Services / SLA

Lightspeed Systems provides hosted services including mobile device management, web filtering, and classroom management for schools.

Availability and Back-up

Lightspeed Systems services are available at least 99.5% of the time. The servers are continuously monitored for performance and availability.

Uptime

Average monthly uptime (2015): 99.99%
Average monthly uptime (2014): 99.97%
Average monthly uptime (2013): 99.7%

Hosted Service Uptime Statistics
January 2014: 100%
February 2014: 99.98%
March 2014: 99.93%
April 2014: 99.90%
May 2014: 100%
June 2014: 100%
July 2014: 99.86%
August 2014: 99.88%
September 2014: 99.98%
October 2014: 100%
November 2014: 99.98%
December 2014: 100%
January 2015: 100%
February 2015: 100%
March 2015: 100%
April 2015: 100%
May 2015: 100%
June 2015: 100%
July 2015: 100%
August 2015: 100%
September 2015: 100%
October 2015: 99.936%
November 2015: 100%
December 2015: 100%
January 2016: 100%
February 2016: 99.97%
March 2016: 100%
April 2016: 100%
May 2016: 100%
June 2016: 100%
July 2016: 100%
August 2016: 100%
September 2016: 100%
October 2016: 99.3%
November 2016: 100%
December 2016: 100%
January 2017: 100%
February 2017: 100%
March 2017: 100%
April 2017: 100%

The system has several layers of backups in place.  We utilize several data protection strategies including ongoing backups and fully redundant replicas of master databases spread out across several data centers in multiple locations. Lightspeed Systems is self-certified with Privacy Shield (http://privacyshield.gov) for data protection and privacy.

Lightspeed Systems software has been architected to protect against single points of failure. Application stacks are distributed across multiple physical locations including Amazon cloud services. These are geographically separated and use multiple Internet providers. We utilize geographically distributed dynamic DNS with very short TTLs to route users to the closest application stack. If a stack stops responding it is automatically pulled from the DNS distribution and users are rerouted.

Updates

Updates are typically performed during non-peak hours and new features are normally released on Friday nights.

Users are advised of coming changes beforehand and given information for using new features via e-mail, announcements and other documentation.

Support Hours & Contacts

Technical Support is available 24/7/365 as follows;

  • Live Support: Monday-Friday 2am-6pm Central Time
  • On Call Support: Monday-Friday 6pm-2am Central Time and weekends
  • Chat Support: Monday-Friday 2am-6pm Central

Support contacts and resources are as follows

  • Community Site: http://community.lightspeedsystems.com
  • Email: support@lightspeedsystems.com
  • 1.800.444.9267 for regular support hours
  • Emergency off-hours support is available by calling (800) 444-9267 and select emergency support. If a technician does not answer, leave organization name, phone number, contact info, as well as a problem description. A technician will return the call within 60 minutes.

Warranty

All software updates and upgrades are provided at no additional cost. The Rocket appliance includes a three-year advance replacement warranty in the unlikely event of hardware malfunction.

Worldwide Support

Americas: 1.800.444.9267
EMEIA: 01277 240 640
APAC: +61 2 9006 1376