Service Level Agreement
This page summarizes LumenQuery's service reliability targets, support expectations, and maintenance communication practices. Enterprise SLA terms are available by contract.
Availability Targets
Availability targets represent the expected percentage of time that LumenQuery API endpoints and services are accessible within a given billing month.
API Reliability
Rate limits protect platform stability and ensure fair access across all users. Requests exceeding the rate limit receive an HTTP 429 response with a Retry-After header.
Support Response Targets
Response targets indicate how quickly you can expect an initial reply from the LumenQuery team. Resolution times vary based on issue complexity.
Maintenance & Communication
Planned Maintenance
- •Communicated at least 48 hours in advance via the status page
- •Scheduled during low-traffic windows when possible
- •Excluded from SLA downtime calculations for all tiers
- •Enterprise customers receive direct notification via their preferred channel
Incident Communication
- •Incidents are posted to the status page as soon as they are identified
- •Updates provided at regular intervals until resolution
- •Post-incident summaries published for significant events
- •Emergency maintenance may occur without prior notice if required for security or stability
Exclusions
The following are excluded from availability calculations and SLA commitments:
- 1.Force majeure events including natural disasters, war, government actions, and other events beyond reasonable control.
- 2.Scheduled maintenance that has been communicated at least 48 hours in advance via the status page.
- 3.Third-party dependencies including the public Stellar network, Stellar Development Foundation infrastructure, DNS providers, and certificate authorities.
- 4.Customer-caused issues including exceeding rate limits, misconfigured API keys, or abuse that triggers protective measures.
- 5.Beta features and preview endpoints that are explicitly marked as non-production.
Frequently Asked Questions
What does "best effort" mean for the Free tier?
The Free tier provides access to all public API endpoints without a contractual availability guarantee. We aim to keep all services running at all times, but Free-tier users do not receive priority during incidents or capacity constraints.
How is uptime percentage calculated?
Uptime is calculated as the total number of minutes in a billing month minus downtime minutes, divided by total minutes. Scheduled maintenance windows that are communicated at least 48 hours in advance are excluded from downtime calculations.
What happens if the SLA target is not met?
Enterprise customers with contractual SLAs may be eligible for service credits as defined in their agreement. For Starter and Professional tiers, availability targets are goals rather than contractual commitments.
Does the SLA cover third-party dependencies?
No. The SLA covers LumenQuery-operated infrastructure only. Downtime caused by the public Stellar network, upstream Horizon nodes operated by the Stellar Development Foundation, DNS providers, or other third-party services is excluded.
Can I get a custom SLA for my organization?
Yes. Enterprise plans support custom SLA terms including specific uptime guarantees, dedicated infrastructure, priority incident response, and service credit policies. Contact our sales team to discuss your requirements.
Need a contractual SLA?
Enterprise plans include binding SLA terms with service credits, dedicated infrastructure, custom rate limits, and priority incident response tailored to your requirements.