Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") is a policy governing the use of LightYear Cloud Services and is incorporated by reference into the LightYear Cloud Terms of Service. This SLA applies to all paid customers of LightYear Cloud Ltd. ("LightYear").

LightYear is committed to providing highly available, reliable cloud infrastructure. This SLA defines the uptime commitments we make for our Services, how uptime is measured, and the remedies available to you if we fail to meet those commitments.

In the event of a conflict between this SLA and the Terms of Service, the Terms of Service shall govern.

2. Uptime Commitment

LightYear commits to the following monthly uptime percentages for each Service:

"Monthly Uptime Percentage" means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in that month, divided by the total number of minutes in that month, expressed as a percentage.

3. Uptime Measurement

3.1 Definition of Downtime

"Downtime" means the total accumulated minutes during a calendar month during which a Service is unavailable. A Service is considered unavailable when it fails to respond to health check requests from LightYear's monitoring infrastructure for more than one (1) consecutive minute.

3.2 Monitoring

LightYear monitors service availability from multiple geographic locations at 1-minute intervals. Uptime is calculated based on the average availability across all monitoring locations. Real-time and historical status information is available at lightyear.host/status.

3.3 Calculation Period

Uptime is calculated on a calendar month basis. Partial months (e.g., when a service is first provisioned or terminated mid-month) are calculated pro-rata based on the days the service was active.

4. Exclusions

The following are excluded from Downtime calculations and do not qualify for Service Credits:

• Scheduled maintenance: Planned maintenance windows announced at least 48 hours in advance via email and the status page.
• Emergency maintenance: Unplanned maintenance required to address critical security vulnerabilities or prevent imminent service degradation, with notice provided as soon as reasonably practicable.
• Customer-caused issues: Downtime caused by your actions or inactions, including misconfiguration, software bugs in your applications, or resource exhaustion caused by your workloads.
• Force majeure: Events beyond LightYear's reasonable control, including natural disasters, war, terrorism, government actions, or failures of third-party infrastructure providers.
• Network issues beyond our network: Internet connectivity issues outside of LightYear's network infrastructure.
• Free tier services: Services provided at no charge are not covered by this SLA.
• Beta services: Services designated as "beta," "preview," or "experimental" are not covered by this SLA.

5. Service Credits

If LightYear fails to meet the Monthly Uptime Percentage commitment for a Service in a given calendar month, you may be eligible for Service Credits according to the following schedule:

Service Credits are calculated as a percentage of the monthly charges for the affected Service only. Credits are applied to your account balance and may be used toward future Services. Credits are not redeemable for cash and are not transferable.

The maximum total Service Credit for any single calendar month shall not exceed 50% of your monthly charges for the affected Service.

6. Claiming Credits

To claim a Service Credit, you must:

1. Submit a credit request to [email protected] within 30 days of the end of the calendar month in which the Downtime occurred.
2. Include in your request: your account email, the affected Service(s), the approximate dates and times of the Downtime, and a description of the impact.
3. Provide any relevant logs or evidence supporting your claim.

LightYear will review your request within 10 business days and notify you of the outcome. If your claim is approved, the credit will be applied to your account within 5 business days of approval.

Service Credits are your sole and exclusive remedy for any failure by LightYear to meet the Monthly Uptime Percentage commitments in this SLA.

7. Support Response Times

LightYear provides the following support response time commitments based on ticket severity:

Support is available 24/7 via [email protected]. Response times are measured from the time a ticket is received to the time of first substantive response from a LightYear support engineer.

8. Network SLA

LightYear commits to the following network performance targets:

• Network availability: 99.99% monthly uptime for LightYear's backbone network.
• Packet loss: Less than 0.1% packet loss within LightYear's network under normal operating conditions.
• Latency: Less than 5ms average latency between LightYear data centers within the same region.
• Bandwidth: Guaranteed minimum bandwidth as specified in your plan; burst bandwidth available subject to availability.

Network SLA commitments apply to LightYear's internal network infrastructure. We do not guarantee performance of the public internet or third-party networks.

9. Storage SLA

9.1 Block Storage Durability

LightYear Block Storage is designed for 99.999% annual durability. Data is replicated across multiple physical drives within the same availability zone. We recommend maintaining backups for critical data.

9.2 Object Storage Durability

LightYear Object Storage is designed for 99.999999999% (11 nines) annual durability. Data is replicated across multiple availability zones within a region.

9.3 Backup Retention

Automated backups are retained for the period specified in your plan (typically 7 days for standard plans). Backup restoration is available through the control panel or API.

10. Managed Database SLA

For Managed Database clusters, LightYear commits to:

• Availability: 99.95% monthly uptime for database clusters with at least 2 nodes (primary + standby).
• Automated failover: Automatic promotion of standby to primary within 60 seconds of primary failure detection.
• Backup frequency: Daily automated backups with point-in-time recovery (PITR) for the last 7 days.
• Backup retention: 7 days for standard plans; up to 30 days for premium plans.
• Patch management: Security patches applied within 72 hours of release; major version upgrades scheduled with 14 days' notice.

Single-node database clusters are not covered by the 99.95% uptime SLA. We strongly recommend deploying production databases with at least 2 nodes.

11. Limitations

This SLA does not apply to: (a) features or services designated as beta, preview, or experimental; (b) free tier services; (c) services suspended or terminated due to AUP violations; or (d) downtime caused by customer actions.

Service Credits are the sole and exclusive remedy for any failure by LightYear to meet the uptime commitments in this SLA. In no event shall LightYear's total liability under this SLA exceed the amounts set forth in the Limitation of Liability section of the Terms of Service.

LightYear reserves the right to modify this SLA at any time with 30 days' notice. Continued use of the Services after the effective date of the modified SLA constitutes acceptance of the changes.

12. Contact

For SLA-related inquiries and credit claims:

• Billing & credits: [email protected]
• Technical support: [email protected]
• Status page: lightyear.host/status