FAQ - Updates to Jamf’s Service Level Agreement (formerly, Jamf’s Hosted Services Availability Commitment)

This FAQ provides an overview of the updates we are making to Jamf’s Service Level Agreement, formerly known as the Hosted Services Availability Commitment. This FAQ is for informational purposes only and will not be incorporated into or become a part of your contract with Jamf. Defined terms used in this FAQ are defined in the SLA.

What has changed in the SLA?
First, we changed the name of the document from the Hosted Services Availability Commitment (“HSAC”) to Jamf’s Service Level Agreement (“SLA”), which is a more standard name for documents that cover uptime commitments. Most of the changes in the SLA are stylistic, for example, rearranging content and numbering the paragraphs to improve flow and readability. We also changed names of a few defined terms for clarity and to avoid confusion with similar defined terms used by Jamf elsewhere. Finally, we added a link to our Status page where you can view current and historical uptime.
Did Jamf change the uptime commitment?
No. Jamf’s uptime commitment (99.9%) is the same.
Did Jamf change how credits are calculated?
No. How we calculate SLA Credits has not changed. The uptime percentages and credit percentages have also not changed.
Has the process for requesting SLA Credits changed?
The process and information needed for requesting SLA Credits has not changed, but where customers submit requests has changed. Requests should now be submitted through support.jamf.com, rather than an email request.
Has anything else changed?
Yes. The SLA contains certain Exclusions, which are reasons we will not be liable for failure to meet the Commitment, and these are generally things that are beyond our reasonable control. We have reworded some of this language for clarity and specifically added force majeure events as an Exclusion. In addition, we have also made it clear that any Jamf Beta Offerings, which are pre-release versions of our Product Offerings, are not covered by the SLA.
When will the updated SLA take effect?
The HSAC provided that Jamf can update it with 30 days’ notice. We are providing notice by posting the updated SLA in the Trust Center and posting a notice in Jamf Nation. The updated SLA will take effect 30 days from the date it is posted.