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Our service guarantee

DM Digital S.r.l., a company incorporated and existing under the laws of Italy with VAT IT03895390361 (“Lucen Software” and “Lucen”) guarantees that the use of our all websites and software platforms, including, without limitation, the application known as Lucen Track (the “Application”) (collectively, the “Software”) will be available 99% of any given month to all customers who have paid for a subscription to the Software and are in good financial standing with Lucen per this Service Level Agreement (this “Agreement” or this “SLA”). For the avoidance of doubt, this guarantee applies to your ability to reach the Software, but does not guarantee the performance and function of such Software. However, in case of problems with the Software, anyone who feels they are negatively affected may write to track-support@lucensoftware.com.

Please note that Terms of service apply.

This SLA may be modified or revised without notice.

SLA terms and conditions

  • This SLA is valid to DIRECT clients and subscribers of Lucen only. Lucen is not liable for any downtime caused by a reseller of its services;
  • Outage due to Scheduled Windows Maintenance is not eligible for SLA credit. Outage due to your behavior/actions is not eligible for SLA credit;
  • False SLA claims may incur a $20.00 administrative fee per offense;
  • All SLA claims must be submitted within one week (seven days) of the outage to our Support Team through the ticket system ONLY;
  • SLA claims can only be submitted by the authorized account ONLY, claims from other accounts will be denied;
  • Any outage outside of Lucen’s control including, without limitation, network provider outages, natural disasters including weather conditions, flood, fire, strike or other labor disturbance, interruption or delay of transport, interruption or delay of telecommunications or third party services (including DNS propagation) or failure of third party software/hardware is not eligible for SLA credit;

Limitations

Continuous occurrences may not be due to Lucen’s network or hardware. Determination of the uptime of our Software and service thereunder shall be determined at the sole discretion of Lucen, and not any one client’s experience.

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Last updated: May 5, 2026.

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