--- title: "Service Level Agreement & Uptime Commitment" slug: "agreement-commitment" tags: ["availability", "billing adjustments", "claims", "credit", "maintenance", "warranties"] updated: 2026-06-19T21:42:52Z published: 2026-06-19T21:42:52Z canonical: "support.lightspeedvt.com/agreement-commitment" --- > ## Documentation Index > Fetch the complete documentation index at: https://support.lightspeedvt.com/llms.txt > Use this file to discover all available pages before exploring further. # Service Level Agreement & Uptime Commitment **Version:** v2.0 **Effective Date:** July 25, 2026 This Service Level Agreement ("SLA") is incorporated by reference into the LightSpeed VT License Agreement between Desert Sales Academy dba LightSpeed VT ("LSVT") and Customer. Capitalized terms used but not defined herein have the meanings given in the License Agreement. A note on Updates: LSVT may update this SLA from time to time upon thirty (30) days' written notice. If any update materially reduces LSVT's uptime commitment or credit obligations, Customer may terminate the License Agreement without penalty within thirty (30) days of receiving notice of such update. Prior versions of this SLA are available upon written request to [support@lightspeedvt.com](mailto:support@lightspeedvt.com). --- ## 1. Uptime Commitment LSVT commits to **99.9% monthly service availability** for the Licensed Services ("Uptime Commitment"), measured on a calendar month basis, excluding Scheduled Maintenance Windows and Excused Downtime as defined in Section 2 below. 99.9% monthly availability equates to a maximum of approximately **43.8 minutes of unexcused downtime per calendar month**. Any cumulative unexcused downtime exceeding this threshold in a given month qualifies Customer for a Service Credit under Section 4. **"Service Availability"** means the ability of an Authorized End User to access the LightSpeed VT platform from a confirmed internet connection using a confirmed compatible browser or device. LSVT's internal monitoring systems are the authoritative source for availability measurements. --- ## 2. Scheduled Maintenance Windows and Excused Downtime The following maintenance windows are pre-scheduled. Downtime occurring within these windows does not count toward the Uptime Commitment calculation and is not eligible for Service Credits: | Type | Window (ET) | Max Duration | | --- | --- | --- | | Routine (as needed) | 9:00 PM daily | ≤ 10 minutes | | Scheduled (~5 days notice) | 10:00 PM – 12:00 AM | Up to 2 hours | | Emergency (rare) | As required | As brief as possible | LSVT will publish alerts regarding Scheduled and Emergency maintenance via the [LSVT Status Page](https://status.lightspeedvt.com/) and by email notification to Customer's Administrative Contact on record. ### Excused Downtime The following events are excluded from the Uptime Commitment and are not eligible for Service Credits: - Outages caused by Customer's hardware, software, internet connection, or actions within Customer's environment - Outages caused by third-party services or integrations not controlled by LSVT - **Force Majeure Events**, defined as: acts of God, natural disasters, war, terrorism, government action, internet backbone failures, DDoS or cyberattacks, widespread cloud infrastructure provider failures (including AWS), or any other cause beyond LSVT's reasonable control - Outages resulting from Customer's use of the Licensed Services in violation of the License Agreement - Scheduled Maintenance Windows as defined above - Beta features or services expressly designated as non-production --- ## 3. Incident Communication LSVT will communicate service incidents through the following channels: - **Status Page (real-time):**[https://status.lightspeedvt.com](https://status.lightspeedvt.com/) - **Email:** Notification to Customer's Administrative Contact for incidents exceeding 30 minutes or scheduled maintenance windows - **Support:**[support@lightspeedvt.com](mailto:support@lightspeedvt.com) or [https://support.lightspeedvt.com](https://support.lightspeedvt.com/) Note: LSVT no longer uses social media as a primary incident communication channel. The [LSVT Status Page](https://status.lightspeedvt.com/) is the authoritative source for real-time service status. --- ## 4. Service Credits ### Credit Eligibility If LSVT fails to meet the Uptime Commitment in a given calendar month due to unexcused