JUNGLENODE / LEGAL CENTRE
Service level agreement
IMPORTANT / PLANNED SERVER CHANGES
We’ll let you know before we make changes.
24–48 hoursadvance notice for planned work affecting your serverIf we plan to change, upgrade, move or repurpose a server hosting your service, a JungleNode team member will contact you 24–48 hours before the scheduled work, or earlier where practical. Contact will be by email, a phone call or a direct message through your support/account channel.
Don’t be alarmed by a planned maintenance notice. We’ll explain the reason for the work, the affected service, the planned window and time zone, any expected downtime, and anything you need to do.
Keep your account contact details current. We will never ask for your password or authentication code in a maintenance message. You can check a message through the existing support portal before acting.
Urgent exception: emergency security fixes, active incidents, a safety risk or an immediate legal requirement may need action without the full notice period. We will notify affected customers as soon as reasonably practicable, explain the reason and provide progress updates.
What this SLA covers
This policy describes communication, maintenance and incident handling for the hosting service identified in your order. A signed service schedule or the terms accepted at checkout must state any numerical availability target, measurement method and service credits. No uptime percentage, credit rate or guaranteed response time is currently specified in this draft.
Planned changes and protection of your service
Scheduled work should be planned to minimise disruption. Where a move changes your connection details or requires action, the notice will explain that action and the intended transition. Repurposing physical hardware does not permit us to silently remove your contracted service or erase your files. Any material reduction in the service or contractual change must follow the applicable notice and consumer-rights requirements.
We will send a completion or rescheduling update through the relevant account channel. Email is the normal durable record; a call or direct support message may also be used. A public status notice supplements, rather than replaces, a service-specific notice where one is required.
Incidents and status updates
Report a problem through the authenticated ticket area with your service reference, approximate start time and a description. We will investigate the affected service and provide updates when information is available. An unconnected status feed, an empty incident list or an “Operational” indicator is not an absolute guarantee that a particular service has no fault.
The browser hosting guide is automated. It does not monitor infrastructure and is not a live agent. Support hours, priority levels and emergency escalation contacts must be agreed in the service schedule.
Availability measurement and remedies
A final service schedule must identify the monitored endpoint, measurement period, treatment of partial failures, approved maintenance windows and any narrowly defined exclusions. Exclusions cannot remove our responsibility for a failure where the law makes us responsible.
If credits are offered for a plan, its schedule must explain eligibility, calculation, how to request them and a reasonable claim period. A service credit does not replace statutory remedies or make an unlawful liability exclusion effective.
Events beyond reasonable control (force majeure)
An event outside reasonable control may prevent or delay an affected obligation despite reasonable precautions. Examples may include severe flooding, earthquakes, lightning, exceptional storms, wildfire, war, terrorism, civil emergencies or an external widespread utility failure. Natural events are sometimes called “acts of God”. The label alone does not automatically excuse a failure.
The affected party must notify the other promptly, describe the impact, take reasonable steps to reduce disruption and resume performance, and keep the other informed. Relief applies only to the obligation actually prevented and only for the period reasonably affected. Lack of funds, ordinary equipment maintenance, avoidable capacity shortages or a failure to take reasonable precautions is not automatically covered.
If a material interruption continues for more than 30 days, either party may end the affected service without an early termination charge. JungleNode will refund prepaid charges for the unused period after termination; any additional refund or remedy required by law remains available. This clause does not excuse negligence or remove non-excludable rights, data-protection obligations or refunds required by law.
Drafted with reference to CMA guidance on unfair contract terms. The treatment of a particular event depends on the facts.
Your rights remain protected
Nothing in this SLA limits consumer rights to services supplied with reasonable care and skill, or other rights and remedies that cannot lawfully be restricted. Consumer Rights Act 2015, section 49 and section 57 apply where relevant.