Service LevelAgreement

1. Service Commitment

Lumixa Cloud aims to keep covered services available and accessible throughout each calendar month. Availability depends on the service type, selected plan and any exclusions described below.

2. Availability Target

Our standard availability target is 99.9% per calendar month for eligible infrastructure services. Availability is measured using our monitoring systems and excludes approved maintenance and events outside our reasonable control.

3. Excluded Events

• Scheduled maintenance announced in advance where reasonably possible.
• Customer configuration, software, account or payment issues.
• Abuse, attacks or activity that violates our policies.
• Failures caused by third-party networks or providers.
• Events outside our reasonable control, including natural disasters and government action.

4. Maintenance

We may perform maintenance, upgrades and emergency work to maintain security and reliability. Emergency maintenance may be performed without advance notice when required to protect the platform.

5. Service Credits

Where service credits apply to a specific plan, requests must be submitted within seven days of the relevant incident and include the affected service and dates. Credits are the sole remedy for an availability shortfall unless otherwise required by law.

6. Support

Report availability issues through our support channels with your service ID, timestamps and relevant error details. Questions about this SLA can be sent to support@lumixacloud.com.