Lumicast provides a 99.99% Uptime commitment for customers on a paid plan. This is our Service Level Agreement. If we fail to deliver this 99.99% Uptime commitment and your organisation on Lumicast is affected, we will apply a service credit to your account for use in the future.

To review current and historical Uptime, visit Lumicast Status.

SLA breakdown

Downtime

Downtime is the overall number of minutes Lumicast was unavailable during a calendar month. Lumicast calculates unavailability using server monitoring software to measure the server side error rate, ping test results, web server tests, TCP port tests, and website tests.

Downtime excludes the following:

Slowness or other performance issues with individual features (search, file uploads, etc.)
Issues that are related to external apps or third parties
Any products or features identified as pilot, alpha, beta or similar
External network or equipment problems outside of our reasonable control
Scheduled Downtime for maintenance

Uptime Commitment

Uptime is the percentage of total possible minutes Lumicast was available during a calendar month. Our commitment is to maintain at least 99.99% Uptime:

[(total minutes in calendar month - Downtime) / total minutes in calendar month] > 99.99%

Scheduled Downtime

Sometimes we need to perform maintenance to keep Lumicast working smoothly. If scheduled downtime is necessary, we'll give you at least 48 hours advance notice.

Service Credits

If we fall short of our Uptime commitment, we'll apply a credit to each affected account equal to 10 times the amount that the workspace (or, as applicable, org) paid during the period Lumicast was down (we call these Service Credits).

Service Credits are not refunds, cannot be exchanged into a cash amount, are capped at a maximum of 30 days of paid service, require you to have paid any outstanding invoices and expire upon termination of your customer contract. Service Credits are the sole and exclusive remedy for any failure by Lumicast to meet its obligations under this SLA.

Note, Downtime doesn't affect everyone at the same time or in the same way. For example, some accounts may receive Service Credits during an outage in their region, while other accounts in other regions that have not been similarly affected will not.

Updates

As our business evolves, we may change our Service Level Agreement. Customers can review the most current version of the Service Level Agreement at any time by visiting this page.