Availability and support
Service levels without invented numbers.
This page explains current availability terms, how uptime would be measured, what exclusions apply, how support severity is defined, and which numbers remain gated on OP-01 operational verification.
Availability tiers
Only signed terms create a service-level commitment. Marketing copy and provider SLAs do not become a Lyniti customer SLA.
| Tier | Availability commitment | Service credits | Support |
|---|---|---|---|
| Public and self-service terms | As available; no numeric uptime guarantee | No standard service-credit schedule | support@lyniti.com; no published response-time commitment |
| Enterprise order with written SLA | Target stated in signed order after OP-01 verification | Eligibility and formula stated in signed SLA | Severity response targets stated in signed support schedule |
Measurement method
When a signed SLA applies, monthly availability should be calculated from successful access to covered production services, using Lyniti monitoring records and the service boundary defined in that SLA.
A defensible formula is: total covered minutes minus unavailable covered minutes, divided by total covered minutes. The signed SLA must define time zone, observation interval, partial degradation, scheduled maintenance, and which application and realtime endpoints are covered.
Typical exclusions
An exclusion applies only if stated in controlling terms and supported by incident evidence. Exclusions must not hide failures inside Lyniti's reasonable control.
- Scheduled maintenance communicated according to the signed notice terms
- Customer configuration, customer systems, unsupported clients, or customer-controlled integrations
- Third-party services outside Lyniti's reasonable control where Lyniti has designed and operated dependencies responsibly
- Internet, carrier, DNS, or regional network events outside Lyniti's control
- Force majeure, unlawful activity, abuse, or emergency security action
- Preview, beta, free, or explicitly excluded services
Support severity
Definitions are public so customers can classify impact consistently. Numeric response targets remain contractual and are not published before OP-01 verification.
| Severity | Definition | Initial response target |
|---|---|---|
| P1 - Critical | Production service unavailable for most users, confirmed active security compromise, or material data-integrity risk with no reasonable workaround. | Defined in signed enterprise schedule; numeric target pending OP-01 |
| P2 - High | Major production function unavailable or severely degraded for multiple users, with business work blocked and no practical workaround. | Defined in signed enterprise schedule; numeric target pending OP-01 |
| P3 - Normal | Limited defect or degradation with a workaround, no material security exposure, and core service still usable. | Defined in signed enterprise schedule; numeric target pending OP-01 |
| P4 - Low | Question, cosmetic issue, documentation request, feature request, or other non-urgent matter. | Defined in signed enterprise schedule; numeric target pending OP-01 |
Service credits
No public standard credit percentage is offered today. Where an enterprise SLA includes credits, the signed agreement must define availability bands, credit amount, claim window, evidence, maximum credit, exclusions, and whether credits are the sole remedy for availability failure.
Credits should apply to affected recurring service fees, not taxes, usage charges, third-party pass-through costs, or unrelated services, unless the signed SLA says otherwise.
Status and incident history
Current incidents, scheduled maintenance, and historical service communication belong on Lyniti's external status page. Lyniti does not build or duplicate a second status system inside the Trust Center.