Service Level Agreement

1 - Parties

This Service Level Agreement ("Agreement") is concluded between Respanet Information Technologies Trade Limited Company ("Company"), located at Deliktaş Mahallesi 1989 SK NO: 54/A Denizli / Pamukkale with tax ID 6250895879, and the individual or legal entity ("Member") using the services ("Services") offered under the brand ("Respanet") on the ("Site"). This Agreement sets forth the terms and conditions of service usage.

By accepting this Service Level Agreement, the Parties commit to act in accordance with the terms specified below.

2 - Definitions

2.1 Agreement: This Service Agreement and its annexes, defining the parties’ rights and obligations.

2.2 Company: Respanet Information Technologies Trade Limited Company, located at Deliktaş Mahallesi 1989 SK NO: 54/A Denizli / Pamukkale with tax ID 6250895879.

2.3 Respanet: The brand name under which the Company provides Services.

2.4 Site: The website operated under the Respanet brand, known as https://respanet.com.tr.

2.5 Services: All services offered under the Respanet brand and on the Site.

2.6 Member: The individual or legal entity registered to benefit from the Services.

2.7 Support Request: Written request records logged when the Customer contacts Respanet regarding services. Support is provided based on the Customer’s request and responded to through the same platform.

2.8 Support Service Offerings: In addition to standard free SLA terms, these are purchasable support guarantees as detailed in Article 4.4, depending on the nature and extent of the service.

3 - General Provisions

Respanet has drafted this Agreement based on certain quality standards. It provides service level guarantees at the rates set below, and if these guarantees are not met, the Customer’s account shall be credited accordingly. The Customer accepts all terms, commitments, definitions, and exemptions in this Agreement.

Respanet shall not be responsible for service quality failures or delays arising from:

3.1 Scheduled system maintenance by Respanet.

3.2 Issues external to Respanet’s services, such as power, cooling, hardware failures, electrical faults, software bugs, or insufficient performance.

3.3 Misuse or negligence by the Customer or their authorized users.

3.4 Faults arising from hardware, software, or system configurations under the Customer’s responsibility.

3.5 FTP or email interruptions that do not affect Site access.

3.6 Interruptions, deficiencies, or delays in third‑party services:

• Access lines or devices not provided by Respanet.
• Alterations, repairs, maintenance, or reconfiguration requested by the Customer or Respanet.

3.7 Interruptions due to technology changes or security vulnerabilities in programming languages used.

3.8 Programs, applications, or services running on the Customer’s service.

3.9 Force Majeure: Events beyond the parties' control that prevent or delay performance, including:

• Earthquake, fire, flood, natural disasters, etc.
• War, civil war, terrorism, etc.
• Government actions, legal changes, or administrative measures.
• Strikes, lockouts, work stoppages, supply issues.
• Electronic or hardware failures.
• Periodic maintenance or improvement works.
• Telecommunication failures, cyberattacks, network congestion, or other faults.

A force majeure event shall not constitute a breach of contract, and if it persists for more than one month, either party may terminate the Agreement.

3.10 If the Customer opts for an alternative service during downtime (e.g. a different backup point), they will bear the related costs and SLA commitments will not apply.

4 - Service Scope

4.1 Website & Email Hosting Services

4.1.1 Respanet provides shared hosting services and guarantees accessibility and operability of the hosting servers.

4.1.2 Availability targets for shared hosting are specified in the table below, based on network infrastructure measurements.

To be updated

4.1.3 If availability falls below targets, the Customer is entitled to service credits per the applicable table. The process and conditions are detailed in Article 6.

4.2 Server Hosting Services

4.2.1 Respanet guarantees 99.982% monthly uptime for server hosting and provides hardware replacement within 12 hours for physical server failures.

4.2.2 Availability targets are specified in the table below.

To be updated

4.2.3 If availability falls below targets, the Customer is entitled to service credits per Article 6.

4.3 Data Center Services

4.3.1 Respanet’s Data Center ensures IP backbone accessibility. Services including “Server Hosting” fall under this SLA's scope.

