Service Level Agreement (SLA)
LUNAAR Service Level Agreement
Service level commitments and guarantees for PRO and CUSTOM plans
Effective: July 1, 2025•Last Updated: January 10, 2025
Contents
This Service Level Agreement ("SLA") is entered into between Taiga Teknoloji Anonim Şirketi ("LUNAAR", "we") and customers who subscribe to PRO or CUSTOM plans ("Customer", "you"), and defines the service levels for LUNAAR's AI-powered digital experience platform.
1
Service Availability
1.1 Uptime Commitment
| Service Tier | Monthly Uptime SLA | Calculation Period |
|---|---|---|
| PRO | 99.5% | Calendar Month |
| CUSTOM (Standard) | 99.9% | Calendar Month |
| CUSTOM (Premium) | 99.95% | Calendar Month |
1.2 Service Availability Calculation
Availability % = (Total Minutes - Downtime Minutes) / Total Minutes × 100
Where:
- • Total Minutes = Total minutes in the calendar month
- • Downtime Minutes = Total minutes of unavailability (excluding exemptions)
1.3 Covered Service Components
This SLA applies to the following:
- •LUNAAR web platform (www.lunaarvision.com)
- •AI services (Image to Model AI, Video to Model AI, Model to AR, Studio AI, Glasses Try-On AI, Jewelry Try-On AI, Render AI, Size AI)
- •API endpoints for covered services
- •User authentication and account management
- •Credit management system
2
Service Level Definitions
2.1 Availability Definitions
"Available"
The service responds to requests and successfully processes them within the performance thresholds
"Unavailable"
The service fails to respond or returns error rates exceeding 5% continuously for more than 5 minutes
"Downtime"
A continuous period of unavailability exceeding 5 minutes
"Maintenance Window"
A scheduled period for service updates (excluded from the SLA)
2.2 Performance Metrics
| Metric | Target | Measurement |
|---|---|---|
| API Response Time (95th percentile) | < 2 seconds | Per minute |
| Web Page Load Time | < 3 seconds | Per hour |
| AI Processing Queue Time | < 30 seconds | Per request |
| Error Rate | < 1% | Per hour |
3
Service Credits
3.1 Credit Schedule
| Monthly Uptime | Service Credit |
|---|---|
| PRO | |
| 99.0% - < 99.5% | 10% |
| 98.0% - < 99.0% | 25% |
| < 98.0% | 50% |
| CUSTOM (Standard) | |
| 99.5% - < 99.9% | 10% |
| 99.0% - < 99.5% | 25% |
| < 99.0% | 50% |
| CUSTOM (Premium) | |
| 99.9% - < 99.95% | 10% |
| 99.5% - < 99.9% | 25% |
| < 99.5% | 50% |
3.2 Credit Calculation
- •Credits are calculated as a percentage of the monthly service fees
- •Applied only to the affected service component
- •Maximum credit per month: 50% of the monthly fees
- •Credits are applied to the next billing period
3.3 Credit Claim Process
- 1.Submit a claim within 30 days after the incident
- 2.Include the following: account details, affected services, downtime periods
- 3.Send an email to spark@lunaarvision.com
- 4.Review is completed within 10 business days
- 5.Credits are applied within one billing cycle
4
Exemptions
4.1 SLA Exceptions
The SLA does not apply to unavailability resulting from the following:
Customer-Caused:
- •Customer equipment, software, or network issues
- •Unauthorized access or modifications
- •Exceeding usage limits or rate limits
- •Customer failure to follow the documentation
Third-Party Issues:
- •Internet service provider failures
- •DNS propagation delays
- •Third-party service outages
- •Payment processor outage
Force Majeure:
- •Natural disasters
- •War, terrorism, or civil unrest
- •Government actions or sanctions
- •Pandemic-related disruptions
5
Support Services
5.1 Support Tiers
| Support Level | PRO | CUSTOM (Standard) | CUSTOM (Premium) |
|---|---|---|---|
| Email Support | Business Hours | 24/7 | 24/7 |
| Response Time (Critical) | 4 hours | 1 hour | 30 minutes |
| Response Time (High) | 8 hours | 4 hours | 2 hours |
| Response Time (Medium) | 24 hours | 8 hours | 4 hours |
| Response Time (Low) | 48 hours | 24 hours | 8 hours |
| Phone Support | No | Business Hours | 24/7 |
| Dedicated Account Manager | No | Yes | Yes |
