Product Service Level Agreements (SLAs)

The applicable service agreement, order and service-level addendum define availability commitments, exclusions and remedies for your service. Review the current legal terms (Turkish) and ask support for the service-specific terms if they were not included with your order.

Instances

Service Commitment

Confirm the commitment for the Instance plan and location in your agreement. A general documentation page or a successful server test does not establish a measured monthly uptime guarantee.

Service Credits

Eligibility, exclusions and the credit calculation follow the applicable agreement. Submit the affected service and outage details for review; do not calculate an entitlement from an assumed hourly billing rate.

Block Storage

Service Commitment

Confirm whether the storage product you ordered has a separate service-level addendum. The Instance's terms do not automatically establish the same commitment for every storage product.

Service Credits

Use the storage agreement's process and calculation, if applicable, when requesting a credit.

Security

For security or compliance documentation, contact support with the service and requirements you need to evaluate.

Credit Request and Payment Procedures

Open a support request with the service reference, affected time range and time zone, symptoms and relevant monitoring evidence. Review the submission deadline in your agreement and retain the ticket reference. Approval, amount and processing time depend on that agreement and the investigation.

Definitions

Use the definitions of availability, unavailability, measurement interval and service credit in the applicable addendum. Do not assume a universal five-minute window or a fixed claim deadline across products.