Service Level Agreement (SLA)
Last updated: 12.09.2026
Applies to: www.datafex.com.tr
This Service Level Agreement (“SLA”) sets out the availability target, support response times, measurement methodology and service credit terms for the server and hosting services provided by Datafex Bilişim Teknolojileri Ticaret Limited Şirketi.
This SLA forms an integral part of the Datafex Terms of Service and Distance Sales Agreement. Terms not defined here have the meaning given in the Terms of Service.
1. Scope
This SLA applies to:
- Virtual servers (VPS / VDS)
- Dedicated servers and co-location
- Game server hosting
- Web hosting
- TeamSpeak hosting
- FexWall DDoS protection
This SLA does not apply to:
- Free, trial, demo or promotional services
- The customer's own operating system, application, control panel, software or configuration
- Third-party licenses and external services (domain registrars, payment institutions, external APIs)
- Services suspended or terminated for non-payment
2. Definitions
Availability: The ratio of time during a calendar month in which the service is reachable over the network to the total time in that month.
Downtime: A period in which the service is unreachable due to a cause originating in Datafex infrastructure. Downtime is measured from the monitoring system's first failed check until the service is verified as restored.
Excluded time: Time arising from the causes listed in Section 7, which is not counted towards availability.
Affected service: The individual service item impacted by an outage. Service credits are calculated on the affected service only, not on the customer's entire account.
3. Availability Commitment
Datafex targets a monthly network and infrastructure availability of 99.95% for services in scope.
What 99.95% means in practice:
| Period | Allowed downtime |
|---|---|
| Month (30 days) | 21 minutes 36 seconds |
| Week | 5 minutes 2 seconds |
| Day | 43 seconds |
Availability is calculated per service and per calendar month. For services provisioned mid-month, calculation starts at the moment of delivery.
4. Measurement Methodology
Availability is calculated from records produced by Datafex's independent monitoring infrastructure:
- Checks are performed from outside the network hosting the service.
- The check interval is 60 seconds; an outage is only counted once confirmed by multiple consecutive failed checks.
- Network availability is measured from the data center edge and across multiple upstream carriers.
- Outage records are published at status.datafex.net and on the datafex.com.tr/durum status page.
In the event of a dispute, Datafex's monitoring records prevail. The customer may submit their own monitoring records; these will be considered but are not determinative on their own.
5. Support Response Times
Support requests are received through the ticket system in the customer panel. The times below are first response targets, not resolution times.
| Priority | Scope | Target first response | Hours |
|---|---|---|---|
| Critical (P1) | Service completely unreachable, network outage, attack in progress | 5 minutes on average | 24/7 |
| High (P2) | Service running but severely degraded or partially unreachable | 30 minutes | 24/7 |
| Normal (P3) | A single function, panel or configuration issue | 4 hours | 09:00 – 23:00 |
| Low (P4) | Information request, pre-sales question, setup request | 1 business day | Business hours |
The 5-minute figure for critical priority is a monthly average first response time, not a guaranteed upper bound for any individual request.
Priority classification is determined by Datafex. The priority reported by the customer may be adjusted following technical assessment.
6. Planned Maintenance
Planned maintenance is not counted towards availability.
- Planned maintenance is announced at least 48 hours in advance by email and on the status page.
- Maintenance is performed between 00:00 and 06:00 local time wherever possible.
- Emergency maintenance may be carried out without prior notice in the case of security patching, an ongoing attack, hardware failure or a threat to network integrity. Emergency maintenance is likewise excluded from availability but is recorded on the status page.
7. Exclusions
Time arising from the following causes is not treated as downtime and is not counted towards availability:
- Planned or emergency maintenance (Section 6)
- Issues caused by the customer's operating system, application, control panel, firewall rule or configuration
- The customer consuming service resources (CPU, RAM, disk, network) beyond the committed limits
- Reinstallation, upgrade, migration or restart performed at the customer's request
- Suspension for non-payment
- Suspension for breach of the Terms of Service
- Issues originating in the customer's own software, licenses or third-party services
- Volumetric DDoS attacks exceeding the purchased protection capacity
- Faults that cannot be verified or remediated because the customer is unreachable
- Force majeure (natural disaster, fire, war, terrorism, strike, order of a public authority, nationwide backbone or power outage)
8. Service Credits
If monthly availability falls below 99.95%, service credits are applied on the affected service's monthly fee for that month, at the customer's request, as follows:
| Monthly availability | Service credit |
|---|---|
| 99.90% – 99.95% | 10% of the monthly fee |
| 99.50% – 99.90% | 25% of the monthly fee |
| 99.00% – 99.50% | 50% of the monthly fee |
| Below 99.00% | 100% of the monthly fee |
Service credit terms:
- Service credits are added to the customer's Datafex account as balance and offset against future service fees.
- Service credits are not paid in cash and are not transferable to third parties.
- Total service credits in a calendar month cannot exceed the affected service's fee for that month.
- Service credits are the sole and exclusive remedy for downtime. Loss of revenue, loss of data, business interruption or indirect damages arising from an outage are not compensated under this SLA.
9. Claiming a Service Credit
Service credits are not applied automatically; the customer must request them.
- The claim must be submitted through the ticket system in the customer panel within 30 days of the end of the outage.
- The claim must state the affected service, the start and end time of the outage and, if available, the customer's own monitoring records.
- Datafex will assess the claim within 10 business days and report the outcome on the ticket.
- No service credit accrues for outages not reported within the 30-day window.
For accounts with an overdue invoice at the time of the claim, the service credit is applied once the outstanding balance is settled.
10. Backups
Server backups are taken daily. Backups are an additional service provided to support service continuity; this SLA gives no commitment as to the existence, integrity or restore time of any backup.
Maintaining an additional copy of critical data outside Datafex infrastructure is the customer's responsibility.
11. DDoS Protection
Servers operate behind the FexWall DDoS protection infrastructure. Protection applies within the purchased capacity limits.
For volumetric attacks exceeding that capacity, traffic to the targeted IP address may be temporarily blackholed in order to protect the wider network. This period is not treated as downtime (Section 7).
12. Changes to this SLA
Datafex may update this SLA. Material changes that are adverse to the customer are announced at least 30 days in advance by email and on the website. Continued use of the service after such an announcement constitutes acceptance of the updated SLA.
13. Contact
Legal name: Datafex Bilişim Teknolojileri Ticaret Limited Şirketi
Tax ID: 2711858488
MERSIS no: 0271185848800001
Address: Esenkent Mah. Malazgirt Cad. No: 117 İç Kapı No: 2 Maltepe / Istanbul, Türkiye
Phone: +90 (850) 840 1230
Email: [email protected]
Status page: datafex.com.tr/durum