Provider: DELISOFT - FZCO, Trade Licence No. 29073.
Scope
Standard catalog plans are managed on a reasonable-efforts basis and do not include a numerical uptime guarantee or automatic service-credit schedule. A signed business order may include a specific SLA that replaces this standard policy for the named service.
Availability
Where an order includes an availability commitment, availability is measured by successful external checks of the LumaGrid-controlled service endpoint during the billing period, excluding the conditions listed below.
Measurement
The applicable order identifies the monitoring source, check interval, failure threshold, maintenance handling, time zone and evidence used for any availability calculation.
Exclusions
Expected exclusions include scheduled maintenance with notice, your code or configuration, your domains or third-party accounts, force majeure, attacks outside reasonable control, suspended or unpaid services, unsupported changes and external providers outside LumaGrid’s accepted responsibility.
Incident handling
LumaGrid will record material incidents, communicate status when practical and document corrective work appropriate to the impact.
Credits
Standard catalog plans do not include automatic service credits. If a signed order includes credits, that order states the schedule, claim window, maximum credit and exclusions. Credits do not replace mandatory consumer remedies.
Claim method
A claim must identify the service, affected period and observed impact. LumaGrid may compare the claim with monitoring and incident records.
Higher commitments
A signed business agreement may provide a different SLA, support target or remedy and will control for that service.