1. Purpose
This Service Level Agreement (SLA) explains the support service commitments provided by Lumetis for Systenica customers. It is intended to make support expectations clear, measurable, and transparent.
This SLA describes service targets and operating practices. It does not replace the applicable Systenica Terms of Service, customer agreement, order, or other written agreement governing a customer's use of Systenica.
2. Support Hours
Systenica Support operates during the following Central Time hours:
- Monday–Friday: 9:00 AM–6:00 PM CT
- Saturday: 10:00 AM–3:00 PM CT
- Sunday: Closed
SLA time is measured in business hours during these Support operating periods. Time outside Support hours does not count toward a business-hour target.
3. Support Request Lifecycle
Support requests move through a simple customer-visible lifecycle:
- Submitted — the request has been received.
- Seen — Support has reviewed the request.
- In Progress — work is actively underway.
- Resolved — the request has been resolved or otherwise completed.
These terms are used consistently across the Systenica Support experience so customers can understand where a request stands without needing to interpret internal terminology.
4. Tenant Priority
Systenica provides the same SLA timeframe to all customers. The only difference between Ecosystem and Non-Ecosystem tenants is operational priority.
- Ecosystem Tenants — receive priority when Support is managing competing requests.
- Non-Ecosystem Tenants — receive the same SLA targets and are handled within the normal support queue.
If Support must choose which of two otherwise supportable requests to work on first, and one request is from an Ecosystem Tenant while the other is from a Non-Ecosystem Tenant, the Ecosystem Tenant's request receives priority.
This priority does not create a different acknowledgment or resolution timeframe. Both tenant types receive the same SLA. Same SLA. Different priority.
Support may also consider the nature and impact of an individual request when determining operational handling, escalation, or severity. Tenant type does not change the underlying SLA commitment.
5. Seen / Acknowledgment Target
Lumetis aims to have every support request seen and acknowledged within 8–12 total elapsed hours.
This target applies equally to Ecosystem and Non-Ecosystem tenants. Priority determines which request is worked first when Support resources are competing; it does not create a separate response clock.
The target is measured from the time the support request is submitted using total elapsed time.
6. Resolution Target
Once Support begins resolution work, Lumetis aims to resolve the support request within 72 total elapsed hours.
The 72-hour resolution clock measures active elapsed resolution time. The clock pauses when Lumetis is waiting for information, access, clarification, approval, or another required action from the tenant.
The resolution clock also pauses when Lumetis has contacted a necessary third party and is waiting for that third party to provide information, action, service, or another required dependency.
When a pause occurs, the reason and relevant activity are documented in the support request history. A pause also starts a separate 24-hour elapsed-time waiting timer. If no response is received within that period, the assigned Support member may request an extension, but only Support management may approve the additional 24 hours. Customers can track the appropriate ticket history from their dashboard.
7. Holidays and Support Closures
Support normally operates at its stated capacity throughout the year, including most holidays. Support is closed on:
- Thanksgiving Day
- Black Friday
- Christmas Eve
- Christmas Day
- New Year's Day
Closure periods do not stop the elapsed-time SLA clocks. Support may use after-hours procedures or escalation when an SLA target is at risk.
8. Escalation
Lumetis may escalate a support request when its impact, complexity, required expertise, organizational scope, or SLA risk warrants additional attention. Escalation may move a request to another Support person, team, department, or higher operational level.
Escalation is an operational mechanism rather than a promise that every request will be transferred through every support level. Lumetis will use the level appropriate to the issue and its circumstances.
9. Customer Responsibilities
Customers can help Lumetis meet these targets by providing accurate information, relevant details, reproduction steps when applicable, and timely responses to Support questions. When Support is waiting on information or action required from the customer, the resolution clock is paused until that dependency is satisfied.
10. Third-Party Services
Systenica may depend on third-party services and infrastructure, including integrations that a customer has authorized. Lumetis will work to diagnose and resolve issues involving those services, but cannot directly control the availability, performance, policies, or response times of an external vendor.
Where a necessary third-party dependency prevents immediate resolution, the resolution clock is paused while Lumetis waits for the third party. Lumetis will continue to manage the support request and provide reasonable status information as the situation develops.
11. SLA Measurement
SLA performance is measured using Systenica's support records and total elapsed time. Support activity, lifecycle events, and applicable pause events may be recorded as part of the operational history of a request.
SLA timing uses elapsed calendar time. Closed Support periods do not stop the clock.
The 72-hour resolution target applies to active resolution time and excludes documented periods when Support is waiting on a tenant or necessary third-party dependency.
12. SLA Misses and Customer Remedies
Lumetis takes its support commitments seriously. If Lumetis determines that it has truly failed to meet an applicable SLA commitment, Lumetis will speak with the account holder to determine what can reasonably be done as compensation.
Compensation is considered on a case-by-case basis. This SLA does not establish an automatic or fixed service-credit schedule.
13. Planned Maintenance and Service Events
Planned maintenance, infrastructure changes, emergency security work, and events outside Lumetis's reasonable control may affect service availability or support operations. When practical, Lumetis will communicate material planned maintenance in advance.
14. Communication
Lumetis will communicate through the support channels available to the customer and may provide updates when a request changes status, is escalated, requires additional customer information, or is affected by a third-party dependency.
15. Changes to This SLA
Lumetis may update this SLA as Systenica's support operations evolve. The current version will be published on this page with a revised update date. Material changes may also be communicated through Systenica or other appropriate customer communication channels.
16. Contact
Questions about this SLA or Systenica Support may be sent to support@systenica.sbs.