LightSite AI Service Level Agreement (SLA)
This Service Level Agreement ("SLA") describes the availability, support and performance commitments of Lightsite Ltd., operating under the name Lightsite AI, to paying customers of the LightSite AI platform. It supplements the Terms and Conditions; in the event of conflict, the Terms and Conditions or an applicable signed Order Form prevail. Effective 26 August 2026.
Scope
This SLA covers the LightSite AI production services, including the customer dashboard, machine-readable endpoints published for customers (AI sitemaps, structured endpoints, agent manifests and Skills API endpoints), and supporting APIs used for AI-search visibility, crawler and extraction analytics, referral analytics and competitor intelligence.
Uptime Commitment
LightSite AI targets 99.5% monthly uptime for the customer dashboard and customer-facing LightSite endpoints, excluding scheduled maintenance and outages caused by third-party services or other circumstances outside LightSite AI's reasonable control. Uptime is measured at the application response layer.
Support Response Times
Support is provided at support@lightsite.ai and through available in-app support channels. Response-time targets:
- P1 — Service unavailable or critical data loss: first response within 4 business hours
- P2 — Major feature materially degraded: first response within 1 business day
- P3 — Minor issue or general question: first response within 2 business days
- P4 — Feature request or non-blocking enhancement: triaged periodically
Business hours are Monday through Friday, 09:00–18:00 Israel time, excluding national holidays. Enterprise plans may include extended support hours or dedicated communication channels by separate agreement.
Maintenance
Routine maintenance is performed during low-traffic periods. Where practicable, LightSite AI provides at least 48 hours' notice of planned maintenance expected to materially affect the customer dashboard or customer-facing LightSite endpoints. Emergency maintenance may be performed without advance notice where reasonably necessary for security or service stability.
Security and Incident Response
LightSite AI maintains technical and organizational safeguards including encryption in transit and at rest, access controls, tenant isolation, logging and monitoring, managed infrastructure and vulnerability management. Security Incident notification obligations relating to Customer Personal Data are governed by the Data Processing Addendum. Additional current information is on the Security & Trust page.
Enterprise Capabilities
Enterprise plans may include customer-specific integrations, Microsoft Entra ID SSO, additional support arrangements, security and procurement reviews, or other enterprise features as stated in the applicable Order Form. Availability of a particular feature or commitment is subject to the applicable plan and written agreement. See AI search infrastructure for enterprises.
Exclusions
The SLA does not apply to beta or experimental features identified as such; force majeure; customer or third-party configuration outside LightSite AI's control; failures of customer infrastructure, DNS, CDN or other third-party services; failures or changes of third-party AI, search or platform providers; or use of the Services in violation of the Agreement.
Service Credits
If LightSite AI fails to meet the monthly uptime target due to factors within its reasonable control, eligible customers may request a service credit equal to 10% of the monthly fee for each full percentage point below the target, capped at 30% of the monthly fee. Credits must be requested in writing within 30 days after the affected month and are the sole remedy for failure to meet the uptime target unless otherwise stated in an Order Form.
Updates
LightSite AI may update this SLA from time to time. Material changes to service levels applicable during an active paid subscription will be communicated as required by the Agreement or applicable law. Customer-specific service levels in a signed Order Form control over this SLA.
Contact
Operational issues: support@lightsite.ai. See also the Terms and Conditions, Privacy Policy, Data Processing Addendum and Security & Trust.