Last updated: 20 September 2026
Draft for legal review
This Service Level Agreement (SLA) applies only to a Lambda Twelve service where the applicable Order states that this SLA applies. Bespoke SLA terms in an Order or SOW override this document for that service.
1. Availability commitment
Lambda Twelve commits to 99.0% Service Availability under the measurement rules below.
The Availability Commitment is considered not met for a calendar month if either:
- aggregate Service Availability for that calendar month is below 99.0%; or
- Service Availability for an individual calendar day is below 99.0% on three or more separate calendar days during that same calendar month.
Both monthly and daily periods are measured using Europe/Athens calendar boundaries.
2. Service Availability
Service Availability means the percentage of Included Time during which the affected Lambda Twelve-managed service is capable of performing its material contracted network/service function.
Availability is calculated as:
(Included Time - Qualifying Unavailable Time) / Included Time x 100
Included Time is the total measurement-period time minus Excluded Time.
Qualifying Unavailable Time is time during Included Time when the service is unavailable due to a condition within the scope of Lambda Twelve's availability responsibility.
Measurement is based on Lambda Twelve monitoring and service records, supplemented where appropriate by reliable customer evidence. Short monitoring anomalies that do not reflect actual service unavailability are not downtime.
How availability is measured. Availability is measured by an external probe against the service's primary contracted endpoint, at an interval of sixty seconds. An incident begins at the first failed probe and ends at the first subsequent successful probe. The resulting period is Qualifying Unavailable Time unless it falls within Excluded Time or is otherwise outside the scope of our availability responsibility under this SLA.
The primary contracted endpoint for a service is identified in the Order or, where it is not, is the principal network endpoint by which the service is ordinarily reached.
3. Scheduled maintenance
Scheduled maintenance is Excluded Time only where all of the following conditions are met:
- at least 48 hours' advance notice is given to affected customers;
- the maintenance occurs between 22:30 and 05:00 Europe/Athens; and
- the scheduled maintenance period does not exceed 3 hours.
If scheduled maintenance exceeds three hours, the excess period is not excluded merely because the maintenance began as scheduled.
4. Emergency maintenance
Lambda Twelve may perform emergency maintenance without 48 hours' notice where delaying the work would reasonably create or prolong a material risk to security, data integrity, infrastructure integrity or service availability.
We will provide notice as soon as reasonably practicable.
Emergency maintenance is not automatically excluded from the availability calculation. Time during which a service is unavailable for emergency maintenance counts as Qualifying Unavailable Time unless it falls within Excluded Time under section 3 or within one of the exclusions in section 5. Treating every emergency as excluded would let the availability commitment be set aside whenever it was most likely to matter.
5. Other exclusions
Availability calculations exclude downtime to the extent caused by:
- customer actions, omissions, configuration or customer-managed software;
- suspension permitted by the Terms or required by law;
- customer-requested work or changes that require interruption;
- failures of customer-controlled networks, DNS, devices, software or third-party services not supplied or managed by Lambda Twelve;
- force-majeure events to the extent exclusion is lawful and appropriate; or
- other exclusions expressly stated in the applicable Order.
A failure of a Lambda Twelve-selected upstream provider or facility is not automatically excluded merely because a third party is involved where providing the relevant infrastructure is part of the contracted Lambda Twelve service. Product-specific Orders may allocate particular dependencies differently.
6. Service credit for SLA failure
If the Availability Commitment is not met for a calendar month under either test in section 1, the customer is entitled to a Service Credit equal to 100% of one month's contracted recurring fee for the affected service, calculated at the customer's actual contracted rate rather than list price.
For a continuing customer, the Service Credit is applied against the next invoice(s). If there will be no subsequent invoice, the equivalent amount is refunded using a reasonable payment method.
Only the fee for the affected service is used to calculate the credit. Unaffected services, usage charges, third-party pass-through charges, taxes and one-off professional-service fees are not included unless the Order expressly provides otherwise.
The two failure tests do not stack: satisfying both tests in the same calendar month produces one Service Credit, not two.
7. Claims and verification
Lambda Twelve should proactively identify and apply an SLA credit where its records establish entitlement. A customer may also report a suspected SLA failure to support@lambda-twelve.com, identifying the affected service and approximate incident times.
A claim should be made within thirty days of the end of the calendar month in which the suspected failure occurred, so that monitoring and service records covering the period are still available to both of us.
This section does not state that the Service Credit is the only remedy available for an availability failure, and nothing in this SLA limits any right a consumer has by law. Section 8 sets out how this SLA relates to other remedies.
8. Relationship to consumer rights and other remedies
This SLA provides a contractual availability remedy. It does not limit rights or remedies that cannot lawfully be limited, including mandatory consumer rights.
9. Support is separate from availability
Unless the Order expressly states otherwise, this SLA does not create guaranteed support-response or resolution times. Default support arrangements are stated in the Terms of Service; enhanced support commitments must be stated in the applicable Order or SOW.