This Service Level Agreement sets out the availability, support response, and performance standards we commit to for our clients — and what happens if we fall short.
Uptime Guarantee
Calculated monthlyCritical (P1) Response
24/7/365Standard (P3) Response
Business hoursSecurity Monitoring
Real-time threat detectionFor cloud-hosted SaaS products, CRM platforms, automation tools, and custom software deployments hosted on our infrastructure, we guarantee 99.9% monthly uptime.
Excluded from uptime calculation: scheduled maintenance (with advance notice), force majeure events, client-side network issues, and downtime caused by third-party dependencies outside our control.
Support is available via support@lynxtechmedia.com and our website. Response times are measured from ticket submission during applicable hours.
| Priority | Definition | First Response | Update Frequency | Resolution Target |
|---|---|---|---|---|
| P1 — Critical | System down, data loss, or security breach affecting all users | < 4 hours (24/7/365) | Every 2 hours | < 8 hours |
| P2 — High | Major feature broken, performance degradation, or single user unable to work | < 8 business hours | Daily | < 24 business hours |
| P3 — Normal | Minor bugs, feature requests, general questions, configuration help | < 24 business hours | Every 2 business days | < 5 business days |
| P4 — Low | Documentation inquiries, future enhancements, training requests | < 48 business hours | Weekly | Next release cycle |
We perform routine maintenance in a defined maintenance window, keeping interruptions to a minimum. For planned maintenance requiring a service interruption, we provide at least 7 calendar days advance notice by email.
| Backup Type | Frequency | Retention | Recovery SLA |
|---|---|---|---|
| Database (Full) | Daily | 30 days | < 4 hours for P1 incidents |
| Database (Incremental) | Every 6 hours | 7 days | |
| File Storage (uploads, assets) | Daily | 30 days | |
| Point-in-Time Recovery | Continuous | 7 days | < 8 hours |
Disaster Recovery: RTO (Recovery Time Objective) < 4 hours. RPO (Recovery Point Objective) < 6 hours for standard data, < 30 minutes for premium enterprise tiers.
If we fail to meet the uptime or response/resolution targets, you may request service credits as follows:
| Monthly Uptime | Service Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.89% | 5% |
| 98.0% – 98.99% | 15% |
| 95.0% – 97.99% | 30% |
| Below 95.0% | 50% (capped at 1 month free) |
| Missed SLA | Service Credit (% of monthly fee) |
|---|---|
| First response > 4 hours | 5% |
| Resolution > 8 hours | 10% (additional) |
| Multiple missed P1 SLAs in one month | Up to 30% cumulative |
How to request: Submit a credit request to support@lynxtechmedia.com within 15 days of the incident, including ticket numbers and timestamps. Credits appear on your next invoice and cannot be exchanged for cash. Total monthly credits cannot exceed 50% of your monthly recurring fee.
We monitor service availability continuously from multiple geographic locations using independent monitoring tools. Monthly SLA reports are available upon request for enterprise clients.
Customer Portal: Log in to our website to view incident history, maintenance schedules, and live system status.
For SLA enquiries, incident reporting, or service credit requests, contact our support team.
Custom SLAs with higher uptime guarantees and dedicated support channels are available for enterprise clients.
Contact Sales