Service Level Agreement (SLA)
Performance guarantees and support levels
SLA Overview
As BaseOpsCloud, we guarantee the highest service quality to our customers. Our SLA covers uptime guarantees, response times and support levels.
Important: SLA terms come into effect after the contract is signed.
Package-Based SLA
Starter
Uptime Guarantee
Growth
Uptime Guarantee
Enterprise
Uptime Guarantee
Uptime Calculation
Uptime is the percentage of time the service is accessible within the total monthly time.
7.2 hours downtime per month
3.6 hours downtime per month
43 minutes downtime per month
Response Times
| Priority Level | Description | Starter | Growth | Enterprise |
|---|---|---|---|---|
| Critical | System completely down | 2 hours | 1 hour | 30 minutes |
| High | Important functions affected | 4 hours | 2 hours | 1 hour |
| Medium | Partial issues, workaround available | 8 hours | 4 hours | 2 hours |
| Low | General questions, feature requests | 24 hours | 12 hours | 8 hours |
Maintenance Windows
Advance notice is provided for planned maintenance operations and customer approval is obtained.
- Maintenance Duration: Maximum 4 hours
- Notification Period: At least 48 hours in advance
- Maintenance Hours: Usually weekends 02:00-06:00
- Emergency Maintenance: 24 hours notice for critical security updates
Compensation Policy
In case of SLA violation, the following compensations apply:
Uptime Compensation
- 99.0% - 98.9%: 5% of monthly fee
- 98.9% - 98.0%: 10% of monthly fee
- 98.0% - 97.0%: 20% of monthly fee
- Below 97.0%: 50% of monthly fee
Response Time Compensation
- 2x SLA time: 5% of monthly fee
- 3x SLA time: 10% of monthly fee
- 4x SLA time: 20% of monthly fee
- 5x+ SLA time: 50% of monthly fee
Situations Excluded from SLA
The following situations are not included in SLA calculation:
- Changes made by the customer
- Third-party service provider issues (AWS, Azure, GCP)
- Internet connection issues
- Natural disasters and force majeure situations
- Planned maintenance approved by the customer
- Security breaches and DDoS attacks
- Hardware issues provided by the customer
SLA Violation Notification
In case of SLA violation, you can reach us through the following channels:
Email: info@baseopscloud.com
Phone: +90 505 459 2350
WhatsApp: +90 505 459 2350
Emergency: 24/7 support (Enterprise package)
Legal Notes
- This SLA comes into effect after the contract is signed
- SLA terms are valid for the duration of the contract
- Changes are notified 30 days in advance
- Compensations are deducted from the next invoice
- Maximum compensation cannot exceed 50% of monthly fee
- This SLA is subject to the laws of the Republic of Turkey
Last Updated: 11/16/2025