EG678 Cloud Service Level Policy (SLA)

This Service Level Policy (“SLA”) explains the operational service principles for server services provided by Emre Göktepe under the EG678 Cloud brand.

Unless otherwise specified in the quotation or special service conditions, this policy applies to virtual and physical server services provided by EG678 Cloud.

EG678 Cloud implements reasonable technical and operational measures to ensure the secure and continuous operation of its server and network infrastructure.

Unless a separate uptime guarantee is provided for a specific service in a quotation or another written document, this policy does not constitute a commitment to any specific uptime percentage.

Standard technical support is provided during the following hours:

Weekdays, 09:00–18:00

Support channels:

• Email: [email protected]
• Telephone: +90 552 890 85 67
• WhatsApp: +90 552 890 85 67

Standard technical support covers technical requests relating to infrastructure and services provided by EG678 Cloud.

Reports concerning critical infrastructure incidents are accepted 24 hours a day, 7 days a week.

The following situations are considered critical incidents:

• the server being completely inaccessible,
• an interruption originating from EG678 Cloud's infrastructure that seriously affects the service,
• an active and critical security incident.

Routine application issues affecting ERP software, accounting software, websites, databases or other third-party applications used by the Customer are not considered critical infrastructure incidents.

Unless separately agreed, 24/7 critical incident support does not mean that 24/7 administration or user support is provided for all of the Customer's applications.

EG678 Cloud may perform planned maintenance to maintain the security, performance and continuity of its infrastructure.

For planned maintenance that may affect the service, the Customer is informed in advance to the extent possible.

Prior notice may not be possible for critical security updates or emergency infrastructure interventions.

When reporting a fault, the Customer should, to the extent possible, provide:

• the IP address of the relevant server,
• a description of the problem,
• the time the problem started,
• any error message or screenshot, if available.

This information helps the technical problem to be assessed more quickly.

Technical incidents may be classified as follows:

Critical: The server is completely inaccessible, there is a serious infrastructure outage or there is an active critical security incident.

High: A significant part of the service is not functioning, but the server remains accessible.

Normal: General technical support, configuration, user or other standard requests.

Unless a separate written response time commitment has been provided, this classification does not constitute a guarantee of a specific response or resolution time.

Where a separate uptime commitment is provided, the following situations may be excluded from downtime calculations unless otherwise specified in the relevant special SLA conditions:

• planned maintenance,
• configuration errors attributable to the Customer,
• operating system or software changes made by the Customer,
• operations performed at the Customer's request,
• third-party application issues,
• DDoS or other external attacks,
• widespread telecommunications or energy problems,
• force majeure events,
• suspension of the service due to payment default or policy violations.

Backups are not included in the standard server service.

Backups are a service that must be purchased separately.

Where a backup service is purchased, its frequency, retention period, scope and any restoration conditions are specified in the quotation or service description provided to the Customer.

Standard infrastructure support primarily concerns:

• server accessibility,
• EG678 Cloud's virtualisation infrastructure,
• network configuration provided by EG678 Cloud,
• technical installation of licences supplied by EG678 Cloud,
• infrastructure components under EG678 Cloud's control.

Unless separately agreed, application-level support for the Customer's ERP software, accounting software, custom applications, websites, databases or other third-party applications is not included in the standard server service.

In the event of a security incident threatening EG678 Cloud's infrastructure or other customers, the relevant server's network access may be temporarily restricted.

Where urgent intervention is required, the Customer is informed as soon as possible.

This policy may be updated to reflect service infrastructure and operational requirements.

Existing Customers will be notified of material changes through registered communication channels.

The current version is published on the EG678 Cloud website.

EG678 Cloud Service Provider: Emre Göktepe Tax Office: Karaelmas Tax Number: 4060333560 Address: Güney Mahallesi Kemal Yıldırım Sk. B Blok Kapı No: 2/1 Daire No: 14, Kilimli/Zonguldak Email: [email protected] Telephone / WhatsApp: +90 552 890 85 67