SERVICE LEVEL AGREEMENT
This Service Level Agreement ("SLA") is between Lemnia LLC ("Lymnus", "we", "us", "our") and the subscribing entity ("Customer", "you"). It describes our commitments to Platform availability, performance, and support response times. This SLA forms part of the Lymnus Terms of Service and applies to paid subscription plans unless otherwise stated.
1. Definitions
"Platform" means the Lymnus web application and associated services operated by Lemnia LLC, accessible at https://lymnus.com.
"Uptime" means the percentage of time the Platform is available and operational during a calendar month, calculated as: ((Total Minutes − Downtime Minutes) / Total Minutes) × 100.
"Downtime" means any period during which the Platform is completely unavailable to all users, excluding Scheduled Maintenance and Excluded Events.
"Scheduled Maintenance" means planned maintenance periods communicated to Customers at least 48 hours in advance.
"Incident" means an unplanned interruption or degradation of the Platform's functionality.
"Response Time" means the time between a Customer submitting a support request and a Lymnus support agent acknowledging it.
"Resolution Time" means the time between a Lymnus support agent acknowledging an Incident and deploying a fix or confirmed workaround.
2. Uptime Commitment
2.1 Monthly Uptime Target
Lymnus targets the following monthly uptime for the Platform, measured per calendar month:
Subscription Plan | Monthly Uptime Target | Maximum Monthly Downtime |
|---|---|---|
Free | No SLA guarantee | N/A |
Starter | 99.0% | ~7.2 hours |
Pro | 99.5% | ~3.6 hours |
Enterprise | 99.9% (or as specified in contract) | ~43 minutes |
Uptime percentages are calculated on a monthly basis across all production infrastructure. Measurements are conducted from Lymnus internal monitoring systems.
2.2 Excluded Events
The following are excluded from Downtime calculations and do not affect SLA credits:
Scheduled Maintenance windows communicated at least 48 hours in advance
Incidents caused by Customer actions, configurations, or integrations
Force majeure events (natural disasters, government actions, internet backbone failures, etc.)
Failures or outages of third-party services outside Lymnus's control (AI model providers, Stripe, AWS, etc.)
Denial-of-service (DoS/DDoS) attacks
DNS or CDN provider outages not caused by Lymnus
Free plan accounts (no uptime SLA applies)
3. Scheduled Maintenance
We will provide at least 48 hours' advance notice of scheduled maintenance that may affect Platform availability. Notice is provided via:
Email to the account's primary contact
In-Platform notification banner
Status page at https://lymnus.com/status (if available)
Scheduled maintenance is typically performed during low-usage periods. We target maintenance windows of no more than 4 hours per month. Maintenance windows lasting less than 10 consecutive minutes are not counted against the Downtime calculation.
4. Support Response and Resolution Times
4.1 Support Tiers
Support requests are classified by priority:
Priority | Definition | Example |
|---|---|---|
P1 — Critical | Platform completely unavailable or data loss occurring | All users unable to log in; data corruption |
P2 — High | Major feature unavailable; significant business impact | Report generation completely failing for all users |
P3 — Medium | Feature degraded but workaround exists | Slow extraction speeds; non-critical UI errors |
P4 — Low | Minor issue or general inquiry | UI cosmetic issues; feature questions; billing queries |
4.2 Response Time Commitments
Priority | Starter — Response | Pro — Response | Enterprise — Response / Resolution |
|---|---|---|---|
P1 — Critical | 8 business hours | 4 business hours | 1 hour / 4 hours |
P2 — High | 2 business days | 1 business day | 4 hours / 24 hours |
P3 — Medium | 5 business days | 3 business days | 1 business day / 5 business days |
P4 — Low | 7 business days | 5 business days | 3 business days / 10 business days |
"Business hours" means 09:00–18:00 Eastern Time, Monday through Friday, excluding United States federal holidays. Enterprise customers may negotiate extended support hours in their contract.
