service level
agreement.

LUCY OS guarantees a 99.9% Monthly Uptime Percentage for all Core Plan schools, and 99.99% for Enterprise Plan. Uptime is calculated as total monthly minutes minus downtime minutes, divided by total monthly minutes.

Downtime occurs when the platform is completely inaccessible or when critical database read/write operations fail system-wide. Exclusions include: scheduled maintenance (announced 7 days prior), upstream provider outages (AWS/Vercel/Supabase), force majeure, or issues caused by the Institution's network/hardware.

Incidents are categorized by severity. Severity 1 (Critical Outage - Platform down): 30-minute initial response, continuous updates every hour. Severity 2 (High - Major feature degraded): 2-hour response. Severity 3 (Medium - Minor feature bug): 12-hour response. Severity 4 (Low - UI glitch/inquiry): 24-hour response.

Upon detecting a Severity 1 or 2 incident, our automated monitoring triggers an immediate pager alert to the engineering team. We immediately update the LUCY OS Status Page. Engineers will execute pre-configured disaster recovery runbooks to reroute traffic or roll back degraded updates. You will receive an incident post-mortem within 48 hours of resolution detailing the root cause and preventative measures taken.

If we fail to meet the Uptime Guarantee, you are eligible for Service Credits applied to future billing. For 99.9% target: < 99.9% to >= 99.0%: 10% credit. < 99.0%: 25% credit. Claims must be submitted to support within 15 days of the month-end.

LUCY OS performs continuous Point-in-Time Recovery (PITR) backups via PostgreSQL WAL streaming. In the event of catastrophic data corruption, we guarantee a Recovery Point Objective (RPO) of 5 minutes and a Recovery Time Objective (RTO) of 4 hours.