This Service Level Agreement ("SLA") describes the availability targets, support response targets, and operational practices for the Lumina platform provided by Lumina Dental Limited, registered in England and Wales (company number 16067035).
This SLA forms part of the Terms of Service between Lumina and the Customer. Unless otherwise stated, the commitments in this SLA are operational targets, not contractual guarantees. Enterprise customers may negotiate binding service levels under a separate agreement.
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). 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 18:00 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. Support is available during Business Hours on every tier. Business Hours are 08:00 to 18:00 UK time, Monday to Friday, excluding English public holidays, as defined in the Terms of Service. A Business Day is a day on which Business Hours occur.
Response times listed below are targets, not guarantees, unless expressly guaranteed in the Customer's Service Confirmation or in a separate written agreement with Lumina (see Enterprise, Section 6.2).
A response target is the target time for Lumina's initial meaningful response: a reply from a person who has read the request and gives an initial assessment, a next step, or a request for the information needed to progress it. It is not a target for resolution. Resolution depends on the nature of the issue, and Lumina keeps the Customer informed as described in Section 3.3.
Targets are measured within Business Hours. The clock starts when the request is received through a support channel listed below, runs only during Business Hours, and pauses outside them. A request received outside Business Hours is treated as received at the start of the next Business Day. For a same-day target, a request received after 14:00 UK time is treated as received at the start of the next Business Day.
Where an incident's severity (Section 3.2) would produce a faster target than your tier's response target below, the severity target applies, measured in the same way.
| Tier | Response Target | Channels |
|---|---|---|
| Starter Practice | Within two Business Days | |
| Growing Practice | Same Business Day | Email, in-app |
| Enterprise | Within 4 hours during Business Hours, with a named account contact | Email, in-app, phone |
Outside Business Hours, Lumina provides best-efforts monitoring and response for Critical incidents (Section 3.2) but does not commit to a response time. Support outside Business Hours, or a faster or guaranteed response, applies only where recorded in the Customer's Service Confirmation or agreed in a separate written agreement with Lumina.
3.2 Incident Severity
Where the Customer reports an incident, Lumina will assess its severity and respond accordingly:
| Severity | Definition | Target Response |
|---|---|---|
| Critical | The Service is completely unavailable to the Customer, or Lumina suspects a security incident or personal data breach affecting Customer Data | Within 1 hour during Business Hours, on all tiers. Outside Business Hours, Lumina provides best-efforts monitoring and response for Critical incidents but does not commit to a specific response time, unless a different arrangement is recorded in the Customer's Service Confirmation or agreed in a separate written agreement (see Enterprise, Section 6.2). |
| High | Core functionality significantly impaired for multiple users | Within 4 hours during Business Hours, on all tiers. |
| Medium | Non-critical feature degraded or workaround available | Per tier response target |
| Low | Minor issue, cosmetic defect, or general enquiry | Per tier response target |
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 on production systems
- Document versioning: Files and documents are stored with version history. Coverage is being extended across all document storage as part of an ongoing hardening programme
- Deletion protection: Production tables are being brought under database-level deletion protection as part of an ongoing hardening programme
4.2 Recovery Objectives
| Metric | Target | Notes |
|---|---|---|
| Recovery Time Objective (RTO) | 4 hours | For critical service components. Actual recovery time may vary depending on the nature and scope of the incident. |
| Recovery Point Objective (RPO) | Near real-time | Database changes are captured continuously. In the event of a failure, data loss is expected to be minimal. |
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. Restore procedures for these targets are being formalised and tested.
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 of the production environment
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
What this means if you're on Starter Practice
Lumina targets 99.9% monthly availability. This is a target, not a guarantee, and there are no service credits on Starter. Support is by email during Business Hours (08:00-18:00 UK time, Monday to Friday, excluding English public holidays), with a response target of two Business Days. A response target is for our first meaningful reply, not for fixing the issue. If you report a Critical incident (the Service is completely down, or we suspect a security or data breach), we target a 1-hour response during Business Hours; outside those hours we do best-efforts monitoring but don't commit to a response time.
Behind the scenes, we keep a 35-day rolling backup of your data. Recovery targets are being formalised, so we don't promise a fixed recovery time. We don't guarantee zero data loss.
None of this depends on which plan you're on. The security measures in this SLA, your ability to access your clinical records, and your right to request a full export of your data are exactly the same on Starter as on every other tier.
If we materially miss these targets, your remedy is to raise it with support and, if it's not resolved, to cancel. That's the position on every standard tier, not just Starter. It covers missed targets only. It doesn't take away your remedies if we break a promise in the Terms, a warranty or the DPA.
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 for the missed target 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.
That sole remedy applies only to a failure to meet an operational target described in this SLA. It does not limit or exclude any remedy the Customer has for a breach of an express contractual obligation, a warranty or an obligation under the DPA, including the express backup obligations in Section 9.4 of the Terms of Service and the warranties in Section 10A of the Terms of Service. Those remedies are governed by the Terms of Service and the DPA, including Section 12 of the Terms of Service.
This SLA, including the security and data-protection measures described in Section 7, applies equally to the Starter Practice tier: nothing in this SLA makes access to your clinical records, or your ability to request a full export of them, conditional on which tier you are on.
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+)
- Sign-in is passwordless by default. Every sign-in requires a one-time code sent to the user's verified email address or mobile number, so access always depends on control of a verified channel rather than a stored password. Passkeys and authenticator-app multi-factor authentication are supported and recommended, and organisations can require additional factors for their staff.
- Role-based access control with granular permissions
- Data is logically separated by organisation, with per-request authorisation checks on every API call
- Audit logging of data modifications and of key access and security events, including authentication events, permission changes and administrative actions
Clinical safety: If Lumina identifies a defect in the Service that has caused, or could cause, patient harm (for example, a defect that displays, records or transmits clinical information incorrectly), Lumina will notify affected Customers promptly, and in any event within 72 hours of confirming the defect meets this description. Lumina maintains a named clinical safety contact and a hazard log for the Service, and will co-operate with a Customer's own clinical safety, incident-reporting and duty-of-candour processes (including DCB0160, PSIRF where applicable, and CQC notifications) in relation to any such defect. Fixes for a confirmed clinical-safety defect are prioritised ahead of the general incident-severity targets in Section 3.2. Nothing in this SLA restricts either party's right to report a safety concern to a regulator.
8 Changes to This SLA
Lumina may update this SLA only in accordance with Section 18 of the Terms of Service, which applies to this SLA as it applies to the Terms. In particular:
- Lumina may make a change only for a reason permitted by Section 18.1, and subject to the limits in that Section, including proportionality and no retrospective effect.
- Each change is classified as minor, material or major under Section 18.2 and takes effect only as that Section provides. A change that reduces the level of service described in this SLA is at least a material change and requires at least 30 days' written notice under Sections 18.2 and 18.6. A change that only improves the level of service is a minor change and takes effect on publication.
- A change within Section 18.3 takes effect for the Customer only when the Customer accepts it.
- The Customer's rights under Section 18.4 to reject a material or major change, to terminate, and to receive a pro rata refund apply to changes to this SLA.
Nothing in this SLA gives Lumina a power to change this SLA that is separate from, or wider than, Section 18 of the Terms of Service.
9 Contact
To report a service issue or for questions about this SLA:
Lumina Dental Limited, registered in England and Wales (company number 16067035)
Support: support@luminadental.co.uk
Security incidents: security@luminadental.co.uk
General: operations@luminadental.co.uk
This Service Level Agreement was last updated in September 2026. Previous versions are available upon request.