{"id":22152,"date":"2024-12-11T13:30:43","date_gmt":"2024-12-11T13:30:43","guid":{"rendered":"https:\/\/www.lightspeedsystems.com\/?page_id=22152"},"modified":"2025-02-03T09:04:21","modified_gmt":"2025-02-03T14:04:21","slug":"service-level-agreement","status":"publish","type":"page","link":"https:\/\/www.lightspeedsystems.com\/en_uk\/service-level-agreement\/","title":{"rendered":"Service-level Agreement (SLA)"},"content":{"rendered":"<div data-elementor-type=\"wp-page\" data-elementor-id=\"22152\" class=\"elementor elementor-22152\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5743eb8 animated-fast e-flex e-con-boxed elementor-invisible e-con e-parent\" data-id=\"5743eb8\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;,&quot;animation&quot;:&quot;fadeIn&quot;,&quot;animation_delay&quot;:20}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-364bec6 elementor-widget elementor-widget-breadcrumbs\" data-id=\"364bec6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"breadcrumbs.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<p id=\"breadcrumbs\"><span><span><a href=\"https:\/\/www.lightspeedsystems.com\/en_uk\/\">Home<\/a><\/span><\/span><\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-e0bc6f0 e-flex e-con-boxed e-con e-child\" data-id=\"e0bc6f0\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5b9ff11 elementor-widget elementor-widget-heading\" data-id=\"5b9ff11\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Service-level Agreement (SLA)<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1160fdc e-flex e-con-boxed e-con e-parent\" data-id=\"1160fdc\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-3894eef elementor-widget elementor-widget-heading\" data-id=\"3894eef\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Services \/ SLA<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-48854f5 elementor-widget elementor-widget-text-editor\" data-id=\"48854f5\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Lightspeed Systems provides hosted services including mobile device management, web filtering, app analytics, and classroom management for schools.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8c35045 elementor-widget elementor-widget-heading\" data-id=\"8c35045\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Availability and Back-up<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7a63fdf elementor-widget elementor-widget-text-editor\" data-id=\"7a63fdf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Lightspeed Systems services are available at least 99.9% of the time. The servers are continuously monitored for performance and availability.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ff5b3b9 elementor-widget elementor-widget-heading\" data-id=\"ff5b3b9\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Uptime\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a915894 elementor-widget elementor-widget-text-editor\" data-id=\"a915894\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Average monthly uptime (2025): 100%<\/p><p>Average monthly uptime (2024): 99.9%<\/p><p>Average monthly uptime (2023): 99.9%<\/p><p>Average monthly uptime (2022): 99.9%<\/p><p>Average monthly uptime (2021): 99.9%<\/p><p>Average monthly uptime (2020): 99.9%<\/p><p>Average monthly uptime (2019): 99.9%<\/p><p>Average monthly uptime (2018): 99.97%<\/p><p>Average monthly uptime (2017): 100%<\/p><p>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 (<a href=\"https:\/\/privacyshield.gov\/\">https:\/\/privacyshield.gov<\/a>) for data protection and privacy.<\/p><p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ab043fa elementor-widget elementor-widget-heading\" data-id=\"ab043fa\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Updates<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c7e1937 elementor-widget elementor-widget-text-editor\" data-id=\"c7e1937\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Updates are typically performed during non-peak hours and new features are normally released on Friday nights.<\/p><p>Users are advised of coming changes beforehand and given information for using new features via e-mail, announcements and other documentation.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f75613 elementor-widget elementor-widget-heading\" data-id=\"3f75613\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Support Hours &amp; Contacts<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-536de14 elementor-widget elementor-widget-text-editor\" data-id=\"536de14\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Technical Support is available 24\/7\/365 as follows;<\/p><ul><li>Live Support: Monday-Friday 2am-6pm Central Time<\/li><li>On Call Support: Monday-Friday 6pm-2am Central Time and weekends<\/li><li>Chat Support: Monday-Friday 2am-6pm Central<\/li><\/ul><p>Support contacts and resources are as follows<\/p><ul><li>Customer Portal: <a href=\"https:\/\/help.lightspeedsystems.com\/\">https:\/\/help.lightspeedsystems.com<\/a><\/li><li>1.800.444.9267 for regular support hours<\/li><li>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.<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-325cf8b elementor-widget elementor-widget-heading\" data-id=\"325cf8b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Worldwide Support<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fc3f185 elementor-widget elementor-widget-text-editor\" data-id=\"fc3f185\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Americas: 1.800.444.9267<\/p><p>EMEIA: 01277 240 640<\/p><p>APAC: +61 2 8310 8686<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Services \/ SLA Lightspeed Systems provides hosted services including mobile device management, web filtering, app analytics, and classroom management for schools. Availability and Back-up Lightspeed Systems services are available at [&hellip;]<\/p>\n","protected":false},"author":14,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_yoast_wpseo_focuskw":"","_yoast_wpseo_title":"","_yoast_wpseo_metadesc":"","footnotes":""},"class_list":["post-22152","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Service-level Agreement (SLA) - Lightspeed Systems<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.lightspeedsystems.com\/en_uk\/service-level-agreement\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Service-level Agreement (SLA)\" \/>\n<meta property=\"og:description\" content=\"Services \/ SLA Lightspeed Systems provides hosted services including mobile device management, web filtering, app analytics, and classroom management for schools. 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