SERVICE LEVEL AGREEMENT (SLA)
This Service Level Agreement ("SLA") is an integral part of the Service and Cloud-Based Platform Usage Agreement ("Main Agreement") entered into between UR Work Yazilim ve Ticaret Ltd. Sti. ("Service Provider") and the User. This SLA sets forth commercially reasonable effort principles regarding the provision of the service regulated in the Main Agreement; it does not create a guarantee, result commitment or additional liability.
1. SCOPE OF SLA
- •Platform accessibility
- •Support services
- •Maintenance and updates
- •Defines general service levels regarding fault and outage management
This SLA is a commercially reasonable effort commitment, not a result commitment. It does not extend the liability limitations stipulated in the Main Agreement.
2. PLATFORM ACCESSIBILITY
The Service Provider aims to make the Platform accessible at the highest possible level within commercially reasonable continuity targets on a monthly basis. The following cases are not included in accessibility calculations:
- •Planned maintenance and updates
- •Emergency and unexpected interventions
- •Force majeure
- •Outages arising from internet infrastructure, data center, cloud service providers or third-party services
- •User-originated access issues
Temporary inaccessibility of the Platform cannot be considered as defect or breach of contract.
3. MAINTENANCE AND UPDATE WORK
Planned maintenance work is notified to the User at least 24 hours in advance as far as possible. In urgent and mandatory cases regarding system security, data integrity, performance or regulatory compliance, the Service Provider may perform maintenance or intervention without prior notice. No compensation can be claimed from the Service Provider for outages, slowdowns or access issues that may occur in this context.
4. SUPPORT SERVICES
Support services are provided through:
- •Email and/or
- •Support requests created via the Platform
Support services: • Are limited to the current and standard version of the Platform • Do not include new feature development, custom adaptation, integration or user-specific requests The Service Provider cannot and does not commit to a specific response time, resolution time considering technical requirements, or uninterrupted support. Support requests are evaluated within commercially reasonable timeframes.
5. PRIORITY LEVELS
Support requests may be classified as follows:
- •Critical: Situations that completely prevent general use of the Platform
- •High: Situations that seriously affect core functions
- •Medium: Situations that partially affect Platform usage
- •Low: Information and user requests
This classification is for informational purposes and does not imply a time commitment.
6. SERVICE LEVEL BREACH AND REMEDY
If service levels fall below targeted levels, the User's sole right of claim is limited to the liability limits stipulated in the Main Agreement. The Service Provider is not obligated to pay:
- •Service fee refund
- •Penalty
- •Compensation
7. THIRD-PARTY SERVICES
The Service Provider is not responsible for outages arising from third-party infrastructure, cloud, integration and services used in the operation of the Platform. Service levels for these services are subject to the respective third-party providers' own SLAs.
8. MODIFICATION OF SLA
The Service Provider may make changes to SLA provisions in line with technological developments or operational requirements. The current SLA text is announced via the Platform and becomes effective from the date of announcement.
9. ORDER OF PRIORITY
In case of conflict between this SLA and the Main Agreement provisions, the Main Agreement provisions shall prevail.
ANNEX-1 APPROVAL
This SLA has been accepted by the parties as an integral part of the Main Agreement.
Last Updated: December 31, 2024