downtime, Customer is eligible to request a Service Credit in accordance with this Section. Credits will not be issued for outages attributable to Excused Downtime as defined in Section 2. Note: Service Credits are Customer's **sole and exclusive remedy** for LSVT's failure to meet the Uptime Commitment. ### Credit Calculation One (1) day of Service Credits equals 1/30th of Customer's committed monthly Service Charges for the affected billing period. The **maximum credit issued in any single calendar month is seven (7) days** of Service Charges. Credits are applied to future billing periods and have no cash value. Credits are calculated based on cumulative unexcused downtime in a calendar month as follows: | Cumulative Outage Duration | Exceeds SLA Threshold | Credit Issued | | --- | --- | --- | | 30 – 89 minutes | Yes | 1 day | | 90 – 149 minutes | Yes | 2 days | | 150 – 209 minutes | Yes | 3 days | | 210+ minutes | Yes | 1 day per 60 min, up to 7 days max | --- ## 5. Credit Claim Process ### Filing Period Credit claims must be submitted within **thirty (30) calendar days** of the end of the calendar month in which the outage occurred. Claims submitted after this period will not be considered. ### How to Submit a Claim Claims must be submitted by Customer's Administrative Contact via email to [support@lightspeedvt.com](mailto:support@lightspeedvt.com) with the subject line **"SLA Credit Claim — [Account Name]."** Each claim must include: 1. Customer account name and VT System name 2. Administrative Contact name and contact information 3. Date and documented start and end time of each outage event 4. The LSVT support ticket number associated with the outage (tickets can be opened by emailing [support@lightspeedvt.com](mailto:support@lightspeedvt.com)) 5. A brief description of the nature of the outage or service failure Note: A support ticket must be opened **at or near the time of the incident** in order for a claim to be valid. Retroactive ticket submissions will not qualify. ### Review and Approval LSVT will acknowledge all claims within **five (5) business days** of receipt. LSVT will complete its review and notify Customer of approval or rejection within **ten (10) business days** of acknowledgment. If rejected, LSVT will provide the basis for rejection in writing. ### Credit Application Approved credits will be applied to Customer's account during the billing cycle following the month in which the claim is approved. --- ## 6. Support Services LSVT provides technical support to Customers as follows: | Channel | Details | | --- | --- | | **Support Portal** | [https://support.lightspeedvt.com](https://support.lightspeedvt.com/) — available 24/7 for self-service resources, documentation, and ticket submission | | **Email** | [support@lightspeedvt.com](mailto:support@lightspeedvt.com) | | **Phone** | [(702) 369-4260](https://claude.ai/cowork/local_15be3200-5692-48e9-9ed0-6ed70409f605) | | **Business Hours** | Monday – Friday, 8:00 AM – 5:00 PM Pacific Time, excluding LSVT-observed holidays | Support response times and escalation procedures may vary based on the severity and nature of the issue. LSVT will use commercially reasonable efforts to respond to support requests promptly. --- ## 7. Sole Remedy Service Credits issued under this SLA represent Customer's **sole and exclusive remedy** for any failure by LSVT to meet the Uptime Commitment. Nothing in this SLA limits either party's liability for claims unrelated to service availability. --- ## 8. Modifications to This SLA LSVT reserves the right to update this SLA at any time upon thirty (30) days' prior written notice to Customer. Notice may be provided by email to Customer's Administrative Contact or by posting to the [LSVT Status Page](https://status.lightspeedvt.com/) and support site. If any update materially reduces LSVT's uptime commitment or credit obligations, Customer may terminate the License Agreement without penalty within thirty (30) days of receiving notice. Prior versions are available upon written request to [support@lightspeedvt.com](mailto:support@lightspeedvt.com). --- **Desert Sales Academy dba LightSpeed VT** 11411 Southern Highlands Pkwy, Las Vegas, NV 89141 [(702) 369-4260](https://claude.ai/cowork/local_15be3200-5692-48e9-9ed0-6ed70409f605) · [support@lightspeedvt.com](mailto:support@lightspeedvt.com) · [https://support.lightspeedvt.com](https://support.lightspeedvt.com/)