Lumicast guarantees a 99.99% uptime commitment for customers on a paid plan. Service credits apply if this commitment isn't met. Current uptime status is available at the Lumicast Status page.
Downtime definition
The agreement defines downtime as the total minutes of unavailability in a month, measured via server monitoring software to measure the server-side error rate, ping test results, web server tests, TCP port tests, and website tests.
Excluded from downtime:
- performance issues with individual features;
- third-party or external app problems;
- products labeled as pilot, alpha, beta, or similar;
- external network/equipment issues beyond reasonable control;
- scheduled maintenance downtime.
Uptime commitment formula
Uptime is the percentage of total possible minutes Lumicast was available during a calendar month, calculated as: [(total minutes − Downtime) / total minutes] > 99.99%.
Scheduled maintenance
Lumicast provides at least 48 hours advance notice before scheduled downtime.
Service credits
Credits equal 10 times the amount that the workspace (or organisation) paid during the period of downtime. Credits are non-refundable, non-transferable to cash, capped at 30 days of service, require current payment status, and expire upon contract termination.
Contact
If you have any questions about this SLA, please contact us: