Service Level Agreement

Effective Date: February 2026

1. Availability

1.1 Availability Target

Lumina targets 99.9% availability for the Service, measured on a calendar month basis. This is a design objective and operational target. Lumina does not currently offer formal SLA credits for downtime on standard subscription tiers.

Availability is calculated as follows:

"Downtime" means a period during which the core Service is materially unavailable to the Customer, excluding the events listed in Section 1.3 (Exclusions).

1.2 Infrastructure

The Service is hosted on Amazon Web Services (AWS) infrastructure in the United Kingdom (eu-west-2, London region). The platform is deployed across multiple availability zones within eu-west-2 for resilience. There is no cross-region replication.

1.3 Exclusions

The following events are excluded from availability calculations:

• Scheduled maintenance (see Section 2)
• Force majeure events as described in the Terms of Service
• Issues caused by the Customer's systems, networks, equipment, or internet connectivity
• Issues caused by third-party services (including Stripe, internet service providers, and browser vendors)
• Suspension of the Customer's access due to breach of the Terms of Service or non-payment
• Features or functionality labelled as "beta", "preview", or "experimental"

2. Scheduled Maintenance

Lumina may perform scheduled maintenance on the Service from time to time. Lumina will endeavour to:

• Conduct scheduled maintenance outside of business hours (08:00 to 19:00 UK time, Monday to Friday) where practicable
• Provide reasonable advance notice of scheduled maintenance that is expected to cause service disruption (typically at least 48 hours for routine maintenance, or 7 days for major changes)
• Minimise the duration and impact of maintenance windows

Emergency maintenance (required to address security vulnerabilities or prevent imminent service degradation) may be performed without advance notice.

3. Support

3.1 Support Tiers

Support is provided in accordance with the Customer's subscription tier. Response times listed below are targets, not guarantees, unless expressly agreed in a separate Enterprise agreement.

Business hours are 08:00 to 18:00 UK time, Monday to Friday, excluding English public holidays.

3.2 Incident Severity

Where the Customer reports an incident, Lumina will assess its severity and respond accordingly:

Severity classification is determined by Lumina acting reasonably. The Customer may request a reclassification with supporting justification.

3.3 Incident Communication

During a Critical or High severity incident, Lumina will provide status updates at reasonable intervals until the issue is resolved or mitigated. Post-incident, Lumina will provide a summary of the root cause and remediation steps upon reasonable request.

4. Backup and Recovery

4.1 Backups

Lumina maintains rolling backups of all Customer Data:

• Point-in-time recovery: 35-day rolling window for database records
• Document versioning: All files and documents stored with version history
• Deletion protection: Enabled on production databases to prevent accidental data loss

4.2 Recovery Objectives

These are operational targets. Lumina does not guarantee specific recovery times or zero data loss. In the event of a major incident, Lumina will use commercially reasonable efforts to restore the Service as quickly as possible.

5. Monitoring

Lumina operates continuous monitoring across the platform to detect and respond to issues proactively. This includes:

• Real-time health checks on all service endpoints
• Automated alerting on error rates, latency, and resource utilisation
• Security monitoring for anomalous access patterns
• Infrastructure monitoring across all availability zones

Lumina does not currently provide a public status page. If the Service becomes unavailable, Lumina may notify affected Customers by email where practicable.

6. Remedies

6.1 Standard Tiers

For Customers on Starter Practice and Growing Practice tiers, this SLA describes operational targets only. In the event of a material failure to meet these targets, the Customer's sole remedy is to raise the issue with Lumina support and, if the matter is not resolved to the Customer's reasonable satisfaction, to terminate the Terms of Service in accordance with the termination provisions therein.

6.2 Enterprise Tier

Enterprise customers may negotiate binding service level commitments, including service credits and specific remedies, under a separate written agreement. Such commitments, if agreed, will supersede the corresponding sections of this SLA to the extent of any conflict.

7. Data Protection and Security

Lumina implements appropriate technical and organisational measures to protect Customer Data. These are described in detail in the Data Processing Agreement and on our Security page. Key measures include:

• Encryption at rest (AES-256) and in transit (TLS 1.2+)
• Mandatory multi-factor authentication (MFA), enforced for all platform user accounts
• Role-based access control with granular permissions
• Complete data isolation between organisations
• Comprehensive audit logging

8. Changes to This SLA

Lumina may update this SLA from time to time. For material changes that reduce the level of service described herein, Lumina will provide at least 30 days' written notice to the Customer. Changes that improve the level of service may be made at any time without notice.

9. Contact

To report a service issue or for questions about this SLA: