Service Level Agreement

Lex Source IO is committed to maintaining high availability of the Platform. Our target uptime is 99.5% per calendar month, calculated as: (total minutes in month − downtime minutes) ÷ total minutes in month × 100.

This SLA applies to paid subscription plans (Pro, Team, and Enterprise). Free-tier accounts are provided on a best-effort basis without uptime guarantees.

Uptime is monitored continuously through automated health checks, synthetic monitoring, and real-user monitoring. Status information is available through our status page.

The following periods are excluded from uptime calculations:

Routine maintenance is scheduled during low-usage periods to minimize disruption. The standard maintenance window is Sundays 02:00–04:00 East Africa Time (EAT).

Scheduled maintenance is announced at least 48 hours in advance through the Platform status page and, for Team and Enterprise customers, via email to registered account administrators.

Emergency maintenance may be performed without advance notice when necessary to address critical security vulnerabilities, prevent imminent service disruption, or respond to active incidents. We will provide notice as soon as practicable.

Total scheduled and emergency maintenance shall not exceed 8 hours per calendar month.

Support response times vary by subscription plan. Response time is measured from the time a support request is submitted through the designated support channel to the time a human support representative provides an initial substantive response.

Incidents are classified by severity level to prioritize response efforts. The following table defines our incident classification and response time targets:

If Platform uptime falls below 99.5% in a calendar month (excluding the exclusions in Section 2), affected paid subscribers are eligible for service credits as follows:

Lex Source IO maintains the following data protection measures:

In the event of a security incident affecting user data or Platform availability:

Platform availability and performance are continuously monitored. Key metrics tracked include: uptime percentage, API response latency, AI inference latency, search query latency, error rates, and resource utilization.

Monthly uptime reports are available to Team and Enterprise customers upon request. These reports include: total uptime percentage, scheduled maintenance windows, incident summaries with root cause analysis, and service credit calculations if applicable.

Real-time and historical status information is publicly available through our status page.

To claim service credits, eligible customers must submit a written request within 30 days of the end of the calendar month in which the SLA was not met.

Service credit requests should be submitted through the Billing Support channel and include: account identifier, the calendar month for which credits are claimed, and a brief description of the impact experienced.

Approved service credits are applied to the next billing cycle. Credits have no cash value, are non-transferable, and cannot be exchanged for refunds except as provided in our Refund & Cancellation Policy.

The total service credits issued in any calendar month shall not exceed 50% of the monthly subscription fee for that month.

This SLA does not apply to:

This SLA is reviewed quarterly and updated as infrastructure, monitoring capabilities, and service commitments evolve.

Material changes to SLA terms will be communicated to paid subscribers at least 30 days in advance. Changes that reduce commitments will not apply retroactively to the current billing period.

The effective date at the top of this policy indicates the current version. Continued use of the Platform after SLA updates constitutes acceptance of the revised terms.