Service Level Agreement

We target 99.9% monthly availability for production hosting services (excluding scheduled maintenance). Availability is measured as the percentage of minutes in a calendar month during which the service is reachable, as recorded by our monitoring.

Planned maintenance is announced in advance where practicable and, where possible, scheduled during low-traffic windows. Scheduled maintenance does not count against the uptime commitment.

The commitment does not apply to downtime caused by factors outside our reasonable control, including force majeure; your applications, code, plugins or configuration; third-party services or networks; suspension for breach or non-payment; or DDoS and other attacks beyond our mitigation.

If we miss the monthly target for a service for which you are the affected customer, you may request a service credit on your next invoice, proportionate to the affected service and period.

Credits are the sole and exclusive remedy for missed availability and must be requested within 30 days by emailing support@lanetti.fi with the affected service and timeframe.

We provide 24/7 monitoring and support for production issues. Response times are prioritised by severity, with critical platform incidents handled first.