1. Uptime Guarantee
For all cloud-hosted SaaS products, CRM platforms, marketing automation tools, and custom software deployments hosted on LYNX infrastructure, we guarantee 99.9% monthly uptime. Uptime is calculated as:
Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100
Excluded from uptime calculation: Scheduled maintenance (with 7-day notice), force majeure events, client-side network issues, and downtime caused by third-party dependencies outside our control.
2. Support Response & Resolution Times
Support is available via support@lynxtechmedia.com, phone, and client portal. Response times are measured from ticket submission during applicable hours.
| Priority Level | Definition | First Response | Update Frequency | Resolution Target |
|---|
| P1 - Critical | System down, data loss, security breach affecting all users | < 4 hours (24/7/365) | Every 2 hours | < 8 hours |
| P2 - High | Major feature broken, performance degradation, single user unable to work | < 8 business hours | Daily | < 24 business hours |
| P3 - Normal | Minor bugs, feature requests, general questions, configuration help | < 24 business hours | Every 2 business days | < 5 business days |
| P4 - Low | Documentation inquiries, future enhancements, training requests | < 48 business hours | Weekly | Next release cycle or as scheduled |
Business Hours: Monday – Friday, 09:00 – 17:00 CAT (Central Africa Time). P1 Critical issues are supported 24/7/365 including holidays and weekends.
3. Scheduled Maintenance
Routine Maintenance Window: Saturdays from 22:00 to 02:00 UTC (Sunday 00:00-04:00 CAT). During this window, brief service interruptions may occur but will not exceed 15 minutes cumulative per month.
Notice Policy: For planned maintenance requiring service interruption, we provide minimum 7 calendar days advance notice via email and in-app notification. Emergency security patches or critical updates may be deployed without notice but will be communicated immediately after.
- Maintenance that does NOT affect uptime (zero-downtime deployments) is excluded from downtime calculations.
- Emergency maintenance due to security threats: as needed, no service credits apply.
4. Data Backup & Disaster Recovery
We implement comprehensive backup and recovery procedures to protect your data:
| Backup Type | Frequency | Retention | Recovery SLA |
|---|
| Database (Full) | Daily | 30 days | < 4 hours for P1 incidents |
| Database (Incremental) | Every 6 hours | 7 days |
| File Storage (User uploads, assets) | Daily | 30 days |
| Point-in-Time Recovery | Continuous (transaction logs) | 7 days | < 8 hours for specific point-in-time |
Disaster Recovery: Multi-region failover capable. RTO (Recovery Time Objective): < 4 hours. RPO (Recovery Point Objective): < 6 hours for standard data, < 30 minutes for premium enterprise tiers.
Optional Add-On: Extended backup retention (1 year) and real-time replication available for enterprise clients. Contact your account manager.
5. Service Credits (Compensation)
If we fail to meet the uptime guarantee or response/resolution targets, you may request service credits as follows:
Uptime Service Credits
| Monthly Uptime | Service Credit (% of monthly fee) |
|---|
| 99.0% – 99.89% | 5% |
| 98.0% – 98.99% | 15% |
| 95.0% – 97.99% | 30% |
| Below 95.0% | 50% (capped at 1 month free) |
Response/Resolution Service Credits (P1 Only)
| Missed SLA | Service Credit (% of monthly fee) |
|---|
| First response > 4 hours | 5% |
| Resolution > 8 hours | 10% (additional) |
| Multiple missed P1 SLAs in one month | Up to 30% cumulative |
How to Request: Submit a credit request to billing@lynxtechmedia.com within 15 days of the incident, including ticket numbers and timestamps. Credits appear on your next invoice and cannot be exchanged for cash refunds. Total monthly credits cannot exceed 50% of your monthly recurring fee.
6. Exclusions (What This SLA Does NOT Cover)
- Free Trials & Beta Services: No SLA applies to free trial periods, beta features, or evaluation environments.
- Third-Party Integrations: Downtime or issues caused by APIs, plugins, or services not owned by LYNX TECH & MEDIA.
- Client-Caused Issues: Misconfiguration, exceeding usage limits, unauthorized modifications, or client-side network/hardware failures.
- Force Majeure: Natural disasters, war, terrorism, internet backbone failures, or government actions.
- DDoS Attacks: Downtime exceeding our standard mitigation capacity (we maintain 99% mitigation success).
- Third-Party Dependency Failures: Cloud provider (AWS/Azure/Google) region outages beyond our control — we follow their SLA and pass through credits.
7. Uptime Reporting & Verification
We publish real-time and historical uptime statistics at status.lynxtechmedia.com. Monthly SLA reports are available upon request for enterprise clients. Uptime calculations are verified using independent monitoring services (Pingdom, UptimeRobot) across multiple geographic locations.
Customer Portal: Log in to view incident history, maintenance schedules, and live system status.
8. Key Definitions
- Downtime: Period when core service is unavailable for intended use, measured from customer report or internal monitoring, whichever is earlier.
- Business Hours: 09:00 – 17:00 CAT, Monday – Friday, excluding Malawi public holidays.
- Response: Acknowledgment of ticket by a support engineer with initial triage.
- Resolution: Permanent fix or acceptable workaround restoring normal operation.
- Service Credit: Monetary credit applied to future invoices, not a cash refund.
Agreement Governance: This SLA is incorporated into our Master Services Agreement and Terms & Conditions. LYNX TECH & MEDIA LIMITED reserves the right to update this SLA with 30 days' notice. Material changes will be communicated directly to affected clients.
Effective Date: May 15, 2026
Version: 2.0 — Enterprise Edition
SLA Inquiries: sla@lynxtechmedia.com