Service Level Agreement

Last updated: March 2026

We keep our legal documents clear and jargon-free. If anything is unclear, contact us and we'll explain it in plain language.

Our Commitment — In Plain Language

We commit to making your website available at least 99.9% of the time, measured monthly. That means no more than about 43 minutes of unplanned downtime in a typical month. If we miss this target, you receive a service credit on your next invoice.

Uptime Commitment

We commit to 99.9% monthly uptime for all paid hosting plans. Uptime is measured over a calendar month as the total minutes in the month minus any minutes your service was continuously unreachable from at least two independent monitoring locations, divided by the total minutes in the month. Scheduled maintenance, announced at least 72 hours in advance and placed in low-traffic windows, is excluded from this calculation.

What Happens If We Miss Our Target

If monthly uptime falls below 99.9%, you may request a service credit applied to your next monthly invoice. Submit the request within 15 days of the end of the affected month to a@jonnyweb.co.il with the subject line “SLA Credit Request” and your account domain.

Monthly Uptime	Approx. Downtime	Service Credit
Below 99.9% and at least 99.0%	> 43 min/month	10% credit
Below 99.0% and at least 95.0%	> 7.3 hrs/month	25% credit
Below 95.0%	> 36 hrs/month	50% credit

Service credits are your sole and exclusive remedy for availability shortfalls. Credits are applied to your next invoice and cannot be exchanged for cash.

Support Response Times

Response times vary by plan. Emergency issues (full site outage) receive priority treatment regardless of plan.

Plan	Response Time	Availability	Channels
Essential	Within 4 hours	Business hours	Email
Business	Within 1 hour	16 hours/day	Email, WhatsApp
Premium	Within 15 min	24/7	Phone, WhatsApp, Email

Migration Guarantee

All website migrations are performed with zero planned downtime. We use parallel migration — your original site stays live until the new environment is verified and DNS is updated. If any downtime occurs during migration due to our error, your first month of service is free.

Security Commitment

Jonny Shield AI security monitoring is active 24/7 on all plans. We commit to identifying and responding to security threats within 15 minutes of detection. If a security breach occurs due to a failure in our security systems, we will cover the cost of remediation and provide 3 months of free service.

Backup Guarantee

Jonny Vault performs automatic backups daily according to your plan's retention period (7, 14, or 30 days). If a backup fails, we are alerted automatically and resolve it within 4 hours. If we are unable to restore from a backup that should have been available, your next month of service is free.

Price Lock Guarantee

The price you pay at sign-up is your price forever. We will never increase your rate at renewal. If, for any reason, we are forced to change our pricing structure, existing clients will be grandfathered at their original rate for the lifetime of their account.

How to Report an Issue

Report issues through your Jonny Console dashboard, via email to support@jonny.cloud, by calling your dedicated support line, or via WhatsApp (Business and Premium plans). We acknowledge all reports within the response time for your plan level.

Exclusions

This SLA does not cover: downtime caused by scheduled maintenance (communicated 48+ hours in advance), issues caused by your own code or configurations, DNS propagation delays outside our control, force majeure events (natural disasters, wars, etc.), or third-party service outages beyond our infrastructure.

Questions?

We wrote this SLA in plain language because we believe you should understand exactly what you're getting. If anything is unclear, contact us at support@jonny.cloud and we'll explain it — no legal jargon required. Also see our Terms of Service and Privacy Policy.

Questions about this document?

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