Service Level and Support Policy

Service Level and Support Policy

This Service Level and Support Policy explains the support scope, maintenance approach, service availability expectations, and customer responsibilities for lumio Networks services. It is part of our Terms of Service.

1. Support channels

Support is provided through the support channels lumio makes available, such as the client area, ticket system, and contact page. For account-specific requests, we may require that the request come from an authorized account contact and may require identity or account verification.

2. Support scope

Standard support may include:


service provisioning status and handoff questions;

network reachability checks for the assigned service;

remote access handoff issues related to credentials or approved access methods;

billing, invoice, renewal, and cancellation questions;

investigation of suspected platform, hardware, or connectivity issues;

abuse, security, and account-access reports.


Standard support does not include writing or debugging customer code, configuring every third-party application, managing developer accounts, maintaining customer certificates or signing keys, providing legal compliance advice, performing data recovery caused by customer action, or supporting workloads that violate our policies unless lumio agrees in writing.

3. Response times

Unless a separate written agreement applies, support response times are targets and not guarantees. We prioritize urgent security, network, access, abuse, and billing-impacting issues based on severity, available information, and operational impact. We may ask for logs, screenshots, timestamps, IP addresses, steps to reproduce, and authorization before taking action.

4. Maintenance

We may perform scheduled or emergency maintenance for security, reliability, updates, network health, hardware work, provider requirements, or service improvement. We will make reasonable efforts to reduce customer impact where practical. Emergency maintenance may occur without advance notice when needed to protect the service or network.

5. Availability and credits

lumio aims to provide reliable services, but no hosting service can be guaranteed to be uninterrupted or error-free. Unless a separate written service-level agreement applies, service credits are not automatic and are not the sole measure of service quality. Any credit must be requested through a support ticket and is limited to the affected service and affected period, subject to lumio review.

Credits are not available for downtime or service impact caused by customer action, customer software, third-party services, maintenance, emergency security work, abuse mitigation, legal or provider action, force majeure, payment suspension, policy violations, unavailable customer response, or events outside lumio's reasonable control.

6. Customer responsibilities

You are responsible for:


maintaining independent backups of customer data;

protecting credentials, SSH keys, certificates, signing materials, and account access;

testing changes before relying on them for production workflows;

maintaining customer-installed applications and software licenses;

keeping contact and billing information accurate;

responding promptly to support, abuse, security, or verification requests;

using the service within the product description and applicable policies.


7. Service rebuilds and recovery

Some issues may require service rebuild, access reset, operating-system repair, hardware replacement, or manual recovery. If the issue is caused by customer action, unauthorized configuration changes, prohibited tampering, malware, disk encryption that prevents recovery, or unsupported software, recovery may be billable and data recovery may not be possible.

7.1 Mac Service Controls and MDM Recovery

Mac service access depends on required management, security, recovery, and support controls, including MDM where applicable. If those controls are modified, removed, bypassed, blocked, or otherwise interfered with, lumio may suspend access while the issue is reviewed. Service restoration may require customer explanation, service rebuild, access reset, hardware recovery, or other operational steps, and restoration is not guaranteed.

8. Abuse and security response

We may suspend, isolate, filter, restrict, or terminate services where needed to stop abuse, protect security, comply with law, respond to provider requirements, or prevent harm to other users or the network. We may require remediation steps before restoring access.

9. Contact

Support requests should be opened through the lumio Networks client area where possible.