1. Uptime Commitment
LineUp commits to a platform availability of 99.9% in any given calendar month. This is measured as the proportion of time the Platform is operational and accessible to authenticated users, excluding the exclusions listed in Section 3.
This is a contractual obligation. Where monthly availability falls below 99.9%, the Tenant's sole and exclusive remedy is a service credit applied to the next invoice. Credits are not transferable, have no cash value, and do not constitute an acknowledgment of fault. For full credit terms, see the Refund Policy.
2. Scheduled Maintenance
- Scheduled maintenance windows will be communicated to Tenant administrators with a minimum of 48 hours' advance notice, where practicable
- Maintenance is generally planned during off-peak hours to minimize disruption to active service environments
- Emergency maintenance may be performed without advance notice when required to address critical security vulnerabilities or data integrity issues; LineUp will notify Tenants as soon as possible in such cases
3. Exclusions from Uptime Calculation
The following are excluded from uptime measurements and do not constitute platform downtime:
- Scheduled maintenance windows communicated in advance
- Interruptions caused by factors outside LineUp's control, including failures of third-party internet infrastructure, DNS providers, or cloud hosting providers
- Force Majeure Events
- Interruptions caused by Tenant configuration errors, misuse, or actions that breach the Terms of Service or Commercial Agreement
- SMS or email delivery failures attributable to third-party gateway providers
4. Incident Response & Support
LineUp categorizes platform incidents into four priority tiers and commits to the following initial response and target resolution times from the point an incident is confirmed:
| Priority | Severity | Description | Initial Response | Target Resolution |
|---|---|---|---|---|
| P1 — Critical | Platform-wide outage | Full service unavailability affecting all Tenants | 30 minutes (24/7) | 4 hours |
| P2 — High | Major degradation | Core features impaired; significant Tenant impact | 2 hours | 8 hours |
| P3 — Medium | Partial degradation | Non-critical features impaired; workaround available | 8 hours | 48 hours |
| P4 — Low | Minor issue | Cosmetic or minor functional issues; no operational impact | 48 hours | Next release cycle |
Response and resolution times for P2–P4 incidents are measured during business hours (08:00–18:00 EAT, Monday–Friday). P1 Critical incidents receive 24/7 response regardless of day or time. All times are measured from confirmed incident detection.
For general support inquiries, platform questions, and onboarding assistance, contact: support@cybersafehills.com.
5. Incident Communication
In the event of an unplanned outage or degraded service affecting Tenants, LineUp will communicate via email to Tenant administrators and, where available, through in-platform notifications. Updates will be provided at reasonable intervals until the incident is resolved.
For security incidents involving personal data, notification procedures are governed by the Data Processing Agreement.
6. Contact
Support inquiries: support@cybersafehills.com
Security concerns: security@cybersafehills.com
Legal and compliance: legal@cybersafehills.com
CyberSafeHills & Partners Ltd, Kk 15 Rd, Kigali, Rwanda