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Phone: 800-441-6612
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Version 2013.11.24

LuxSci guarantees the Dedicated Physical and Cloud Servers that we provide to our clients. This SLA covers hardware, infrastructure, and network facilities. Any SLA included in your signed contract supersedes this standard Dedicated Server SLA.

LuxSci offers several different kinds of managed servers:

  • Basic Dedicated Physical Servers - at ServerBeach (no longer offered)
  • Basic Dedicated: Basic Cloud Servers - in the Rackspace Public Cloud
  • Premium Dedicated: Premium Cloud Servers - in LuxSci's Private Cloud at Rackspace
  • Premium Dedicated Physical Servers - at Rackspace (offered at special request)

LuxSci technicians work with the support teams at these locations to provide you with the highest level of service. The data center server provider used will henceforth be called the Server Provider. This dedicated and cloud server SLA seeks to pass along the SLAs provided by the individual Server Providers for each type of server.

1. Coverage and Remedy:

Network Guarantee - All Servers: LuxSci guarantees that the network will be available 100% of the time in a given month, excluding scheduled or emergency maintenance. Upon experiencing downtime, LuxSci will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected servers). Network uptime includes functioning of all network infrastructure including routers, switches and cabling, but does not include services or software running on your server. Network downtime only exists when a particular server is unable to transmit and receive data and such a failure is recorded in the LuxSci support ticket system. Network downtime is measured from the time a LuxSci support ticket on this issue is opened by a customer, or by LuxSci for the customer, to the time that the server is once again able to transmit and receive data.

Infrastructure - All Servers: LuxSci guarantees that the critical infrastructure systems, including power and HVAC, will be available 100% of the time in a given month, excluding scheduled maintenance. Upon experiencing downtime, LuxSci will refund the customer 5% of the monthly fee for each 30 minutes of downtime (up to 100% of customer's monthly fee for the affected servers). Critical infrastructure includes the functioning of all power and HVAC infrastructure including UPSs, PDUs and cabling, but does not include the power supplies on customers' servers. Infrastructure downtime exists when a particular server is shut down due to power or heat problems and this is recorded in the LuxSci support ticket system. Infrastructure downtime is measured from the time the customer, or by LuxSci for the customer, opens a LuxSci support ticket regarding server downtime to the time the problem is resolved and the server is powered back on.

Hardware - Basic and Premium Cloud Servers and Premium Physical Servers: LuxSci guarantees the functioning of all hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Server Provider identifies the cause of the problem. Hardware replacement is guaranteed to be complete within one hour of problem identification. In the event that it takes more than one hour to replace faulty hardware, LuxSci will refund the customer 5% of the monthly fee for the server in question per additional hour of downtime (up to 100% of customer's monthly fee for the server in question). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware used by the Server or Cloud Server. This guarantee excludes the time required to rebuild a RAID array, the reload of certain operating systems and applications, and restores from backup.

Hardware - Basic Physical Servers: LuxSci guarantees the functioning of all leased hardware components and will replace any failed component at no cost to the customer. Hardware replacement will begin once Server Provider identifies the cause of the problem. Hardware replacement is guaranteed to be complete within four hours of problem identification. In the event that it takes more than four hours to replace faulty hardware, LuxSci will refund the customer 5% of the monthly fee for the server in question per additional hour of downtime (up to 100% of customer's monthly fee for the server in question). Hardware is defined as the Processor(s), RAM, hard disk(s), motherboard, NIC card and other related hardware included under the server lease. This guarantee excludes the time required to rebuild a RAID array and the reload of certain operating systems and applications, and restores from backup.

Disk Arrays - Basic Cloud Servers: These use RackSpace cloud block storage for dedicated storage arrays. RackSpace provides a 99.9% availability guarantee on these storage arrays. LuxSci guarantees the 99.9% or better availability of these as well. In the event of unavailability exceeding 43 minutes in a month, LuxSci will refund the customer 5% of the monthly fee for the server in question per hour of downtime or fraction thereof (up to 100% of customer's monthly fee for the server in question). This guarantee excludes the time required to rebuild a RAID array or repair the disk in case such is needed.

Migration - Basic Cloud Server: If a Basic Cloud Server migration is required because of degradation of the underlying host machine, we will notify you at least 24 hours in advance of beginning the migration, unless Server Provider determines in its reasonable judgment, that it must begin the migration sooner to protect your server data. Either way, we guarantee that the migration will be complete within three hours of the time that Server Provider begins the migration. In the event that it takes more than three hours to complete the migration, LuxSci will refund the customer 5% of the monthly fee for the server in question per additional hour of downtime (up to 100% of customer's monthly fee for the server in question).

2. Exceptions:

Customer shall not receive any credits under this SLA in connection with any failure or deficiency caused by or associated with:

  • circumstances beyond LuxSci's or Rackspace's reasonable control, including, without limitation, acts of any governmental body, war, insurrection, sabotage, armed conflict, embargo, fire, flood, strike or other labor disturbance, interruption of or delay in transportation, unavailability of or interruption or delay in telecommunications or third party services, failure of third party software (including, without limitation, ecommerce software, payment gateways, chat, statistics or free scripts);
  • attacks by viruses or hackers, including Distributed Denial of Service (dDoS) attacks against LuxSci's or Rackspace's network;
  • scheduled maintenance and system upgrades, or emergency maintenance;
  • any DNS or Domain Registry issues outside the direct control of LuxSci including DNS and Registry propagation issues and expiration;
  • customer's acts or omissions (or acts or omissions of others engaged or authorized by customer), including, without limitation, custom scripting or coding (e.g., CGI, Perl, HTML, etc), server or software administration by the customer, any negligence, willful misconduct, or use of the customer's account in breach of LuxSci's Master Services Agreement or Acceptable Use Policy;
  • issues with 3rd party email systems, including refusal or rejection of email by 3rd party mail systems;
  • delays in email delivery;
  • delayed or inappropriately blocked email due to issues with McAfee Email Filtering (a.k.a. LuxSci Premium Email Filtering);
  • false SLA breaches reported as a result of outages or errors of any LuxSci measurement system;
  • outages elsewhere on the Internet that hinder access to your account. LuxSci is not responsible for browser, DNS, or other caching that may make your web site or email appear inaccessible when others can still access it. LuxSci will guarantee only those areas of the Internet considered under the control of LuxSci: LuxSci servers' links to the Internet, LuxSci's routers, and LuxSci's servers themselves.

