Jamf Service Level Agreement

This Service Level Agreement (“SLA”) applies to Customer’s use of and access to Jamf’s Hosted Services. Capitalized terms used but not defined in this SLA will have the meanings given to them in Jamf’s Software License and Services Agreement.

1. Service Level Commitment. Hosted Services will be available at least 99.9% of the time measured on a per calendar month basis (“Commitment”). Customers can view current and historical uptime and subscribe to real-time notifications through our status page.
2. Service Level Failure. “Service Level Failure” means when the Hosted Services do not meet the Commitment, resulting in a material impact on your ability to access or use core functions of the Hosted Services, except if caused by an Exclusion, as defined below in Section 4. Availability is determined by calculating the percentage of total time during the month in which the Hosted Services were available, minus any Service Level Failure(s), and excluding any unavailability due to an Exclusion.
3. Maintenance. Jamf will use commercially reasonable efforts to schedule maintenance during non-business and non-peak use hours. If possible, we will provide advance written notice of maintenance to you, but you acknowledge that in certain situations, we may need to perform emergency maintenance without any advance notice.
4. Exclusions. This SLA does not apply to Trial Offerings or Beta Offerings. Additionally, we will not be liable for any failure to meet the Commitment that arises from:
   a. Scheduled or emergency maintenance;
   b. Force majeure events or any causes beyond our reasonable control, including, labor strikes, acts of God, epidemic or pandemic, acts of civil or military authority, fires, riots, acts of terrorism, wars, embargoes, Internet disruptions, and telecommunications, electrical, or other utility failures;
   c. Your or Customer Service Provider’s equipment, software, or other technology;
   d. Your failure to modify your use of the Hosted Services after we instruct you to do so; or
   e. Your or Customer Service Provider’s failure to follow required configurations, use supported platforms, follow acceptable use policies, or use the Hosted Services according to the Documentation (collectively, “Exclusions”).
5. Credits. If we do not meet the Commitment, you may be eligible to receive a credit that will be applied to future subscription fees (“SLA Credit”). SLA Credits are the only remedy we will provide for Service Level Failures under this SLA. SLA Credits do not entitle you to any refund or other payment from Jamf. Your account must be in good standing to be eligible for SLA Credits and you must make good faith efforts to resolve issues related to your configuration of the Hosted Services.
   
   a. Procedure. You must submit request(s) for SLA Credits through support.jamf.com within 60 days of a Service Level Failure. Requests must include the date and time of each Service Level Failure and the functions you were performing or unable to perform during each Service Level Failure. You will reasonably cooperate with us to provide all necessary information for us to investigate. We will, in good faith and our sole discretion, determine whether to provide you with SLA Credits. We will provide you with notice that an SLA Credit has been approved or denied within 30 days after receipt of the request.
   
   b. Calculation. For any calendar month we do not meet the Commitment, SLA Credits will be calculated in accordance with the following schedule:
   
   99.0% to 99.8% - 10% SLA Credit
   95.0% to 98.9% - 20% SLA Credit
   94.9% or below – 50% SLA Credit
   
   SLA Credits will be calculated based upon the monthly fees customer paid for the Hosted Services subscription for the month in which the Service Level Failure occurred and in accordance with the above schedule. For example, if a Service Level Failure occurs where availability was less than 98.9% but more than 95.0% and the customer made a timely SLA Credit request that Jamf approved, an SLA Credit of 20% of the monthly fees paid for the Hosted Services subscription during the month in which the Service Level Failure occurred will be credited to the customer’s account.
6. Data Recovery and Restoration Requests. We will conduct regularly scheduled backups (every 24 hours) of the Hosted Services and maintain backups on a rolling 30-day basis. We do not guarantee availability of backups beyond that 30-day period. We do not maintain historical backup copies of the Hosted Services for point-in-time data recovery or archival purposes. Our obligation to restore Customer backups will cease 30 days after the Hosted Services have been terminated for any reason.
7. Changes. Jamf may update this SLA by providing 30 days notice. Your continued use of the Hosted Services after any updates constitutes acceptance of any updates.

Date Posted: May 9, 2025
V05092025

Effective date: June 10, 2025