SLA & Uptime Commitment

This commitment applies to active Pro-plan subscriptions on JestBot’s hosted infrastructure — the dashboard, agent panel, chat/data APIs, and embeddable widget delivery. Free and Starter plans are provided on a best-effort basis without a formal uptime commitment or service credits, though in practice all plans run on the same underlying infrastructure. This commitment does not cover the uptime of third-party BYOK model providers (OpenAI, Anthropic, Gemini, Groq, Mistral) when you’ve configured your own key — their availability is governed entirely by their own status and terms, outside our control.

We target 99.9% monthly uptime for core services on the Pro plan, which allows for roughly 43 minutes of unplanned downtime per 30-day month before it falls below target. This is a commitment we hold ourselves to operationally, not a guarantee backed by unlimited financial liability — see Section 6 for what happens if we miss it.

Uptime is calculated as: (total minutes in the month − downtime minutes, per Section 4) ÷ total minutes in the month, expressed as a percentage. Measurement is based on our own internal monitoring of the chat API and widget delivery endpoints, checked at regular intervals throughout each month.

Downtime means the chat API returns error responses to a majority of valid requests, or the widget script fails to load or fails to establish its SSE connection, for a continuous period of five minutes or longer, as measured by our own monitoring. Brief blips under five minutes, or errors caused by exclusions in Section 5, are not counted as downtime.

Uptime calculations exclude:

• Scheduled maintenance windows announced per Section 9
• Downtime caused by a BYOK provider outage (OpenAI, Anthropic, Gemini, Groq, or Mistral being unavailable)
• Issues caused by your own network, DNS, browser extensions, or misconfiguration (e.g. an incorrect domain allowlist blocking your own widget)
• Issues with third-party services you’ve connected that are outside JestBot’s infrastructure (e.g. Firebase push delivery delays)
• Force majeure events — natural disasters, internet backbone failures, or other events outside our reasonable control

If monthly uptime for a Pro account falls below 99.9%, that account is eligible for a service credit applied to the next billing cycle’s invoice. Credits are the sole remedy under this commitment — they are not issued as cash refunds, and this commitment does not create liability beyond the credit amounts described below.

JestBot does not currently offer automatic service credits for service interruptions. Any service credits or other remedies for downtime will be provided only where expressly agreed in a customer's applicable order, subscription agreement, or other written agreement with JestBot.

Credits are not applied automatically. You must request one within 30 days of the end of the affected billing period via the contact page, referencing the month and, if you have it, the approximate time window of the outage you experienced. We’ll verify against our own monitoring records and apply the credit to your next invoice if the shortfall is confirmed.

Where possible, planned maintenance that may affect availability is scheduled outside peak hours and announced in advance via the dashboard banner or email, typically at least 24 hours ahead for routine maintenance. Planned maintenance does not count against the uptime target regardless of how long it runs, though we aim to keep maintenance windows as short as possible.

If your bot is configured to use your own OpenAI, Anthropic, Gemini, Groq, or Mistral key, and that provider experiences an outage, your bot will be unable to generate responses even though JestBot’s own infrastructure is fully operational. This is explicitly excluded from our uptime calculation (Section 5) since it’s outside our control — for maximum resilience during a provider outage, some customers keep a secondary bot or fallback configuration on the default Ollama-backed model.

To report a suspected outage in real time, or to request historical uptime information for your account, contact us via the contact page.

JestBot does not currently operate a public status page. Customers may request relevant uptime or incident information through the contact page.

We may revise uptime targets or credit schedules as our infrastructure matures. Changes that reduce the commitment for existing Pro subscribers will be communicated by email in advance of taking effect, with a reasonable notice period.