Service Level Commitment
Última atualização: Not yet issued
Este documento é publicado em inglês. A versão em inglês é a que prevalece.
Availability target
No availability percentage is published yet. A published figure is a contractual promise, and we will not make one before a full quarter of measured uptime exists to support it. The target will be published here once it does.
Excluded from the calculation
Planned maintenance announced at least 48 hours ahead, failures caused by the customer’s own network or configuration, and events outside our reasonable control.
Support response targets
| Severity | Definition | First response |
|---|---|---|
| Critical | Platform unavailable for all users | 4 business hours |
| High | Core function unusable, no workaround | 1 business day |
| Normal | Function impaired, workaround exists | 2 business days |
| Low | Question, request, cosmetic issue | 3 business days |
Support hours
09:00–18:00 Türkiye time (UTC+3), Monday to Friday. Support is staffed in English and Turkish. The platform is available in eight languages; support is not, and we would rather say so than have that discovered on a first ticket.
Status page
A public status page is to be confirmed. Until one exists we notify affected customers by email.