Last Updated: January 01, 2025
This Service Level Agreement (“SLA”) defines the service availability commitments provided by Netcen Teknoloji Limited Şirketi (“Netcen”, “we”, “us”, or “our”) to customers using Netcen infrastructure and hosting services.
This SLA forms part of the service agreement between Netcen and the customer.
- SERVICE SCOPE
This SLA applies to the following services provided by Netcen:
- Data center infrastructure services
- Server colocation services
- Dedicated server rental
- Virtual private servers (VPS / VDS)
- Shared web hosting services
- Network connectivity services
- SERVICE AVAILABILITY
Netcen targets a monthly network uptime of 99.9% for infrastructure and network connectivity services.
Network uptime is defined as the ability for customer servers to send and receive data through the Netcen network infrastructure.
- UPTIME CALCULATION
Monthly uptime percentage is calculated as:
Uptime % = (Total Minutes in Month – Network Downtime) / Total Minutes in Month × 100
Scheduled maintenance periods are not included in downtime calculations.
- SCHEDULED MAINTENANCE
Netcen may perform scheduled maintenance activities necessary for:
- infrastructure upgrades
- security updates
- network improvements
- system maintenance
Customers will be notified in advance when possible.
Scheduled maintenance periods do not count as service downtime.
- UNSCHEDULED DOWNTIME
Unscheduled downtime refers to unexpected service interruptions caused by issues within Netcen infrastructure.
Examples may include:
- network failures
- hardware failures
- infrastructure incidents
Netcen will make reasonable efforts to restore services as quickly as possible.
- SLA SERVICE CREDITS
If the monthly uptime falls below the guaranteed availability level, customers may be eligible for service credits according to the following table:
|
Monthly Uptime |
Service Credit |
|
99.9% – 99.0% |
10% |
|
98.9% – 95.0% |
25% |
|
Below 95% |
50% |
Service credits apply only to the monthly service fee for the affected service.
- SLA EXCLUSIONS
This SLA does not apply to downtime caused by:
- customer configuration errors
- customer software issues
- customer-managed applications
- distributed denial of service (DDoS) attacks outside Netcen mitigation capabilities
- force majeure events
- scheduled maintenance
- upstream provider failures outside Netcen control
- CUSTOMER RESPONSIBILITIES
Customers are responsible for:
- securing their own operating systems and applications
- maintaining data backups
- monitoring their systems and services
Netcen is not responsible for issues caused by software or configurations controlled by the customer.
- REPORTING INCIDENTS
Customers experiencing service issues should report incidents through the appropriate support channels.
Support requests should include:
- service identifier
- description of the issue
- relevant timestamps
This information helps Netcen investigate and resolve incidents more efficiently.
- SERVICE CREDIT REQUEST
Customers must submit a request for SLA service credits within 7 days after the end of the affected month.
Requests should include:
- service identifier
- incident description
- supporting evidence if available
Netcen will review the request and determine eligibility for service credits.
- LIMITATION OF SLA
Service credits are the sole compensation for downtime under this SLA.
Service credits cannot exceed the monthly service fee paid for the affected service.
- MODIFICATIONS
Netcen reserves the right to modify this SLA as services evolve.
Updated versions will be published on the Netcen website.
- CONTACT
Netcen Teknoloji Limited Şirketi
Ömerli, Güzin Sk. No:29
Çekmeköy, İstanbul 34794
Türkiye
Email: info@netcen.com