Published Enterprise service levels.

Only a signed Order that identifies Covered Services and incorporates this SLA version creates the Enterprise commitment.

This SLA applies only to business and organizational customers when an Order identifying both parties and signed by authorized representatives expressly incorporates the dated version of this page.

The Order must list each Covered Service, endpoint, environment, region, and customer account, and allocate an eligible recurring monthly fee or monthly equivalent to each Covered Service. The Order should define the observation method and any service-specific success thresholds. If an Order identifies a Covered Service but omits either measurement detail, the default measurement method and success standard in this SLA apply to the omitted detail.

The commitment starts with the first full UTC calendar month after the later of the Order effective date or production activation, unless the Order states another date. Services omitted from the Order receive no numeric availability or credit commitment.

Lyniti calculates MAP separately for each Covered Service in each UTC calendar month using Lyniti monitoring records, incident records, and the observation boundary in the signed Order. Cross-service averaging applies only when the Order defines explicit weights.

MAP equals total covered minutes minus unavailable covered minutes, divided by total covered minutes, multiplied by 100. Excluded time is removed from both totals. The unrounded result determines credit eligibility.

If exclusions remove all covered minutes for a service in a month, no MAP is calculated and no service credit is due for that service and month.

An unavailable covered minute is a full minute when a Covered Service cannot provide successful access to its primary production function for most customer users because of a failure within Lyniti's reasonable control. Slowness or partial degradation counts only when the signed Order defines an objective threshold.

An exclusion applies only to the extent it caused the event and is supported by reasonable incident evidence. Exclusions do not hide failures within Lyniti's reasonable control.

• Scheduled Maintenance with at least 72 hours' notice, or shorter notice accepted by the customer
• Incremental downtime caused by urgent maintenance for an active or imminent security risk, material data-integrity risk, or legal requirement
• Customer configuration, systems, credentials, content, unsupported clients, or customer-controlled integrations
• Delay directly caused by missing customer cooperation, information, or access
• Internet, carrier, DNS, regional network, force majeure, or other external events outside Lyniti's reasonable control
• Third-party services outside Lyniti's reasonable control, to the extent the event was not caused by Lyniti's breach or failure to use reasonable care in selecting, configuring, or operating the dependency
• Unlawful activity, abuse, denial-of-service attacks, or emergency security action not caused by Lyniti's breach
• Preview, beta, free, experimental, or expressly excluded services, and suspension permitted by the agreement

Authorized customer contacts submit requests through support@lyniti.com or another channel in the Order and provide accurate contact, impact, timestamp, reproduction, and access information. An Initial Response is a human acknowledgement that assigns severity, confirms triage, and identifies an owner or next-update plan.

Business Hours accrue Monday through Friday, 09:00-17:00 Europe/Helsinki, excluding Finnish public holidays. One Business Day means eight accumulated Business Hours. A request received outside Business Hours starts at 09:00 on the next Business Day, and clocks roll across Business Days until the target hours accrue. Outside-hours response is best effort and does not create 24/7 support.

If material information or access is missing, Lyniti may pause the response clock after a specific written request. Lyniti records pause and resume times, and the clock resumes when the requested material arrives.

Response targets do not promise resolution, a workaround, continuous work, or fixed update frequency and do not create service credits. Security-incident notice duties under law, the DPA, or other controlling terms remain unchanged.

These targets apply during Business Hours to signed Enterprise Orders. Scheduled Maintenance is not a P1-P4 severity; an incident during maintenance is classified by actual customer impact.

Use the unrounded MAP for each Affected Service to select one monthly credit band.

Affected Service means the Covered Service whose MAP fell below 99.5%. The percentage applies only to its allocated recurring monthly fee or monthly equivalent. Credits for one service in one month are capped at 50%, do not stack, and exclude taxes, usage charges, third-party pass-through charges, and unrelated services.

For Scheduled Maintenance expected to materially affect a Covered Service, Lyniti uses commercially reasonable efforts to provide at least 72 hours' notice through status.lyniti.com, email, or another channel in the Order. Routine work with no expected material impact needs no advance notice.

Emergency Maintenance may occur without 72 hours' notice. Lyniti provides notice as soon as reasonably practicable, considering security, confidentiality, legal, and incident-response needs. An underlying Lyniti-controlled failure remains counted unless another exclusion applies.

No maximum monthly maintenance duration is promised. Scheduled Maintenance is excluded from MAP only when the notice rule above is met or the customer accepts shorter notice.

Production database Recovery Point Objective (RPO): 6 hours. Production PostgreSQL backups are scheduled at least every six hours. RPO is an operational recovery objective, not a guarantee that every incident will limit recoverable data loss to six hours.

Recovery Time Objective (RTO): 4 hours. RTO is an operational recovery target and does not constitute a guaranteed restoration time or separate service-level commitment unless expressly stated in the applicable Order.

Recovery work proceeds as soon as reasonably practicable, but duration varies with incident scope, backup availability, infrastructure availability, and validation requirements.

RPO, RTO, and recovery activity are not warranties, availability commitments, or separate service-credit triggers unless the applicable Order expressly states otherwise. Current backup implementation details are operational disclosures and may be replaced with materially equivalent or stronger controls.

A credit is applied to the customer's next bill and is not a cash refund. A valid credit is the customer's sole contractual remedy for failure to meet the 99.5% commitment, subject to mandatory law and remedies expressly preserved elsewhere in the agreement.

• Submit a complete claim to support@lyniti.com within 45 days after the affected month ends; if the Order requires a MAP report and Lyniti delivers it later, the deadline is 30 days after delivery
• Identify the customer, Affected Service, dates, times, observed impact, and available evidence
• Lyniti provides its calculation or rejection reason within 30 days after receiving a complete claim
• Credits cannot be transferred; when no next bill will issue, the credit remains on the customer account for 12 months and applies to the next eligible bill during that period before expiring
• Dispute a MAP calculation within 30 days after receiving it

Appropriate material customer-facing incidents, scheduled maintenance, and historical service communication belong on Lyniti's external status page. Tenant-specific, confidential, or security-sensitive notices may use direct channels instead.

For a material P1 incident attributable to Lyniti, Lyniti may provide an incident summary. When the signed Order expressly requires a written post-incident report, Lyniti provides it according to the scope and delivery timeline stated in the Order.

Status entries and historical percentages are operational evidence, not admissions of liability, automatic credit decisions, scope changes, or amendments to a signed agreement.

status.lyniti.com

This page version is dated 22 August 2026. The signed Order must identify the incorporated SLA version, Lyniti Terms of Service version, and applicable Data Processing Addendum. Later public-page edits do not alter a signed agreement without written agreement.

The English version of this SLA controls unless the signed Order expressly identifies another controlling language. Other translations are provided for convenience.

For conflicts, the DPA controls personal-data processing duties; an Order controls SLA provisions it expressly overrides; this SLA controls service-level, support, maintenance, and recovery terms; and the Terms control other matters.

This SLA begins and ends with the Order. Accrued credits, timely pending claims, supporting measurement records, and provisions that by nature survive remain effective through applicable claim and dispute periods.

The Terms' aggregate liability limits, exclusions, governing law, and jurisdiction apply unless the signed Order lawfully overrides a specific provision. Credits and other remedies cannot produce double recovery for the same event, and nothing limits rights that cannot lawfully be limited.