JumpCloud SLA
99.9% uptime guarantee (Premium Support (Platform Prime included, or $2/user/mo add-on) plan only)
Official SLA Commitment
Applies to
Premium Support (Platform Prime included, or $2/user/mo add-on) plan only
Scope
JumpCloud Service availability measured cumulatively across all services made available in the calendar month
Measurement
Uptime = [((Total minutes × Number of Services) − Downtime) / ((Total minutes × Number of Services) − Excluded Downtime)] × 100. Downtime = cumulative minutes each service is inaccessible (e.g. RADIUS + LDAP + MFA each down 10 min = 30 min total).
Exclusions
Planned maintenance; configuration errors by customer; unsupported equipment; issues in customer-controlled environments; force majeure; suspension per agreement; factors outside JumpCloud reasonable control
Not covered
Standard Support paid plans (response-time SLA only, no uptime guarantee); Free tier beyond 30-day trial; customer API Call Code not written by JumpCloud
Promised vs Measured
SLA Promise
99.9%
≤ 43m downtime/month
Measured (30d)
100.00%
≈ < 1m downtime this month
Verdict
Meeting SLA
24h Uptime
100.00%
7d Uptime
100.00%
30d Uptime
100.00%
Pricing & SLA by Tier
| Plan | SLA Guarantee | Price | Meeting 30d? |
|---|---|---|---|
| Free Trial | No uptime SLA | $0 (30-day trial, up to 10 users) | — |
| Device Management | No uptime SLA | $9/user/mo (annual) | — |
| SSO & MFA | No uptime SLA | $11/user/mo (annual) | — |
| Device Identity Management | No uptime SLA | $13/user/mo (annual) | — |
| Platform Essentials | No uptime SLA | Custom (contact sales, max 300 users) | — |
| Platform | No uptime SLA | Custom (contact sales) | — |
| Platform Prime | 99.9% | Custom (includes Premium Support with uptime SLA) | |
| Premium Support add-on | 99.9% | $2/user/mo (annual) |
Source: jumpcloud.com/pricing
SLA Credit Policy
Downtime credits applied as credit or refund (customer's choice) against monthly service fees. Credits are sole and exclusive remedy for uptime failures. Termination right if uptime missed for 3 calendar months in any 12-month period.
| Monthly Uptime | Credit |
|---|---|
| < 99.9% | 10% of monthly fee |
| < 99.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Credits capped at 50% of monthly fee. Must be claimed within 10 days.
Industry SLA Tier Compliance
| Tier | Downtime Budget/Month | 24h | 7d | 30d |
|---|---|---|---|---|
| 99.9%(three nines)JumpCloud's SLA | 43m 12s | |||
| 99.95% | 21m 36s | |||
| 99.99%(four nines) | 4m 19s | |||
| 99.999%(five nines) | 26s |
Equivalent Downtime
Last 24 hours
< 1m
Last 7 days
< 1m
Last 30 days
< 1m
Incident Summary (90 days)
Total Incidents
3
Active Now
0
Resolved
3
Avg. Resolution
2h 31m
JumpCloud SLA: What You Need to Know
JumpCloud guarantees 99.9% uptime measured as jumpcloud service availability measured cumulatively across all services made available in the calendar month. This commitment applies exclusively to Premium Support (Platform Prime included, or $2/user/mo add-on) plan customers — other tiers have no contractual uptime guarantee.
Based on DevHelm's continuous monitoring, JumpCloud currently shows a 30-day measured uptime of 100.00%. This meets their published SLA commitment of 99.9%.
What's Covered (and What Isn't)
JumpCloud's SLA specifically covers jumpcloud service availability measured cumulatively across all services made available in the calendar month. It explicitly excludes: Standard Support paid plans (response-time SLA only, no uptime guarantee); Free tier beyond 30-day trial; customer API Call Code not written by JumpCloud. This means outages in excluded components don't count toward SLA credits.
Impact on Your Application
At 100.00% uptime, you can expect approximately < 1m of cumulative downtime per year from JumpCloud alone. If your application depends on additional services, their independent failure probabilities compound — making dependency monitoring essential for maintaining your own SLA commitments.
Monitoring Methodology
DevHelm tracks JumpCloud's official status page continuously and aggregates component-level status data into uptime percentages. Data is refreshed every 5 minutes. Uptime is calculated as the percentage of time all components report operational status.
