1. Overview

This Service Level Agreement ("SLA") describes the availability commitments for the Lumos Gate platform ("Service"). This SLA applies to paid plans only (Pro). The Free plan is provided as-is with no availability guarantees.

2. Platform Services Covered

This SLA covers the following platform-managed components:

Dashboard – Web interface at lumosgate.com for managing servers, domains, WAF rules, and account settings.
WebSocket Server – Communication layer between the dashboard and your agents for configuration sync, metrics, and status updates.
API – REST endpoints used by the dashboard and API keys for programmatic access.

Important: The agent software running on your VPS, HAProxy performance, SSL certificate provisioning, and your VPS provider's network availability are outside the scope of this SLA. These depend on your own infrastructure and chosen VPS provider.

3. Uptime Commitment

Plan	Monthly Uptime Target	Max Downtime/Month
Free	No guarantee	–
Pro	99.5%	~3 hours 39 minutes

Uptime is measured monthly as the percentage of total minutes in which the platform services (dashboard, API, WebSocket server) are operational and reachable.

4. Downtime Definition

Downtime is defined as any period where:

The dashboard is unreachable or returns 5xx errors for more than 5 consecutive minutes.
The WebSocket server is unable to accept agent connections for more than 5 consecutive minutes.
The API returns 5xx errors for more than 5 consecutive minutes.

4.1. Exclusions

The following are not counted as downtime:

Scheduled maintenance (announced at least 24 hours in advance).
Issues caused by your VPS provider, network, or infrastructure.
Agent-side failures (HAProxy crashes, SSL provisioning errors, disk space).
Force majeure events (natural disasters, war, government actions).
DNS propagation delays outside our control.
Issues caused by exceeding plan limits or violating the Acceptable Use Policy.
Browser-specific rendering issues or client-side JavaScript errors.

5. Service Credits

If we fail to meet the uptime commitment for your plan in a given calendar month, you may request a service credit applied to your account balance.

Monthly Uptime	Credit (% of monthly fee)
Below target but above 99.0%	10%
98.0% – 99.0%	25%
Below 98.0%	50%

Credits are capped at 50% of your monthly plan fee. Credits are applied as account balance and cannot be converted to cash or cryptocurrency refunds. To request a credit, contact [email protected] within 30 days of the incident with the affected dates.

6. Scheduled Maintenance

We may perform scheduled maintenance on the platform. Maintenance windows will be:

Announced at least 24 hours in advance via email to account holders.
Scheduled during low-traffic hours when possible (02:00–06:00 UTC).
Limited to a maximum of 4 hours per month for planned maintenance.

During maintenance, your agents and HAProxy instances continue to operate normally. Only dashboard access and new configuration pushes may be temporarily unavailable.

7. Support Response Times

Severity	Description	Pro Response Time
Critical	Platform completely down	4 hours
High	Major feature impaired	12 hours
Medium	Minor feature issue	48 hours
Low	General inquiry	72 hours

Response times are measured during business hours (Monday–Friday, 09:00–18:00 UTC) for Pro plans.

8. Your Responsibilities

To benefit from this SLA, you must:

Keep your agent software updated to the latest stable version.
Maintain your VPS with adequate resources (CPU, memory, disk space).
Configure your firewall and network settings according to our documentation.
Report incidents promptly to support.
Comply with our Terms of Service and Acceptable Use Policy.

9. Changes to This SLA

We may update this SLA from time to time. Material changes that reduce coverage will be communicated via email at least 30 days before taking effect. The current version is always available at this page.

10. Contact

For SLA-related inquiries, service credit requests, or to report an incident:

Support: [email protected]