Annex 1 to the Terms of Service · availability, support, remedy · Version 1.0, in force from 10 August 2026.
This is a translation provided for convenience. The Polish version is the governing version; the thresholds and periods set out below take precedence over their descriptive mention in other documents.
Availability — the percentage of time in a Billing Period during which the Core Functions respond to the Customer’s requests without an error preventing use, calculated as: (minutes in the Period − Unavailability Minutes) ÷ minutes in the Period × 100%.
Core Functions — user authentication, reading and writing data in the Customer’s workspace, and the application user interface. Functions dependent on external systems, in particular synchronisation with CRM systems, calendars and mailboxes and the meeting notetaker bot, are not Core Functions.
Unavailability Minutes — the sum of full minutes during which the Core Functions were unavailable, determined on the basis of the Provider’s monitoring, excluding the events listed in §3.
Billing Period — a calendar month.
Business Hours — from 9:00 to 17:00 Central European Time, Monday to Friday, excluding public holidays in the Republic of Poland.
The Provider undertakes to maintain Availability at a level of not less than 99.5% in each Billing Period.
Measurement is carried out by the Provider using its own monitoring tools, at intervals of not more than one minute, from measurement points located outside the infrastructure providing the Service. At the Customer’s request the Provider makes available a measurement report for a given Billing Period.
The current status of the Service and the history of incidents are published at status.luminote.io.
Unavailability Minutes do not include time of unavailability resulting from:
The Provider announces planned maintenance at least 48 hours in advance, by notice in the Service and by message to the Customer’s administrative contact address.
Planned maintenance is carried out, where possible, outside Business Hours. Its aggregate duration does not exceed 4 hours in a Billing Period.
Emergency maintenance may be carried out without announcement. The Provider gives notice of it immediately and states the cause within 5 business days of completion.
If Availability in a Billing Period was lower than that stated in §2, the Customer is entitled to a reduction of fees for that Period in the following amount:
The basis of calculation is the fee due for the Billing Period in which the unavailability occurred. The aggregate amount of reductions in a single Billing Period does not exceed 30% of that fee.
The reduction is applied by set-off against the next fee. A refund in money is due only where the agreement is terminated before set-off becomes possible.
The reduction does not apply automatically. The Customer submits a claim to support@luminote.io within 30 days of the end of the Billing Period concerned, stating the days and hours of unavailability. Failure to meet that period causes the claim to lapse.
The reduction of fees is the Customer’s exclusive remedy for failure to meet the Availability level. This does not limit the Provider’s liability for damage caused intentionally or by gross negligence.
| Availability achieved | Reduction of fees |
|---|---|
| below 99.5% and at least 99.0% | 5% |
| below 99.0% and at least 98.0% | 10% |
| below 98.0% and at least 95.0% | 20% |
| below 95.0% | 30% |
Support is provided in Polish and English, through the channel indicated in the Service and at support@luminote.io.
The Provider classifies tickets according to the categories below; the Customer may request a change of category with reasons.
Response time means the time to the first substantive human reply, not the time to remove the cause. The Provider does not undertake to remove a reported defect within a specified period; it undertakes to act with due care and to inform the Customer of progress not less than once per business day for tickets of category P1 and P2.
The allocation of plans to support levels is indicated in the plan description in effect at the time of conclusion of the agreement.
Support covers the operation of the Service. It does not cover commercial consulting, data migration, implementation work, bespoke integrations or support for the Customer’s systems — those are provided against a fee, under a separate arrangement.
| Category | Description | Standard plan | Priority plan |
|---|---|---|---|
| P1 — critical | Service unavailable to all of the Customer’s users | 4 Business Hours | 2 hours, including outside Business Hours |
| P2 — high | Core Function unavailable or materially defective, no workaround | 8 Business Hours | 4 Business Hours |
| P3 — normal | Function operates defectively, a workaround exists | 2 business days | 1 business day |
| P4 — informational | Question, configuration change request, feature request | 5 business days | 3 business days |
The Provider makes backups of Customer data not less than once every 24 hours and retains them for 30 days.
The recovery point objective (RPO) is 24 hours. The recovery time objective (RTO) is 12 Business Hours from the determination that restoration is necessary.
Restoration of data lost through an act of the Customer or its users, including accidental deletion, is performed by the Provider on request, subject to the availability of a backup, against a fee agreed before the work commences.
We publish this document from a single source together with the application. The Polish version governs.