3. Credit Request and Payment Procedures:

In order to receive a credit, customer must make a request for credit by filing a support ticket in the LuxSci members' portal. Each request in connection with this SLA must include the dates and times of the unavailability of customer's Services, a description of the perceived problem, and must be received by LuxSci within ten (10) business days after customer's Services were not available. If the unavailability is confirmed by LuxSci, credits will be applied within 30 days of LuxSci's receipt of customer's credit request.

Notwithstanding anything to the contrary herein, the total amount credited to customer in a particular month under this SLA shall not exceed the total dedicated hosting fees paid by customer for said month for the affected server(s). Credits are exclusive of any applicable taxes charged to customer or collected by LuxSci and are customer's sole and exclusive remedy with respect to any failure or deficiency in the Availability of customer's services.

Starts under $10/mo

"I have been very happy with LuxSci -- I especially like the peace of mind I have regarding HIPPA compliance and the privacy of my sensitive information. The product is easy to use and does what I need."

—Leslie Malin, LCSW-R, Alchemy of Aging

Security Certifications TRUSTe EU Safe Harbor Thawte Extended Validation SSL Certificate McAfee Secure Authorize.net Merchant
• Access Anywhere
• Fast and Robust
• Super Secure
• Tons of Features
• Customizable
• Mobile Friendly

Send and receive email from your favorite programs, including:

 Microsoft Outlook
 Mozilla Thunderbird
 Apple Mail
 Windows Mail

... Virtually any program that supports POP, IMAP, or SMTP

Keep your email, contacts, and calendars in sync:

 Apple iPhone and iPad
 Android Devices
 BlackBerry
 Windows Phone

... Any device with Exchange ActiveSync (EAS) support

Relay your server's mail through LuxSci via smarthost:

• Resolve issues with ISP sending limits and restrictions
• Improve deliverability with better IP reputation and IP masking
• Take advantage of Email Archival and HIPAA Compliance
• Even setup smarthosting from Google Apps!

Free web site hosting with any email account:

• Start with up to 10 web sites and MySQL databases
• DNS services for one domain included
• Tons of features and fully HIPAA capable

LuxSci's focus on security and privacy:

• Read The Case for Email Security
• Read Mitigating Security & Privacy Threats
• Review our Privacy Policy

The most accurate, flexible, and trusted filters in the business:

• Premium protection with Intel Security Saas
• Realtime virus database guards against the latest threats
• Seven-day quarantine lets you put eyes on every filtered email
• Supplement with our Basic Spam Filter for even more features

End-to-end secure email encryption — to anyone, from anyone:

• No setup required — encryption is automatic and easy to use
• Secure outbound email with TLS, PGP, S/MIME, or Escrow
• Free inbound encryption via our SecureSend portal
• Independent of your recipient's level of email security
• Widely compatible and fully HIPAA Compliant

Add an extra layer of security with an SSL Certificate:

• Secure your web site
• Debrand LuxSci WebMail with your own secure domain
• Access secure email services via your own secure domain

Encrypt your service traffic via secure tunnel:

• Add another layer of security to your SSL connections
• WebMail, POP, IMAP, SMTP, web/database access
• SecureForm posts, SecureLine Escrow, SecureSend access
• Restrict your account to VPN access only

Secure long-term message archival:

• Immutable, tamperproof email retention with audit trails
• No system requirements — minimal setup, even less upkeep
• Realtime archival of all inbound and outbound messages
• Works anywhere — even with non-LuxSci email hosting

Free data backups included with all email hosting accounts:

• Automatic backups of all email, WebAides, web/database data
• Seven daily backups and up to four weekly backups
• Unlimited restores included at no additional cost
• Custom backup schedules for dedicated servers

Automate your email management:

• Save messages to specific folders or to LuxSci WebAides
• Advanced text scanning with regular expressions
• Tag messages, alter subject lines, or add custom headers
• Filter by message charset, type, TLS status, DKIM status
• Chain filters together for even more complex actions

• Bulk add and edit users, aliases and more
• Control sharing and access globally or on a granular level
• Delegate user roles through permissions
• Configure account-wide taglines, sending restrictions, and more
• Remotely administer account via SOAP API

Share, collaborate, organize, synchronize:

• Calendars, Contacts, Documents, Notes, Widgets, Workspaces
• Fine-grained access control and security
• Access anywhere via secure web portal or smartphone
• Save over solutions like Microsoft Exchange

Free folder sharing for all email hosting accounts:

• Share mail folders with other users in your account
• Subscribe to only the folders you want to see
• Set read-only or read-write access control
• View all personal and shared folders via unified web interface

Color code and label your email messages:

• Define and assign multiple IMAP keywords to each message
• Filter, search, and sort by tags
• Compatible and synchronizes with any IMAP email client
• Also usable with WebAide entries