Service Level Agreement
Rev B — Last Updated: April 22, 2024
This page outlines the standard service level commitments made by Jensen Applied Sciences LLC (DBA JAS Monitoring) to its customers. Individual customers receive a customized Service Level Agreement upon onboarding. This SLA is supplemental to and does not supersede our Terms of Service.
1. Services
JAS Monitoring provides customers with access to:
- Cloud-based software for remote equipment/machine monitoring
- API integration services for connecting customer equipment data to the platform
- Sensors and hardware devices for data collection and equipment retrofitting
- Technical support, data analysis tools, and related services
2. Customer Responsibilities
Customers agree to:
- Provide JAS Monitoring with necessary information and equipment access for integration
- Comply with all applicable laws and regulations regarding data collection and use
- Report any issues with the Services promptly
3. Service Level Commitments
3.1 Uptime
JAS Monitoring will, on a best effort basis, maintain at least 99.5% service availability in any calendar month. Our services rely on trusted external hosting providers (Google Cloud and/or Amazon Web Services), and as such, we do not have complete control over all downtime scenarios. We will make reasonable efforts to minimize downtime and restore service quickly in the event of an outage.
3.2 Response Time
JAS Monitoring will use commercially reasonable efforts to respond to customer support tickets within 24 business hours.
3.3 Data Security
Customer data is protected via the following measures:
- Data stored in secure data centers (Google Cloud and/or Amazon Web Services)
- Data encrypted at rest and in transit
- Data access restricted to authorized personnel
In the event of a data breach, JAS Monitoring will provide prompt notice and work with the customer to investigate and mitigate any damage.
4. Exclusions
JAS Monitoring shall not be liable for downtime or service disruptions caused by:
- Scheduled maintenance
- Force Majeure events including natural disasters, power outages, internet outages, or acts of war
- Customer actions or omissions, including hardware or software failures not caused by JAS Monitoring
5. Term
Standard SLA terms commence on the effective date of the customer agreement and remain in effect for 3 years, renewable upon mutual written agreement.
6. Limitation of Liability
IN NO EVENT SHALL JAS MONITORING BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR RELATING TO THIS SLA OR THE SERVICES, EVEN IF JAS MONITORING HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
7. Governing Law
This SLA shall be governed by the laws of the State of Minnesota, without regard to its conflict of laws principles.
8. Contact Us
If you have any questions about our Service Level Agreement, please contact us at Team@JensenAppliedSciences.com.