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SERVICE LEVEL AGREEMENT

Service Level Agreement

These principles cover service availability, support, and incident response. Specific commitments are defined in the applicable customer agreement.

Last updated: August 13, 2026

1. Scope

This page provides general standards for paid services operated by Lumisware. Targets, measurement scope, and remedies are finalized in the order form or customer agreement.

2. Availability measurement

Availability is measured by the time the service responds normally during the agreed period. Scheduled maintenance, customer environments, third-party failures, and events beyond reasonable control may be excluded.

3. Support and incident response

  • Incidents are prioritized according to their impact.
  • Support channels and response targets follow the contracted support tier.
  • A root-cause summary and corrective actions may follow a major incident.

4. Service credits

If a guaranteed service level is not met, service credits may be available subject to the requirements and request process in the applicable agreement.