SLA Version 2020.09.08

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Service Level Agreement

This Service Level Agreement (SLA) between LuxSci and Customer (also referred to herein as "you" or "your") offers certain guarantees on the Services (also referred to herein as "Contracted Services" provided to Customer in connection with the MSA. This SLA is automatically incorporated into the MSA by reference. Capitalized terms used herein but not defined shall have the meanings set forth in the MSA. In the event of a conflict between the terms of this SLA and the terms of the MSA or other agreement with LuxSci governing your use of the Contracted Services, the terms and conditions of this SLA apply, but only to the extent of such conflict.

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SLA Highlights

LuxSci's SLA is very detailed. We recommend reading the complete document to fully understand how it applies to your specific account and under what conditions it does not apply. Some of the highlights of the SLA include:

  • Shared Services: 99.99+% Service Availability
  • Dedicated Servers:
    • 100% Availability guarantee for Services running on your servers.
    • 100% Availability guarantee for your Network
    • 100% Availability guarantee for your Power and Cooling
    • Fast hardware replacement guarantees

Maintenance and SLA Track

This SLA also describes how LuxSci performs maintenance for Customer. There are two SLA Tracks that may be applicable to you: "Standard SLA" and "Premium SLA:"

Standard SLA: This is the default SLA Track that applies to most customers. The Standard SLA Track also applies to all Shared Services, even for customers under the Premium SLA Track for their Dedicated Services.

Premium SLA: This SLA Track is a paid level of service for Dedicated Services on Dedicated Servers for customers that require a high level of knowledge, control, and scheduling over changes to their servers. Premium SLA Track includes the following:

  1. Higher degree of insulation from the potential impacts of software updates and changes.
  2. Preferred scheduled maintenance window selection.
  3. Higher-touch notices and coordination of updates.
  4. Longer notice for emergency maintenance.

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