1. SLA scope
This Service Level Agreement (SLA) applies to all Leaxio subscription plans and defines availability, performance, and support commitments. Specific terms may vary based on the subscribed plan.
2. Service availability
2.1 Availability target
Leaxio commits to the following monthly service availability:
- Basic Plan: Best effort, no specific guarantee
- Business Plan: 99.5% monthly availability
- Pro Plan: 99.9% monthly availability
2.2 Availability calculation
Availability is calculated monthly as:Availability (%) = ((Total minutes - Downtime minutes) / Total minutes) × 100
2.3 Availability exclusions
The following are not counted as downtime:
- Scheduled maintenance announced at least 72 hours in advance
- Interruptions caused by third-party providers (DNS, CDN, hosting)
- Customer-side connectivity issues
- Misuse of the service or violations of Terms of Service
- Force majeure or events outside Leaxio reasonable control
- Suspensions due to non-payment
3. Application performance
3.1 Response times
Under normal operating conditions, Leaxio aims to maintain:
- Average API response time: < 500ms for 95% of requests
- Page load time: < 2 seconds for 90% of requests
These values may vary by geographic location, data volume, and operation complexity.
4. Customer support
4.1 Support channels
Leaxio provides support through:
- Email: soporte@leaxio.com
- Online help center and documentation
4.2 Support hours
- Basic Plan: Email support Monday to Friday, 9:00 - 18:00 (Mexico time)
- Business Plan: Email support Monday to Friday, 8:00 - 20:00 (Mexico time)
- Pro Plan: 24/7 email support, emergency response available
4.3 Support response times
| Priority | Basic Plan | Business Plan | Pro Plan |
|---|---|---|---|
| Critical | 48 hours | 4 hours | 1 hour |
| High | 72 hours | 8 hours | 4 hours |
| Normal | 5 days | 24 hours | 12 hours |
| Low | Best effort | 48 hours | 24 hours |
4.4 Priority definitions
- Critical: Service is fully inaccessible or data loss
- High: Critical functionality affected, significant operations impact
- Normal: Non-critical functionality affected or general inquiries
- Low: Information requests and feature questions
5. Data security and backups
5.1 Automated backups
Leaxio performs automatic database backups:
- Daily backups with 7-day retention
- Weekly backups with 30-day retention (Business and Pro plans)
- Monthly backups with 90-day retention (Pro plan)
5.2 Data recovery
In case of data loss due to system failure, Leaxio will restore from the most recent available backup. The recovery time objective (RTO) is:
- Business Plan: 24 hours
- Pro Plan: 6 hours
6. Scheduled maintenance
Leaxio may perform scheduled maintenance that can temporarily affect availability. Whenever possible:
- Notice is sent at least 72 hours in advance by email
- Maintenance is planned for low-usage hours (overnight Mexico time)
- Each maintenance window is limited to 4 hours maximum
- Scheduled maintenance occurs at most 2 times per month
7. Compensation for SLA breach
7.1 Service credits (Business and Pro plans)
If Leaxio does not meet the availability target, paid-plan customers may request service credits:
| Monthly availability | Service credit |
|---|---|
| 99.0% - 99.5% (Business) / 99.5% - 99.9% (Pro) | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
7.2 Claim process
To request service credits, the customer must:
- Send a request by email within 30 days of the affected month
- Provide incident details (dates, times, impact)
- Maintain an active account in good payment standing
Credits are applied to the next invoice. This is the sole and exclusive remedy for SLA breaches.
8. SLA modifications
Leaxio may modify this SLA with at least 30 days notice. Changes will not reduce service commitments for the currently subscribed plan during the active billing period.
9. Contact
To report incidents or request service credits under this SLA, contact soporte@leaxio.com.