What you can expect when JibeONE operates your deployment.

This Service Level Agreement ("SLA") describes the availability commitment and support targets for the JibeONE service provided by JibeAIs, LLC ("JibeONE") in a hosted deployment. It forms part of the Terms of Service. Where JibeONE is deployed on-premises or in a Customer's own private cloud, availability depends on infrastructure the Customer operates, and this SLA applies only to components JibeONE is contracted to operate.

1. Definitions

"Monthly Uptime Percentage" is calculated for each calendar month as: (total minutes in the month, minus Excluded minutes, minus Downtime minutes) ÷ (total minutes in the month, minus Excluded minutes), expressed as a percentage. "Downtime" means the production service is unavailable for its core function, as measured by JibeONE's monitoring. "Excluded" time is described in §4.

2. Availability commitment

JibeONE targets a Monthly Uptime Percentage of 98% for the production service.

3. Planned maintenance

We may perform planned maintenance within announced maintenance windows, targeting low-traffic periods and giving reasonable advance notice for maintenance expected to cause an interruption. Time within an announced maintenance window is Excluded time.

4. Exclusions

Downtime does not include unavailability caused by: (a) planned maintenance; (b) factors outside JibeONE's reasonable control, including force majeure and failures of networks or facilities not operated by JibeONE; (c) the Customer's own infrastructure, network, configuration, or software (including on-premises and private-cloud environments the Customer operates); (d) the Customer's or a user's acts or omissions, including breach of the Acceptable Use Policy; (e) suspension in accordance with the Terms; or (f) beta, preview, or free features.

5. Support and response targets

We provide support during standard business hours with target response times by severity:

Severity	Description	Target response
S1 - Critical	Production service down or unusable	2 business hours
S2 - High	Major function impaired, no reasonable workaround	1 business day
S3 - Normal	Minor or partial impact, workaround available	2 business days
S4 - Low	Question or enhancement request	3 business days

[Support tiers and hours are defaults flagged for confirmation; enhanced or 24x7 support may be offered under specific plans.]

6. Escalation

If a response target is missed, or an S1 issue is not progressing, the Customer may escalate to hello@jibe.one with "ESCALATION" and the ticket reference, and we will engage the next support tier.

7. Remedies

If the Monthly Uptime Percentage falls below the committed target in a given month, the Customer's sole and exclusive remedy is to request a review; JibeONE will investigate, share findings, and apply corrective action. [This draft states a "no service credits" default; a service-credit schedule may be substituted for specific plans and is flagged for confirmation.]

8. Claim procedure

To raise an availability claim, contact hello@jibe.one within 30 days of the end of the affected month, with the dates, times, and impact of the incident. Claims made after that period, or for periods of Excluded time, are not eligible.

9. Changes

We may update this SLA on renewal or on reasonable notice; the current version is always posted here with its "last updated" date.