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Credit-backed
Publishes an SLA backed by tiered service credits: 99.9% uptime, credits up to 50%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.9%
Uptime
50%
Max credit
10d
Claim window
Credit
Remedy
Premium
Min plan
How to claim
Submission
Written request (Credit Request) · support.jumpcloud.com
Deadline
10 days of incident
Review timeline
Not specified; subject to verification against JumpCloud's system records
Credit applied
Credit or refund at Customer's option
Required evidence: Credit Requests are subject to verification against JumpCloud's system records
Common exclusions
Customer configuration errors
Customer preventing required maintenance
Customer unsupported equipment or software
Circumstances beyond JumpCloud's reasonable control (floods, war, acts of god)
Use of beta or trial versions of the Service
Scheduled Maintenance communicated in advance
Use of other than the latest version of the JumpCloud Agent
Support tiers complementary, not the SLA
Standard
—
Included · 9 AM to 5 PM local time, business days
Premium
SLA-eligible
Custom · 24/7
Per-service SLAs · 5
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
Cloud RADIUS
Cloud RADIUS service
Network Auth
99.9%
covered
Device Management
Device management
MDM
99.9%
covered
JumpCloud Directory
Cloud directory service
Directory
99.9%
covered
JumpCloud MFA
Multi-factor authentication
MFA
99.9%
covered
JumpCloud SSO
Single sign-on
SSO
99.9%
covered
Notes — JumpCloud is a Security & Identity provider. The uptime/service-credit SLA is published in the Premium Support Description, linked from JumpCloud’s support policies page at https://jumpcloud.com/policies and incorporated into the DAASA customer agreement (https://jumpcloud.com/legal/daasa).
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