Scope
This agreement covers the availability of the customer panel, support response times and test delivery times.
It applies to every test sold per request.
A separate service level agreement may be drawn up where the scope is negotiated separately; where one is signed, it prevails over this page.
Definitions
"Monthly availability": the proportion of minutes in a calendar month during which the panel is usable.
"Outage": being unable to sign in to the panel, or core functions (scope selection, payment, viewing a report) not working.
"Business day": weekdays 09:00–18:00 (UTC+3), excluding public holidays.
"First response": the moment a person reads and replies to your request. An automated acknowledgement is not a first response.
Panel availability
We commit to 99.5% monthly availability.
Measurement is taken every five minutes by an independent external monitoring service. Measurement records are shared on request.
Test execution does not depend on the panel being up; a test continues through an outage and the findings appear once it ends.
Planned maintenance
Planned maintenance is excluded from the availability calculation.
We give at least 72 hours’ notice and, wherever possible, carry it out at weekends between 02:00 and 06:00 (UTC+3).
Where planned maintenance exceeds 4 hours in total in a month, the excess counts as an outage.
Support response times
Severity 1 — the panel is completely unreachable or a test has stopped: first response within 4 hours, around the clock.
Severity 2 — a core function is not working and there is no workaround: first response within 1 business day.
Severity 3 — a function is degraded or a workaround exists: first response within 2 business days.
Severity 4 — question, suggestion, information request: first response within 3 business days.
You state the severity; where we disagree we come back to you with our reasons in writing.
Delivery commitment
Comprehensive Test: 72 hours to the first report. Crowd Test: 72 hours to the first report.
Where you take the rush option on a Crowd Test, the time to the first report is 48 hours. Comprehensive Test and Crowd Test without the rush option remain at 72 hours.
The clock starts when access has been provided and the test can actually begin.
Delay in environment access, an environment that does not work, or a change of scope moves the delivery date by the same amount.
Time to first finding
Our target for the first verified finding to land in the panel after a test starts is 24 hours.
That is a target, not a commitment: a genuinely solid product may produce nothing on day one. No findings is a good result and generates no credit.
Re-test round
We start the re-test round within 3 business days of your telling us the fixes are live.
The re-test round is included in every test and is never billed separately.
Credit table
Monthly availability between 99.5% and 99.0%: a credit of 10% of the test fees you paid that month.
Between 99.0% and 95.0%: 25% credit.
Below 95.0%: 50% credit.
Where a support response time is missed: 5% of the test fees you paid that month per missed request, capped at 25% per month.
Where a delivery commitment is missed through our fault: 5% of the test fee for each business day late, capped at 30%.
Claiming a credit
Credits are not applied automatically; you have to claim them.
Send your claim through the panel or by email within 30 days of the end of the month in which the event occurred. Stating the date and time of the event is enough.
We assess the claim within 10 business days and give our decision with reasons in writing.
An approved credit is applied to your next invoice. Where the agreement has ended, it is refunded in cash.
Scope of the credit
The credit is your sole remedy where this agreement is not met.
That limit does not apply to wilful misconduct, gross negligence or breach of confidentiality.
Exclusions
Outages and delays arising from the following are outside this agreement: faults in your own systems, problems originating in your network or internet provider, scope changes made at your request, and credentials supplied late or not working.
Force majeure events, and suspensions imposed for breach of the Acceptable Use Policy, are also excluded.
Reporting
We share the monthly availability figure on request.
After an outage we send customers a root cause summary within 5 business days.
Changes
Where we change this agreement to your detriment, we give at least 30 days’ notice.
A change applies only to requests placed after it takes effect; if you do not accept it, you are under no obligation to place another request.
These documents are published in English and Turkish. In the event of conflict the Turkish text prevails.