Production availability or data integrity is directly impacting revenue continuity or core business operations.

• Core revenue path unavailable (e.g., ecommerce checkout down, lead form unreachable)
• Majority of users unable to access production
• Regional outage affecting primary customer base
• Active security compromise (e.g., defacement, unauthorized access, malware injection)
• Data loss or corruption risk (e.g., database crash with no verified backup)

Production is available but degraded without disrupting revenue continuity.

• Elevated error rate (e.g., intermittent 500 errors on some pages)
• Performance degradation (e.g., page load times doubled, server response slow)
• Partial user segment impact (e.g., mobile users affected, one geographic region slow)
• Backup failure without active data loss (e.g., nightly backup job failing for 3+ days)

Non-critical functional issues not affecting availability or revenue continuity.

• Non-critical service degradation (e.g., cron jobs not running, staging environment down)
• Email deliverability issues not affecting transactional mail
• SSL configuration warnings without active security impact
• DNS record changes needed for new services or configurations

Advisory, optimization, or informational items addressed during scheduled engagement cycles.

• Performance optimization recommendations (e.g., caching strategy review, image optimization)
• Infrastructure documentation updates
• Proactive security audit findings with no immediate risk
• Hosting cost optimization or resource right-sizing suggestions

No. Luminfra works on your existing hosting — shared, VPS, dedicated, or managed. We don’t provide hosting and we don’t require you to move. If you ask for a recommendation, we’re happy to suggest options, but there’s no lock-in.

It depends on the scope, but typically: hosting control panel access, SSH credentials, DNS registrar login, and any relevant application admin access. We walk you through everything during onboarding and can work with your team to set up dedicated access securely.

Monitoring runs 24/7 on all tiers, so the alert is captured regardless. For Standard and Extended, the alert is queued and addressed when the next coverage window opens. If it can’t wait, you can request an out-of-hours emergency response at $150/hour (1-hour minimum). Critical tier clients have 24/7 SLA-backed response — no waiting.

Alert response is covered by your retainer’s monitoring and response commitment: if a monitor fires and we respond, that doesn’t consume credits. Task credits are for planned, requested work: migrations, configuration changes, server setup, hardening, and similar infrastructure tasks.

No. Task credits reset each billing cycle. If you don’t use them, they don’t carry forward. If you need more than your monthly allocation in a given month, additional credits are available at your tier’s overage rate.

Yes. Additional sites are $20/month each and additional servers are $40/month each. You don’t need to change tiers just because you have more sites; tiers are about coverage window and response speed, not just monitoring volume.

No. All retainers are month-to-month. You can cancel at the end of any billing cycle. We’d rather keep clients because the service is worth it than because they’re locked in.

Our scope is infrastructure and operations, not application development. If a plugin is causing server errors, performance issues, or outages, that falls within our scope because it’s affecting infrastructure stability. Customizing a plugin, updating content, or building features does not. When we encounter application-level issues during incident response, we’ll identify the root cause and advise on next steps, but the fix may need to come from your developer.

Yes. We offer white-label arrangements where Luminfra operates as your infrastructure team without direct client-facing communication. Same service, same SLA, same pricing, and your clients just see it as part of your offering. Contact us to discuss the details.

Every task has a defined effort ceiling based on its size classification. If we hit that ceiling during execution, we stop and communicate: here’s what we’ve found, here’s what remains, and here’s what it will take to finish. You approve before we continue. No surprise overages.