Justuno Service Level Agreement
This Service Level Agreement (this “SLA”) applies to the Justuno Platform (“Platform”). Any terms that are not defined in this SLA shall have the meaning set forth in the Justuno Terms of Service.
Definitions
“API Interruptions” means interruptions due to independent Justuno integration partners, including ESP, eCommerce, Social and other Supported Platforms.
“Business Hours” means 7:00 a.m. to 6:00 p.m. [Pacific Time], Monday through Friday, excluding Justuno-observed holidays.
“Defect” means a reproducible failure of the Platform to perform materially as described in Justuno’s documentation.
“Initial Response” means the first reply from a Justuno support representative (not an automated acknowledgment) confirming receipt of the ticket, its assigned Priority Level and next steps.
“Priority Level” means the classification (P1–P4) Justuno assigns to a Defect based on its impact, as described below.
“Resolution” means a correction of the Defect, or a Workaround that reduces the Defect to a lower Priority Level.
“Workaround” means a temporary fix, configuration change or procedure that restores the affected functionality or materially reduces the Defect’s impact.
“Service Availability” means the uptime of a Platform and can be monitored 24 hours per day, 7 days a week at http://status.justuno.com/
“Service Interruption” means, except for scheduled system maintenance, the period of time that a Platform is either (a) not available for Customer log-in or (b) substantially not functioning. API Interruptions and other circumstances beyond our control shall not constitute Service Interruptions.
“Standard Support” means the support provided by Justuno support desk representatives in response to a ticket submitted by Customer through https://hub.justuno.com
Service Availability
The Platforms will be operational and available to Customer 24 hours per day, 7 days per week at least 99.9% of the time in any calendar month, except for scheduled maintenance and upgrades, and excluding API Interruptions (the “Service Availability SLA”). Where reasonably possible, if Justuno does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer's sole and exclusive remedy for any failure by Justuno to meet the Service Availability SLA.
| Service Availability of a Platform | "Service Credits" means days of Service added to the end of the Term at no charge to Customer |
| < 99.9% - >= 99.0% | 3 |
| < 99.0% - >= 95.0% | 7 |
| < 95.0% | 15 |
Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Justuno within 30 days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit.
Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by Justuno to Customer for all downtime that occurs in a single calendar month shall not exceed 15 days of Service added to the end of Customer's Term. Service Credits may not be exchanged for, or converted to, monetary amounts.
Customer Support
Justuno will provide Customer with Standard Support in English during business hours. Additional access to online support portal and ticket submission will be available 24 hours per day, 7 days per week at https://hub.justuno.com.
Defect Priority Levels and Resolution Targets
When Customer reports a Defect through https://hub.justuno.com, Justuno will assign a Priority Level based on the Defect’s impact on Customer’s use of the Platform and on Customer’s live website. Justuno will use commercially reasonable efforts to meet the targets below.
| Priority | Definition | Examples |
|---|---|---|
| P1 – Critical | The Platform is unavailable, or a Defect is causing severe harm to Customer’s live website or data, and no Workaround exists. | Justuno code prevents Customer’s site or checkout from loading; no campaigns render on the live site; Customer cannot log in; submitted lead data is not being captured or stored |
| P2 – High | A major feature is materially impaired, or a P1-type issue affects only part of Customer’s site or account. A Workaround may exist but is impractical. | A published campaign or trigger stops displaying; a Justuno-side failure stops leads syncing to Customer’s ESP; campaigns cannot be published or edited; reporting data is missing |
| P3 – Medium | A non-critical feature is impaired, or a reasonable Workaround exists. Business impact is limited. | A display issue on one browser or device; a single targeting rule behaving inconsistently; delayed reporting; a design editor bug with a Workaround |
| P4 – Low | Cosmetic issues, general questions, documentation requests and feature requests. Platform functionality is not affected. | Minor visual issues in the dashboard; how-to questions; enhancement requests |
| Priority | Initial Response | Status Updates | Target Resolution |
|---|---|---|---|
| P1 | 1 hour, 24×7 | Every 2 hours | 24 hours, with continuous effort until resolved |
| P2 | 4 Business Hours | Every Business Day | 3 Business Days |
| P3 | 1 Business Day | Weekly | 15 Business Days or next scheduled release |
| P4 | 2 Business Days | As needed | At Justuno’s discretion |
Priority Assignment. Customer may request a Priority Level when submitting a ticket. Justuno will set the Priority Level reasonably and in good faith using the definitions above. Justuno may change it as more information becomes available or as the impact changes, and will tell Customer when it does.
Reporting P1 Defects. To receive the 24×7 P1 Initial Response, Customer must report P1 Defects by selecting “P1 – Critical” when submitting a ticket / designated emergency channel. Justuno will begin work on P1 Defects reported any other way outside Business Hours on the next Business Day.
Response and Resolution Times. Times are measured from when Justuno receives a ticket that includes the information listed under Customer Responsibilities. For P2 through P4, only Business Hours are counted. Time spent waiting for Customer information, access or action is not counted.
Workarounds. When Justuno provides a Workaround, the Defect will be moved to the appropriate lower Priority Level, and any permanent fix will follow that level’s targets. Permanent fixes that require code changes are delivered through Justuno’s standard release process.
Customer Responsibilities. To help Justuno resolve Defects quickly, Customer will provide:
- the affected URL(s) and campaign name(s)
- steps to reproduce the Defect
- the browser and device used
- screenshots, recordings or browser console errors, where available
- the time the issue was first observed
Customer will make knowledgeable staff available and give the reasonable access needed to investigate. If Customer does not respond to a request for information within [5] Business Days, Justuno may close the ticket, and Customer may reopen it at any time.
Exclusions. The targets in this section do not apply to:
- External (non Justuno related) API Interruptions
- issues caused by Customer’s website code, theme or hosting
- issues caused by third-party scripts, tag managers or content security policies
- custom JavaScript, HTML or CSS added to campaigns by Customer or a third party
- beta or pre-release features
- feature requests
- circumstances beyond Justuno’s reasonable control
No Service Credits for Response or Resolution Times. Response and resolution times are targets, not guarantees. Missing them does not entitle Customer to Service Credits or any other remedy. Service Credits are available only as described under Service Availability.
Escalation. If Customer believes a Defect has not been handled as described in this section, Customer may escalate by replying to the ticket asking for escalation / escalation contact. A support manager will review the ticket within 1 Business Day.