{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "jumpcloud",
    "name": "JumpCloud",
    "vendor": "JumpCloud",
    "website": "https://www.jumpcloud.com",
    "category": "security-and-identity",
    "category_name": "Security & Identity",
    "tags": [],
    "sla_url": "https://jumpcloud.com/policies",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.9,
    "max_credit_percent": 50,
    "max_credit": {
      "kind": "capped",
      "label": "50%",
      "value": 50,
      "unit": "percent"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "premium",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 50,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.9,
          "credit": 10
        },
        {
          "below": 99,
          "credit": 25
        },
        {
          "below": 95,
          "credit": 50
        }
      ]
    },
    "claim_process": {
      "deadline_days": 10,
      "deadline_basis": "calendar_month_end",
      "business_days": false,
      "method": "Written request (Credit Request)",
      "url": "https://support.jumpcloud.com",
      "required_evidence": [
        "Credit Requests are subject to verification against JumpCloud's system records"
      ],
      "review_days": null,
      "credit_application": "Credit or refund at Customer's option"
    },
    "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": [
        "Standard",
        "Premium"
      ],
      "has_24x7": true,
      "fastest_response": "1 hour (Sev1, Premium)",
      "response_is_sla": false,
      "designated_contact": "none",
      "architecture_review": false,
      "professional_services": true,
      "success_program": false,
      "training": true,
      "pricing": "flat",
      "source_url": "https://jumpcloud.com/premium-support",
      "note": "Premium add-on lists a 1-hour Sev1 target with 24/7/365 coverage; treated as a target. Chat/phone are Premium; Standard Sev1 = 4h, Premium 24x7."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": false,
        "response_time": "4 hours"
      },
      {
        "name": "Premium",
        "slug": "premium",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "radius",
        "name": "Cloud RADIUS",
        "category": "network-auth",
        "description": "Cloud RADIUS service",
        "sla_url": "https://jumpcloud.com/policies",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "device-mgmt",
        "name": "Device Management",
        "category": "mdm",
        "description": "Device management",
        "sla_url": "https://jumpcloud.com/policies",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "directory",
        "name": "JumpCloud Directory",
        "category": "directory",
        "description": "Cloud directory service",
        "sla_url": "https://jumpcloud.com/policies",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "mfa",
        "name": "JumpCloud MFA",
        "category": "mfa",
        "description": "Multi-factor authentication",
        "sla_url": "https://jumpcloud.com/policies",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "sso",
        "name": "JumpCloud SSO",
        "category": "sso",
        "description": "Single sign-on",
        "sla_url": "https://jumpcloud.com/policies",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "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](https://jumpcloud.com/policies) and incorporated into the DAASA customer agreement ([https://jumpcloud.com/legal/daasa](https://jumpcloud.com/legal/daasa)).\n\n<!-- SLA notes:\n- The 99.9% uptime commitment with downtime credits appears only in the Premium Support Description (Last Updated: December 5, 2023), not the Standard Support Description. The uptime SLA therefore requires the Premium support tier.\n- Credit tiers (Premium Support Description §3.e): \"<99.9% 10%\", \"<99% 25%\", \"<95% 50%\".\n- Credits are not automatic: issued \"upon Customer's written request ... made within ten (10) days from the end of the applicable Calendar Month\" (a \"Credit Request\"), at Customer's option as a credit or refund.\n- Downtime credits are JumpCloud's sole and exclusive remedy for failing to meet the Uptime.\n- There is no standalone /legal/sla page (404); the prior URL is dead.\n-->"
  }
}