ANNEX 2 – Service Level Agreement (SLA, IT2022)

Support channel: hello@lyyli.ai (primary)

Support hours: business days 09:00–17:00 (EET/EEST), excluding Finnish public holidays

Availability target: 99.5% per month (excluding planned maintenance; notice ≥ 3 business days in advance)

Incident classes & response times

- P1 – Critical outage: response 4h during support hours; continuous work until restored

- P2 – Major incident: response by next business day

- P3 – Minor incident: response within 2 business days

- P4 – Request/Enhancement: response within 5 business days

No service credits unless expressly agreed in writing. IT2022 baseline applies.