Review JKZ Network’s service availability targets, uptime measurement, support response expectations, exclusions, and service credit terms for eligible paid plans.
Last updated: August 02, 2026
This Service Level Agreement ("SLA") defines the service availability, performance targets, support channels, and credit remedies provided by JKZ Network URL Shortener. This SLA applies only to customers subscribed to eligible paid plans (such as Team or Enterprise tiers) or as specified in a signed service agreement. Free plans, trials, and beta features are excluded from this SLA.
1. Covered Production Services
This SLA covers the availability of core platform infrastructure, including:
- Short link redirection services.
- Biolink page delivery and rendering.
- QR code redirection and asset serving.
- Developer API endpoint availability.
- User dashboard and API configuration portals.
2. Service Availability Target
JKZ Network URL Shortener targets a monthly uptime availability of **99.9%** for covered services. Availability is calculated on a monthly basis using the following formula:
Availability % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month
Downtime begins when our internal monitoring systems or verified support logs confirm a complete outage of core redirect or API functions, and ends when system connectivity is restored.
3. SLA Exclusions
Uptime targets do not apply to downtime or service degradation resulting from:
- **Scheduled Maintenance**: Routine updates communicated at least 24 hours in advance, performed during off-peak hours.
- **Emergency Maintenance**: Crucial security patches or hardware fixes.
- **DNS Misconfiguration**: Issues with customer-controlled domains, DNS resolvers, registrar holds, or Cloudflare configurations outside our direct control.
- **Third-Party Outages**: Failures of external dependencies, such as upstream cloud hosting providers, internet backbone providers, payment networks, or AI models.
- **Abuse and Security Mitigation**: Throttling or temporary suspension of accounts violating our Acceptable Use Policy or mitigating DDoS attacks.
- **Force Majeure**: Natural disasters, strikes, wars, government regulations, or events beyond our reasonable control.
4. Service Credits
If we fail to meet the 99.9% uptime target in a calendar month, eligible paid customers may request a Service Credit to be applied against their next billing cycle invoice. Service credits are calculated as a percentage of the monthly subscription fee paid for the affected month. **Service credits are the sole and exclusive remedy for uptime target failures.**
- 99.0% to 99.9%: 5% service credit
- 95.0% to 99.0%: 10% service credit
- Below 95.0%: 20% service credit
To submit a claim, you must contact support within 15 days of the end of the affected month with timestamps and logs showing the downtime period.
5. Priority Support Response Guidelines
Paid customers receive priority queue placement. Response targets are as follows:
- **Urgent Issues (System down, redirects broken)**: Target response within 4 hours.
- **Standard Issues (Billing, configuration, account settings)**: Target response within 24 hours.