Scope and Definitions
This Service Level Agreement (the “SLA”) defines the availability and support targets for the services below provided by BNET Bulut Bilişim LTD. ŞTİ. (hereinafter referred to as “BurtiNET”). The SLA is to be read together with the Terms of Service and forms a supplementary part of that agreement.
Services in scope: Web hosting, Reseller hosting, Virtual servers (VPS/VDS), Dedicated servers and other hosting services provided on BurtiNET infrastructure. Domain name registration, SSL certificates and third-party services are assessed on a limited basis under the SLA or may be excluded from its scope; the availability of these services depends on the relevant providers (ICANN, certificate authorities, etc.).
E-mail service: As stated in the Terms of Service, BurtiNET does not give a 100% guarantee for e-mail server availability or delivery. E-mail outages are not included in the SLA availability calculation or may be limited to separate targets.
Availability (Uptime) Target
BurtiNET commits to a monthly network and server availability target of 99.9% for the services in scope. Availability is calculated as the ratio of the “available” time, as determined by BurtiNET’s own monitoring systems or accepted third-party measurement tools, to the total time in the relevant month.
Downtime means the periods during which the customer cannot access the service (web, FTP, panel, etc.) and the outage is verified to have originated on BurtiNET’s side. Outages shorter than 15 minutes may not be included in the calculation. Measurement is carried out according to the reference points and measurement frequency chosen by BurtiNET.
If the target is not met, the customer may, upon request and subject to BurtiNET’s approval, claim a partial credit in the next billing period for the same service (for example, a discount or term extension calculated in proportion to the downtime). The credit may not exceed the fee paid for the relevant service in that period and applies only to outages that fall within the scope of the SLA and are not excluded. The application of credits is subject to BurtiNET’s final decision.
Support Response Times
When technical support and customer service requests are submitted via the Customer Panel or the registered e-mail address, the following first response times are targeted. These times are not guaranteed; they may vary depending on workload and the nature of the request.
| Priority / Request type | Target first response time |
|---|---|
| Critical (service completely unavailable) | Within 4 hours at the latest (during business hours) |
| High (significant loss of functionality) | Within 8 hours at the latest (during business hours) |
| Medium / Low (general question, configuration) | Within 24 hours at the latest (business day) |
“Business hours” are limited to the working hours announced by BurtiNET; response times may be longer at weekends and on public holidays. The time required to resolve an issue depends on the type of problem and the customer’s cooperation; the SLA defines only the first response target.
Planned Maintenance and Notification
BurtiNET may use planned maintenance windows for server, network or software updates. Planned maintenance is carried out during low-traffic hours wherever possible and is notified to customers at least 48 hours in advance by e-mail or a panel announcement. For urgent security or stability updates, the notice period may be shortened or notice may be given afterwards.
Downtime occurring during planned maintenance is not included in the SLA availability calculation. The duration is kept as short as possible; long maintenance windows are announced in advance.
Exclusions
Outages or delays occurring in the following circumstances are not included in the SLA targets, and no service credit applies:
- Planned maintenance: Maintenance windows announced in advance.
- Customer-caused: Customer software, configuration errors, excessive resource usage caused by scripts/sites, and accounts suspended due to a breach of the agreement or the Acceptable Use Policy.
- Third parties / external networks: Outages caused by internet service providers, DNS providers, CDNs, certificate authorities or infrastructure outside BurtiNET’s control.
- Force majeure: Natural disasters, war, terrorism, pandemics, cyber attacks (DDoS, etc.), power outages, outages caused by the data center provider, and legal requirements.
- Payment / agreement: Suspension or termination of the service due to unpaid invoices or a breach of the agreement.
- E-mail: Outages relating to e-mail servers, mail delivery or e-mail (the Terms of Service state that no guarantee is given for e-mail).
BurtiNET makes efforts to resolve excluded situations as quickly as possible; however, no SLA obligation or right to credit arises in these cases.
Limitation of Liability and Contact
The SLA does not extend BurtiNET’s legal liability. The limitations of liability set out in the Terms of Service (exclusion of data loss, indirect damages, punitive damages, etc.) continue to apply in full. The maximum compensation that may be granted under the SLA is limited to the service fee paid for the relevant period; no cash compensation is promised other than credits or discounts.
The SLA text may be updated by BurtiNET; the current text takes effect from the date it is published on the site. Where different provisions have been agreed in writing in special agreements (corporate SLAs, etc.), those provisions take precedence.
For SLA and service level requests, you can contact us at info@burtinet.com or via the Customer Panel. For detailed rights and obligations, please review the Terms of Service.
