SLA - Service Level Agreement
This English translation is provided for information purposes only. In case of any discrepancy, the Turkish version shall prevail.
1. Purpose and Scope
This Service Level Commitment ("SLA") sets out the uptime, network continuity, technical support response times, maintenance procedures and the credit/refund mechanisms that apply in the event of service interruptions for the hosting (web hosting) and server services provided by Limitsiz Bulut Bilişim Teknolojileri (the "Company"). This document forms an integral part of the General Terms of Use concluded with the User.
2. Service Availability and Uptime Commitment
The Company commits to the following rates for the uninterrupted operation of its server and network infrastructure throughout the relevant billing/service period:
- Web Hosting & Reseller Packages: 99.5% monthly uptime
- Cloud / Virtual Server (VDS / VPS): 99.8% monthly uptime
- Physical Server (Dedicated Server) Network Availability: 99.9% monthly uptime
Uptime Rate (%) = [(Total Monthly Minutes - Unplanned Downtime) / Total Monthly Minutes] × 100
(A month is taken as 30 days / 43,200 minutes.)
3. Service Credit and Compensation Table
If the committed uptime falls below the agreed level on a monthly basis, the Company will issue the customer a Service Credit, to be used against the next renewal invoice instead of a cash refund:
| Monthly Uptime Rate | Service Credit to Be Issued |
|---|---|
| 99.00% – 99.49% | 5% of the relevant monthly service fee |
| 98.00% – 98.99% | 10% of the relevant monthly service fee |
| 95.00% – 97.99% | 25% of the relevant monthly service fee |
| Below 95.00% | 50% of the relevant monthly service fee |
ℹ️ The total amount of service credit that may be claimed in a billing period may not exceed the net invoice for 1 (one) month of the relevant service.
4. Planned Maintenance and Emergency Procedures
Planned Maintenance:
- Infrastructure improvements, hardware renewals and critical software updates are planned in advance.
- Planned maintenance is carried out during the night hours when customer traffic is lowest (01:00 – 06:00 TRT).
- Planned outages are announced at least 48 hours in advance by e-mail or via a customer panel announcement.
- Planned maintenance periods are not included in the SLA downtime calculation.
Emergency Maintenance:
In the event of critical zero-day security vulnerabilities (zero-day exploits), active hardware failures or situations that directly threaten data security, emergency intervention may be carried out without prior notice. In such cases, customers are informed simultaneously or immediately afterwards.
5. Technical Support Levels and Response Times (Ticket / Support Request)
Target response and resolution times applicable to support tickets opened via the customer panel:
| Severity | Definition / Scope | First Response Time (Target) |
|---|---|---|
| Critical (Level 1) | Server completely unreachable, general data center network failure, all services down | < 30 Minutes (24/7) |
| High (Level 2) | Web server running but services degraded (e.g. e-mail service down, database slowness) | < 2 Hours |
| Normal (Level 3) | General technical questions, DNS updates, restore-from-backup requests | < 6 Hours |
| Low (Level 4) | Information requests, quotes, billing and general configuration consultancy | < 12 Hours (Business hours) |
6. Hardware Replacement Commitment (For Dedicated / Physical Servers)
For physical server (Dedicated) customers, in the event of hardware failure:
- Following diagnosis of the failure by our technical staff, the faulty hardware (RAM, disk, power supply, etc.) is replaced free of charge with an identical or higher-spec equivalent within 6 (six) hours at the latest.
- The hardware replacement time does not include the resynchronization (rebuild) time of the disk RAID configuration.
7. Exclusions
Outages or disruptions occurring in the following cases are excluded from the SLA commitment and the downtime calculation:
- Force Majeure: Earthquake, fire, flood, war, mobilization, strikes, government or BTK (Information and Communication Technologies Authority) restrictions, and failures originating from the national internet backbone (Türk Telekom, etc.).
- User Errors and Software Issues: The customer's own software, script/code errors, CMS plugin conflicts, database optimization issues; misconfiguration within the server or execution of incorrect commands.
- Unmanaged Server Scope: Management of the operating system and software layer of VDS/Dedicated servers rented by the customer is the responsibility of the customer. Software-related outages other than hardware and network are not covered by the SLA.
- Cyber Attacks: Security isolation measures and international bandwidth restrictions applied during high-volume DDoS/DoS attacks against the customer's server that exceed network/line capacity.
- Rule Violations and Termination: Services suspended due to breach of the General Terms of Use or overdue invoice debts.
- DNS Propagation Processes: Access delays caused by local ISPs' cache refresh times during domain name redirections.
8. Service Credit Claim Procedure
- A User requesting compensation for an outage must submit a notification via [email protected] or the Customer Panel Ticket System within 5 (five) business days at the latest following the calendar month in which the outage occurred.
- The application must state the affected domain name/IP address, the start and end time of the outage and, if available, external monitoring records (UptimeRobot, Pingdom, etc.).
- The Company reviews the technical logs and concludes the request within 7 business days. Any credit earned is reflected in the User's balance in the next billing period.