Bilaga 2 – Servicenivåavtal (SLA)

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. This is a target, not a guarantee. Excluding planned maintenance (notification ≥ 3 business days in advance).

Measurement Scope: Availability is measured for the Lyyli.ai production service (application API and user interface). Excluded from measurement: third-party service outages (e.g., integrations, AI APIs, authentication service), disruptions caused by the Customer's own environment, and force majeure events.

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.