Service Level Agreement
Our commitment to platform reliability and uptime
Uptime Guarantee
Lucksgetit guarantees 99.9% monthly uptime for the platform. This means the service will be available and operational for at least 99.9% of each calendar month, excluding scheduled maintenance windows.
What Counts as Downtime
Downtime is defined as any period when the Lucksgetit platform is unavailable and unable to process automation workflows or serve dashboard interfaces to customers. Specifically, downtime includes:
- Complete inability to access the Lucksgetit web interface
- API endpoints returning 500-level server errors for more than 5 consecutive minutes
- Automation workflows failing to execute due to platform infrastructure issues
- Database or core service failures preventing normal operation
Important: Downtime is measured from the time we detect the issue or receive a support ticket, whichever comes first, until service is fully restored.
What Does NOT Count as Downtime
The following events are explicitly excluded from our uptime calculation:
- Scheduled Maintenance: Pre-announced maintenance windows with at least 48 hours notice (typically conducted during off-peak hours)
- Third-Party Service Issues: Outages or failures caused by external services (e.g., email providers, payment processors, CRM integrations)
- Network Issues: Internet connectivity problems on the customer's end
- User Error: Misconfiguration of workflows, invalid API credentials, or incorrect automation parameters
- Force Majeure: Events beyond our control (natural disasters, acts of war, government actions, etc.)
- Beta Features: Services or features explicitly marked as "beta" or "experimental"
Scheduled Maintenance
We perform scheduled maintenance to keep the platform secure, stable, and performant. All scheduled maintenance will be:
- Announced at least 48 hours in advance via email and status page
- Conducted during off-peak hours (typically weekends or late evenings UTC)
- Limited to a maximum of 4 hours per month
- Completed as quickly as possible to minimize disruption
Monitoring & Status Updates
We continuously monitor platform health and performance. In the event of an outage:
- Our engineering team is alerted immediately
- Status updates are posted to our status page within 15 minutes
- Affected customers receive email notifications
- We provide regular progress updates until service is restored
Support & Reporting Issues
If you experience issues with the platform, contact us immediately:
- Email: support@polsia.com
- Subject Line: Include "Lucksgetit - Urgent" for priority handling
- Response Time: We aim to respond within 2 hours for critical issues
Note: This SLA applies to all paid plans. Enterprise customers may receive custom SLA terms based on their agreement. Contact our sales team for details.