Service Level Agreement
Last updated: August 30, 2026
This document sets out the uptime commitment for hosting services provided by SSH BULUT SUNUCU MERKEZİ ANONİM ŞİRKETİ, how it is measured, and the compensation applied if it is missed. It forms an integral part of the Distance Sales Agreement.
This is a translation for convenience. In case of any conflict, the Turkish version prevails.
1. Commitment
The Company commits to 99.5% availability per calendar month at the network and infrastructure level. This corresponds to approximately 3 hours 39 minutes of total downtime per month.
2. Scope
The commitment covers the power, cooling, network backbone, virtualisation layer and physical server hardware operated by the Company. The following are excluded:
- Downtime caused by the operating system, applications, databases and configuration installed by the Customer.
- Operations carried out at the Customer's request, and resource exhaustion caused by the Customer (memory, disk, processing power).
- Suspensions applied for non-payment or breach of the Terms of Service.
- Access problems originating from the Customer's domain, DNS or third-party services.
- General failures on the internet backbone outside the Company's control, and force majeure.
- Distributed denial-of-service (DDoS) attacks against the service and the protective measures applied against them.
- Planned maintenance announced at least 48 hours in advance and not exceeding 4 hours in total per calendar month.
3. Measurement
Availability is measured by the Company's monitoring system through checks carried out every 5 minutes. Downtime is deemed to begin when two consecutive checks fail and ends with the first successful check. Monthly availability is calculated by subtracting downtime minutes from the total minutes in the month. The Company's records are taken as the basis; the Customer may submit its own measurements and the records are then evaluated together.
4. Service credits
In months where the commitment is missed, credits are applied against that month's fee for the affected service at the following rates:
| Monthly availability | Service credit |
|---|---|
| Between 99.5% and 99.0% | 10% of the monthly fee |
| Between 99.0% and 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
- Credit must be claimed by opening a support ticket within 30 days following the month in which the downtime occurred. Late claims are not considered.
- Credits are applied to the next invoice; they are not paid out or refunded in cash.
- Total credits in a calendar month cannot exceed the fee paid for the affected service for that month.
- Service credits are the sole and exclusive remedy for failure to meet the uptime commitment. Mandatory provisions of consumer law are reserved.
5. Support response times
Support tickets are opened from the support screen in your account. The times below are first response times; resolution time depends on the nature of the problem.
| Priority | Scope | First response |
|---|---|---|
| Urgent | Service completely unreachable | 2 hours (24/7) |
| High | Service running, a significant function broken | 8 hours |
| Normal | Issues with limited impact | 1 business day |
| Low | Information requests, configuration questions | 2 business days |
Priority is determined by the support team reviewing the ticket. Response times are targets and do not give rise to service credits.
6. Planned maintenance
Planned maintenance is scheduled for the hours of lowest impact and announced at least 48 hours in advance. Where it cannot be postponed — for example to close a security vulnerability — maintenance may be carried out at shorter notice or without notice; such maintenance is out of scope.
7. Effect
This document applies to all accounts that are customers of SSH BULUT SUNUCU MERKEZİ ANONİM ŞİRKETİ. Changes are announced at least 15 days before they take effect.