Agreements

These agreements form part of the Terms of Service. Where a specific agreement conflicts with the Terms, the specific agreement applies to that service. Capitalised terms have the meaning given in the Terms.

Service Level Agreement

Availability target

Joy targets 99.99% monthly network availability for each compute region. "Network availability" means that the region's edge routers can forward packets to and from the public internet and to customer servers in that region. A region is unavailable when, for a continuous period of at least five minutes, customer servers in that region are unreachable from at least two external monitoring points because of a failure within Joy's network or hypervisors.

Exclusions

Scheduled maintenance announced at least 48 hours in advance on the status page (limited to 4 hours per month); emergency security maintenance; failures inside a customer's server (operating system, applications, firewall rules); suspension for non-payment or AUP violation; DDoS attacks exceeding the capacity of the scrubbing platform; events outside our reasonable control including upstream carrier failures affecting all providers in a facility; and failures of services marked beta or soon.

Service credits

Monthly availability	Credit (of the monthly fee for the affected service)
99.9% – 99.99%	5%
99.0% – 99.9%	10%
below 99.0%	25%

Credits are applied to the wallet on request. Requests must be made by ticket within 30 days of the end of the month in question, naming the affected services and the period of unavailability; Joy's monitoring records are the reference. Credits are the sole remedy for unavailability, do not exceed 25% of the monthly fee, and are not paid in cash.

Hardware replacement (dedicated servers)

Failed components on dedicated servers are replaced within 4 hours of diagnosis, 24/7. Data on failed drives is not recoverable by Joy; customers are responsible for backups.

Acceptable Use Policy

Prohibited activities

• Sending unsolicited bulk email (spam), running open relays or open resolvers, or hosting content advertised by spam.
• Phishing, credential harvesting, malware distribution, command-and-control, or hosting tools whose primary purpose is unauthorised access.
• Port scanning, vulnerability scanning or brute-force attempts against third parties without their documented consent.
• Originating denial-of-service attacks, participating in botnets, IP spoofing, or BGP hijacking.
• Child sexual abuse material, content that incites violence, or content illegal in India, Singapore or the United States.
• Copyright or trademark infringement at scale, including public piracy indexes and unlicensed streaming.
• Cryptocurrency mining on shared compute (VPS); mining is permitted on dedicated servers with prior written approval.
• Interfering with other customers' services, the hypervisors, the network or Joy staff.
• Using the free tier or trial credit through multiple accounts.

Enforcement

Joy may suspend a service immediately where continued operation would harm others or the network (attacks, spam, illegal content) and will notify the customer by ticket. For other violations Joy will normally give 24 hours to remedy before suspension. Repeated or serious violations result in termination without refund. Joy cooperates with law enforcement as described in the Privacy Policy. Reports go to abuse@joy.services.

Marketplace Agreement

Role of Joy

The Joy Marketplace is a venue. Joy reviews listings for accuracy and prohibited items and marks sellers as verified after identity and billing checks, but Joy is not a party to any sale unless escrow is used, and makes no warranty about goods or services listed.

Sellers

Sellers warrant that they own what they list or are authorised to sell it, that descriptions and photographs are accurate, and that they will deliver as described. Sellers must be Joy customers in good standing. Listings of prohibited items (stolen or counterfeit goods, non-transferable licences, third-party accounts, anything breaching the AUP) are removed and marketplace access is revoked.

Buyers

Buyers deal directly with sellers and are responsible for their own due diligence, taxes and shipping arrangements. Prices are agreed in USD and shown in the buyer's currency for convenience.

Escrow

For hardware priced at $500 or more, either party may request Joy escrow by ticket. The buyer pays Joy; the seller ships; the buyer confirms receipt within 7 days of delivery (or raises a dispute); Joy releases funds to the seller less a 2% fee (minimum $10). Disputes are decided by the marketplace team within 7 days on the evidence provided; Joy's decision on the release of escrowed funds is final as between the parties for the purpose of the escrow.

Liability

Joy's liability in connection with the marketplace is limited to the amount of any escrow fee received for the transaction concerned.

Changes

Joy may update these agreements; material changes are announced in the Updates feed and by email 30 days before taking effect, except where required sooner by law.