Service-level Agreement (SLA)

Services / SLA

Lightspeed Systems provides hosted services including mobile device management, web filtering, app analytics, and classroom management for schools.

Availability and Back-up

Lightspeed Systems services are available at least 99.9% of the time. The servers are continuously monitored for performance and availability.

Uptime

Average monthly uptime (2023): 99.9%

Average monthly uptime (2022): 99.9%

Average monthly uptime (2021): 99.9%

Average monthly uptime (2020): 99.9%

Average monthly uptime (2019): 99.9%

Average monthly uptime (2018): 99.97%

Average monthly uptime (2017): 100%

The system has several layers of backups in place. We utilize several data protection strategies including ongoing backups and fully redundant replicas of master databases spread out across several data centers in multiple locations. Lightspeed Systems is self-certified with Privacy Shield (http://privacyshield.gov) for data protection and privacy.

Lightspeed Systems software has been architected to protect against single points of failure. Application stacks are distributed across multiple physical locations including Amazon cloud services. These are geographically separated and use multiple Internet providers. We utilize geographically distributed dynamic DNS with very short TTLs to route users to the closest application stack. If a stack stops responding it is automatically pulled from the DNS distribution and users are rerouted.

Updates

Updates are typically performed during non-peak hours and new features are normally released on Friday nights.

Users are advised of coming changes beforehand and given information for using new features via e-mail, announcements and other documentation.

Support Hours & Contacts

Technical Support is available 24/7/365 as follows;

  • Live Support: Monday-Friday 2am-6pm Central Time
  • On Call Support: Monday-Friday 6pm-2am Central Time and weekends
  • Chat Support: Monday-Friday 2am-6pm Central

Support contacts and resources are as follows

  • Customer Portal: https://help.lightspeedsystems.com
  • 1.800.444.9267 for regular support hours
  • Emergency off-hours support is available by calling (800) 444-9267 and select emergency support. If a technician does not answer, leave organization name, phone number, contact info, as well as a problem description. A technician will return the call within 60 minutes.

Worldwide Support

Americas: 1.800.444.9267

EMEIA: 01277 240 640

APAC: +61 2 8310 8686

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Safety, security, and equity. At the speed of light.

Phoenix House
Christopher Martin Rd.
Basildon, Essex
+44 (0) 20 4534 5200

Products

Contact

United States
+1 877-447-6244
[email protected]

Europe
+44 (0) 20 4534 5200

Asia Pacific
+61 2 8310 8686

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Reimagine the inspired and interactive classroom for remote, hybrid, and in-person learning. Lightspeed Classroom Management™ gives teachers real-time visibility and control of their students’ digital workspaces and online activity.

  • Ensure all students interact with only the right online curriculum — precisely when they’re supposed to use it.
  • Push out vetted curriculum links to all students at the same time.
  • Block inappropriate or distracting web sites and apps.

Ensure scalable & efficient learning device management. The Lightspeed Mobile Device Management™ system ensures safe and secure management of student learning resources with real-time visibility and reporting essential for effective distance learning.

  • A centralized, cloud-based solution for infinitely scalable device, application, and policy controls
  • Self-Service App Library, where teachers and students
    can access and install approved curriculum and learning tools
  • Remotely deploy, change, and revoke hundreds of policies and educational applications, while reducing typical downtime and costs

Prevent suicides, cyberbullying, and schoolviolence. Lightspeed Alert™ supports district administrators and selected personnel with advanced AI to detect and report potential threats before it’s too late.

  • Human review
  • Real-time alerts that flag signs of a potential threat
  • Intervene quickly before an incident occurs.
  • Activity logs provide visibility into online activity before and after a flagged event

Protect students from harmful online content. Lightspeed Filter™ is the best-in-class solution that acts as a solid barrier to inappropriate or illicit online content to ensure students’ online safety 24/7.

  • Powered by the most comprehensive database in the industry built through 20 years of web indexing and machine learning.
  • Ensure CIPA compliance
  • Block millions of inappropriate, harmful, and unknown sites, images, and video including YouTube
  • Keep parents informed with the Lightspeed Parent Portal™

Gain complete visibility into students’ online learning. Lightspeed Analytics™ gives districts robust data on the effectiveness of any tools they implement so they can take a strategic approach to their technology stack and streamline reporting.

  • Track education technology adoption and usage trends, eliminate redundancy, and drive ROI
  • Monitor app and content consumption to facilitate early adoption and effective utilization
  • Assess risk with visibility into student data privacy and security compliance