LuxSci guarantees 99.99%+ availability of shared services. "Shared Services" are defined as any services provided by LuxSci to a Customers via server(s) that are not dedicated to that Customer (by means of Customer having contracted with LuxSci for the dedicated use of said server). Any failure by LuxSci to provide this level of availability can be remedied by credits to affected Customers accounts. Any amendments to our SLA will be made on this web page and announced in the news section of the LuxSci members' portal.
This Service Availability Service Level Agreement (SLA) applies to you ("Customer") if you have ordered any shared services from LuxSci (the "Services"), if your account is current (i.e., does not have a past due balance) with LuxSci, and if the SLA is included in your Master Services Agreement with LuxSci (where it has been a standard clause since 2004). As used herein, the term "Availability" means the percentage of a particular month (based on 24-hour days for the number of days in the subject month) that all of your services are available for access by third parties, where such services may include access to your web sites via HTTP and HTTPS, access to files via FTP or SFTP, access to delivered email via POP, IMAP, and WebMail, access to send email via SMTP, access to email via MobileSync, and collection and processing of SecureForm data. Availability does not include access to services not purchased by your account or access to services suspended due to an actual or supposed violation of LuxSci's Acceptable Use Policy (AUP). Availability is measured by LuxSci's monitoring tools.
Goal: LuxSci's goal is to achieve 100% Shared Service Availability for all customers.
Remedy: Subject to Sections 3 and 4 below, if the Availability of customer's Service is less than 99.99% in any month, LuxSci will issue a credit to Customer in accordance with the following schedule, with the credit being calculated on the basis of the monthly service charge for the affected Services. Note that the affected Services may be only a subset of the services purchased by the client from LuxSci.
The SLA Credit Percentage is based on the type of shared service environment purchased by your account. Enterprise Class Hosting has a stronger SLA than Business Class Hosting.
|Service Availability||Down Time||Enterprise
|99.99% - 100%||less than 4.3 min/mo*||0%||0%|
|99.9% - 99.98%||4.3 min - 43 min||10%||5%|
|99.5% - 99.9%||43 min - 3.5 hrs/mo||20%||10%|
|99% - 98.49%||3.5 - 7.2 hrs/mo||30%||15%|
|97% - 98.99%||7.2 - 21.6 hrs/mo||40%||20%|
|95% - 96.99%||21.6 hrs - 1.5 days/mo||50%||25%|
|90% - 94.99%||1.5 - 3 days/mo||100%||50%|
|89.9% & below||more than 3 days/mo||100%||100%|
*Estimated times based on a 30-day month.
Customer shall not receive any credits under this SLA in connection with any failure or deficiency of Availability caused by or associated with:
Customer shall only receive credits under this SLA if customer's contract (Master Services Agreement) with LuxSci includes a provision for this SLA in "Section 5. Limited Warranties", or if a special arrangement has been made between LuxSci and customer to amend their contract to include this SLA. Note that this SLA was introduced on Friday, May 21st, 2004, and any shared services account ordered after this date is covered by this SLA.
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 shared hosting fees paid by customer for said month for the affected Services. 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.
LuxSci is a very unusual company in the respect that if you ask support for a technical help, NOTHING is ever insurmountable to them. From a 1 to a 10, they are twelve!"
Every time I needed support with LuxSci's Secure Email solution the technical staff at LuxSci found the solution very quickly. They always get to work on a ticket immediately. They always give a status update in the ticket system which also notifies via email. Opening and updating a support ticket is very easy. We are very pleased with the Secure Email product and the support team."
LuxSci has been a pleasure to work with. The level of support we've received from them has been top-notch. From the smallest user issue to complex custom work, LuxSci has delivered service far above what I expected. Best of all, uptime with LuxSci has been 100%."
As a dentist, I'm glad I found LuxSci to walk me through the process of becoming HIPAA-compliant! Once I signed up, Connie and Peter both helped me setup get situated with my secure email service. Getting my Business Associate Agreement also a snap. Thank you LuxSci. Now I can concentrate on treating patients!"
I just wanted to say thanks to all the great support and sales people I've dealt with from LuxSci. Our website launched this weekend nearly flawlessly and had great help from your support department. Keep up the good work!"