Service Agreement

Last Updated: January 5, 2026

This Service Agreement supplements the Terms of Service and Privacy Policy. By becoming a Jego customer, these terms automatically take effect.

1. Network Uptime Guarantee

Jego offers uptime guarantees based on network and node hosts. These guarantees apply to each of your products and services. The following conditions are excluded from this SLA:

• Scheduled maintenance (we will notify you in advance)
• APIs, control panels, trunk servers, and router plugins provided by Jego
• Services explicitly stated as not covered by SLA prior to purchase

2. Packet Loss and Latency

Jego proactively monitors line conditions at each connection point and adjusts network strategy to minimize the impact of network fluctuations. Our global acceleration network maintains 0% packet loss and low latency within our own infrastructure.

However, when customers connect from their own country, they may be affected by:

• Cable quality
• Carrier routing strategy
• Subscriber broadband usage

For users requiring more stable and low-latency connections, we offer the Jego Global Optimized Network via backbone and CN2 trunks as an optional upgrade with SLA guarantee.

3. Service Tiers

Different SLA levels apply to different service tiers:

• Standard relay nodes: Designed for bypassing network restrictions with larger bandwidth and medium connection quality (ChinaNet Backbone)
• Premium lines: Designed for low latency and high stability, using CN2 network and country-specific direct connect optimized lines

4. SLA Limitations

This uptime guarantee only applies when users are using Jego services normally. The SLA does not apply in the following cases:

• Users on private lines with higher control who choose advanced TCP acceleration that may cause instability
• Users who violate applicable laws, regulations, or the Jego Terms of Service

5. Maintenance and Compensation

• Scheduled maintenance: We will notify users 24 hours in advance
• Urgent issues: Will be resolved within 10-30 minutes
• Maximum downtime: No connection point should be under maintenance for more than 24 hours
• Compensation: If maintenance exceeds 24 hours, users will receive "Compensatory Time" credit

6. Privacy During Service

Even during service delivery, we maintain our strict privacy commitments:

• No logging of your browsing activities
• No monitoring of your traffic content
• No tracking of websites you visit

For complete privacy details, please review our Privacy Policy.

7. Contact

For SLA-related inquiries or compensation requests, please contact us at: [email protected]