Service Level Agreement
1. Uptime Commitment
LUMINARYX™ commits to maintaining 99.5% platform availability measured over each Subscription Year, calculated as the percentage of total minutes in the year during which the platform is operational and accessible to Customer.
"Availability" means the platform's core services (authentication, decision management, audit trail, evidence storage, and compliance engine) are responsive and functioning as documented.
1.1 Measurement
LUMINARYX™ also tracks monthly uptime for purposes of the chronic outage termination right in Section 4.4. Downtime begins when LUMINARYX™ confirms a service disruption or when monitoring detects the platform is unreachable, and ends when service is restored.
1.2 Annual uptime equivalents
| Uptime % | Max downtime per year |
|---|---|
| 99.5% | 43.8 hours |
| 99.0% | 87.6 hours |
| 95.0% | 18.25 days |
2. Scheduled Maintenance
LUMINARYX™ performs routine maintenance to ensure platform security, performance, and reliability. Scheduled maintenance is excluded from downtime calculations.
2.1 Maintenance windows
- Primary window: Sundays 02:00–06:00 ET (Eastern Time)
- Secondary window: Wednesdays 02:00–04:00 ET (used only when necessary)
2.2 Notice requirements
- Standard maintenance: 72 hours advance notice via email to the Customer's administrative contact
- Emergency maintenance: As much advance notice as reasonably practicable (minimum 1 hour when possible), with a post-incident summary provided within 24 hours
2.3 Maintenance scope
Scheduled maintenance may include database migrations, security patches, infrastructure updates, and platform upgrades. LUMINARYX™ will minimize maintenance duration and schedule high-impact changes during the primary window.
3. Incident Response
| Severity | Definition | Response time | Update frequency |
|---|---|---|---|
| Critical (P1) | Platform completely unavailable; all customers affected; data integrity at risk | 30 minutes | Every 30 minutes |
| Major (P2) | Core functionality degraded; significant number of customers affected | 2 hours | Every 2 hours |
| Minor (P3) | Non-critical feature unavailable; workaround available | 8 business hours | Daily |
| Low (P4) | Cosmetic issue or enhancement request | 2 business days | On resolution |
3.1 Incident communication
During Critical and Major incidents, LUMINARYX™ will communicate via email to all affected Customer administrative contacts. Post-incident reports will be provided within 5 business days of resolution, including root cause analysis and preventive measures.
3.2 Escalation
If a reported incident is not acknowledged within the defined response time, Customer may escalate by emailing support@luminaryx.ca with "ESCALATION" in the subject line. Escalations are reviewed by LUMINARYX™ leadership within 2 hours during business hours.
4. Service Credits
If LUMINARYX™ fails to meet the 99.5% uptime commitment over a Subscription Year, Customer is entitled to a service credit applied to the next renewal invoice or, if the Subscription is not renewed, refunded by cheque or EFT within 60 days of the end of the Subscription Year.
| Annual uptime | Service credit |
|---|---|
| 99.0%–99.5% | 5% of annual subscription fee |
| 95.0%–99.0% | 15% of annual subscription fee |
| Below 95.0% | 30% of annual subscription fee |
4.1 Claiming credits
To claim a service credit, Customer must submit a written request to support@luminaryx.ca within 60 days of the end of the affected Subscription Year. The request must include the dates and times of the observed downtime.
4.2 Credit cap
Service credits in any single Subscription Year shall not exceed 30% of the annual subscription fee for that year. Service credits are the sole and exclusive remedy for failure to meet uptime commitments, except as provided in Section 4.4 below.
4.3 Annual fee calculation
For purposes of this section, the "annual subscription fee" is the amount paid by Customer for the Subscription Year in which the uptime shortfall occurred, exclusive of taxes.
4.4 Chronic outage termination right
If monthly uptime falls below 95% for two consecutive calendar months, or if annual uptime falls below 95% in any Subscription Year, Customer may terminate the Subscription immediately upon written notice and receive a pro-rata refund of pre-paid fees for the unused portion of the Subscription Term, in addition to any service credit owed under the table above.
5. Exclusions
The following are excluded from uptime calculations and do not qualify for service credits:
- Scheduled maintenance within the defined maintenance windows with proper advance notice
- Force majeure events including natural disasters, government actions, widespread internet outages, or telecommunications failures beyond LUMINARYX™ reasonable control
- Customer-caused issues including misconfiguration, unauthorized modifications, or actions that violate the Acceptable Use Policy
- Third-party service failures where the LUMINARYX™ platform is operational but Customer cannot access it due to their internet service provider, DNS failures, or other infrastructure outside LUMINARYX™ control
- Planned feature migrations communicated with at least 7 days' notice and scheduled within maintenance windows
- Free trial periods — this SLA applies only to paid subscriptions
6. Support
6.1 Support channels
All support requests should be submitted via email to support@luminaryx.ca.
6.2 Support hours
- Standard support: Monday–Friday, 9:00 AM–5:00 PM ET (excluding Canadian statutory holidays)
- Critical incident response: 24/7 monitoring with automated alerts
6.3 Response times
| Request type | Initial response |
|---|---|
| Critical platform issue | 30 minutes (24/7) |
| General support request | 1 business day |
| Feature request or question | 2 business days |
| Onboarding assistance | 1 business day |
7. Data Residency
All Customer Data, including governance records, audit trails, evidence files, and database backups, is stored exclusively in AWS ca-central-1 (Montreal). No Customer Data is transferred to, processed in, or stored in data centres outside of Canada.
This commitment applies to all storage layers: primary database (PostgreSQL), file storage (S3), cache (Redis), and backups. LUMINARYX™ will not change the data residency region without 90 days' advance written notice and Customer consent.
8. Governing Law
This Service Level Agreement is governed by the laws of the Province of British Columbia and the federal laws of Canada applicable therein. This SLA forms part of and is subject to the Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service prevail.
9. Contact
For questions about this SLA:
Joy Guyot, Founder and CEO
17691190 Canada Inc. (LUMINARYX™)
support@luminaryx.ca
We will acknowledge all written inquiries within 5 business days.