtime -- it is not classified as planned maintenance.

This uptime target reflects the reliability of our Amazon AWS infrastructure, which runs across multiple availability zones with redundant power, networking, and cooling systems. In over 15 years of operating Jitbit Helpdesk, we have never experienced a major outage -- the longest disruption in our history lasted less than one hour.

SLA Credit Policy: 10X Downtime Compensation

If verified downtime causes our service to fall below the 99.98% uptime guarantee, you are eligible for a credit worth 10 times the value of the affected period. For example, if the helpdesk is unavailable for one day, you receive a 10-day service credit.

To claim a credit:

1. Open a support case with Jitbit describing the downtime you experienced.
2. We verify the incident against our independent monitoring records.
3. You choose how to receive the credit -- as a payment refund or as a free service extension.

There is no fine print or complicated claim process. If we did not meet our SLA, we make it right.

How We Track and Verify Uptime

Jitbit does not self-report uptime. We use a third-party monitoring service that sends TCP and HTTP requests to our infrastructure every 60 seconds, around the clock. The results are published in real time to our public status page.

Both the monitoring service and the status page are operated by an independent company and hosted on infrastructure entirely separate from Jitbit's. You can verify this yourself by examining the DNS records for statuspage.jitbit.com, which point to servers outside our control. This separation ensures that even during a complete Jitbit outage, the status page remains accessible and accurate.

You can also subscribe to status page notifications to receive real-time alerts about scheduled maintenance and any service disruptions.

Infrastructure Behind Our SLA Commitment

Our uptime guarantee is backed by the same enterprise-grade infrastructure that powers some of the world's largest web applications:

• Amazon AWS hosting across US-East (Virginia) and US-West (California) regions, providing geographic redundancy.
• Automated database backups every 2 hours, with hourly transaction log backups enabling point-in-time recovery. See our full backup policy.
• 24/7 automated monitoring with instant alerts that enable our team to respond to issues before they affect customers.
• AES-256 encryption at rest and TLS 1.2/1.3 in transit for all data.

For the complete picture of how Jitbit protects service continuity, see our Business Continuity Plan, which details recovery time objectives, incident response procedures, and failover strategies.

Scope of This SLA Policy

This SLA policy covers the core Jitbit Helpdesk application, including the web interface, REST API, and email processing servers. It applies to all paid SaaS helpdesk plans.

The following are excluded from uptime calculations:

• Planned maintenance windows announced on the status page
• Force majeure events (natural disasters, government actions, widespread internet outages)
• Issues caused by customer-side configurations (DNS misconfigurations, firewall rules, browser issues)

Questions About Our SLA Policy?

If your procurement or security team needs additional SLA documentation for vendor assessments or compliance reviews, contact us directly. You can also review our penetration testing policy and security and privacy FAQ for a complete picture of Jitbit's security posture. Ready to see the helpdesk in action? Start a free 21-day trial.