1. Commitment
Joy targets 99.99 % monthly network availability per compute region. Availability is measured per calendar month as the percentage of minutes in which the region's network delivered traffic to and from customer services.
2. Service credits
| Monthly availability | Credit |
|---|---|
| Below 99.99 % | 5 % of the monthly fee for affected services |
| Below 99.9 % | 10 % |
| Below 99.0 % | 25 % |
Credits are applied to the wallet or the next invoice and are the sole remedy for unavailability. Credits are not paid as cash except as the Refund Policy provides.
3. Exclusions
- Scheduled maintenance, up to 4 hours per month, announced in advance in the Updates feed and by email
- Faults inside your operating system or applications
- Suspension for non-payment or a violation of the Acceptable Use Policy
- Events outside our reasonable control, including upstream carrier failures we route around as quickly as possible
- Beta and "soon" services, which carry no availability commitment
4. Support response targets
| Priority | First human response |
|---|---|
| Urgent (service down, under attack) | 15 minutes, 24/7 |
| High | 1 hour, 24/7 |
| Normal | 4 hours, 24/7 |
| Low (feature requests, feedback) | 24 hours, business days |
5. Dedicated hardware
Failed components on dedicated servers are replaced within 4 hours of diagnosis, 24/7. Data on failed drives is not recoverable; the Replacement Policy applies.
6. Claiming a credit
Open a billing ticket within 30 days of the end of the month in question, naming the affected services and the period. We verify against our monitoring and the status page history and apply the credit within 3 business days.