Hardware
We stand behind our computers with an "unlimited free replacement warranty" for ALL Dedicated Hosting Solutions, including individual parts ordered as upgrades from JITSL.

JITSL will replace, at no charge (including labor), the following components or system parts: System Enclosures or cases, CPU or Processors, Random Access Memory (RAM), System Motherboards, Controllers, Ethernet Adapters, Ethernet or Network Cards, CD ROMs, Floppy Drives, IDE or SCSI Hard Disk Drives, SCSI Adapters, Video Cards, Sound Cards, Surge Protectors and Un-interrupted Power Supplies (UPS), Network and Power Cables, System Power Supplies, System Fans.

Repair will start upon our identification of the hardware failure and will be completed within 2 hours from problem identification.

Network
JITSL uses Cisco switches, routers, and other networking equipment. Redundant components are used to ensure uptime and minimize failure. Our network is connected through multiple OC-3 and OC-12 fiber optic lines within our dual OC-48 SONET Ring to several backbone providers, for fast, reliable connectivity.

Network Uptime
JITSL guarantees network availability of 99.9% in a given month (43.2 minutes downtime per month), excluding scheduled maintenance. Network is considered unavailable if there is a 100% packet loss from JITSL to its backbone providers. We will refund customers 5% of the monthly fee for each additional hour of downtime (up to 100% of customer's monthly fee). Network infrastructure is all equipment, from the cable connected to the server's NIC to the backbone provider, and includes routers, switches and cabling. Downtime is measured past 10 minutes after notification of network failure, via the ticketing system. If the ticketing system itself is unreachable, the ticket must be started by calling the NOC. JITSL personnel will determine end of downtime by a traceroute to the customer's machine from outside JITSL.

Claiming Refunds
The Customer is responsible for notifying the billing department for any credits due for the month within seven days from the time of the incidence. Customer should supply all relevant information, including ticket numbers, for refund to take place. Denial of customer claims may be appealed through the normal escalation procedure.

Customer Spamming Policy
JITSL has zero tolerance for spam originating from our customers, or from our customers' customers, or for spam advertising Web sites of our customers or our customers' customers.

* Service Agreement is updated time to time as per Global Internet Policy without any notice.