Service Level Agreement (SLA)
Our Commitment to Uninterrupted Service and Trust
We aim to maintain high availability and performance standards across the cloud computing, server hosting, backup, disaster recovery, and managed IT services we provide to our customers. This Service Level Agreement (SLA) is our formal commitment defining the quality criteria, performance targets, and support processes for the services provided.
Our infrastructure is backed by modern data center technologies, redundant network architecture, and advanced security systems. This ensures that businesses’ critical operations continue without interruption and that their data is securely protected.
Service Availability
A monthly availability target of 99.9% is offered for the services provided. Planned maintenance is announced in advance, and these periods are excluded from availability calculations.
Availability Targets
- Cloud Server Services: 99.9%
- Dedicated Server Services: 99.9%
- Backup Services: 99.9%
- VPN and Network Solutions: 99.9%
- Managed Services: As defined in the contract
Support Services
Our expert technical team provides service according to defined support levels so that it can respond quickly to any issues that may arise.
Priority Level
Description
Initial Response Time
Critical
Service completely unavailable
15 Minutes
High
Severe performance degradation
1 Hour
Medium
Partial service impact
4 Hours
Low
Information requests and general support
1 Business Day
Security and Data Protection
All of our systems are protected in line with current security standards and best practices. Network security, access controls, regular security updates, and data backup processes are continuously monitored.
Our key security practices include:
- Firewall protection
- DDoS attack prevention systems
- SSL/TLS data encryption
- Regular security updates
- Automated and scheduled backup processes
- Authorization and access control mechanisms
Planned Maintenance
Planned maintenance may be carried out periodically to improve service quality and maintain system security. This work is performed during low-traffic hours whenever possible, and our customers are notified in advance.
Service Credit Policy
If committed availability levels are not met, our customers may request service credits under the terms of their contract. Service credits are evaluated based on the duration of the outage and the service level.
Continuous Improvement
To keep customer satisfaction at the highest level, our infrastructure, security systems, and operational processes are regularly reviewed and improved. Our goal is to deliver powerful, scalable, high-performance cloud solutions that enable businesses to run their digital operations with confidence.