| Technical Account Manager | No | No | Yes |
5.2 Severity Level Definitions
Critical (P1)
- • All users affected
- • Core functionality completely unusable
- • Active security breach
High (P2)
- • Significant user group affected
- • Core features degraded
- • No workaround available
Medium (P3)
- • Limited users affected
- • Non-essential features affected
- • Workaround available
Low (P4)
- • Cosmetic issues
- • Documentation errors
- • Feature requests
6
Performance Commitments
6.1 AI Service Performance
| Service | Processing Time Target | Success Rate |
|---|---|---|
| Image to Model AI | < 60 seconds | > 95% |
| Video to Model AI | < 90 seconds | > 95% |
| Model to AR | < 10 seconds | > 98% |
| Studio AI | < 15 seconds | > 97% |
| Glasses Try-On AI | < 10 seconds | > 97% |
| Jewelry Try-On AI | < 10 seconds | > 97% |
| Render AI | < 45 seconds | > 95% |
| Size AI | < 5 seconds | > 98% |
6.2 Platform Performance
| Component | Target | Measurement |
|---|---|---|
| Login/Authentication | < 2 seconds | 95th percentile |
| Dashboard Load | < 3 seconds | 95th percentile |
| File Upload (per 10MB) | < 5 seconds | Average |
| Credit Transaction | < 1 second | 99th percentile |
7
Data Commitments
7.1 Data Durability
- •99.999999999% (11 nines) durability for stored data
- •Automatic backup every 6 hours
- •Point-in-time recovery for 30 days
- •Cross-region replication for CUSTOM (Premium)
7.2 Data Recovery
| Metric | Target |
|---|---|
| Recovery Time Objective (RTO) | < 4 hours |
| Recovery Point Objective (RPO) | < 6 hours |
| Backup Restore | < 24 hours |
| Data Export Request | < 72 hours |
8
Security Commitments
8.1 Security Standards
- •SOC 2 Type II compliance (CUSTOM)
- •ISO 27001 certification (CUSTOM Premium)
- •Annual penetration testing
- •Quarterly vulnerability assessments
8.2 Incident Response
| Incident Type | Notification Time | Resolution Target |
|---|---|---|
| Security Breach | < 2 hours | < 24 hours |
| Data Incident | < 4 hours | < 48 hours |
| Vulnerability (Critical) | < 8 hours | < 72 hours |
9
Maintenance
9.1 Planned Maintenance
- •Maximum 4 hours per month
- •Scheduled during low-usage periods
- •7 days advance notice via email and dashboard
- •Status page updates during maintenance
9.2 Maintenance Windows
| Region | Standard Window (UTC) | Day |
|---|---|---|
| Europe | 02:00 - 06:00 | Sunday |
| Americas | 06:00 - 10:00 | Sunday |
| Asia-Pacific | 18:00 - 22:00 | Saturday |
10
Monitoring and Reporting
10.1 Service Monitoring
- •Real-time monitoring of all services
- •Public status page: status.lunaarvision.com
- •Automatic alerting for incidents
- •Performance metrics dashboard
10.2 Customer Reporting
Monthly Reports Include:
- •Uptime percentage
- •Incident summary
- •Performance metrics
- •Credit calculations
- •Planned improvements
11
Limitations
11.1 Limitation of Liability
- •Total liability is limited to the fees paid in the last 12 months
- •Service credits are the sole remedy for SLA breaches
- •No liability for indirect or consequential damages
11.2 Service Changes
- •Right to modify services with 30 days advance notice
- •Backward compatibility maintained for 6 months
- •Migration assistance for breaking changes
Contact Information
SLA Claims
Email: spark@lunaarvision.com
Technical Support
Email: spark@lunaarvision.com
Phone: +90 532 494 42 64 (CUSTOM only)
Account Management
Email: spark@lunaarvision.com
Status Page
Executive Escalation
Email: spark@lunaarvision.com
This SLA is subject to the terms and conditions of your service agreement with LUNAAR. In case of conflict, the master agreement takes precedence.
Contact
Data Protection Inquiries
spark@lunaarvision.comData Protection Officer
spark@lunaarvision.comGeneral Contact
Taiga Teknoloji Anonim Şirketi
Çifte Havuzlar Mah. Eski Londra Asfaltı Cad.
Kuluçka Merkezi A1 Blok No 151
Yıldız Teknik Üniversitesi - Teknopark
Esenler / İstanbul, Turkey
Phone
+90 532 494 42 64Response Time
We aim to respond to all privacy inquiries within 30 days.