Service Level Agreement

Last Updated: November 21, 2025

1. Uptime Commitment

Luminary AI guarantees that the Services will be available 99.9% of the time during any calendar month ("Uptime Commitment"), excluding Scheduled Maintenance.

2. Scheduled Maintenance

We will provide at least 48 hours' advance notice for scheduled maintenance that may impact availability. We endeavor to schedule maintenance during off-peak hours (weekends or late nights ET).

3. Service Credits

If we fail to meet the Uptime Commitment, you may be eligible for the following Service Credits:

Monthly Uptime PercentageService Credit
99.0% – 99.89%10% of Monthly Fee
95.0% – 98.99%25% of Monthly Fee
Below 95.0%50% of Monthly Fee

Credits are calculated as a percentage of the subscription fees paid for the month in which the downtime occurred. To receive a credit, you must submit a request to support@luminaryai.com within 30 days of the incident.

4. Exclusions

The Uptime Commitment does not apply to downtime caused by:

  • Force majeure events (e.g., natural disasters, wars).
  • Internet service provider failures or delays outside our control.
  • Your unauthorized or misuse of the Services.
  • Third-party API outages (e.g., if an underlying AI model provider goes offline), though we will make reasonable efforts to mitigate this.

5. Support Response Times

We strive to respond to support inquiries within:

  • Critical Issues (System Down): 4 hours
  • Standard Issues: 1 business day (Monday–Friday, 9 AM – 6 PM ET)