Service Level Agreement for Enterprise

(Last updated Aug 23, 2023)


This Service Level Agreement (“SLA“) specifies the Support Services and level of support, to be provided by Juno as part of the Juno Journey Service Agreement (“Agreement“) between Juno and Customer.

Hours of Coverage

The Support Services shall be provided by email from 8:00AM- 11:59PM Israel time UTC/GMT +2, Monday – Friday, excluding Juno’s holidays (the “Business Hours” and “Business Days“, respectively). Where response times are specified in hours or days, they mean Business Hours and Business Days.

Scope of Support Services

Support requests shall be submitted to email address: [email protected]
Response time shall be measured from receiving the support email.
Response Time is the period from the time when the Customer sends its request until Juno responds to Customer.


Platform Availability

Commencing upon the Effective Date, the Platform will be available for Customer to connect to and use 24h/day, 7 days/week, and 365 days/year. Except for Excluded Events, Juno’s Service Availability commitment for a given calendar year is 99.9%, other than reasonable planned maintenance sessions coordinated in advance with Customer or coordinated sessions for fixing of bugs (“Uptime Commitment”).
Excluded Events” shall mean: (i) circumstances beyond Juno’s reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, unavailability of or interruption or delay in telecommunications or third party services, virus attacks or hackers, and failure of third party software used by Juno for which there is no reasonable alternative which could have been used for redundancy; and/or (ii) circumstances resulting from Customer’s (or on behalf of the Customer) or its users’ device or network, or users’ wrongful acts or omissions.


Severity Levels

All requests for support will be processed during regular Business Hours, and responded according to the associated response time set forth below:


Description: Product is down or severely impacted such that routine operation is impossible. 

Response time: Within one (1) hour.

Solution time: Juno will work to solve the problem until the Product returns to normal operation.


Description: Product is up and running but in a degraded or restricted capacity. 

Response time: Within three (3) hours.

Solution time: Juno will work to solve the problem until the Product returns to normal operation.


Description: Product issue where minor functionality impacted. 

Response time: Within four (4) hours.


Description: Request for  information. 
Response time: Within one (1) Business Day.