Enterprise SLA

This document defines higher targets and premium support for customers with an Enterprise agreement with Kuzey Veri Merkezi Anonim Şirketi (KuzeyDC). Metrics may be customized in the signed contract.

Last updated: November 2026. Applies to enterprise services on https://www.kuzeydc.com and https://my.kuzeydc.com.

Reference monthly uptime targets:
1. High-availability / redundant setup: 99.99%
2. Single-tenant or reserved infrastructure: 99.95%
3. Standard enterprise package: Tier III facility target (99.982%) plus contractual add-ons

Uptime is measured via KuzeyDC monitoring and contract measurement points. Planned maintenance, customer-caused outages and force majeure are excluded.

Target response times:
1. Critical (P1): first response ≤ 15 minutes, resolve target ≤ 2 hours
2. High (P2): ≤ 30 minutes / ≤ 4 hours
3. Normal (P3): ≤ 4 hours
4. Low (P4): ≤ 1 business day

Enterprise customers may receive priority ticket queues, 24/7 NOC access and an account manager on request. Contact: info@kuzeydc.com or https://my.kuzeydc.com.

If monthly uptime falls below target (unless the contract states otherwise):
< 99.99% → 10% of monthly fee
< 99.9% → 25%
< 99.5% → 50%
< 99% → 100% for that month

Credit requests must be submitted in writing within 30 days. Credits are applied to future invoices, not cash refunds, and cannot exceed the month’s service fee.

Upon request we provide monthly uptime summaries, critical incident lists and maintenance calendars. Custom metrics and report formats can be defined in the contract.

Private racks, high-density power, BGP, custom backup or compliance needs may add SLA clauses at quoting. Values on this page are references; the signed Enterprise agreement prevails.

Contact: info@kuzeydc.com · +90 (850) 303 4 310