This Addendum represents a service level agreement (“SLA” or “Addendum”) between Luminati ("Luminati") and Client for the provisioning of the services required to support and sustain the System. This Addendum is made part of the License Agreement between Luminati and the Client, for the use of the Luminati network and subject to its terms. This Addendum may be updated by Luminati from time to time to reflect changes in Luminati’s support practices, and a notice of such updates will be provided to the Client.
The objectives of this Addendum is to provide clear reference to service ownership, accountability, roles and/or responsibilities, to match expected service provision with actual service support and delivery.
1. Over 99.9% Network uptime Guarantee
Luminati guarantees that its System will be available 99.9% of the time over any given calendar month period.
Uptime of the System is defined by the official Luminati status report, available to Client using its sign in credentials here - luminati.io/cp/status.
The guarantee does not apply to any performance issues: (i) that result from a manual suspension by the Client which was caused by clicking the ‘Suspend Account’ button in ‘My settings’ page (ii) caused by factors outside of Luminati’s reasonable control, including without limitation any force majeure event or Internet access (iii) that result from Client's equipment, software or other technology and/or third party equipment, software or other technology, or (iv) arising from Luminati’s suspension and termination of your Client's right to use the System in accordance with the License Agreement.
2. Support Guarantee
Luminati provides free access to its technical support staff for network related queries. Contact the dedicated account manager for support.
3. Non-compliance with the SLA, and SLA resolution
As a sole remedy, noncompliance with the SLA allows Client to immediately suspend or terminate his Luminati account. Such termination does not affect payments that the Client is already committed to pay.