Service Level Agreement - Lucid
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Service Level Agreement

Lucid Dreams Financial Inc. - Last updated 2023

This Service Level Agreement ("SLA") describes the service commitments Lucid Dreams Financial Inc. ("Lucid", "we") provides to customers for the Lucid platform and services. This SLA is incorporated into, and governed by, the Lucid Terms of Service.

1. Platform Availability

Lucid will use commercially reasonable efforts to make the Lucid platform available with a monthly uptime of at least 99.9%, measured on a calendar-month basis, excluding Scheduled Maintenance and events outside our reasonable control.

2. Scheduled Maintenance

We may perform scheduled maintenance to keep the platform secure and reliable. We aim to provide at least 48 hours' notice for planned maintenance and to schedule it during low-usage windows. Scheduled Maintenance is excluded from availability calculations.

3. Support Response Times

  • Dedicated Slack support is available 24/7 to all customers.
  • General questions: first response within one business day.
  • Urgent issues (platform unavailable or data access blocked): first response within four business hours.
  • There are no per-question fees and no upsells for support.

4. Data Security & Backups

Lucid is built with enterprise-grade security, aligned with SOC 2 standards and HIPAA requirements for the handling of protected information. Customer data is encrypted in transit and at rest, and is backed up regularly.

5. Exclusions

This SLA does not apply to unavailability caused by: (a) factors outside our reasonable control, including force majeure and internet or third-party provider failures; (b) customer equipment, software, or network; (c) actions or omissions of the customer or its users; or (d) suspension or termination of service in accordance with the Terms of Service.

6. Remedies

If we fail to meet the availability commitment in a given calendar month, customers may request a service credit by contacting support within 30 days. Service credits are the sole and exclusive remedy for any failure to meet this SLA.

7. Changes to this SLA

We may update this SLA from time to time. Material changes will be communicated to customers, and continued use of the platform constitutes acceptance of the updated SLA.

Questions about this SLA? Contact us at support@lucid.now.