4.3.2 Accessibility targets are provided in the table below.

To be updated

4.3.3 If targets are not met, service credits may apply as described in Article 6.

4.4 Technical Support Services

4.4.1 In addition to standard SLA, the Customer may purchase additional support and uptime guarantees. These apply after order confirmation.

4.4.2 Support requests must be submitted through the “Support Request” menu in the Customer area on the Site. Respanet will respond according to guaranteed times.

4.4.3 Delays due to force majeure or maintenance in accessing the support request area are excluded from the response time guarantee.

4.4.4 Respanet guarantees initial response time, not complete resolution. Issues will be addressed per terms and exemptions.

4.4.5 If support targets are not met, the Customer may receive service credits as specified in Article 6.

5 - SLA Continuity and Credit Process

5.1 Upon noticing a missed SLA target, the Customer must first check their network, ISP, and connections. If the issue affects only Respanet services, a credit request may be submitted via the Site.

5.2 Respanet will review requests submitted within two business days of the incident. The Customer is responsible for timely submission.

5.3 Respanet will initiate review within two business days of receiving a request and notify the Customer. Downtime and severity are calculated based on logs. The outcome and credit eligibility are communicated.

5.4 If confirmed, credit equal to the monthly service fee proportionally calculated is applied to the Customer’s next month’s account. For non-monthly plans, fees are prorated accordingly.

5.5 Credits can only be used against future Respanet invoices or services. No refunds will be issued.

5.6 Credits will not exceed the amount paid for the purchased service.

6 - Uptime & Outage Reports

Respanet provides monthly uptime reports upon Customer request. These are also accessible via the service management page.

7 - Terms, Scope, and Limitations of Support Services

7.1 The tables below detail technical support services offered by Respanet. Customers acknowledge understanding. Prices are converted to Turkish Lira at the Central Bank’s selling rate on the invoice date.

To be updated

7.2 Descriptions of services from the tables are as follows:

• Initial Setup & Configuration: After ordering, the purchased server setup (RAM, disk, OS, control panel, etc.) and delivery to the Customer.
• Reinstallation: Returning the server to initial state upon Customer’s request and backup upload.
• Power-On-Off-Restart: The Customer may perform power operations via the control panel. For physical servers without automation, technical support team assistance is needed.
• KVM Over IP / Virtual Media: BIOS-level access via KVM for physical servers; virtual servers have KVM/VNC via UI.
• ILO‑IPMI‑iDRAC etc.: Remote management modules provided for physical servers.
• Rescue Mode: Server to boot from OS ISO, with access provided to Customer.
• Password Reset: Reset of forgotten server password and delivery of new credentials.
• Attack Detection: Detection and mitigation of network attacks against the server.
• International Firewall Service: IP-based attack protection from foreign sources.
• Operating System Updates: OS updates performed periodically upon Customer’s request.
• Periodic Updates: Regular checks and updates of OS and control panel.
• Control Panel Support & Reinstallation: Support for cPanel, Plesk, DirectAdmin panel installation and reinstallation.
• Package Installation Support: Installation of third‑party software; Respanet is not responsible for issues arising from them.
• Server Monitoring: Periodic checks and notifications for server accessibility issues.
• Service Check, Optimization & Updates: Service inspection, performance optimization, and version updates upon request.
• System Resource & Log Monitoring: Analysis of resource usage and logs, with reporting to Customer.
• Email Issue Resolution: Troubleshooting of server email problems.
• Support Requests via Ticket, Email, Phone: Defined response timeframes for Customer requests.

8 - Notifications

The Customer shall submit all notifications under the SLA via a support request ticket.

9 - Final Provision

The stamp duty arising from this Agreement shall be borne by the Member. This Agreement comprises 9 main articles and sub-clauses and is acknowledged to have been read and understood by the Parties. It may be executed electronically or physically and both formats are equally valid. Respanet reserves the right to add, remove, or modify articles or sub‑clauses. The Member irrevocably declares acceptance of these changes, which become effective upon publication on Respanet’s website.