Edge & Security
JumpCloud SLA credit guide
What JumpCloud owes you when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
What SLA credit are you owed when JumpCloud is down?
When JumpCloud (PREMIUM support tier only) falls below its 99.9% monthly uptime commitment, you're owed an SLA service credit worth 10%–50% of the affected service's monthly spend — larger the further uptime fell — claimable within 10 days of the end of the affected billing month. It's a credit toward a future invoice, not a cash refund.
Uptime commitment
99.9%
Filing window
10 days
counted from the end of the affected billing month
Services with SLA data
1
Credit calculator
SLA target is 99.9% — enter what you actually observed.
Enter your monthly spend above to see the dollar credit for a 10% tier.
Estimate only, from the vendor’s published tiers — the final credit is set by the vendor against your actual invoice and their SLA definitions.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| 99% – under 99.9% | 10% of spend |
| 95% – under 99% | 25% of spend |
| below 95% | 50% of spend |
RARE AND WORTH SAYING OUT LOUD: JumpCloud will "either credit or refund Customer, AT CUSTOMER'S OPTION" — this is one of the very few SLAs we track where actual cash is on the table rather than a fee credit, so elect the refund explicitly in the request. THE OBVIOUS DOCUMENT IS THE WRONG ONE: the JumpCloud Terms of Service at jumpcloud.com/legal/daasa contains NO uptime section — clause 2.4 merely incorporates by reference the Support Description for the Selected Support Tier at jumpcloud.com/policies. The availability SLA lives inside the SUPPORT DESCRIPTION – PREMIUM (Last Updated December 5, 2023). The SUPPORT DESCRIPTION – STANDARD contains no uptime commitment whatsoever, so a Standard-tier customer is owed nothing however bad the month was: confirm the support tier on the Order before promising money. Commitment is 99.9% Uptime per calendar month; tiers are 10% (<99.9%), 25% (<99%) and 50% (<95%) of the Service Fees for that Calendar Month, with no aggregate cap published, and this is stated to be the sole and exclusive remedy. TEN DAYS FROM MONTH-END — one of the shortest windows we track — and the request must be in writing. THE DILUTION IS THE REAL TRAP: Uptime is measured CUMULATIVELY ACROSS EVERY SERVICE JumpCloud offers (the list currently names 17 — User Console, Admin Console, Agent-based Authentication, LDAP, RADIUS, SAML, SCIM, MFA, API infrastructure, Policies, Command Runner, Workday/G Suite/Office 365 integrations, MDM, System Insights, Directory Insights — while the document's own worked example still says 16, and JumpCloud may update the list "with or without notice"). Because the denominator is multiplied by the Number of Services, ONE service being down does not move the aggregate much: at 17 services a single service must be unavailable for roughly 12 hours in a 30-day month before Uptime even falls below 99.9%. Compute the claim on the aggregate formula, not on the single product you noticed failing. All Credit Requests are subject to verification against JumpCloud's own system records.
How to file a JumpCloud SLA credit claim
Portal: JumpCloud Support — written Credit Request ↗
- 💰 ELECT THE REFUND, IN WRITING: JumpCloud will "either credit or refund Customer, at Customer's option". Cash is genuinely on the table here, which is rare — say explicitly in the request which you are choosing, or you will be given a credit by default.
- ⚠️ PREMIUM SUPPORT ONLY: the uptime SLA lives in the Support Description – Premium. The Support Description – STANDARD contains no uptime commitment whatsoever, so a Standard-tier customer is owed nothing however bad the month was. Confirm the tier on the Order first.
- ⚠️ THE TERMS OF SERVICE ARE A DECOY: jumpcloud.com/legal/daasa has no uptime section — clause 2.4 only incorporates by reference the Support Description at jumpcloud.com/policies. Cite the Premium Support Description (Last Updated December 5, 2023), not the ToS.
- ⏰ TEN DAYS FROM THE END OF THE CALENDAR MONTH — one of the shortest windows we track. The Credit Request must be in writing and inside that window; paste the claim text from section 8.
- ⚠️ COMPUTE THE AGGREGATE, NOT THE ONE PRODUCT YOU NOTICED: Uptime = [((total minutes in the month × Number of Services) − Downtime) ÷ ((total minutes × Number of Services) − Excluded Downtime)] × 100, where Downtime is the cumulative minutes EACH service was inaccessible. With ~17 services in the list, one service must be down roughly 12 hours in a 30-day month before Uptime even falls below 99.9%.
- Tiers: 10% (below 99.9%), 25% (below 99%), 50% (below 95%) of the Service Fees for that Calendar Month. All Credit Requests are verified against JumpCloud's own system records, so bring your own timeline.
- Excluded Downtime: your configuration errors, blocking required maintenance, unsupported equipment/software, acts of god, beta or trial versions, notified Scheduled Maintenance, and running anything other than the LATEST JumpCloud Agent — check the agent version before filing.
Evidence you’ll need
- •A written Credit Request
- •The affected Calendar Month
- •Which of the Number of Services were not accessible, and for how many minutes each
- •Whether a credit or a refund is elected
Common exclusions
- •Customers on the Standard support tier (its Support Description contains no uptime commitment at all)
- •Configuration errors made by the Customer
- •Customer preventing JumpCloud from performing required maintenance or upgrades
- •Customer's unsupported equipment or software, or services outside JumpCloud's reasonable control
- •Floods, war and acts of god
- •Beta or trial versions of the Service
- •Scheduled Maintenance communicated in advance with reasonable notice
- •Use of other than the latest version of the JumpCloud Agent
Frequently asked
What is JumpCloud's SLA uptime commitment?
JumpCloud (PREMIUM support tier only) carries a 99.9% monthly uptime commitment.
How much credit can I claim if JumpCloud misses its SLA?
Credits are tiered by measured uptime, from 10% up to 50% of the monthly service spend for the affected service, depending on how far below 99.9% availability fell.
What is the deadline to file a JumpCloud SLA credit claim?
Claims are generally due within 10 days of the end of the affected billing month (verify the exact clause in JumpCloud's SLA before filing).
Does Ontracko file JumpCloud SLA credit claims for me?
Ontracko monitors JumpCloud for free, detects SLA breaches automatically, and assembles the complete claim package (evidence + credit math + claim text). You file it; Ontracko charges 8% only on credits that are actually recovered.
Let Ontracko file it for you
Connect JumpCloud and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.