Ariox Service Level Agreement (SLA) 

Last Update:  09.11.2026 

This Ariox Service Level Agreement (SLA) describes Ariox’s service level commitment in connection with Customers or Partners use of the Lumino Platform Services (“Service”, “Services”).  

Uptime Guarantee 

During the Service Period of Customer or Partners Order Form, the Services will have a 99.5% monthly Uptime percentage (“Guaranteed Uptimeˮ). Guaranteed Uptime is determined on a calendar month basis. If Guaranteed Uptime is not met during any given month, Customer or Partner will be eligible to receive Fee Credits described below against future Fees. 

Customer or Partner Must Request Fee Credits 

To receive Fee Credits, Customer or Partner must notify Ariox within thirty 30 days after the end of the calendar month where Ariox did not meet Guaranteed Uptime. Such notice should include all information reasonably necessary for Ariox to validate Customer or Partners’ claim. Failure to comply with the foregoing requirements will forfeit Customer or Partners’ right to receive a Fee Credit. If Customer or Partner rightfully requests Fee Credits in accordance with this section, Ariox will apply the applicable Fee Credits to Customer or Partners next invoice. 

Exclusive Remedies 

Fee Credits as stated are Customer or Partner's sole and exclusive remedy for any failure by Ariox to meet Guaranteed Uptime. 

Definitions 

"Downtime" means the total minutes in a given month in which Customer or Partners Lumino Services is unavailable. Downtime does not include any unavailability resulting from or caused by (a) Scheduled Maintenance; (b) any use of the Services by Customer or Partner not in accordance with the documentation, the Terms of Service, or the Partner Agreement, or (c) any conditions beyond Ariox’s reasonable control, including but not limited to the unavailability of Third Party Products or Services, internet outages, outages in connection with Customer or Partners network, or any third party cloud hosting provider downtime or scheduled maintenance. 

 "Fee Credit" means the following:

"Uptimeˮ means the number of minutes in a given month that Customer or Partners Ariox instance is accessible and not suffering from Downtime, as calculated by the following equation: