Service Level Agreement (SLA)
Applies to the V-Randevu platform and business panel
1. Definitions
*Service* (the V-Randevu platform + panel)
2. Uptime Commitment
| Package | Monthly uptime target |
|---|---|
| All paid packages | **99.0% |
3. Planned Maintenance
E-mail notice at least 48 hours in advance; maintenance carried out during low-traffic hours (e.g. 02:00–06:00) is not counted as downtime.
4. Out of Scope (Not Counted as Downtime)
Force majeure (disaster/war/official action) · customer network/DNS · third-party outages (Meta/WhatsApp · PayTR/iyzico) · AUP breach/abuse · beta/preview features · announced maintenance.
5. Service Credits
| Monthly uptime | Credit (of the monthly fee) |
|---|---|
| Below target, >99.0% | 10% |
| 95.0–99.0% | 25% |
| <95.0% | 50% |
The credit is at most 50% of the monthly fee; it is offset only against the next invoice (not a cash refund); the account must be in good standing and the downtime documented.
6. Support Response Times
| Severity | Definition | Response |
|---|---|---|
| Critical | Service completely unreachable / data loss | 1 hour |
| High | Main feature broken, workaround available | 4 hours |
| Normal | General question / minor issue | 1 business day |
Coverage: 09:00–18:00 (Mon–Fri); on Premium, Critical = 24/7. Channel tiers: Starter e-mail · Professional priority · Premium phone.
7. Monitoring
External monitoring is carried out at 1-minute intervals, from multiple points; in a dispute the monitoring data is taken as the basis.
8. Credit Request
Within 30 days of the incident, an application is made to destek@ / kvkk@vestoralabs.com with the account ID and the downtime window → verification → offset against the next invoice.
9. SLA Changes
Notified 30 days in advance; continued use is deemed acceptance.