1.1 This Service Level Agreement (“SLA”) sets out the availability target for eligible services from Lucid Cloud Platform (“LCP”, “we”, “us”, “our”), a trading name of Lucid Solutions Group Ltd, and the service credits you can claim if we do not meet it. It forms part of our Terms and Conditions.

1.2 This SLA is the sole and exclusive financial remedy for any failure to meet the availability target.

2.1 This SLA applies to the following paid, active services: shared hosting, WordPress hosting, managed cloud and virtual private servers (VPS).

2.2 This SLA does not apply to: free trials, beta services, domain name registration, SSL certificates, third-party software, or any service while it is suspended for non-payment or a breach of our Acceptable Use Policy.

3.1 We aim to make the eligible services available 99.9% of the time in each calendar month, measured as network and server availability at our infrastructure, excluding the events listed in clause 5.

3.2 A 99.9% monthly target allows for up to approximately 43 minutes and 50 seconds of downtime per 30 day month. For reference:

3.3 “Downtime” means a period during which an eligible service is not reachable or not functioning due to a fault within our control, as recorded by our monitoring systems. Downtime is measured from the time we detect it, or you report it by support ticket, whichever is earlier, until service is restored.

4.1 If monthly availability for your eligible service falls below the target, you may claim a service credit against the monthly fee for that service, as follows:

4.2 Service credits are calculated on the recurring monthly fee for the affected service only, excluding set-up fees, domains, SSL, add-ons and taxes. Where a service is billed annually, the monthly fee is one twelfth of the annual fee.

4.3 The total service credits in any single calendar month will not exceed 100% of that month’s fee for the affected service.

4.4 Service credits are applied against future invoices for the affected service. They are not paid as cash and have no cash value.

5.1 The availability target and service credits do not apply to downtime caused by:

• (a) scheduled or emergency maintenance carried out in line with clause 6;
• (b) events beyond our reasonable control (force majeure), as described in the Terms and Conditions, including power, network or upstream provider failures, cyber attacks and acts of government;
• (c) your own acts or omissions, or those of your users, including your code, applications, plugins, themes, configuration or content;
• (d) your equipment, software, or internet connection, or issues outside our network;
• (e) suspension or restriction of the service under the Terms and Conditions or Acceptable Use Policy, for example for non-payment or abuse;
• (f) use of the service beyond its fair use or resource limits; or
• (g) DNS or domain issues not caused by us, or delays in third-party registries or certificate authorities.

6.1 We may carry out scheduled maintenance and will aim to give you reasonable prior notice, usually at least 48 hours, and to schedule it during off-peak hours where practicable.

6.2 We may carry out emergency maintenance without prior notice where needed to protect the security, integrity or stability of the network. We will aim to keep any resulting disruption to a minimum.

7.1 To claim a credit, raise a support ticket in the control panel within 30 days of the end of the month in which the downtime occurred, including the dates and times affected and, where you have it, your own supporting evidence.

7.2 We will review the claim against our monitoring records. Our monitoring records are the primary source of truth for availability. We will confirm any credit due within a reasonable time.

7.3 To be eligible, your account must be in good standing, with no overdue balance and no unresolved breach of the Acceptable Use Policy, at the time of the claim.

8.1 Support is provided through our ticketing system in the control panel. We aim to respond quickly and to help you get set up and resolve any issues.

8.2 Support response is a target, not a guarantee, and does not carry service credits.

9.1 We may update this SLA from time to time. The current version is always published on our website. We will give reasonable notice of any change that materially reduces your rights under it.

For questions about this SLA, please contact us.