4.3 Submitting Support Requests
Support requests should be submitted through:
In-Platform: Support Center → Submit New Request
Email: support@lymnus.com
Enterprise customers may also have access to a dedicated Slack channel or phone escalation path as specified in their contract.
5. Service Credits
5.1 Credit Schedule
If Lymnus fails to meet the Uptime Commitment in any calendar month, eligible paid Customers may request a Service Credit:
Monthly Uptime Achieved | Credit as % of Monthly Fee |
|---|---|
99.0% – below SLA target | 5% |
95.0% – 98.9% | 10% |
90.0% – 94.9% | 20% |
Below 90.0% | 30% |
Service Credits are the sole and exclusive remedy for SLA failures. Credits are applied to the Customer's next invoice and have no cash value. Credits do not apply to Free plan accounts or to Excluded Events.
5.2 Credit Request Process
To request a Service Credit:
Submit a request to contact@lymnus.com within 30 days of the end of the affected calendar month
Include your account email, the affected month, and a description of the Downtime experienced
We will verify the claim against our monitoring data and apply eligible credits within 14 business days.
6. Incident Communication
During an active Incident affecting service availability, Lymnus will:
Post status updates to our status page (if available) within 30 minutes of declaring an Incident
Provide updates at least every 2 hours for P1 and P2 incidents until resolved
Send a post-incident report within 5 business days of resolution for incidents affecting multiple customers
Enterprise customers will additionally receive direct notification via email to the designated incident contact.
7. Data Backup and Recovery
Lymnus maintains the following backup practices for Customer data:
Production database backups: taken daily, retained for a minimum of 7 days
File storage (uploaded files, project outputs): backed up via cloud provider redundancy
Recovery Point Objective (RPO): 24 hours (maximum data loss in a worst-case scenario)
Recovery Time Objective (RTO): 4 hours (target time to restore service after a catastrophic failure)
These are targets, not guarantees. Actual recovery times may vary based on incident severity and complexity.
8. Security Incident Response
In the event of a confirmed security incident involving Customer data, Lymnus will:
Notify affected Customers within 72 hours of becoming aware of the incident
Provide information about the nature of the incident, data affected, and remediation steps
Cooperate with affected Customers in their own incident response obligations
Security incidents should be reported to contact@lymnus.com. Our Data Processing Agreement governs security incident handling for GDPR-regulated data.
9. Limitations and Exclusions
This SLA does not apply to:
Free plan accounts
Features or services in beta, preview, or experimental status
Unavailability caused by Customer's own systems, networks, or configurations
Third-party service failures (AI model providers, payment processors, OAuth providers, etc.)
Accounts suspended for violations of the Terms of Service or Acceptable Use Policy
This SLA sets out Lymnus's sole obligations with respect to service levels. Lymnus's total liability under this SLA shall not exceed the Service Credits described in Section 5. Nothing in this SLA limits the limitations of liability set out in the Terms of Service.
10. Enterprise Service Levels
Enterprise Customers with custom contracts may negotiate enhanced service levels including:
Higher uptime commitments (up to 99.99% with dedicated infrastructure)
24/7 P1 support coverage
Dedicated Customer Success Manager
Custom Recovery Time and Recovery Point Objectives
Data residency requirements
Enhanced security reviews and audit rights
Custom Enterprise SLAs supersede this standard SLA where they differ. Contact sales@lymnus.com for Enterprise terms.
11. Changes to This SLA
We may update this SLA from time to time. We will provide at least 30 days' notice of material changes via email or in-Platform notification. Continued use of the Platform after the effective date of changes constitutes acceptance. Enterprise Customers are bound by the terms of their individual contracts.
12. Contact
For SLA questions, credit requests, or incident reports:
Lemnia LLC
131 Continental Dr, Suite 305, Newark, Delaware 19713, United States
Email: contact@lymnus.com
Website: https://lymnus.com