Service Level Agreement (SLA)

Uptime commitments, support response targets, and credit mechanism for all Teknik Danışman plans.

Last updated: 2026-09-04

Live status: Real-time uptime and incident history are available at status.php. Historical incidents are documented at incidents.php.

1. Scope

This SLA applies to the Teknik Danışman platform hosted at teknikdanisman.net. It covers the web application, API endpoints, and the database layer. It does not apply to third-party integrations (PayTR, Groq, Microsoft 365/Google OAuth) or to features explicitly labelled "beta" or "coming soon".

2. Uptime Commitment

Plan	Monthly Uptime Target	Max Downtime / Month
Free	99.0 %	~7.3 hours
Starter	99.5 %	~3.6 hours
Professional	99.5 %	~3.6 hours
Business	99.9 %	~43 minutes
Enterprise	99.9 % (custom SLA available)	~43 minutes

"Uptime" means the platform is reachable and able to serve authenticated requests. Partial degradation (e.g., a single non-critical module unavailable) that does not affect core functionality does not count as downtime.

3. Scheduled Maintenance

Planned maintenance windows are excluded from uptime calculations. We will:

Announce maintenance at least 48 hours in advance via in-panel banner and/or email (Starter and above).
Schedule maintenance between 02:00–05:00 UTC+3 (Turkish time) on weekdays where possible.
Limit scheduled maintenance to no more than 4 hours per calendar month.
Emergency maintenance (security patches, critical bug fixes) may proceed without advance notice but will be communicated within 1 hour of start.

4. Support Response Targets

Plan	Channel	First Response	Hours
Free	Public docs / community	Best effort	—
Starter	E-mail (destek@teknikdanisman.net)	48 hours	Weekdays
Professional	E-mail	24 hours	Weekdays
Business	Priority WhatsApp + e-mail	4 hours	Weekdays 09:00–18:00 UTC+3
Enterprise	Dedicated channel (agreed at onboarding)	As per custom SLA	As agreed

Response time is measured from when a ticket or message is received during business hours. Requests received outside business hours count from the start of the next business day.

5. Exclusions

The following are not counted as downtime and do not qualify for service credits:

Scheduled maintenance as described in Section 3.
Outages caused by your actions, configurations, or third-party software you have integrated.
Failures of third-party services outside our control (PayTR, Groq, Microsoft 365, Cloudflare DNS).
Force majeure events (DDoS attacks of exceptional scale, natural disasters, government-mandated shutdowns).
Downtime on Free plan accounts.
Features labelled "beta" or "coming soon".

6. Credit Mechanism

If we fail to meet the uptime target in a given calendar month, you may request a service credit:

Actual Monthly Uptime	Credit (% of that month's fee)
99.0 % – target threshold	10 %
95.0 % – 98.99 %	25 %
Below 95.0 %	50 %

Credits are applied to your next invoice. They are not redeemable for cash.
Maximum credit in any month is 50% of that month's fee.
Credits are the sole remedy for SLA breaches; they do not confer a right to terminate for convenience.
Uptime is measured by our internal monitoring. You may refer to data from a mutually agreed third-party monitor in disputes.

7. How to Claim a Credit

Open a support ticket at destek@teknikdanisman.net with subject [SLA Credit Request] within 14 calendar days of the end of the affected month.
Include: the affected date/time range, a brief description of the impact, and your account email.
We will review and respond within 5 business days. Approved credits appear on the following invoice.

8. Amendments

We may update this SLA with 30 days' advance notice. Enterprise customers with a signed custom SLA are not affected by unilateral changes to this document during the term of their agreement.

9. Contact

Status and incidents: status.php · SLA queries: legal@teknikdanisman.net