Service Support Policy

Service Availability

Luxferity aims to ensure availability of its Services in accordance with the terms of this Service Support Policy. The commitment to availability of the Services is limited to the Luxferity platform and does not extend to elements outside of Luxferity’s sphere of control.

Luxferity ensures 99.9% availability in terms of quality and continuity of the Services.

Luxferity cannot guarantee complete reliability with respect to its Services which, in addition to cases of force majeure, may be subject to interruptions of the service of one or more Operators or other third party required for the provision of Services.

Luxferity will make commercially reasonable efforts to notify Customer in advance, where feasible, when service disruptions are to be expected. Luxferity reserves the right to plan service interruptions for tests and application improvement operations.  

Support Services

Support Desk
Luxferity provides Support Desk help for its Services.
The Support Desk is available from 8am to 6 pm CET, during business days.

Incident Handling
The following describes procedures for handling incidents affecting Service quality.
Reporting Procedure
Customer must report any incident by e-mail or phone. Customer will cooperate with Luxferity in order to allow Luxferity to identify and remedy the incident in the most time-efficient manner.

Customer must provide all relevant information required to enable Luxferity to remedy the fault. The relevant information consists of:

  • Company Name, if corporate Customer
  • Contact name and phone number of person dealing with the fault
  • Date and time the fault was detected
  • Impact of the fault
  • If available: measures already taken, log files/ traces, customer ticket / reference number
  • Incident Classification
Luxferity will classify each incident reported by Customer within the acknowledgement time below according to the following criteria:

SeverityIncident Description
1 - Critical    Problems of this rating result in coplete loss of Service.
2 - MajorProblems of this rating result in partial or complete loss of Customer functionality but  
Service is generally available.
3 - MinorService remains unaffected and there is little or no effect on the Service’s operation.
Luxferity reserves the right to amend the Severity ratings and their corresponding parameters.

Luxferity reserves the right to request Customer to newly attempt using the Service in order to increase the quality of problem analysis.

Loss of Service on an account suspended by Luxferity will not be treated as technical incident but resolved at commercial level.

Acknowledgement and Target Restoration Times
Response Times
Upon receipt of a sufficiently detailed support request Luxferity will send an acknowledgement of receipt to Customer in accordance with the time periods set out in the table below. A response within these time scales is conditional upon the integrity and performance of the Internet and related networks. When acknowledging the problem Luxferity will issue a tracking number to Customer. This number will be quoted by Luxferity and by Customer in all related communication.
Target Restoration Times       
Luxferity will make commercially reasonable efforts to adhere to the Restoration Times set out below, always provided that Customer fully cooperates during the ticket resolution process.

Incident DescriptionResponse TimeTarget Restoration Time
1 - Critical30 minutes4 hours
2 - Major2 hours24 hours
3 - Minor4 hours5 business days
In addition to report any incident by e-mail Customer must also call Luxferity’s Support Desk on the hotline phone number to report Critical Issues. Response and Target Restoration times apply with respect to elements within Luxferity’s sphere of control. Luxferity will use commercially reasonable efforts to work with its suppliers and other relevant third parties in order to fulfill the Response and Target Restorations times. Customer understands that certain issues, such as the behavior, service responses and information provided by an Operator or other third party might be inconsistent with the overall Service behavior and not capable of remedy.

Progress Reporting
Luxferity will provide Customer with reasonably frequent updates regarding problem support.