ANNEX 2 – Service Level Description (SLA, IT2022)
ANNEX 2 – Service Level Description (SLA, IT2022)
1. Support
Support: hello@lyyli.ai (weekdays 09:00–17:00, EET/EEST)
2. Service Availability
Availability Target: 99.5% / month (excluding planned maintenance; notification ≥ 3 business days in advance)
Availability is calculated as follows:
Availability % = ((Total Time - Downtime) / Total Time) × 100
3. Incident Categories and Response Times
P1 – Critical Outage: response 4 h; work continues until restored
P2 – Significant Incident: response during next business day
P3 – Minor Incident: response 2 business days
P4 – Request/Development Suggestion: response 5 business days
4. Performance
Service response time target is under 3 seconds for 95% of requests under normal load.
5. Service Credits
No service credits unless separately agreed in writing.
6. Security
Security and data protection documents can be found in Annex 3 – DPA and Annex 4 – TOMs.
7. Monitoring and Reporting
Service availability is continuously monitored and reported monthly to the customer.
8. Applicable Terms
IT2022 standard basis applies where applicable.