Service-level Agreement (SLA) is the service level set forth in Dorabase providing service for customers. The service levels are described as specified times in equivalence of terms and conditions of SLA.
Service Accessibility Warranty
System Operation Centre Continuity Rate (99,9%) = (Total Duration of Monthly Service – Total Duration of Monthly Outage) / Total Duration of Monthly Service)
The customer services are available 24x7. Total Duration of Monthly Services is 720 hours. The service continuity rate is warranted by Dorabase as described above. In other words, Total Duration of Monthly Service shall not be engaged over 43 minutes.
When Dorabase systems are out of service, the daily average response time is delivered in 2 hours and assumes constant solution in 24 hours.
Service Level Credit
If Dorabase does not meet the SLA level committed, a Service Level Credit of 25% of MRC invoice amount will be deducted on the next month.
No credits will be made if failure to meet one or more of the above service levels is attributable to:
--- Scheduled Dorabase network maintenance for which Customer is notified a reasonable period of time in advance.
--- Scheduled Dorabase infrastructure maintenance for which Customer is notified a reasonable period of time in advance (uninterruptible power supply, infrastructure maintenance).
--- Failure of Customer’s applications, equipment (including Customer’s origin servers) or facilities.
--- Wrongful acts or omissions of Customer, or user of the Service authorized by Customer.
--- Reasons of force majeure including, without limitation, an act of God, fire, flood, explosion, war, strike, and embargo, government regulation by Turk Telekom infrastructure, civil or military authority, acts or omissions of carriers, transmitters, providers, vandals, or hackers.