Service Level Agreement (SLA)
This Service Level Agreement ("SLA") describes the availability, support, and performance commitments LightSite AI makes to paying customers of the LightSite AI Generative Engine Optimization platform. The SLA supplements the LightSite Terms of Service; in the event of conflict, the Terms of Service prevail.
Scope
This SLA covers the LightSite production services: the customer dashboard at app.lightsite.ai, the marketing website at www.lightsite.ai, machine-readable endpoints we publish on customer domains (AI sitemap, JSON-LD blocks, Skills API manifests), and supporting APIs that power AI visibility analytics, bot monitoring, and competitor intelligence across ChatGPT, Gemini, Claude, and Perplexity.
Uptime Commitment
LightSite targets 99.5% monthly uptime for the dashboard and customer-facing endpoints, excluding scheduled maintenance windows announced at least 48 hours in advance, and excluding outages caused by third-party services (CDN, hosting providers, AI model APIs) outside our reasonable control. Uptime is measured at the application response layer, not at the network edge.
Support Response Times
Support is provided by email at stas@lightsite.ai and through the in-app help widget. Response time targets by severity:
- P1 — Service unavailable or critical data loss: first response within 4 business hours
- P2 — Major feature 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 weekly
Business hours are Monday through Friday, 09:00–18:00 Israel time, excluding national holidays. Enterprise plans may include extended hours and dedicated Slack channels by separate agreement.
Maintenance Windows
Routine maintenance is performed during low-traffic windows, typically Sunday 02:00–05:00 UTC. Customers receive at least 48 hours of notice for any maintenance expected to affect the dashboard or customer endpoints.
Security and Incident Response
LightSite maintains continuous security monitoring, encrypts data in transit (TLS 1.3) and at rest (AES-256), and enforces least-privilege access. In the event of a security incident affecting customer data, we will notify affected customers within 72 hours of confirmation and provide a written post-incident review within 14 days.
Scalability and Customization
The platform scales horizontally to support enterprise workloads. Custom integrations, dedicated infrastructure, single-sign-on (SSO/SAML), audit logs, and procurement reviews are available on Enterprise plans.
Exclusions
The SLA does not apply to: beta or experimental features marked as such; outages caused by force majeure; outages caused by customer misconfiguration of their own domain or DNS; outages caused by third-party AI model providers (OpenAI, Anthropic, Google, Perplexity); or use of the service in violation of the Terms of Service.
Service Credits
If LightSite fails to meet the monthly uptime target, eligible customers may request a service credit equal to 10% of the monthly fee for each full percentage point below target, capped at 30% of the monthly fee. Credits must be requested in writing within 30 days of the affected month.
Contact
Operational issues: stas@lightsite.ai. See also the Terms of Service, Privacy Policy, and Refund Policy.