Service Level Agreement

This page explains general service expectations for JIJ hosting and support. Specific client agreements may define additional terms.

Availability Goal

JIJ works to provide dependable hosting and infrastructure for client websites. Availability can be affected by maintenance, upstream providers, DNS propagation, client code, third-party services, registrar issues, or events outside JIJ control.

Support Response

Support is prioritized by severity, business impact, account status, and the information provided. Issues affecting live websites, payment flows, DNS, email delivery, and account access receive higher priority.

Maintenance

Planned maintenance may be performed to improve security, reliability, performance, or compatibility. JIJ will communicate client-impacting work when practical.

Client Responsibilities

Clients are responsible for accurate account information, timely payment, lawful content, secure credentials, third-party licenses, and reporting issues with enough detail to investigate.

Exclusions

The SLA does not cover problems caused by client code, third-party platforms, registrar actions, DNS changes outside JIJ control, payment processor outages, or unauthorized account activity.