# LumiPad pilot service objectives — negotiation baseline

Last verified: 2026-08-23
Status: proposed objectives only; not an active or contractual SLA.

These objectives are designed to make a bounded pilot measurable. Availability, support hours, credits, exclusions and remedies exist only if completed in a signed order form.

## Proposed measurement

| Area | Proposed pilot objective | Contract field |
|---|---|---|
| Availability | Measure successful access to the canonical production origin monthly; target to negotiate, not currently promised | `[TO COMPLETE]` |
| Critical incident acknowledgement | Named contacts acknowledge confirmed platform-wide or security-impacting incidents within the signed coverage window | Window: `[TO COMPLETE]` |
| Other support acknowledgement | Triage during agreed local support hours | Hours/channel: `[TO COMPLETE]` |
| Data-rights assistance | Confirm receipt, validate authority and provide a tracked execution plan | Deadline: `[TO COMPLETE]` |
| Planned maintenance | Give reasonable advance notice where practicable | Notice: `[TO COMPLETE]` |
| Exit | Produce agreed export and execute authorized retention/deletion runbook | Timeline: `[TO COMPLETE]` |

## Measurement rules

- Use the canonical origin and agreed synthetic checks; record timezone and maintenance windows.
- Separate LumiPad application faults from customer networks, browsers, identity providers and optional third-party services.
- Publish a monthly pilot review containing availability evidence, incidents, support cases, adoption, accessibility issues and unresolved risks.
- Do not advertise 99.x% availability or service credits until monitoring history and a signed remedy schedule support the claim.

## Severity discussion baseline

- **S1:** broad production unavailability, confirmed material security incident or irreversible data-loss risk.
- **S2:** critical workflow unavailable without a reasonable workaround for a material cohort.
- **S3:** limited defect with workaround or non-critical degradation.
- **S4:** question, documentation, enhancement or cosmetic issue.

The customer escalation tree, LumiPad on-call owner, coverage hours, acknowledgement targets and update cadence are `[TO COMPLETE]`. “Acknowledgement” is not the same as restoration or resolution.

## Exclusions to negotiate

Customer-controlled configuration/network, unsupported clients, force majeure, upstream provider failure, scheduled maintenance, abuse and beta/optional integrations. Exclusions must not override mandatory rights or incident duties under applicable law.