Service Level Agreement

Last Updated: 29 March 2026

This Service Level Agreement (“SLA”) sets out the performance standards and support commitments provided by Lytii to our Business Customers. This document forms part of your agreement with Lytii and should be read alongside our General Terms and Conditions.

At Lytii, we understand that consistent, high-speed connectivity is the backbone of your business. Our full-fibre network is designed for reliability, providing symmetrical upload and download speeds without data caps, so you can focus on what matters most.

1. Definitions

• “Availability” means the ability of the Lytii network to pass data packets between your premises and our core network.
• “Downtime” refers to a period where the Service is unavailable, excluding Planned Maintenance or Emergency Maintenance.
• “Fault” means a total loss of Service or a significant degradation in performance that prevents normal business operations.
• “Fix Time” means the period between a Fault being logged by our support team and the restoration of the Service.
• “Working Hours” means 08:00 to 18:00, Monday to Friday, excluding UK public holidays.

2. Service Availability Commitment

Lytii aims to provide a reliable, “always-on” service. We target a Service Availability of 99.9% over any given calendar month.

How we measure Availability: Availability is measured at the Lytii network boundary (our core network to your service handover point at your premises). A period counts as Downtime only where there is a verified Loss of Service on the Lytii network and you have reported the Fault to us, and it is not within an excluded category under section 7.

Uptime calculation:
Availability % = (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100.

Our full-fibre infrastructure is built to deliver the speeds advertised in your Business Plan. While we do not cap your data or throttle your connection, actual speeds may vary based on internal networking equipment or external factors beyond the Lytii network boundary.

3. Fault Reporting and Support

If you experience a disruption, our support team is here to help.

• Reporting: Faults must be reported via the Lytii Business Support Portal or by calling our dedicated Business Support line.
• Response Time: For total loss of service, we aim to acknowledge and begin investigating your report within 2 Working Hours.

4. Target Fix Times

We prioritise business connections to ensure minimal disruption. Target Fix Times run from the time the Fault is logged by Lytii support and may include time outside Working Hours unless your plan specifies “Working Hours only”.

• Priority 1 (P1) – Total loss of Service: We aim to restore Service within 24 hours of the report being logged (Standard Business Care) or within 6 Working Hours (Enhanced Business Care, if applicable).
• Priority 2 (P2) – Severe degradation (Service usable but materially impacted): We aim to resolve within 2 working days (Standard Business Care) or 1 working day (Enhanced Business Care, if applicable).
• Priority 3 (P3) – Minor fault / intermittent issue: We aim to resolve within 5 working days, or provide a workaround / action plan.

Note: Fix times may be extended if we require access to your premises and are unable to gain entry, if third-party networks or suppliers are required to complete the repair, or if the fault requires significant civil engineering works.

5. Service Credits

If we fail to meet our Service Availability commitment and/or applicable Target Fix Times, you may be eligible for Service Credits, subject to the exclusions in section 7.

A. Availability Credits (Monthly Uptime)
Where measured Availability for a calendar month falls below 99.9%, you may claim the following credit as a percentage of the monthly recurring charge for the affected Service (excluding one-off charges, installation fees, hardware purchases, call-out fees, and VAT):

• 99.9% to 99.5%: 5% credit
• <99.5% to 99.0%: 10% credit
• <99.0% to 98.0%: 20% credit
• <98.0%: 30% credit

B. Fix Time Credits (Per Qualifying Outage)
If a P1 (total loss of Service) Fault is not restored within the applicable Target Fix Time, you may claim:

• Standard Business Care: credit equivalent to one day’s worth of your monthly subscription fee for each additional 24-hour period (or part thereof) that the Service remains down, starting after the Target Fix Time has been exceeded.
• Enhanced Business Care (if applicable): credit equivalent to one day’s worth of your monthly subscription fee for each additional 12-hour period (or part thereof) that the Service remains down, starting after the Target Fix Time has been exceeded.

C. Important rules

• No double counting: If you qualify for both Availability Credits and Fix Time Credits in the same calendar month for the same incident(s), we will apply the higher of the two credit amounts (not both).
• Maximum Credit: Service Credits are capped at a maximum of 100% of the monthly subscription fee for the affected Service in any single calendar month.
• Claim Process: To request a credit, please contact our billing team within 30 days of the Fault being resolved, providing the Fault reference number, dates/times of impact, and your preferred contact details. If approved, credits will be applied to your next monthly invoice.

6. Maintenance

To keep our network at peak performance, we occasionally perform maintenance.

• Planned Maintenance: We will provide at least 5 working days’ notice for any scheduled work that may cause a temporary interruption. We aim to carry out these works during off-peak hours (typically 00:00 to 06:00).
• Emergency Maintenance: In rare cases, we may need to perform urgent repairs to protect network integrity. We will provide as much notice as is reasonably practicable.

7. Exclusions

Service Credits and Fix Time targets do not apply in the following circumstances:

• Faults caused by your own equipment (e.g., third-party routers, internal cabling, or software).
• Loss of power at your premises.
• Damage to Lytii equipment caused by the customer or a third party.
• Failure to provide Lytii engineers with necessary access to the site.
• Issues occurring during Planned or Emergency Maintenance windows.
• Events of Force Majeure (e.g., extreme weather, national emergencies, or acts of God).

8. Customer Obligations

To ensure we can meet these service levels, you agree to:

• Provide accurate contact details for a designated technical lead.
• Allow our engineers safe and timely access to your premises when required.
• Maintain your own internal network and hardware in good working order.

Lytii is proud to support the UK business community with full-fibre connectivity. This SLA reflects our commitment to transparency, reliability, and your continued success.