LubePM Service Level Agreement
Support, availability, backup, and incident response commitments for LubePM
This Service Level Agreement (SLA) outlines LubePM service availability, scheduled maintenance, data backup practices, and incident response and resolution targets.
1. Service Window
Standard Service Window: LubePM is generally available and supported Monday through Friday from 7:00 AM to 5:00 PM CDT, excluding public holidays observed in the United States.
Critical issues may be communicated by phone at (918) 749-1400, ext. 260.
Scheduled Maintenance: LubePM may perform scheduled maintenance to maintain performance, security, and system updates. At least 14 days’ advance notice will be provided for scheduled maintenance that may result in service unavailability.
Scheduled maintenance will typically occur on Friday from 4:00 PM to 8:00 PM CDT. Efforts will be made to minimize disruption to customer operations.
2. Availability
Uptime Commitment: LubePM commits to an uptime percentage of 99.9% during the Standard Service Window, measured monthly and excluding scheduled maintenance.
The following are excluded from the uptime calculation:
- Scheduled maintenance periods.
- Events beyond the Provider’s reasonable control, including force majeure events, external infrastructure failures, or significant cyberattacks.
- Customer internet connectivity or internal network problems.
- Customer misuse of the Service or violations of the Terms of Service.
- Service suspension permitted under the Terms of Service, including non-payment.
3. Backup & Restore
Backup Frequency: Customer data stored within LubePM is backed up daily and retained for 14 days. Backup and restoration excludes unsynced data residing on a mobile device.
Backup Storage: Backups are stored in a geographically redundant manner to reduce the risk of data loss.
Data Restoration: If data loss occurs due to a failure within the Provider’s control, commercially reasonable efforts will be made to restore customer data from the most recent available backup.
LubePM aims to initiate restoration within 4 hours of identifying the need for restoration. Actual completion time will depend on the volume and complexity of the affected data.
Customers are responsible for maintaining local copies of critical data and verifying the integrity of restored data following restoration.
4. Incident Response & Resolution
An Incident is an unplanned interruption to the Service or a reduction in service quality. Reported incidents are classified according to severity and customer impact.
| Severity | Description | Initial Response | Resolution Target |
|---|---|---|---|
| Critical (P1) | Service completely down or severely degraded with no workaround. | 30 minutes | 2 hours |
| High (P2) | Significant impact on users or major functionality. | 1 hour | 8 hours |
| Medium (P3) | Moderate impact on limited users or non-critical functionality. | 2 hours | 16 hours |
| Low (P4) | Minor impact, cosmetic issues, or general questions. | 4 hours | Next business day |
Response Time is measured from the time an incident is reported by the customer or detected by LubePM monitoring systems until technical staff begins investigation.
Resolution Time is measured from the time an incident is reported until a fix, workaround, or action plan is implemented and the Service is restored to an operational state.
Customers must report incidents through designated support channels. Regular status updates will be provided for critical and high-priority incidents until resolution.