Service Level Agreement (SLA)
Last updated: January 1, 2026
This English translation is provided for convenience. In case of any discrepancy, the Turkish version shall prevail.
1. General information
This Service Level Agreement (SLA) sets out the performance guarantees and remedies applicable to the services provided by Olfe Veri Merkezi A.Ş. ("Olfe").
2. Uptime guarantee
Olfe provides a 99.99% monthly uptime guarantee for its server and network infrastructure.
Uptime calculation
Uptime (%) = [(Total Minutes - Downtime Minutes) / Total Minutes] × 100
99.99% uptime = a maximum of 4.32 minutes of downtime per month
3. Services covered
The SLA guarantee covers the following services:
- Server hardware availability
- Network connectivity (network uplink)
- Power infrastructure (electrical supply)
- Cooling systems
- Physical access to the data center
4. Exclusions
The following are excluded from the scope of the SLA:
- Planned maintenance (notified at least 48 hours in advance)
- Issues caused by the customer (software or configuration errors)
- Force majeure events (natural disasters, war, terrorism, etc.)
- DDoS attacks (where no DDoS protection service has been purchased)
- Misuse by the customer or unauthorized access
- Issues with third-party service providers
- Internet service provider (ISP) issues
5. Service credit policy
If the SLA guarantee is not met, the following service credit scheme applies:
99.99% - 99.9% uptime
Credit of 10% of the monthly service fee
99.9% - 99.0% uptime
Credit of 25% of the monthly service fee
99.0% - 95.0% uptime
Credit of 50% of the monthly service fee
Uptime below 95.0%
Credit of 100% of the monthly service fee
Note: Remedies are provided as a credit applied to the next billing period, not as a cash refund. Claims must be submitted within 30 days of the date of the incident.
6. Support response times
Target response times for technical support tickets:
Critical (P1): The service is completely unavailable
High (P2): The service is severely affected
Medium (P3): The service is partially affected
Low (P4): Information requests, minor issues
7. Network uptime
A 99.99% uptime guarantee is provided for the network infrastructure. This guarantee extends up to the data center egress point. Customer network equipment and internet service provider issues are excluded.
8. Power infrastructure
Our data center is equipped with dual-feed power supply and UPS and generator redundancy. In the event of a power outage, the system switches to backup power automatically.
9. Planned maintenance
Planned maintenance works:
- Are notified by email at least 48 hours in advance
- Are carried out during low-traffic hours wherever possible
- Are not counted under the SLA guarantee
- May not exceed a maximum of 4 hours of planned maintenance per month
10. Monitoring and reporting
Olfe monitors its infrastructure 24/7 and publishes monthly uptime reports on the customer portal. Customers can follow real-time system status through the online portal.
11. Claims process
To submit an SLA service credit claim:
- The claim must be submitted within 30 days of the date of the incident
- Notice must be given through the support portal or to destek@olfe.tr
- Olfe will assess the claim within 15 business days
- Approved claims are applied in the next billing period
12. Contact
For questions about the SLA and for service credit claims:
Support email: destek@olfe.tr
Emergency line: 0850 304 65 27
Address: Egemenlik Mah. 6147/1 Sk. No:6 Bornova / Izmir, Türkiye