SERVICE LEVEL AGREEMENT (SLA)
Last Updated: 12/25/2025
1. SERVICE AVAILABILITY
LML Digitals commits to maintaining 99.9% uptime for our core services, excluding scheduled maintenance windows.
2. MAINTENANCE WINDOWS
Scheduled maintenance will be performed during off-peak hours and will be announced at least 48 hours in advance. Emergency maintenance may be performed with minimal notice.
3. PERFORMANCE STANDARDS
We commit to:
- Response times under 2 seconds for standard operations
- Data backup and recovery procedures
- Regular security updates and patches
4. SUPPORT RESPONSE TIMES
Support response times vary by plan:
- Basic Plan: 48-hour response time
- Pro Plan: 24-hour response time
- Enterprise Plan: 4-hour response time
5. SERVICE CREDITS
If we fail to meet our uptime commitment, eligible customers may receive service credits as outlined in their subscription agreement.
6. EXCLUSIONS
The following are excluded from uptime calculations:
- Scheduled maintenance
- Customer-caused issues
- Third-party service outages
- Force majeure events
7. MONITORING AND REPORTING
We continuously monitor our services and provide status updates through our status page. Customers can view current service status and historical uptime data.
8. CONTACT
For SLA-related inquiries, contact support@lmldigitals.com.